Refund and Returns Policy

Last updated: 31 October 2026

Overview

We want you to receive shoes you can sell with confidence. This policy explains when an order can be cancelled, returned, replaced or refunded. Most of our orders are wholesale or custom-made, so some rules differ from a normal retail shop — please read the section that matches your order.

To start any claim, email [email protected] or message us on WhatsApp at +86 186 497 8873 with your order number and photos. We reply within 1–2 business days.

Cancelling an order

  • Before production starts: cancel free of charge and we refund the full amount paid.
  • After production starts: materials and labour are already committed, so we may deduct the costs already incurred.
  • After the goods are shipped: the cancellation becomes a return and the rules below apply.

Damaged, defective or wrong items

  • Report it within 7 days of delivery, with photos or a short video showing the problem and the carton label.
  • If the fault is ours — wrong style, wrong size, wrong colour, defective workmanship or damage in transit — we replace the items or refund them, and we cover the shipping cost.
  • Claims made after 7 days may still be accepted, but we can only assess them case by case.

Returns of stock items

  • Stock (non-custom) items can be returned within 30 days of delivery.
  • Items must be unworn, unwashed, unaltered and in the original packaging, with the original tags.
  • Tell us before sending anything back: returns sent without prior notice may be refused.
  • Return shipping is paid by you unless the return is due to our error.

What cannot be returned

  • Custom, private-label and made-to-order items produced to your specification.
  • Items that have been worn, washed, altered, resold or damaged after delivery.
  • Items returned without prior notice or outside the return window.
  • Sample and clearance lots marked as final sale.

Refunds

  • We inspect the returned goods first, then confirm the refund by email.
  • Refunds are issued to the original payment method (usually PayPal) within 5–10 business days of approval.
  • We refund the price of the goods. Original shipping charges, import duties and taxes are not refundable, and payment provider fees may be deducted where they are not returned to us.

Exchanges and replacements

If a size or colour does not work for your market, tell us within 30 days. Where stock allows we arrange a replacement; where it does not, we refund under the rules above. For custom orders we can only replace items that are defective or differ from the approved specification.

Shipping charges and import duties

Shipping costs are quoted per order and confirmed before production. Import duties, VAT and customs clearance charges are set by your country and paid by the receiver; they are not part of our price and are not refundable by us.

Payment disputes

If something is wrong, please contact us before opening a PayPal dispute or a chargeback. Almost every problem is solved faster by a message with photos than by a payment claim.

Contact

Fonleader · [email protected] · WhatsApp +86 186 497 8873