Refund policy

Return & Refund Policy

14-Day Return Window
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. This applies to all orders, including those shipped to the European Union. For clarity, the day you receive the item counts as day zero. You then have 14 full days to notify us of a return.

Eligibility
To be eligible, your item must be in the same condition you received it: unworn, unused, with all original tags attached, and in its original packaging. For shoes, please try them on only indoors on a clean, carpeted surface. Returns showing any sign of wear, scuffing, or outdoor use will be rejected. You must also provide the receipt or proof of purchase.

Non-Returnable Items
We do not accept returns on sale items, gift cards, perishable goods, custom products, personal care items, hazardous materials, flammable liquids, or gases.

How to Start a Return
To begin, email us at chenmaooffice@gmail.com with your order number and reason. If approved, we will send you the return address in China along with further instructions. Any package sent back without prior authorization will not be accepted.

Critical Notice: International Returns

Our warehouse is in China, and all returns must be shipped back to us there. Please understand the following before you initiate a return:

  • Return Shipping Costs: You are solely responsible for all return postage. International shipping can easily cost more than the item value itself.

  • Customs Duties & Taxes: You are also responsible for any import duties, taxes, or brokerage fees on the return. If we are billed for these, the full amount will be deducted from your refund.

  • We Recommend: Using a tracked and insured service. We cannot be held responsible for packages lost or damaged during the return transit.

  • Better Alternatives: If you are not happy for reasons like size or fit, please contact us before starting a return. We can often offer a partial refund, a discount on your next order, or another solution that saves you the high cost and trouble of sending the shoes back internationally. These resolutions are offered at our sole discretion.

Return Shipping Costs Summary

  • Change of mind, size issues, or no longer wanted: You pay return shipping and any customs charges. Original shipping fees are non-refundable.

  • Defective, damaged, or wrong item: See the section below. In many cases, we will resolve the issue without requiring you to return the item to China.

Damages, Defects, and Wrong Items

Please inspect your order as soon as it arrives and contact us immediately at chenmaooffice@gmail.com if something is defective, damaged during shipping, or if you received the wrong product. Include clear photos showing the issue.

We will quickly evaluate your case and make it right. Because returning low-cost items internationally is impractical, our resolution options — selected at our discretion — may include:

  • A full or partial refund, often without asking you to return the item.

  • A free replacement or reshipment.

  • A return and full refund, in which case we will provide specific shipping guidance.

Our priority is a fair and efficient solution that avoids unnecessary international shipping costs.

Exchanges

Direct exchanges are not offered due to logistical complexity. The fastest way to get a different size or style is to return the unwanted item under this policy and place a new order.

European Union Order Cancellations

Your statutory 14-day cancellation right is fully covered by the return window above. To cancel, you must notify us in writing at chenmaooffice@gmail.com within 14 days of receiving the item. You are responsible for the cost of shipping the item back to our address in China, including any applicable duties and taxes. We will refund the product price and any standard delivery charge you paid within 14 days of receiving the returned goods, or within 14 days of you providing proof of return shipment. Premium delivery service charges are non-refundable.

Refunds

Once we receive and inspect your approved return, we will inform you whether the refund was approved. If approved, your refund will be processed to your original payment method within 10 business days. Remember, your bank or credit card company may need additional time to post the credit.

If more than 15 business days have passed since your refund was approved and you haven’t seen it, please contact us at chenmaooffice@gmail.com.

Returned Due to Non-Delivery / Refused Packages
If a package is returned to us because duties were unpaid, an incorrect address was supplied, or you refused delivery, any refund will be reduced by the return shipping charges, customs fees, and any handling costs we incurred. If those costs exceed the order value, no refund will be issued.

Contact
For any return or refund questions, please reach out to us any time at chenmaooffice@gmail.com.