Question 1: Which countries/regions do you ship to? How long does shipping take?

Answer: We currently ship to most countries and regions in Europe (e.g., UK, France, Italy, etc.) and North America (USA, Canada). Specific delivery times vary depending on the destination:

  • USA and Canada: 7-21 business days (standard shipping); 7-14 business days (express shipping)
  • EU countries and the UK: 7-21 business days (standard shipping); 7-14 business days (express shipping)

Note: During peak seasons (e.g., Christmas, Black Friday) or due to unforeseen circumstances (e.g., customs inspections, bad weather), delivery times may be slightly longer. You can track the real-time shipping status using the tracking number provided after shipment.

Answer: For orders shipped to EU countries, the UK, the US, and Canada, our prices (except for the US) include local customs duties; customs duties are not included for other countries. These fees are determined by the customs regulations and tax policies of the destination country/region. As the recipient, you are responsible for paying any applicable customs duties or taxes upon receipt of the goods.

To help you estimate potential costs, we will provide a commercial invoice containing detailed product information (value, quantity, category) for customs declaration. You can also consult your local customs department in advance to understand the specific tax rates and regulations.

A: To ensure a safe and convenient payment experience, we accept the following major payment methods:

  • Credit/Debit Cards: Visa, Mastercard, American Express (all payments are processed through encrypted channels to protect your card information)
  • E-wallets: PayPal

All transactions are settled in US dollars or Euros. No additional transaction fees are charged.

Answer: You can cancel or modify your order free of charge within 2 hours of placing the order (including changing product size/color, shipping address, etc.). To do this, please log in to your account, find the corresponding order, and click “Cancel Order” or “Modify Order”. If you are unable to do this yourself, please contact our customer service immediately and provide your order number. Note: Once an order has been processed (packaged or shipped), we will not be able to cancel or modify the order. In this case, you can choose to return the product and receive a refund after receiving it (subject to our return policy).

Answer: Common reasons for order rejection or payment failure include:

  • Insufficient funds in your payment account or exceeding your credit card limit
  • The billing address does not match the address registered with your credit card issuer (please ensure that the billing address you entered matches your credit card billing address)
  • The payment was identified as a risky transaction by the bank or payment platform (you can contact your bank to lift the transaction restrictions or try other payment methods)
  • Incomplete or incorrect order information (e.g., missing phone number, invalid email address)

If you encounter payment problems, please check the above points first. If the problem persists, please contact our customer service and provide your order number and payment method so that we can assist you.

Answer: Our shoes use the international standard sizing system (US, EU, UK sizes). To help you choose the correct size, we provide a detailed size chart on each shoe product page, including foot length, foot width, and corresponding size conversions.

Size selection suggestions:

  • Measure your foot length (from toe to heel) and foot width, then compare them to the size chart.
  • If you have wide feet or prefer a looser fit, we recommend choosing one size larger.
  • For boots or shoes with thick insoles, you may also consider choosing half a size larger. If you are unsure about the size, please contact our customer service and provide your foot measurements. We will provide you with professional size advice.

Answer: We are committed to using high-quality materials for our bags. The materials used are clearly indicated on each bag’s product page (e.g., genuine leather, PU leather, canvas, nylon, etc.). All materials undergo rigorous quality testing to ensure durability and practicality:

  • Genuine leather bags: Made from top-grain cowhide, soft and breathable, and very durable. With proper care, they can last a long time.
  • PU leather bags: Made from high-density PU material, waterproof, scratch-resistant, and easy to clean. Its texture is similar to genuine leather, but at a more affordable price.
  • Canvas/Nylon bags: Lightweight, durable, and wear-resistant, suitable for daily use and travel.

Answer: Yes, all our toys strictly comply with European and American safety standards, including EN 71 (European Toy Safety Standard) and ASTM F963 (American Toy Safety Standard). They have passed professional third-party testing and do not contain harmful substances such as lead, phthalates, or formaldehyde.

A: If you are not satisfied with the product (e.g., incorrect size, dislike the style, or product quality issues), you will be responsible for the return shipping costs, provided that:

  • The product remains in its original condition (unused, unwashed, with tags and packaging intact)
  • The product is not damaged by human error

For returns due to our reasons (e.g., wrong item shipped, defective product), we will cover the return shipping costs and provide a prepaid return shipping label.

A: After we receive and inspect the returned product (usually within 3-5 business days), we will confirm that it meets the return conditions and initiate the refund process. The refund will be credited back to your original payment account within 5-10 business days (the exact time depends on your bank or payment platform’s processing speed).

We will send you an email notification once the refund is initiated. If you have not received your refund within 15 business days, please contact our customer service and provide your order number and refund confirmation email so that we can verify it.

A: You can contact our customer service through the following channels:

  • Email: noeber03@gmail.com (response within 24 business hours)
  • Online Chat: Click the “Online Chat” button in the lower right corner of the website (Business hours: Monday to Friday, 9:00 AM – 6:00 PM EST/CET)
  • WhatsApp: +86 13849359575 (Business hours: Monday to Friday, 10:00 AM – 5:00 PM EST/CET)

A: If the order has not yet been shipped, we can help you change the shipping address. Please contact our customer service immediately after placing your order and provide your order number and the correct shipping address. Once the order has been shipped, we will not be able to change the shipping address. In this case, you can contact the logistics company to change the address (the specific process depends on the logistics company’s regulations), or apply for a return after receiving the goods.