常见问题
常见问题解答 (FAQ)
1. 配送与发货
问：你们提供国际配送吗？
答：是的！我们很荣幸能将我们的优质鞋履配送至北美和欧洲各地的顾客。目前，在我们全球运营的第一阶段，我们专门履行北美市场（美国、加拿大和墨西哥）的订单。后续阶段将推出欧洲和其他地区的额外国际运输模块。
问：我的订单需要多久才能收到？
答：订单通常会在 1-3 个工作日内处理并发出。发货后，送达北美和欧洲通常需要 7-15 个工作日，具体时间取决于您的所在地和当地海关清关情况。
问：如何追踪我的订单？
答：订单发出后，我们会立即向您发送一封发货确认邮件，其中包含您的追踪号码和实时追踪包裹的链接。
2. 尺码与合脚度
问：我如何选择合适的鞋码？
答：为了确保完美合脚，请参考我们每个产品页面上的详细尺码指南。我们提供以英寸和厘米为单位的精确尺寸，以及美国、英国和欧盟标准尺码。如果您介于两个尺码之间，我们通常建议您选择较大的尺码，以获得最佳舒适度。
问：如果我订购的鞋子不合脚怎么办？
答：别担心！我们希望您穿着舒适，步履轻盈。如果鞋子不合脚，您可以在收到鞋子后的 30天内更换尺码，前提是鞋子未穿过且包装完好。（详情请参阅下方的“退换货”部分）。
3. 付款与安全
问：你们接受哪些付款方式？
答：我们接受主要的国际付款方式，包括 PayPal 和所有主流信用卡/借记卡。所有交易均经过安全处理和加密，确保您的信息安全。
问：我的个人信息和付款信息安全吗？
答：绝对安全。我们的商店基于高度安全的电子商务平台，并配备了 SSL 加密技术。我们绝不会存储您的信用卡信息，您的个人数据将严格按照我们的隐私政策进行处理。
4. 退货与取消
问：你们的退货政策是什么？
答：我们提供自您收到包裹之日起 30天的退货期限。商品必须未经穿着、洗涤，并保持您收到时的原样，所有原始标签和包装均需完好无损。
问：如何发起退货或换货？
答：请通过zemly.tsang@outlook.com联系我们的客服团队，并提供您的订单号和退货原因。我们将指导您完成退货流程并提供退货地址。（注意：除非商品存在质量问题，否则客户需承担退货运费。）
问：我可以更改或取消订单吗？
答：为了确保快速发货，我们会尽快处理订单。如果您需要更改或取消订单，请在下单后 24小时内发送电子邮件给我们。一旦订单已处理或发货，我们将无法取消。
5. 订单问题与支持
问：如果我收到损坏或错误的商品，该怎么办？
答：我们在发货前会对每一双鞋进行彻底检查，但难免会有疏漏。如果您收到有缺陷、损坏或错误的商品，请立即联系我们，并提供您的订单号和问题照片。我们将为您更换商品或全额退款。
问：如何联系客服？
答：我们随时为您提供帮助！您可以发送邮件至[您的客服邮箱]或访问我们的“联系我们”页面。我们力求在工作日的24-48小时内回复所有咨询。
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.