How to cancel the unpaid orders?
If your payment of an order has not been made yet, please Ignore it, it will be cancelled automatically.
How to cancel the paid orders?
We understand that ordering an item for your special occasion is an important undertaking, and our cancellation policy was created with this in mind. However, it is important to note that our shoes are made to order. Once the tailoring process has begun ,the materials cannot be reused.
The good news is that after placing your order, there is still time to change your mind. Please refer to our cancellation policy below for details.
Our Cancellation Policy:
For All Custom Made Shoes Category
1.Orders cancelled within 12 hours of payment confirmation will be eligible for a full refund.
2.Orders cancelled 12 - 24 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.
3.Orders cancelled 24 - 48 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 30% of the product purchase price.
4.Orders cancelled after 48 hours of payment confirmation will be eligible for a refund consisting of the full shipping cost only.
5.Once your order has been shipped, it can no longer be cancelled.
If you are not completely satisfied with your purchase, simply return the items to us in their original condition and packaging and we will issue a full refund (excluding original delivery charge), or exchange the item for a different size / color, if preferred. Before returning, please take time to read our return policy carefully. You are recommended to contact our after-sale Customer Service before returning an item and they will give your some useful advice.
1. 7 Days Return Warranty
The returns from our customers are acceptable within 7days after you getting the package. When we confirm the arrival of the package you returned, we will refund you the payment.
Please consult the customer service about the information we need before sending back the package and ship the package to the designated address provided by the after sales staff. Customers have to cover the shipping fee for the package return. To help us, the customer should provide all relevant tracking information.
2. Refund accepted for wrong items
The refund requests from our customers are acceptable if customer service confirm we send you the wrong item.
Please make sure the products unused before you sending back and ship the package to the designated address provided by the after sales staff. To help us, the customer should provide all relevant tracking information.
After making sure that we sent you the wrong item, we will refund you the amount to your account which you can use for new order or inform our financial staff to refund back to your paypal account or others if you like.
For all the refunds the following information is needed:
a) The order No.
b) Item No.
c) Photo of the products you sent back
d) Photo of the shipping label on the package we sent to you
We offer full refund on any items that are found to be faulty or damaged due to our fault. Damage caused because of the fault of the third party or customer’s own fault cannot apply for refund.
All returned items must be in brand-new condition, unused and with original tags and packaging.
If you insist on cancelling the order, please submit your order number and contact our customer service staff at service@FirstStepFashion.com.