Refunds & Returns

Return Conditions

You can return your items within 30 days of receiving your order for a refund, subject to the following conditions:

  1. Items Must Be in Original Condition:
    • Unworn, unwashed, with tags and liners still attached.
    • Untagged items must be returned with their original packaging.
  2. Refund Details:
    • Refunds will be issued to the original method of payment, including prepaid credit cards.

Handling of Returns

Returns are processed individually, and SHOESNOVO reserves the right to assess each return based on factors such as the condition of the item (unworn and unwashed). We ask that customers ensure items are returned in their original condition. Excessive or unreasonable returns may affect future transactions or return eligibility.

Returns Process & Refund Timeline

  1. Submit a Request:
    • Contact our Customer Service Team at [email protected] to initiate your return. Our dedicated team will guide you through the process.
  2. Return Shipping Costs:
    • For returns caused by customer reasons (such as ordering the wrong size or color), the customer will be responsible for the return shipping costs. 
    • For returns caused by issues related to Shoesnovo (such as incorrect products or defects), the return shipping costs will be covered by Shoesnovo.
  3. Return Inspection:
    • Once your return is received at our warehouse, it will be inspected to ensure it meets the return conditions.
    • You will be notified if your return is accepted or declined within 5 business days of receipt.
  4. Refund processing time:
    • The amount of time it takes for the customer to receive a refund is 7 business days. The refund will be returned to the original payment method.

Exchange Policy

If you prefer to exchange your item, we’ve got you covered:

  1. Eligible Exchanges:
    • Exchange for a different size or color of the same item.
    • Exchange for any other product available in the SHOESNOVO store.
  2. How to Exchange:
  3. Shipping Costs:
    • Exchanges due to customer reasons are the customer’s responsibility for return shipping and shipping costs for the exchanged item.
    • Exchanges due to reasons caused by Shoesnovo are the responsibility of Shoesnovo, and we will cover the return shipping and shipping costs for the exchanged item.
  4. Processing Time:

    • We will ship the exchanged item within 5 business days after receiving the returned item and send you an email notification.

Defective Merchandise Refund Policy

We’re committed to delivering high-quality products. In the rare event of a manufacturing defect, we’ll gladly replace the item or issue a refund.

  1. How to Report Defects:
      • Order details.
      • Description of the issue.
      • Photos of the defect, including the care label and barcode sticker on the packaging.
  1. Refund Processing:

    • Approved refunds for defective items will be processed to your original payment method within 7 business days.

Return Warehouse Location (For Authorized Returns Only):

    • No. 646-4, Building 1, 1958 Jiangnan Road
      High-tech Zone, Yinzhou
      Ningbo, Zhejiang 315048
      China

Returns sent to this address without prior approval will not be processed. Please contact us before sending any returns.

Thank you for choosing SHOESNOVO. If you have any questions about returns, exchanges, or refunds, don’t hesitate to contact us at [email protected].