At Shoesurbanza, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a simple and hassle-free returns process. Please read through our Returns & Refunds Policy below for detailed information.
1. Returns Eligibility
We accept returns on eligible items within 30 days of receiving your order. To be eligible for a return, the following conditions must be met:
- Items must be in new, unused, and unwashed condition.
- Items must have all original tags, packaging, and accessories (if applicable) intact.
- Items must be purchased directly from Shoesurbanza and not from third-party retailers or resellers.
Non-returnable items include:
- Gift cards
- Sale items or clearance items (unless stated otherwise)
- Items marked as “final sale”
- Underwear and swimwear (for hygiene reasons)
2. How to Return an Item
To initiate a return, please follow these steps:
- Contact Us: Reach out to our customer service team at [email protected] or +86 16538702091 with your order number and a brief explanation of why you’d like to return the item(s).
- Return Authorization: Our team will provide you with a Return Authorization Number (RAN) and instructions for returning the item.
- Ship the Item: Carefully package the item(s) and send them back to us using a trackable shipping method. You will be responsible for the return shipping cost unless the item was damaged or defective upon arrival.
- Return Processing: Once we receive your returned item, we will inspect it to ensure it meets the return criteria. If approved, we will process your refund or exchange.
3. Refunds
- Refund Method: If your return is approved, we will issue a refund to the original payment method used at the time of purchase.
- Refund Processing Time: Please allow 5-10 business days for your refund to be processed and credited to your account. Refund times may vary depending on your payment provider.
- Shipping Fees: Shipping charges are non-refundable unless the return is due to an error on our part.
4. Exchanges
If you would like to exchange an item for a different size or color, please contact our customer service team at [email protected] or +86 16538702091 to arrange the exchange. If the exchange involves a price difference, you will be responsible for any additional charges.
5. Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected] or +86 16538702091 with your order number and photos of the issue. We will assist you in resolving the matter by providing a replacement, exchange, or full refund.
6. Late or Missing Refunds
If you haven’t received your refund after the processing time, please first check with your bank or payment provider, as processing times can vary. If the issue persists, please contact us at [Insert Contact Email], and we’ll be happy to assist you.
7. Contact Us
If you have any questions or need assistance with a return or refund, please contact our customer service team:
Address:206, Building 3, Zhonggang Plaza (B), Exhibition Bay, No. 83, Zhanjing Road, Zhancheng Community, Fuhai Street, Bao’an District, Shenzhen,China
Phone:+86 16538702091
Email:[email protected]