As a Hong Kong-headquartered global e-commerce platform specializing in shoes, we’ve compiled answers to common questions to simplify your shopping experience. For further help, reach our customer support team via our official channels.
1. How do I choose the right shoe size?
We provide detailed size guides on every product page, listing measurements (foot length, width) in EU, US, UK, and Asian sizes. For example, a “US 8” sneaker corresponds to a 26cm foot length. If unsure, reference customer reviews (many note if shoes run small/large) or contact us with your foot measurements for personalized advice.
2. Can I change or cancel my order after placing it?
Orders can be modified (size, color) or canceled within 24 hours of placement—only if they haven’t entered processing. Email our support team with your order number to request changes. Once shoes are packed or dispatched, modifications aren’t possible, but you can follow our return policy if needed.
3. How long will my shoes take to arrive?
Delivery depends on your location and shipping method:
- Standard Shipping: 5–12 business days (e.g., 7–9 days to North America/Europe, 3–5 days to Asia Pacific), leveraging Hong Kong’s logistics hub.
- Express Shipping: 2–5 business days for urgent needs (e.g., event heels). Processing takes 1–3 days for quality checks (e.g., inspecting sole sturdiness).
4. How do I track my shoe order?
After dispatch, you’ll receive a tracking number via email. Enter it on our “Track Order” page or the carrier’s site (DHL/FedEx) to view real-time updates—from our Hong Kong warehouse to your door.
5. Will I pay customs duties for international orders?
Yes, duties/taxes may apply (varies by country). We display estimated costs at checkout, so you know the total before paying—no surprise charges upon delivery.
6. Can I return shoes if they don’t fit or I don’t like them?
Yes, within 30 days of delivery—provided shoes are unworn (no scuffed soles/creased uppers), in original packaging (with dust bags/extra laces), and tags are intact. You cover return shipping, but we process refunds to your original payment method within 5–7 days of receiving returned shoes.
7. Are sale or clearance shoes returnable?
Most sale shoes are returnable, except those marked “Final Sale” (e.g., end-of-season boots). This is clearly noted on product pages.
8. How do I care for my shoes to keep them in good condition?
Product pages list care tips:
- Leather shoes: Clean with a damp cloth, use leather conditioner.
- Sneakers: Hand wash (avoid machine washing to protect soles).
- Suede shoes: Use a suede brush to remove dirt; avoid water.
9. Do you restock out-of-stock shoes?
Popular styles (e.g., best-selling sneakers) are often restocked. Click “Notify Me” on product pages to get an email alert when they’re back. Permanently out-of-stock shoes show “No Restock Planned.”