Frequently Asked Questions
We’ve put together answers to some of the most common questions about orders, shipping, sizing, returns, and more.
📦 Orders
How do I know if my order was placed successfully?
Once your order has been successfully placed, you will receive an order confirmation email at the email address provided during checkout.
If you do not see the email, please check your spam or junk folder.
If you still cannot find your confirmation email, please contact our customer support team.
Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible.
We will do our best to accommodate your request. However, once an order has entered processing or has already shipped, changes or cancellations may no longer be possible.
🚚 Shipping
How long does shipping take?
Orders are typically processed within 1–3 business days.
Estimated delivery times are generally:
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United States & Canada: 6–11 business days
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United Kingdom & Australia: 6–12 business days
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Other countries: usually 6–15 business days, depending on the destination and geographic location
Please note that delivery times are estimates only and may vary due to carrier delays, weather, customs, holidays, or other unforeseen circumstances.
How can I track my order?
Once your order has shipped, you will receive a shipping confirmation email containing your tracking number.
You can use the tracking number on our Track Order page to view the latest shipping updates.
Please allow some time for tracking information to update after your package has been handed over to the carrier.
Why hasn’t my tracking information updated?
Tracking information may occasionally take a few days to update, especially while the package is being transferred between facilities or carriers.
If your tracking has not updated for several days, please contact our customer support team with your order number and tracking number.
👟 Sizing & Fit
How do I choose the right size?
We recommend checking our Size Guide before placing your order.
Fit may vary slightly depending on the style and your individual foot shape.
If you are between sizes, have wider feet, or prefer a roomier fit, you may consider choosing a half size up where available.
What if the shoes feel too tight or too loose?
Fit can vary depending on your foot shape.
If the shoes feel slightly loose, adjusting the laces or adding an insole may help improve the fit.
If the shoes feel too tight or the size is not suitable, please contact our customer support team for return or exchange assistance.
↩️ Returns & Exchanges
What is your return policy?
You may request a return within 30 days of delivery.
Items must be unworn, unwashed, and in their original condition, with original tags and packaging where applicable.
Please visit our Returns & Exchanges page for full details.
How do I start a return?
Please contact our customer support team and provide:
- Your order number
- The item you would like to return
- The reason for the return
- Photos if the item arrived damaged, defective, or incorrect
Once your request has been reviewed, we will provide the appropriate return instructions.
Please do not send your return to any address before contacting us.
Can I exchange my shoes for another size?
Yes. If your size is not suitable, please contact our customer support team and let us know which size you would like instead.
Exchange availability depends on current stock.
💳 Refunds
When will I receive my refund?
Once your returned item has been received and inspected, we will notify you of the refund status.
If approved, the refund will be issued to your original payment method.
Please allow approximately 3–10 business days for the refund to appear in your account after it has been processed.
Processing times may vary depending on your bank or payment provider.
📭 Delivery Issues
My order says delivered, but I can’t find it. What should I do?
If tracking shows that your package has been delivered but you cannot locate it, please:
- Check around your delivery location
- Ask household members or neighbors
- Contact your local carrier or post office
- Allow up to 24–48 hours in case the package was marked delivered early
If you still cannot locate your package, please contact our customer support team.
What should I do if my package arrives damaged?
Please contact us as soon as possible and include:
- Your order number
- Photos of the damaged package
- Photos of the damaged item
Our team will review the issue and help determine the appropriate solution.
📩 Contact Us
How can I contact customer support?
If you need help with your order, shipping, sizing, returns, or any other question, please contact us by email.
Email: znwh7161@outlook.com
We typically respond within 1–2 business days.
When contacting us about an order, please include your order number whenever possible so we can assist you more quickly.
