Return & Refund Policy
By placing orders from OCWShoes, please ensure that you read, understood, and agreed with our return/refund terms.
Returns are available if initiated within seven (7) days from the date showing delivered status successfully on the carrier's system. You must email our customer service within 7 days to request the return/refund. Any claims made after 7 days will NOT be accepted.
2.1. RETURN & REFUND POLICY CONDITIONS
- The product has to buy from our store (Transaction invoice or Shipping label and Proof images is required)
- The return/refund policy only applies to the wrong, damaged or defective product.
- All items must be returned in their original condition; it is new, unworn, or unused in their original package, including packaging materials, blanked warranty card, booklet, accessories (if any).
We will not accept the return/exchange request in the following cases:
- Changing the decision.
- The used products.
- Losing the attached accessories.
- Size/color is correct as of the original order
- The product is an attached gift.
Note: The return request must be the consent of the store representative.
2.2. EXCHANGE POLICY CONDITIONS
If in case we shipped the correct item(s)/variant(s) as you ordered and they do not fit, our store will support you to change into another size. You only need to re-send your item(s) and pay the shipping fee (this fee will base on your shipping location).
2.3. REFUND REFUSAL
Despite that OCWShoes always wants to bring the best value to the customer, we cannot accept return/refund in the following situations:
- We sent you the correct item with the correct size and correct variant.
- You decline to follow our return instruction and do not provide us the adequate requested information
- The item is the free gift included
2.4. RETURN/REFUND INSTRUCTION
- As receiving the item, you can send us a return/refund request to our customer support email email@example.com within 7 days of receiving the package
- The email should include the shipping label, photos or video of the proof of the wrong/defective/damaged item.
Please note that we will not accept to solve cases when the customers return the goods by themselves without the shop's guidance and approval
In case both sides reach the agreement, the return's package will be shipped via the shipping agency (recommend: USPS or UPS) including the tracking number. The customer will pay for the returning fee. We will not be responsible if the package is lost or damaged on its way back. After we received the package, if it meets the full conditions above, we will refund the order value back to your account in the next 3-5 working days.
You need to send us the transaction invoice or the proof showing you bought our products. The shipping fee will not be refunded.
2.5. REFUND METHOD( IF APPLICABLE)
We will refund any money received from you using the same method used to make the payment if the card is available.
The refund process may take 3-5 working days. If you do not receive the refund after 3-5 working days, please contact us via firstname.lastname@example.org to have quick help.
After completing your purchase, if you would like to cancel your order, please notify that:
- Under 6 hours: full value refund of the order
- From 6-12 hours: 30% of your total order value will be charged for stocking, processing, and a transaction fee on Payment Gateway.
- After 12 hours: your cancellation request will be refused since your order is being processed.
2.7. ORDER REVISION
For any changes in the shipping address or a variant of item (including size and color), please contact us via email at email@example.com within 12 hours, and our customer supporters will be ready to help you repair the order.
In case you want to cancel the order due to placing the wrong order, we are also glad to help if you notify us within 12 hours from the purchasing time:
- If the replacement item(s) have the same price as the wrong placed item(s), we will help you repair the order and the order will not be canceled.
- If the replacement item(s) have an unequal price to the wrong placed item(s), we will provide a discount code that has the same value as your old order so that you could apply it and place the new order.
The excessive amount of money(in case the new order has a smaller value than the old one) will be refunded to you by the original payment method ( if your card is available) or will be credited in another discount code( if your card is unavailable).