RETURNS & EXCHANGES
RETURNS & EXCHANGES
If you discover a fault with the item(s) you have received, please contact us straight away and our Customer Care Team will try to resolve the issue for you as soon as possible.
Should you wish to return your item(s) for any reason, please refer to the table below as a guideline and contact us within 14 days from receiving your order for a case number explaining the reason for your returns request. Item(s) should be returned within 14 days from receipt of your case number.
To request a Case Number, Returns Form and further instructions on how to return your order, email us at firstname.lastname@example.org.
Exchanges/returns will be processed upon receipt of the regarding item(s).
Acknowledgement of receipt will be sent electronically following the evaluation process, stating the outcome and whether the item is eligible for exchange, refund or credit.
Packages sent without first contacting us will not be accepted.
Please Note: Shipping and handling charges are not refundable. Packages that arrive COD may be denied, or the COD amount may be deducted from your return.
Please refer to the following criteria as a guideline only to our returns/exchange policy:
- No monetary refunds available.
- Exchange or store credit only.
- Items must not be damaged.
- Items must be in new/original condition with all tags and packaging intact.
- Exceptions and other conditions will be noted within the item description.
- Evaluation process may take up to 21 days from receipt.
- Upon dispute, the returns/exchange decisions by 10thshop will be final.
- Items must be in an unworn, resellable condition with all original tags and packaging intact.
- All shoes should be tried on a carpeted surface before wear.
For returns and exchanges, please complete and include our Returns Form, stating the full nature of your request.
Please note items remain the responsibility of the customer until it is received by 10thshop.com. Therefore it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.
Once we receive your package, we will evaluate the products before proceeding with exchanging or refunding your order in store credits.
10thshop.com reserves the right to replace the faulty item with one of the same style, size and color. Where unavailable, refunds will be processed through the original payment method.
Return items should be posted with a completed 10thshop Returns Form to the following address:
UNIT 2508, 25/F, W50, 50 WONG CHUK HANG ROAD, WONG CHUK HANG, HONG KONG
Incorrect item, missing item or faulty item
If you believe there is a fault with an item you have received, please email us at email@example.com as soon as you discover the issue to start the returns/exchange procedure and we will do our best to resolve the problem. A replacement will be sent where the item is still available. Under these circumstances, the shipping cost of the replacement where items are missing, or the return shipment where an incorrect or faulty item has been received will be covered by 10thshop.com.
10thshop.com store credit will be given when an exchange is unavailable and is valid for a period of 6 months from the initial date of issue.
Store Credit can be used only once within 6 months of issuance in its entirety on an order that is either equal to or greater than the value of the Store Credit.
There are no refunds or exchanges for sale and promotion items.