Refund and Return Policy for 24 Shoes Company

At 24 Shoes, we are committed to ensuring that our customers are completely satisfied with their purchases. If you are not entirely pleased with your order, our refund and return policy is as follows:

  1. Eligibility Window: Products must be returned within 30 days from the date of delivery.
  2. Condition of Returned Items: Items must be in their original condition – unworn, undamaged, and in the original packaging. We reserve the right to refuse returns that do not meet these criteria.
  3. Return Shipping: Customers are responsible for return shipping costs. We recommend using a trackable shipping service, as we are not liable for items lost in transit.
  4. Refunds: Once your return is received and inspected, we will send an email to notify you that we have received your returned item. Upon approval, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days.
  5. Exchange Policy: We only replace items if they are defective or damaged upon arrival. If you need an exchange, send us an email with photographic evidence of the damage and we will provide instructions for the exchange process.
  6. Sale Items: Only regular-priced items may be refunded; unfortunately, sale items cannot be refunded.
  7. Customer Support: For any return or refund-related queries, please contact our customer support team. We are here to assist you with a smooth return process.

Please note that our refund and return policy is subject to change, and we recommend customers review the policy periodically. Your satisfaction is our top priority, and we strive to ensure a fair and responsible refund and return process.

Cancellation and Order Processing Policy for 24Shoes

At 24 Shoes, we understand that plans can change and you might need to cancel an order. To accommodate this, we have established the following policy regarding order cancellations and processing:

  1. Order Cancellation Window: Orders can be cancelled within 24 hours of placing the order. We aim to process orders quickly, so it is crucial to cancel as soon as possible.
  2. How to Cancel: To cancel an order, please contact our customer service team with your order details. We will confirm the cancellation via email.
  3. Processing of Cancellations: Once a cancellation request is received and if it is within the allowable time frame, we will halt the processing and shipment of the order. The refund will be processed to the original method of payment within a certain number of days.
  4. Late Cancellation Requests: If a cancellation request is made after the 24-hour window, we may not be able to stop the shipment of the order. In such cases, our standard refund and return policy will apply.
  5. Refunds for Cancellations: Full refunds will be issued for successfully cancelled orders. Refunds will be processed back to the original payment method used at the time of purchase.
  6. Processing Time for Orders: Orders are typically processed within 1-2 business days. During peak periods, processing times may be longer.
  7. Order Modifications: If you need to modify an order (e.g., change in size, color, or address), please contact us within the 24-hour cancellation window. We will do our best to accommodate the request, but cannot guarantee changes can be made once an order is processed.
  8. Out of Stock Items: Occasionally, items may be out of stock after an order is placed. In such cases, we will notify you and offer either a replacement with a similar item or a full refund.
  9. Customer Support: For any queries related to cancellations or order processing, please reach out to our customer service team. We are committed to providing timely and helpful support.

Please note that this policy is subject to change, and we recommend customers review the policy periodically. We value your business and aim to provide a smooth and efficient order processing and cancellation experience.

Delivery Policy for 24 Shoes

At 24 Shoes, we strive to ensure a smooth and efficient delivery experience for all our customers. Below is our delivery policy, detailing the process, timeframes, and guidelines for shipping orders to our customers:

  1. Shipping Coverage: We ship to Canada only for now.
  2. Delivery Timeframes: Typically, orders are delivered within 7-14 business days.
  3. Shipping Costs: We offer free standard shipping for areas we deliver to and extra cost might apply to remote areas.
  4. Order Processing Time: Orders are usually processed and dispatched from our warehouse within 1-2 business days of the order being placed.
  5. Carrier Information: We use reliable shipping carriers to ensure your order arrives safely and on time. You will receive a tracking number once your order is dispatched.
  6. Delivery Issues:

If you experience any issues with delivery, such as non-receipt of your order or damage upon arrival, please contact us immediately.

In the case of a lost package, we will initiate an investigation with the carrier and strive to resolve the issue promptly.

8. Delivery Instructions: If you have specific delivery instructions (e.g., leave the package with a neighbor), please include them in your order notes or inform our customer service team.

9. Failed Deliveries: If a delivery attempt is unsuccessful (e.g., no one is available to receive the package), the carrier will typically leave a note with instructions for redelivery or pickup.

10. Shipping Confirmation: Once your order is on its way, we will send you a confirmation email with tracking information.

11. Address Changes: If you need to change the delivery address after placing an order, please contact us as soon as possible. We cannot guarantee address changes for orders that are already processed or shipped.

Please note that our delivery policy is subject to change, and we recommend customers review it periodically. We are committed to ensuring that your order reaches you in a timely and efficient manner. For any further inquiries regarding our delivery policy, please contact our customer support team.

Unacceptable Dispute Policy for 24 Shoes

At 24 Shoes, we aim to provide a fair and transparent process for handling disputes. However, there are certain types of disputes that are deemed unacceptable under our policy. The following outlines our unacceptable dispute policy:

  1. False Claims: Disputes based on false, fabricated, or misleading information are strictly prohibited. This includes claims for non-receipt of delivery when tracking information confirms the delivery, or disputes claiming items not as described when they match the product description and images.
  2. Chargeback Fraud: Initiating a chargeback with your bank or credit card company without first attempting to resolve the issue directly with us is considered fraudulent and unacceptable.
  3. Non-Compliance with Return Policy: Disputes filed after failing to follow our return policy, such as returning items outside the designated return window or returning items that are not in their original condition, will not be accepted.
  4. Disputes for Delays Outside of Our Control: Disputes raised due to shipping delays caused by external factors such as customs, natural disasters, or postal service problems that are outside of our control are not accepted.
  5. Abusive Behavior: Any disputes accompanied by threats, abusive language, or aggressive behavior towards our customer service team will not be tolerated.
  6. Multiple Disputes: Repeatedly filing disputes in a manner that appears to be an abuse of the dispute process will be deemed unacceptable.
  7. Disputes for Wear and Tear: Claims disputing the normal wear and tear of products over time or with regular use will not be considered.
  8. Unauthorized Use Disputes: Disputes filed for purchases made by friends, family, or other individuals with access to your payment method, without evidence of unauthorized use or fraud, are not acceptable.
  9. Disliking the Product: Disputes based on personal preference or dissatisfaction (e.g., “I don’t like it”) after the product has been received in good condition and as described.
  10. Inaccurate Product Description Claims: Disputes claiming that the product description is not real, when the received item matches the description and images provided on our website.
  11. Unusual Product Smell: Disputes regarding an unusual smell of products, unless it is proven to be due to a manufacturing defect.
  12. Ordering the Wrong Item or SKU: Disputes arising from the customer’s mistake in ordering the wrong item or SKU. It is the customer’s responsibility to ensure the correctness of their order before purchase.
  13. Incorrect Shipping Address Provided: Disputes due to providing an incorrect shipping address. It is the customer’s responsibility to provide accurate shipping information.
  14. Negotiated Product Differences: Disputes over product differences that were previously negotiated and agreed upon before purchase.
  15. Deleted Tracking Information: Disputes arising due to tracking information being deleted by logistics companies or local post offices, especially when such situations are beyond our control.
  16. Customs Clearance Non-Compliance: Disputes related to packages returned, discarded, or detained due to the consignee’s failure to comply with customs clearance in accordance with the foreign trade policies of certain countries.

We encourage our customers to contact our customer service team to resolve any issues before filing a dispute. We are dedicated to providing assistance and finding fair solutions. Please note that customers who engage in unacceptable dispute practices may be subject to account limitations or termination. This policy is subject to change, and we recommend reviewing it periodically.

Products or Package Damage Policy for 24 Shoes

At 24 Shoes, we are dedicated to ensuring that your products arrive in excellent condition. However, we understand that occasionally, products or packages may arrive damaged. In such instances, our policy is as follows:

1. Damaged Products or Packages:

Full Refund or Replacement for Badly Damaged Packages: We offer a full refund or a replacement for packages that arrive badly damaged.

Partial Refund or Replacement for Partially Damaged Packages: For partially damaged packages (excluding minor issues), we offer a partial refund or a replacement.

Special Notes for Damaged Products: For fragile products, we recommend a refund. We cannot offer refunds or after-sale services for damaged packing boxes due to long-distance international delivery.

2. Incorrect or Missing Products:

Incorrect Products: A full refund or replacement is offered for incorrect products.

Wrong Color, Size (Minor Issues): A refund or resend is offered if provided with a screenshot of the client’s complaint, including name, content, and date.

Missing Parts (Minor): Partial refund or resend of the missing part may be offered if the missing part doesn’t affect product function.

Missing Parts (Major): For parts missing that affect product function, we will resend the product.

Accessories: We will resend any missing accessories.

3. Special Notes for Incorrect or Missing Products:

Size Issues: We appreciate customers measuring the product according to the correct method and providing a photo of the measurement. Our dispute team will then quickly handle the disputes.

4. Reporting and Resolution Process:

Reporting Timeline: Customers should report damages, incorrect, or missing items within 48 hours of receipt.

Evidence Requirement: Photographic evidence and a detailed description of the issue should be provided.

Assessment and Action: Our team will assess the situation and provide the appropriate resolution, whether a refund, replacement, or resend.

5. Customer Support:

For any concerns or issues, customers are encouraged to contact our customer service team for prompt assistance.

Please note, this policy is subject to change, and we advise customers to review it periodically. At 24 Shoes, our goal is to ensure customer satisfaction by addressing product issues promptly and fairly.

Orders Delayed or Not Received Policy for 24 Shoes

At 24 Shoes, we understand the importance of timely delivery of orders. However, there may be instances where orders are delayed or not received. Our policy for such situations is as follows:

Post Office Holding: Orders may be held at the nearest post office due to issues like insufficient address or package unclaimed. We advise clients to contact or visit their local post office for resolution.

Local Tracking Discrepancies: If local tracking shows delivery but the customer claims non-receipt, we will investigate, which may take 1-2 months. However, we cannot guarantee a resolution.

Orders Not Received (Tracking Shows Delivered):

We will not process refunds or resends if tracking information indicates that an order is delivered.

Non-Delivery Certification: If a package is not received, a non-delivery certification from the local post office with an official seal is required.

Tracking Information Alert: If tracking shows an ‘Alert’ status, reasons could include incorrect address, unknown recipient, refusal of package, failure to pick up in time, unsafe delivery location, uncleared customs, among others.

Notes on Undelivered or Returned Packages:

Local Distribution Practices: Local distributors generally attempt delivery 1-3 times. Unclaimed packages are returned to the local post office for 3-7 days, after which they are sent back to our logistics company. 24 Shoes takes no responsibility for lost products during this return.

Return to us: If the logistics company offers a return service to us, returned products will be placed in the customer’s private inventory, and no refund will be issued.

Unprocessed Undelivered Orders: We cannot offer a refund or resend for orders that are unclaimed or destroyed by logistics companies.

Customer Service Support:

  • Our customer service team is available to assist with any issues related to delayed or not received orders and will provide updates and solutions as needed.

Please note that this policy is subject to change. We advise customers to regularly review our policies and to contact our customer support team for assistance with any issues related to delayed, not received, or disputed orders. At 24 Shoes, we are committed to working with our customers to find satisfactory solutions to shipping and delivery challenges.