As a Hong Kong-headquartered global e-commerce platform specializing in shoes, BROAD VISTA LIMITED crafts a fair, shoe-focused return policy—designed to address footwear-specific concerns like fit, sole integrity, and packaging condition—while ensuring a hassle-free experience for customers worldwide.
Our core return window applies to all shoe styles: you may initiate a return within 7 calendar days of delivery (confirmed via your order tracking). This timeframe gives you ample time to try on shoes for comfort (e.g., testing sneakers for arch support) or inspect for quality issues (e.g., checking heels for loose hardware) without feeling rushed.
To qualify for a return, shoes must meet three key conditions:
- Unused & Undamaged: Soles must be free of scuffs, dirt, or wear (even minor marks from walking on hard surfaces will disqualify returns), and there should be no creases from wear on leather uppers or tears in fabric shoes.
- Original Packaging: Shoes must be returned in their original brand box, with all included accessories (e.g., shoe dust bags, extra laces, size inserts). Damaged or missing shoe boxes may result in a 15% restocking fee, as they compromise resale quality.
- Tags Intact: Any attached brand tags or size labels must remain on the shoes—do not cut or remove them, as this indicates potential use.
Certain shoe types are non-returnable due to hygiene or customization:
- Shoes with personalized details: Monogrammed loafers, custom-fit orthopedic shoes, or made-to-order styles (clearly marked “Final Sale” on product pages).
Initiating a return is simple and guided by three steps:
- Request a Return Authorization (RA): Log into your account, navigate to “Order History,” select the shoe order, and click “Request Return.” Specify the reason (e.g., “too small,” “sole uncomfortable”)—we’ll send an RA number to your email within 24 hours.
- Package the Shoes: Place the shoes in their original box (with accessories), then seal the box in a shipping envelope or outer carton. Write the RA number clearly on the outer packaging—packages without an RA number will be delayed or rejected.
- Ship the Return: Use a trackable shipping service to send the shoes back to our Hong Kong processing center (address provided with your RA number). We recommend insuring high-value shoes (e.g., designer heels) to cover loss or damage during return transit.
Once we receive and inspect the shoes (3–5 business days), we’ll process your refund or exchange:
- Refunds: Issued to your original payment method. We refund the full shoe price—original shipping fees are only reimbursed if the return is due to our error (e.g., wrong size sent, defective sole).
- Exchanges: If you want a different size or style (in stock), we’ll ship the new shoes once the returned pair passes inspection—no extra shipping fees for exchanges.
For questions or issues (e.g., missing RA number, delayed refund), our Hong Kong-based customer support team is ready to assist. At BROAD VISTA LIMITED, we know finding the right shoes online takes trust—and our return policy is built to honor that, ensuring you feel confident in every purchase.