Frequently Asked Questions
1. Shipping & Delivery
Q: Do you ship internationally?
A: Yes! We proudly ship our premium footwear to customers across North America and Europe.Currently, in our first phase of global operations, we exclusively fulfill orders for theNorth American market(United States, Canada, and Mexico). Additional international shipping modules for Europe and other regions will be launched in subsequent phases.
Q: How long will it take to receive my order?
A: Orders are typically processed and shipped within 1–3 business days. Once shipped, delivery to North America and Europe usually takes 7–15 business days, depending on your location and local customs clearance.
Q: How can I track my order?
A: As soon as your order is dispatched, we will send you a shipping confirmation email containing your tracking number and a link to track your package in real-time.
2. Sizing & Fit
Q: How do I know which shoe size to choose?
A: To ensure the perfect fit, please refer to our detailed Size Guide available on every product page. We provide precise measurements in both inches and centimeters alongside US, UK, and EU standard sizing. If you are between sizes, we generally recommend ordering the larger size for maximum comfort.
Q: What if the shoes I ordered don't fit?
A: Don't worry! We want you to love your stride. If the fit isn't right, you can exchange them for a different size within 14 days of delivery, provided the shoes are unworn and in their original packaging. (Please see our Returns & Exchanges section below for details).
3. Payment & Security
Q: What payment methods do you accept?
A: We accept major international payment methods, including PayPal and all major credit/debit cards. All transactions are securely processed and encrypted for your safety.
Q: Is my personal and payment information secure?
A: Absolutely. Our store is built on a highly secure e-commerce platform equipped with SSL encryption technology. We never store your credit card information, and your personal data is handled strictly in accordance with our Privacy Policy.
4. Returns & Cancellations
Q: What is your return policy?
A: We offer a 30-day return window from the date you receive your package. Items must be unworn, unwashed, and in the same condition that you received them, with all original tags and packaging intact.
Q: How do I initiate a return or exchange?
A: Please contact our customer support team at zemily.tsang@outlook.com with your order number and the reason for the return. We will guide you through the process and provide the return shipping address. (Note: Unless the item is defective, customers are responsible for return shipping costs).
Q: Can I change or cancel my order?
A: We process orders quickly to ensure fast delivery. If you need to change or cancel your order, please email us within 24 hours of placing it. Once the order has been processed or shipped, we unfortunately cannot cancel it.
5. Order Issues & Support
Q: What should I do if I receive a damaged or incorrect item?
A: We inspect every pair of shoes thoroughly before shipping, but mistakes can happen. If you receive a defective, damaged, or incorrect item, please contact us immediately with your order number and photos of the issue. We will make it right by sending a replacement or issuing a full refund.
Q: How can I contact customer support?
A: We are here to help! You can reach us via email at [Your Support Email] or through our "Contact Us" page. We strive to respond to all inquiries within 24–48 hours on business days.