Returns, Exchanges & Cancellations

LUOSJIET Global Returns & Exchanges Policy

Version 4.0 | Effective Date: November 2, 2026

At LUOSJIET, we are committed to creating high-quality handcrafted boots and providing a transparent shopping experience.

We understand that finding the right size and width can sometimes be challenging when purchasing footwear online.

To help customers shop with greater confidence, we offer standardized voluntary return and size exchange services across selected international markets.

Please review the following terms before placing your order.

Global Service Overview

Both voluntary services are available for eligible footwear orders delivered to the United States, European Union, United Kingdom, Canada, and Australia. Fees are charged per eligible pair in US dollars. Mandatory statutory consumer rights remain unaffected.

1. Important Notice Before Ordering

Every pair of LUOSJIET boots involves carefully selected materials, skilled craftsmanship, and dedicated production resources.

We kindly ask customers to make thoughtful and informed purchasing decisions.

Before completing payment, please carefully review:

• Boot model and product specifications
• Size and width
• Leather type and color
• Sole configuration
• Customization options
• Shipping address and contact information
• Estimated production and delivery times

If you are uncertain about sizing, fit, or product specifications, please contact LUOSJIET Customer Support before purchasing.

Please avoid placing orders simply to try different options with the intention of canceling or returning them later.

We appreciate customers who take the time to understand their purchases and support responsible craftsmanship.

This notice does not restrict any mandatory consumer cancellation, return, or refund rights.

2. Order Cancellations

2.1 Cancellation Requests Within 24 Hours

Customers may request voluntary cancellation within 24 hours after successful payment.

For customer-initiated voluntary cancellations, a cancellation fee of 10% of the canceled order amount may apply where:

• The fee is permitted by applicable law;
• The fee was clearly disclosed before purchase; and
• The customer does not have a statutory right to cancel without such a deduction.

The 10% fee is a LUOSJIET order cancellation charge. It is not represented as the actual payment processing fee charged by PayPal, Shopify Payments, or a credit card provider.

The time at which LUOSJIET receives the cancellation request will be used to determine whether it falls within the 24-hour request window.

Submitting a cancellation request does not automatically guarantee cancellation where fulfillment has already progressed or where other applicable conditions apply.

2.2 Cancellation Requests After 24 Hours

For Ready to Order (RTO), Made to Order (MTO), and orders with Light Customization, voluntary cancellation requests submitted after the initial 24-hour period will generally not be accepted, except where required by applicable law or expressly agreed by LUOSJIET.

For Ready to Ship (RTS) orders, cancellation requests submitted after the initial 24-hour period will be reviewed according to fulfillment status, the applicable return policy, and consumer protection laws.

2.3 Cancellations Initiated by LUOSJIET

If LUOSJIET cancels an order because we cannot fulfill it, the affected payment will be refunded in full.

No cancellation fee will apply.

2.4 Statutory Consumer Rights

Nothing in this section excludes or restricts mandatory cancellation, withdrawal, refund, or other consumer rights.

Where applicable law requires a full refund without deductions, no cancellation fee will be charged.

The 10% order cancellation fee and the US$99.90 standard voluntary return fee apply to different circumstances and are not automatically charged together.

3. Global 15-Day Return & Exchange Request Window

For eligible footwear orders delivered within our supported regions, customers must submit voluntary return or size exchange requests within 15 calendar days after the actual delivery date.

This request window applies to:

• Standard Voluntary Returns — US$99.90
• Post-Purchase Size Exchange — US$49.90

The request period begins on the date the original footwear is delivered, not the order date or shipment date.

The 15-day deadline applies to submitting a request. It does not mean the returned footwear must arrive at our return facility within 15 days.

Once a request is approved, customers must follow the return shipping deadline and instructions provided in their return authorization.

This voluntary request window does not restrict any rights or remedies available under applicable law.

4. Eligible Products

LUOSJIET's voluntary return and size exchange services are exclusively available for eligible footwear products.

4.1 Eligible Footwear

• Ready to Ship (RTS / In-Stock) footwear
• Standard Ready to Order (RTO) footwear

4.2 Excluded Products

• Made to Order (MTO) footwear
• Footwear with any Light Customization
• Shoelaces
• Insoles
• Belts
• Other footwear accessories
• Other non-footwear products
• Products expressly designated as Final Sale before purchase, where applicable

Products purchased at a discount are not automatically considered Final Sale unless expressly identified as such before purchase.

These exclusions apply only to LUOSJIET's voluntary commercial return and exchange services.

They do not exclude or restrict mandatory consumer rights, including statutory withdrawal rights and remedies for defective, damaged, misdescribed, or incorrectly supplied products.

5. Standard Voluntary Returns — US$99.90

Eligible customers in the United States, European Union, United Kingdom, Canada, and Australia may request a voluntary return within 15 calendar days after delivery.

For approved voluntary returns, a flat return fee of US$99.90 per returned pair applies.

This fee includes:

• A prepaid standard return shipping label to the designated authorized return facility
• Return handling and processing

The US$99.90 fee will be deducted directly from the eligible refund amount.

Customers do not need to purchase a separate return service product or make an additional payment for this standard voluntary return service.

Customers using our authorized prepaid return label will not be charged an additional standard return shipping fee.

The final refund amount will be confirmed after the returned footwear has been received and inspected.

This voluntary return fee does not apply where a refund or other remedy must be provided without charge under applicable law.

6. Post-Purchase Size Exchange Service — US$49.90

LUOSJIET offers a Post-Purchase Size Exchange Service for US$49.90 per eligible pair.

This service is available for eligible footwear orders delivered to the United States, European Union, United Kingdom, Canada, and Australia.

This service is purchased after the original footwear order has been placed, when an eligible customer needs to request a size and/or width exchange.

The service requires prior approval by LUOSJIET Customer Support.

Please do not purchase this service before your exchange request has been approved.

Once approved, LUOSJIET Customer Support will provide the appropriate service purchase instructions or payment link.

What Is Included

• One approved size and/or width exchange
• A prepaid standard return shipping label
• Return shipping to our designated return facility
• Return inspection and exchange processing
• Standard international shipping of the replacement pair

No additional standard international shipping fee is charged for the replacement pair under this approved service.

Exchange requests must be submitted within 15 calendar days after delivery.

Each eligible pair is limited to one approved size exchange in total.

This service applies exclusively to eligible footwear and does not cover accessories or other non-footwear products.

7. Size Exchange Limitations

• Each eligible pair is limited to one approved exchange in total.
• Customers may change the size, width, or both.
• The footwear model must remain unchanged.
• The leather type and color must remain unchanged.
• The sole and all other original specifications must remain unchanged.

Our voluntary size exchange service does not cover changes to footwear models, leather, colors, soles, or other product specifications.

If Your Replacement Size Is Out of Stock

If the requested replacement size or width is unavailable, LUOSJIET will arrange production of the replacement pair, where production is possible.

The replacement footwear will be shipped once production is completed.

Production and delivery times may vary.

Where available, our customer support team will provide an estimated timeline when the exchange is approved.

8. Product Condition Requirements

To qualify for an approved voluntary return or size exchange, the footwear must remain unworn beyond reasonable indoor fitting and in acceptable resalable condition.

Please try on your footwear indoors on a clean, soft surface.

Returned products must meet the following conditions:

• No visible outsole wear
• No significant creasing beyond reasonable indoor fitting
• No scratches, stains, or other damage
• No alterations or modifications
• Original LUOSJIET shoebox included
• Original dust bags, accessories, and packaging included

Please place the original shoebox inside suitable outer shipping packaging.

Do not use the LUOSJIET shoebox as the shipping container.

All returned products are subject to inspection.

If a voluntary return or exchange is declined because the product does not meet the applicable condition requirements, LUOSJIET Customer Support will contact the customer regarding the available options.

Where the original pair is shipped back to the customer, the customer may be responsible for the actual return-to-customer shipping cost, subject to applicable law.

9. Authorized Return Facilities

Approved voluntary returns and size exchanges are processed through LUOSJIET's authorized return logistics network.

Our return logistics arrangements may involve Return Helper and other authorized regional logistics partners.

Return facilities are assigned according to the customer's delivery destination, service eligibility, and available logistics arrangements.

Once a return or exchange request is approved, LUOSJIET will provide:

• An authorized prepaid return shipping label
• The designated return destination
• Detailed return packaging instructions
• The applicable return shipping deadline

Customers should follow the return instructions provided after approval.

Do not ship any products before receiving return authorization.

Please do not send returns directly to a LUOSJIET office, factory, or warehouse without approval.

10. How to Request a Return or Exchange

All voluntary return and size exchange requests must be submitted through the official LUOSJIET Returns & Exchanges Portal.

1. Submit your request through the official portal within 15 calendar days after delivery.
2. Provide your order details and the reason for your request.
3. For a size exchange, specify your requested replacement size and/or width.
4. Wait for LUOSJIET Customer Support to review your request.
5. If approved, follow the payment instructions where applicable.
6. Receive your prepaid return shipping label and authorized return instructions.
7. Ship the original footwear according to the instructions and deadline provided.
8. Once the returned product has been received and approved following inspection, we will process the eligible refund or arrange the replacement pair.

All voluntary returns and size exchanges are subject to eligibility verification, product inspection, and approval.

11. Refund Processing

For approved standard voluntary returns, the applicable US$99.90 return fee will be deducted from the eligible refund amount.

Refunds will generally be issued to the original payment method.

Where applicable consumer law requires an earlier refund or prohibits a deduction, those legal requirements will take precedence.

Any adjustments relating to original shipping charges, discounts, or other amounts will be handled in accordance with the terms disclosed at checkout and applicable law.

For approved order cancellations, any applicable cancellation fee will be assessed according to Section 2 and applicable law.

Refunds resulting from an order cancellation will generally be returned to the original payment method.

12. Defective, Damaged, Incorrect, or Lost Products

If you receive footwear or accessories that are defective, damaged, misdescribed, or different from what you ordered, please contact LUOSJIET Customer Support.

Include your order number, a description of the issue, and clear photographs where possible.

We will review the situation and provide an appropriate resolution in accordance with applicable law.

Confirmed Shipping Loss

If a shipment is confirmed lost during transit, customers may choose:

• A replacement of the same product at no additional charge, including production and shipping where necessary; or
• A full refund of the affected order, including applicable shipping charges.

No cancellation or processing fee will apply.

Confirmed Shipping Damage

If a product is confirmed damaged during shipping, customers may choose:

• A replacement at no additional charge, including production and shipping where necessary; or
• A full refund of the affected product and applicable shipping charges.

No voluntary return fee or cancellation fee will apply.

Packages Marked Delivered but Not Received

If tracking indicates delivery but the customer has not received the package, LUOSJIET will investigate the circumstances.

If the package is confirmed lost or misdelivered, the customer may choose a free replacement or a full refund of the affected order.

Disputed delivery cases will be reviewed based on available evidence and applicable law.

Packages Requiring Collection

Some international shipments may require collection from a designated pickup location according to local carrier arrangements.

Customers should monitor tracking updates and follow the carrier's collection instructions.

Packages not collected within the specified timeframe may be returned to the sender.

Uncollected packages will be reviewed according to the circumstances, our Shipping Policy, and applicable consumer protection laws.

Handcrafted Characteristics

Natural variations in leather grain, texture, and color, as well as minor characteristics associated with handcrafted production, do not automatically constitute manufacturing defects.

Genuine manufacturing defects, material nonconformities, and products that materially differ from their descriptions will be reviewed appropriately.

The voluntary return fees, eligibility exclusions, and 15-day request window described in this policy do not limit any statutory rights or remedies relating to defective, damaged, misdescribed, incorrectly supplied, or undelivered products.

13. International Consumer Rights and Regional Requirements

LUOSJIET offers standardized voluntary return and size exchange services for eligible footwear delivered to:

• United States
• European Union (all 27 member states)
• United Kingdom
• Canada
• Australia

Both voluntary services are available in these supported regions:

• Standard Voluntary Return — US$99.90 per pair
• Post-Purchase Size Exchange — US$49.90 per pair

These voluntary commercial services operate alongside mandatory consumer protection laws.

Nothing in this policy excludes, restricts, or limits statutory rights relating to:

• Consumer withdrawal or cancellation rights
• Defective or nonconforming products
• Incorrectly supplied products
• Products damaged during shipping
• Undelivered or confirmed lost shipments
• Mandatory refunds, repairs, replacements, or other remedies

Where applicable law provides a statutory right of withdrawal, customers may exercise that right independently of LUOSJIET's voluntary return program.

Any legally required refund will be processed in accordance with applicable statutory requirements, including restrictions on fees, deductions, and refund timing.

The classification of a product as Ready to Order, Made to Order, or customized does not automatically determine whether a statutory withdrawal exception applies.

Accessories and Statutory Rights

Shoelaces, insoles, belts, and other accessories are excluded from LUOSJIET's voluntary footwear return and size exchange services.

However, this exclusion does not affect any mandatory consumer rights that may apply to accessory purchases.

Customers may contact LUOSJIET Customer Support regarding defective, damaged, incorrectly supplied, or otherwise legally eligible accessory returns.

Where mandatory local law conflicts with a voluntary service condition in this policy, the applicable legal requirement will prevail.

14. Previously Purchased Orders and Protection

This policy applies to orders placed on or after November 2, 2026.

Pre-Purchase Size Exchange Protection is no longer offered for new orders under this policy.

Orders and Size Exchange Protection purchased before the effective date remain subject to the applicable terms presented at the time of purchase, including any previously promised exchange request period, except where otherwise agreed with the customer or required by law.

Previously granted customer rights will not be reduced retroactively by this policy update.

15. Contact LUOSJIET