• IN A RUSH: COME BACK LATER IF YOU HAVE A TIGHT TIMELINE, WE CAN’T CONTROL COURIER AND CUSTOM IN YOUR COUNTRY.
• SUPER PICKY / PERFECTIONISM: EVEN RETAIL ITEMS HAVE FLAWS, CONSUMER PRODUCTS ARE NOT ART ALTHOUGH OUR QUALITY INSPECTION IS VERY STRICT.
• COVER IMAGES ARE FOR PRESENTATION PURPOSE ONLY, ACTUAL PRODUCTS MAY LOOK DIFFERENT. WHAT YOU SEE IN QC (QUALITY CONTROL) IS WHAT YOU’RE GETTING. IF YOU CONFIRM SHIPPING AFTER REVIEWING THE QC, THAT’S WHAT YOU’RE RECEIVING.
1. Tracking number is only given via our WhatsApp or Email. Make sure you add and text us your order number / name, we will send tracking info in around 3 days after your order is shipped.
2. Factory may run out of stock sometimes, it’s perfectly normal to take 2-3 days (sometimes longer) for us to get the item(s) you order. If we can’t get it, you can change into something else.
3. For QC (quality check) photos of your order, add our WhatsApp or Email us your order number. If you want to exchange (we will pick a good quality item to start with), a $5USD fee will apply; If you want to cancel the order after we send QC, a $10USD restocking fee will apply. If we don’t hear from you at all in 3 days, we will ship your order out assuming that you’re ok with everything, no exchange / refund in this case.
4. If there’s a problem concerning shipping or product quality, please contact us first, DO NOT FILE A CLAIM TO PAYPAL OR YOUR BANK. We work really hard to find you the best products and we are risking a lot for using Paypal, talk to us and we’ll offer a fair solution. A claim on Paypal ruins everything, the next buyer will not be able to pay with Paypal after your claim!
5. Selling our products as retail or authentic is not recommended, buyers will be fully responsible for any consequences doing so. We will not accept returns or exchange if buy resells our item to another person or party.
EXCHANGE & RETURNS
Each pair of sneakers we ship out will come with a red SOLEGEM zip tie. If this zip tie is removed, NO EXCHANGE OR RETURN will be available.
> Exchange: we can exchange your order based on these conditions:
We need to see proof for what’s wrong with the item within 3 days from date of delivery. Item must be unused, in the same condition with original packaging. Talk to us and we’ll send you instructions on how to send it back. We can only resend the item when we receive the original purchase from you.
Please note: if your item is ceased by Chinese custom on the way back, we can only reimburse your shipping cost.
*S – SSS products are FINAL SALE, NO EXCHANGE / RETURN if there’s no major defects.
> Refunds: we can refund your order based on these conditions:
If we confirm that you are qualified for a refund, we will send your money back within 2 business days, it may take up to 5-10 business days to show up on your account.
Buyer is responsible to clear custom and get your package if it needs clearance. If you don’t clear custom and your package is not released, we can not issue you a refund. If your item is ceased by custom, we can only refund you 50% for the price of the item, shipping cost is non-refundable. We can offer you a discounted shipping rate on your next purchase. Please understand, we lose a lot of money too if this happens. It’s very rare that custom will cease your package but it does happen.