Refund policy

Shipments pause during Chinese public holidays.

Official 2026 dates: 1–3 Jan · 15–23 Feb (Chinese New Year) · 4–6 Apr · 1–5 May · 19–21 Jun · 25–27 Sep · 1–7 Oct. These pauses sit on top of our usual up-to-20-business-day fulfillment window.

1. General Policy

All products are individually made to order. For customers outside the European Union, European Economic Area, United Kingdom, and Mainland China, all sales are final once placed.

Pre-fulfillment cancellations, change-of-mind returns, size exchanges, or returns based on fit or personal preference are not permitted for customers outside these specified jurisdictions. Order modification requests (such as address updates) submitted prior to fulfillment are evaluated strictly at our sole discretion where operationally possible.

After fulfillment, the primary post-sale remedy available worldwide is our 12-month Limited Product Warranty described in Section 6, subject to mandatory statutory consumer protection laws in your local jurisdiction that cannot legally be excluded.

2. Defective or Incorrect Items

If your footwear arrives with a manufacturing defect or you receive an incorrect item, please contact us.

Please provide your order number, a description of the issue, and clear photographs or videos illustrating the problem.

2.1 Eligible Manufacturing Defects

  • Complete separation of the sole from the upper footwear body.
  • Failure of a strap, attachment, or structural component prior to normal use.
  • Major structural differences in length, width, or shape between the two shoes in a pair.
  • Substantial, unintended color mismatch between items in a pair.
  • Serious material defects preventing normal use.

2.2 Normal Variation and Exclusions

The following are not considered manufacturing defects:

  • Fit preferences or minor size variations where items match our published size charts.
  • Scuffs, scratches, or wear caused by standard use.
  • Damage caused by improper care, cleaning, storage, or modifications.
  • Minor cosmetic differences natural to the manufacturing process.

3. Statutory Regional Cancellation and Return Rights

3.1 Customers in the European Union and European Economic Area (EU/EEA)

Consumers in the EU/EEA have the statutory right to withdraw from an online purchase without giving a reason:

  • Pre-Fulfillment: You may request cancellation before the item is fulfilled.
  • Post-Delivery: You have 14 days from the physical delivery of the last item in your order to request a statutory withdrawal.
  • Return Shipping: You are responsible for direct return shipping costs and any applicable customs/import charges incurred during the return.
  • Refunds: Refunds are processed without undue delay upon receipt of returned goods or proof of return shipment, and will include standard outgoing delivery charges paid at checkout.

3.2 Customers in the United Kingdom

UK consumers retain statutory rights under UK consumer protection laws. Eligible distance sales may be cancelled within 14 days of receipt, followed by a further 14 days to return the goods. Customers are responsible for direct return shipping costs unless the product is faulty.

3.3 Customers in Mainland China

Customers in Mainland China retain mandatory statutory consumer rights, warranty rules, and "Three Guarantees" regulations as applicable under Chinese law.

3.4 Customers in All Other Regions

For customers outside the EU, EEA, UK, and Mainland China, orders are strictly final once placed. Pre-fulfillment cancellations, size exchanges, or discretionary returns are not accepted. Qualifying manufacturing defects remain covered under our 12-month Limited Product Warranty.

4. How to Start a Return or Report an Issue

For eligible orders or warranty claims, please contact us.

Include your order number and clearly state your request:

  1. Statutory withdrawal request (EU/UK/China residents only).
  2. Defective or damaged item claim.
  3. Incorrect item received.

Do not send returns without first receiving written authorization and instructions from our support team. Unauthorized returns will not be processed.

5. 12-Month Limited Product Warranty

We provide a 12-month Limited Product Warranty from the date of delivery covering manufacturing defects in materials and workmanship. This warranty is additional to, and does not replace, mandatory statutory consumer rights in your jurisdiction.