Return Policy
Policy Overview
This return and exchange policy applies to all handmade luxury leather shoe products purchased on the IDYTGEP official website, serving customers in the United States. We adhere to a customer-oriented service principle and provide standardized return and exchange services under compliant conditions, ensuring a safe and reassuring shopping experience for every user. All return procedures strictly follow international cross-border e-commerce rules and U.S. local consumer protection regulations.
Eligibility for Returns
Products are eligible for return application within 30 calendar days after customers receive the goods. To qualify for return, the product must be kept in original unused condition, with no wear marks, no scratches, no dirt, no artificial damage, and retain the original shoe box, packaging accessories, and product labels. Worn, artificially damaged, improperly maintained or personalized customized products that do not affect secondary sales are not supported for unconditional return.
Custom Order Return Rules
Since customized handmade leather shoes are produced strictly according to customers’ personal requirements with exclusive craftsmanship and material configuration, customized products are non-refundable and non-exchangeable. If the product has production quality defects or delivery errors caused by our side, we provide free remaking, replacement or full refund services.
Quality Issues Handling
If the received products have inherent quality problems such as stitching defects, material flaws, production errors and other non-human damage, customers can apply for free return, exchange or full refund within the valid return period. We will bear the corresponding return shipping fees and related handling costs. Customers need to provide clear product photos and video evidence for verification.
Non-Quality Return Rules
For non-quality reasons such as inappropriate shoe size, personal aesthetic mismatch, and accidental wrong order placement, we support returns within the valid period on the premise that the products are intact and unused. Customers need to bear the return shipping fees and the round-trip logistics costs incurred by the return. The final refund amount will be deducted from the corresponding logistics expenses.
Return Processing Procedure
Customers who need to return goods shall first submit a return application via the official support email. Our customer service team will review the application within 24 working hours and issue a formal return instruction and return address. Please do not return goods without authorization. After we receive and inspect the returned products to be qualified, we will complete the refund processing within 3-7 working days, and the funds will be returned to the original payment account.
Non-Returnable Situations
The following situations do not support return and exchange services: products exceeding the 30-day return period; products with artificial wear, collision damage, water soaking and improper maintenance damage; products without original packaging and complete accessories; customized personalized products without quality problems; malicious return and repeated unreasonable return behaviors.
