FAQ

A: We accept major credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay. For our B2B wholesale partners, we also accept direct bank transfers.

A: Absolutely. Our website is secured with industry-standard SSL encryption to protect your payment details. We do not store your credit card information on our servers.

A: All prices are primarily listed in USD. However, you may be able to view prices in your local currency depending on your location, and the final payment will be settled in the selected currency at checkout.

A: Yes, your payment method will be charged at the time you place the order to secure your items and begin processing.

A: Payments can be declined for various reasons, such as an incorrect billing address, insufficient funds, or bank security blocks. Please contact your bank first, or try an alternative payment method.

A: You can enter your discount code in the “Promo Code” or “Discount” box during checkout. Click “Apply” and your total will be updated.

A: Applicable sales taxes will be calculated and added at checkout based on your shipping address and local regulations.

A: For first-time B2B buyers, we require full payment upfront. Long-term wholesale partners may be eligible for specific payment terms. Please contact your account manager for details.

A: Depending on your region, “Buy Now, Pay Later” options (like Klarna or Afterpay) may be available at checkout.

A: Yes, an electronic order confirmation is sent to your email immediately. If you need a formal commercial invoice (especially for wholesale orders), please contact [email protected].

A: Orders are processed within 1-3 working days. Shipping generally takes 7-15 working days, depending on your location.

A: Yes! With 12 years of experience, we proudly ship to over 10 countries worldwide, supporting both retail and B2B customers.

A: Once your order is dispatched, you will receive an email with a tracking number. You can track your parcel on 17track.net.

A: Yes, we currently offer free shipping on orders delivered to the USA and Australia.

A: We offer Delivery Duty Paid (DDP) shipping for the USA, UK, and many European countries, meaning you won’t pay extra customs fees. For other regions, local duties may apply.

A: You can change your address only before the order is dispatched. Once it has left our warehouse, address changes are no longer possible.

A: Please allow 1-2 days for the logistics website to update the tracking information after you receive the email. If it hasn’t updated after a few days, contact our support team.

A: For international express deliveries, a physical address is strictly required. We generally do not ship to PO Boxes.

A: If your tracking indicates that the package is lost, please contact us immediately. We will work with the courier to resolve the issue or arrange a replacement.

A: Yes, for large B2B orders, we can coordinate with your preferred freight forwarder. Please discuss this with your account manager.

A: We offer a 30-day return policy. You have 30 days from the date of delivery to request a return or exchange for unworn shoes in their original packaging.

A: Please email [email protected] with your Order Number and the reason for the return. Our team will provide you with a return address and instructions.

A: Unfortunately, no. To be eligible for a return, the shoes must be completely unworn, undamaged, and in resalable condition. We recommend trying them on indoors on a carpet.

A: Customers are responsible for return shipping costs for standard returns (e.g., wrong size chosen). If the return is due to our error (defective or incorrect item), we will cover the cost.

A: Once we receive and inspect your returned item, your refund will be automatically processed to your original payment method within 5-7 business days.

A: Yes! Kids grow fast. Just email us your order details and the new size you need. Exchanges are subject to inventory availability.

A: Original shipping fees are non-refundable unless the return is due to a defective product or a shipping error on our part.

A: We sincerely apologize! Please contact us within 7 days of delivery with photos of the defect, and we will arrange a free replacement or full refund immediately.

A: Wholesale returns are only accepted for manufacturing defects or transit damage reported within 7 days. Returns for non-defective bulk orders must be pre-approved and may incur a restocking fee.

A: Please do not send your items back to the address on the original package. Contact our customer service first, and we will provide the correct return warehouse address based on your location.

A: Absolutely. We strictly protect your privacy. We only use your information to process orders and provide customer support, as outlined in our Privacy Policy.

A: Yes. We prioritize your child’s health. We use sustainable, eco-friendly materials, and all our products undergo strict testing to ensure they are safe and non-toxic.

A: Yes, our website is fully secure and uses SSL (Secure Socket Layer) technology to encrypt all data transmitted between your browser and our servers.

A: No, we never sell your personal data. We only share necessary information with trusted partners (like shipping companies) to fulfill your order.

A: We treat all wholesale inquiries, order volumes, and business details with strict confidentiality. We do not disclose our partners’ business data to competitors.

A: If you notice any unauthorized activity, please change your password immediately and contact our support team at [email protected].

A: Yes. In compliance with international data protection laws, you can email us to request the complete deletion of your personal account data at any time.

A: Yes, we use cookies to keep track of what you have in your cart and to remember your preferences for future visits. You can manage cookie settings in your browser.

A: To ensure the security of our B2B network, all wholesale applications are manually reviewed by our team to confirm business legitimacy before granting access to bulk pricing.

A: Yes. Over our 12 years in the industry, we have maintained a supply chain that strictly adheres to fair labor practices and ethical manufacturing standards.