Shipping & Returns

 

1. Shipping

Delivery terms

All delivery times are indicative only. However, we will always do everything we can to get your order to you as quickly as possible.

Shipping address

We are not responsible for parcels not received due to an incorrect or incomplete shipping address. Items undelivered due to incomplete or inaccurate shipping address will be reissued if and when they are received back and will incur a reshipping fee.

Duties & taxes

International orders are subject to the receiving country’s import fees, duties, taxes, or fees. These funds are set by your home country’s government as per import/export regulations and charged by the DHL courier. We are not responsible for any of these duties, taxes, or other fees.

If a parcel is returned to us because a customer refused to pay for any import taxes or customs duties due payable, the parcel’s refund will not include the shipping and return costs.

 

Track your parcel

You will receive a confirmation email immediately after placing your order to confirm it. When your order has been shipped, you will receive an email from DHL to track your package. If you have not received an email within 10 minutes, please check your spam email folder or contact our Customer Care team.

Chinese users who have a ‘@163.com’ or ‘@qq.com’ email address may not receive some email notifications. Please provide us some other reliable email address or contact our Customer Care team.

 

2. Returns

Exchanges and returns are accepted until seven days after the item is received.

 

How to return a product or an order?

To return one or more items from an order, contact our Customer Care team for a return authorization. Please write your order number in the email’s subject line.

We do not provide a return label. Customers are responsible for all shipping costs involved in the returning of the items. Taxes or duties on international shipments are non-refundable.

 

Important information on returns

• All items must be unworn in their original packaging, with packaging intact to be eligible for return.
• Shoes must be tried on a carpeted surface as our soles are delicate.
• Items returned or exchanged without prior notification and original packaging will not be accepted.
• Our items go through a process of quality control checks. Even then, it can still happen that you receive a damaged item due to transportation. Please contact our Customer Care team with a photo of the faulty item.
• Sale, discounted items, Last chance items, and limited-edition items are final sale and ineligible for exchange or returns.
• We are not responsible for Justine Clenquet’s items purchased from other retailers.

 

Refunds

Once the returned product has been quality checked and approved, our Customer Care team will issue a refund to the original method of payment and a confirmation email will be sent to you.