RETURN and REFUND

To send us a message concerning your order, please log in your account and complete the form Contact Us including "order reference" and "product". We will reply to you within 24 hours and messages can be viewed in the "order history and details" of your account.

Our shoes are uniquely designed and made for special occasions. The order can't be cancelled once the payment/order is made/confirmed as we have started the process to make the shoes for your order. You may request any change of size, colour or style within 24 hours from payment. You are strongly suggested to contact us with any concerns about sizing/fitting, quality, and/or any other preferences before ordering.

For the delivery purpose, please provide contact number e.g. mobile number when placing the order, so the delivery agent will be able to send you the notification text.

Once your order is delivered please check it as soon as possible and try the shoes on the carpet. Contact us immediately if the item is damaged, different from the order in respect of replacement and refund.

REFUND

Voluntary cancellation of the order: Our shoes are made to order. Our service to your order is NOT free. 5% cancellation fee will be charged for voluntary cancellation within 24 hours from the payment and 50% restocking fee will be charged for voluntary cancellation after 24 hours and prior to shipping.

14 days local return of unused product and refund excluding delivery cost *The price incorporates shipping/delivery cost. The order is NOT free nor $0 shipping. 

• Request of return must be made within 14 days from delivery, and once it is authorised the return must be made within 14 days;
• Fail to return within 14 days from authorisation will be resulted in not being accepted, exchange will not be proceed or 50% restocking fee will be charged;
• A photo of the delivered item is required for the request of return;
• You may be able to return locally to one of our network warehouses if the service is available to your country (US, CA, UK, FR and DE) at the time when the return is requested, otherwise, all returns are to Australia or China.
• Returned items must be unworn/unused/intact and packed securely including any accessories. We reserve the right to reject any return is not in its original quality/condition/functioning.
• The international delivery cost currently is AU$30 for flats and heels, AU$40 for boots;
• The national delivery cost currently is AU$15 for heels, AU$20 for boots; 
• The delivery address is not known or failed to pick up from your local post office - return to sender;
• Restocking fee 50% after delivery cost is applicable for the return is made after 14 days from delivery;
• Restocking fee 50% after delivery cost is applicable for return of Bridal shoes and Goth shoes.

90 days full refund or replacement will be provided for:

• 90 days guaranteed delivery from shipping date has expired amid Coronavirus pandemic;
• Item is destroyed/damaged upon arrival;
• Item is lost in transit or does not arrive due to delayed logistics/customs clearings etc.,

EXCHANGE of Size is welcomed when the size is available. We charge minimum postage for second time delivery: international from AU$30* (see Shipping & Delivery for details)

* Refund will be issued within 5 business days after the return is received. 

* Customers are responsible for any returning cost of shipping except when error incurred by us.

* We will ask you to provide photos of the delivered item for exchange/replacement/refund process.