FAQ

Frequently Asked Questions

Choosing handcrafted boots online involves important decisions about fit, leather, and production. Find answers below or contact service@luosjiet.com.

Before You Order — Important Information

At LUOSJIET, we believe that every customer should fully understand our products and purchasing policies before placing an order.

Our boots are handcrafted, and natural variations in leather grain, color, texture, and finishing are part of their character. Minor differences may occur between individual boots and production batches.

Please also understand that footwear sizing is highly individual. Different lasts, foot shapes, and personal fit preferences can affect how a boot feels. While we are happy to provide sizing recommendations, a perfect fit cannot be guaranteed.

Before placing your order, please:

  1. Carefully review the product description, sizing information, and boot last details.
  2. Read our Shipping, Returns & Exchanges, and Customization Policies.
  3. Double-check your selected size, width, color, and shipping address.
  4. Contact Customer Support if you have any questions.
  5. Consider joining the LUOSJIET Reddit community to read independent customer experiences, including both positive and critical feedback.

Important information about returns and exchanges:

Our voluntary return and size exchange services are currently available only for eligible orders delivered within the United States.

Made to Order products and products with Light Customization are excluded from these voluntary services.

Customers outside the United States are encouraged to carefully consider their sizing and purchasing decisions before placing an order.

These limitations do not affect any mandatory consumer rights relating to defective, damaged, misdescribed, or incorrectly supplied products.

Once an order has been dispatched, cancellation, interception, or redirection may no longer be possible.

We understand that LUOSJIET boots may not be the right choice for everyone. We genuinely respect and appreciate customers who carefully review our products and policies and ultimately decide not to purchase.

Our goal is to help customers make informed decisions and enjoy their boots with realistic expectations. Thank you for your understanding and interest in LUOSJIET.

Membership & Nails Rewards

Q1. How do I become a LUOSJIET Rewards member?
Joining is free. Our rewards program is powered by Smile.io, and reward points are called Nails. Visit the LUOSJIET Member Center and select Join now to register. We recommend joining before your first order to access eligible rewards. Membership is optional; you can shop without joining.
Q2. What are the benefits of LUOSJIET membership?
Eligible members can earn Nails through qualifying purchases and activities, redeem available rewards, review their points balance and history, and participate in eligible promotions. Benefits are subject to program rules. Free shipping on qualifying orders of US$200 or more is available to all customers, including non-members.
Q3. How do I earn 3,990 Nails with Size Exchange Protection?
Purchasing eligible Pre-Purchase Size Exchange Protection for US$39.90 per pair qualifies for 3,990 Nails under the rewards program. The reward is subject to a 60-day redemption waiting period under program rules. If you use the protection, the associated 3,990 Nails will be deducted. If unused, the Nails may be retained and redeemed under applicable rules. Cancellation or refund of the qualifying purchase may reverse the corresponding Nails. Register and check your rewards in the Member Center.

Ordering & Production

Q4. What is the difference between RTS, RTO, and MTO?
Ready to Ship (RTS): in-stock products, generally dispatched within 48 hours after payment confirmation.
Ready to Order (RTO): standard-configuration products made after ordering, estimated dispatch in approximately 2 weeks.
Made to Order (MTO): products made to the applicable order specifications, estimated dispatch in approximately 4 weeks. These are dispatch estimates, not guaranteed delivery dates.
Q5. Why hasn't my order shipped yet?
Production may be required depending on the order type. RTS generally dispatches within 48 hours; RTO takes approximately 2 weeks; MTO approximately 4 weeks. An order not dispatched within 48 hours may be a standard RTO product rather than an out-of-stock item. Check the product page or contact support.
Q6. How long does Light Customization take?
Light Customization generally adds approximately 7 days to the standard dispatch estimate. RTO with Light Customization typically takes approximately 3 weeks; MTO with Light Customization approximately 5 weeks. Selected RTS products may also offer Light Customization with extra preparation time. Availability depends on the product and modification.
Q7. Can I change my order after payment?
Contact us as soon as possible to request changes to size, width, color, address, or other details. We will check whether changes remain possible; they cannot be guaranteed after production or shipping arrangements progress. Customization or specification changes may affect timing, price, and voluntary return or exchange eligibility.

Shipping & Import Duties

Q8. How much does shipping cost?
Orders of US$200 or more: FREE SHIPPING.
Orders below US$200: US$80 SHIPPING.
These rates apply to qualifying first-time and returning customers.
Q9. Do I need to pay import duties or import taxes?
LUOSJIET covers applicable import duties and import taxes for shipments to the countries and regions we currently support. Authorized shipping partners arrange and pay these charges on our behalf. Customers are not expected to pay additional import duties or import taxes upon delivery. If a carrier unexpectedly requests such payment, contact us before paying.
Q10. How long does international delivery take?
International delivery generally takes approximately 7–15 business days after dispatch, excluding production and preparation. Actual transit times depend on customs, carriers, weather, and destination. Estimates are not guarantees.
Q11. Which shipping companies do you use?
Depending on destination and shipment arrangements, we may use YunExpress, UPS, DHL, FedEx, USPS, or other authorized local delivery partners. Tracking information will be provided when available.
Q12. Why hasn't my tracking information been updated?
International shipments can show gaps in tracking during customs clearance, carrier transfers, or local delivery arrangements. This does not necessarily mean the parcel is lost. Contact support if updates are unusually delayed.
Q13. Can I change my shipping address after placing an order?
Contact us immediately if your address is incorrect or incomplete. We will try to assist, but changes cannot be guaranteed after dispatch. Additional costs caused by customer-provided address errors may apply where legally permitted. We will address errors caused by LUOSJIET or our shipping partner without charging you for those errors.
Q14. Can you recall a package after it has shipped?
Once a parcel enters the carrier network, recall or redirection may not be possible. Contact us immediately and we will review available options with the carrier.
Q15. What happens if my package is lost or damaged?
If a shipment is confirmed lost in transit, you may choose a free replacement of the same product or a full refund including applicable shipping charges. If a product is confirmed damaged in shipping, you may choose a free replacement or a full refund of the affected product and applicable shipping charges. No cancellation or processing fee applies to confirmed shipping-related cases.
Q16. What if my package shows delivered but I haven't received it?
Contact us. We will review tracking, delivery photographs, signatures, and carrier confirmation where available. If the shipment is confirmed lost or misdelivered, we will offer a free replacement or a full refund of the affected order.
Q17. Do you offer signature-required delivery?
Additional delivery services may be available for selected destinations; availability and charges vary. Contact us before ordering if you need a specific delivery arrangement.

Sizing & Fit

Q18. How do I choose the correct LUOSJIET size?
Consider your measured foot length, forefoot width, ball girth, instep volume, heel shape, sock thickness, fit preference, and the specific LUOSJIET last. The same labeled size can fit differently across lasts. See our Size Guide and the relevant Last Guide.
Q19. What is a Brannock measurement?
A Brannock Device is a footwear-store measuring instrument that helps assess foot length, arch length, and width. Professional measurements are recommended when available. Carefully taken home measurements are also useful.
Q20. Can I measure my feet at home?
Yes. Measure both feet while standing and bearing weight naturally, following the Size Guide. Self-measurements may contain errors; recommendations based on available information cannot guarantee a perfect fit.
Q21. Why do different LUOSJIET lasts fit differently?
A last determines the boot’s underlying shape and proportions. Toe shape, forefoot width, ball position, waist, heel, and instep volume can vary. Therefore, identical labeled sizes may feel different across lasts. Consult the relevant Last Guide.
Q22. What is the difference between D, E, and EE widths?
D, E, and EE are width designations on selected products. Generally, E provides more width and volume than D, and EE more than E. Actual fit depends on the specific last and grading system; not all models offer all widths.
Q23. Can I use my existing boot size to choose a LUOSJIET size?
Existing boot sizes are useful references, but brands differ in lasts, sizing systems, and fit standards. Combine them with foot measurements and the specific LUOSJIET last information.
Q24. Why might the size recommended by LUOSJIET not fit perfectly?
Fit depends on individual anatomy, sock thickness, heel shape, foot volume, the last, and personal preference. Recommendations help inform your decision but cannot guarantee a perfect fit. Contact us before ordering if uncertain.
Q25. Should I buy insoles to improve the fit?
Insoles may fine-tune boots with slightly more volume than preferred, but they do not replace choosing an appropriate size and width. Select the best size first.

Returns, Exchanges & Cancellations

Q26. Can I return my boots if they do not fit?
For eligible U.S.-delivered orders, customers may request a voluntary return within 15 calendar days after delivery. The standard voluntary return fee is US$99.90 per pair, including a prepaid standard domestic U.S. return label and handling. Eligible RTS and standard RTO boots qualify. MTO and Light Customization products are excluded from voluntary returns, subject to applicable law. See our Returns & Exchanges Policy for full terms.
Q27. What is Size Exchange Protection?
An optional service currently offered for eligible U.S. orders. Pre-Purchase Size Exchange Protection costs US$39.90 per eligible pair and covers one approved size and/or width exchange, including standard domestic return shipping and shipment of the replacement pair. Eligible RTS and standard RTO products qualify; MTO and any Light Customization products do not.
Q28. Can I purchase a size exchange service after placing my order?
Eligible U.S. customers who did not purchase protection at checkout may request the US$59.90 Post-Purchase Size Exchange Service within 15 calendar days after delivery, subject to Customer Support approval. Do not purchase this service before receiving approval.
Q29. Can I exchange my boots for a different model or leather?
Voluntary size exchange services cover size, width, or both only. The model, leather, color, sole, and other specifications must remain unchanged. Different configurations are not covered.
Q30. What if my replacement size is unavailable?
If the approved replacement size or width is unavailable, we will arrange production of the replacement pair and ship it after production is completed. Production and delivery times may vary.
Q31. Can I cancel my order?
Customers may request voluntary cancellation within 24 hours after successful payment. A cancellation fee of 10% of the canceled order amount may apply only where permitted by applicable law and clearly disclosed before purchase. Voluntary cancellations of RTO, MTO, and Light Customization orders after the first 24 hours are generally not accepted, subject to applicable law. This fee is not a PayPal, Shopify Payments, or card processing fee. Contact service@luosjiet.com promptly.
Q32. Do you offer returns and exchanges outside the United States?
Standard voluntary returns and size exchange services currently apply only to eligible orders delivered within the United States. Customers elsewhere may contact support about available options. Mandatory rights for defective, damaged, misdescribed, or incorrectly supplied goods are unaffected.
Q33. What if I receive a defective or incorrect product?
Email your order number, a description, and photos where possible to service@luosjiet.com. We will review the issue and provide an appropriate resolution under applicable law. Voluntary return fees and exclusions do not limit mandatory consumer rights.

Leather & Customization

Q34. Why does the leather color look different from the website photos?
Leather appearance varies with lighting, photography, screen settings, and natural characteristics. Full-grain leather may show variations in grain, texture, color, and creasing. We aim to represent colors accurately. Contact us if the item materially differs from its description.
Q35. Can I customize my boots?
Selected products offer Light Customization or Made to Order options. Available modifications depend on the model, materials, construction, and technical compatibility. Check the product page or contact support before ordering.
Q36. How much does customization cost?
LUOSJIET offers Light Customization services starting from US$19.99. Pricing varies by option, materials, and production requirements. Special or complex requests outside standard options are quoted individually. All charges will be confirmed before payment. There is no universal 10% minimum customization fee.
Q37. Can customized boots be returned or exchanged?
MTO and any Light Customization products are excluded from our standard voluntary return and size exchange services. Mandatory rights concerning defective, damaged, misdescribed, or incorrectly supplied products are unaffected.

Customer Support & Other Questions

Q38. Can I try on or purchase LUOSJIET boots in person?
Our Dongguan location may be visited by appointment. Customers may try on available boots and purchase eligible in-stock products during an approved visit. Contact support in advance. Our Hong Kong registered address is not a retail showroom.
Q39. Where can I resell my LUOSJIET boots?
You may explore independent resale platforms and boot enthusiast communities, following their rules. LUOSJIET does not guarantee or assume responsibility for independent buyer–seller transactions.
Q40. How can I contact LUOSJIET?
Email service@luosjiet.com for product, sizing, order, shipping, return, exchange, and after-sales questions.
Hong Kong Luosjiet International Footwear Limited
Room 1D, 2/F, Fu Tao Building, 98 Argyle Street, Mong Kok, Kowloon, Hong Kong SAR.
Important: This FAQ is general guidance. Please refer to our Shipping Policy, Returns & Exchanges Policy, Terms of Service, and applicable product or service terms. Mandatory consumer rights remain unaffected.