Damaged, Lost, or Defective Items
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Replacement/Compensation:
If your order is lost or damaged during transit, contact us immediately via WhatsApp or email. Include photos/videos of the issue for faster resolution. We’ll resend the item or offer compensation.
Returns & Exchanges Policy
Eligibility:
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Items must be unused, unworn, and in original packaging with all tags attached.
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Returns/exchanges are only accepted for:
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Quality defects (e.g., mismatched size, color, or style).
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Items not matching the confirmed QC photos.
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Process:
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Notify Us: Contact us within X days of delivery to initiate a return.
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Ship Back: Return the item via FedEx, USPS, or EMS with a valid tracking number.
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Note: Sender must cover return shipping costs. "Freight collect" returns will be rejected.
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Refund/Exchange: Processed within 3-5 business days of receiving the returned item.
Non-Eligible Cases:
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Incorrect size/color chosen by the customer.
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Subjective dissatisfaction (e.g., "changed my mind").
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Items altered, washed, or damaged after delivery.
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Orders confirmed via QC photos without raising issues beforehand.
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Packages lost or detained by customs during return shipping.
Refund Policy
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Pre-Shipment Cancellations:
Full refund via original payment method if canceled before shipment. -
Post-Shipment Cancellations:
Cannot cancel once the order is shipped. -
Refund Timelines:
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PayPal: 24-48 hours (instant in most cases).
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Credit/Debit Cards: 7-20 business days (varies by bank).
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Order Modifications
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Address Changes/Cancellations:
Contact us immediately via WhatsApp or email. Changes are only possible if the order hasn’t been shipped.
Quality Assurance
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Issue? Send photos of the problem to us. We fully cover defects caused during production/shipping.
Contact Us
For assistance, reach out via:
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WhatsApp: +44 7927522951
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Email: emsneakersems@gmail.com