How do I start a return? What is the process?
This return policy is specific for US site, Other countries and regions do not support this service at present.
Our return policy is designed to offer full transparency and guarantee customer satisfaction. You have a 15-calendar day window from the delivery date to return items for an exchange or refund. To ensure a smooth process, please note the following basic conditions:
- The product must be brand new & in an unworn resalable condition. (Scratched soles will not be accepted, so please try on the shoes on a carpeted surface).
- MTO, Custom and Final Sale items cannot be returned or exchanged.
- The product must be returned in the same condition as it was sent. Including the original packaging (Luosjet shoe box + dust bag/s + shipping packaging). Do not use the Luosjiet shoe box as a shipping container.
USA Return Procedure:
What if I want to cancel my order?
If you need to cancel an order, a 10% fee will be charged (this fee is a transaction fee charged by PayPal or credit card organizations and Shopify fee). There will be fees immediately after payment, we suggest you consider carefully before paying the order. If you insist on canceling the order, please send us an email(info@luosjiet.com) to contact us for processing. Thank you for your understanding and support!
What if I ordered the wrong size?
We have a return warehouse in the United States, which can provide a free replacement service for buyers in the United States. If the size you ordered is not suitable, please follow the replacement process described below.
Why did you set up a return warehouse in the United States?
The United States is our main product sales market, with many orders and large demand for replacement. We’re committed to providing easy and cost-effective returns for our customers in the United States. Here’s everything you need to know about our return process and option. Please review your item’s eligibility for return before completing your return.
If you're returning to Exchange:
As soon as we receive the returned item/s, Luosjiet will ship back the new item/s at no additional cost. In case you're returning for a second exchange, the customer will have to cover the International shipping costs.
Please follow these steps to initiate and complete your return:
- For all of you located in the US we do offer easy & inexpensive domestic returns. Please follow these steps:
- Visit our Return Center→
- Access the portal using your Order number & Email address.
- Select the item(s) you would like to return and the reasons you are returning them. (Some of the return reasons require a follow-up reason to be selected before moving on to the next page.)
- Print the prepaid shipping label provided and mail in the package.
- Please send the item(s) back to us within 7 days of printing the label to be eligible for an exchange or refund. Timely return ensures that we can process your request as smoothly as possible.
Useful information for Returns:
- Processing Time: Once we receive your return, please allow 7 business days for processing.
- If you're returning to Exchange: As soon as we receive the returned item/s, Luosjiet will ship back the new item/s at no additional cost. In case you're returning for a second exchange, the customer will have to cover the International shipping costs.
- If you're returning for a Refund, we will process it within the next 7 business days upon the reception of your return. Note that , Luosjiet will only refund the returned item/s cost, and a $80 return label & restock fee will be deducted from the refund. Once the refund has been processed, it may take up to 14 days to reach your account, depending on the Bank. Refunds can only be made to the original payment method.
- If you're returning due to a Defect, within the 7 days after the article/s reception, in case you find any defect or there is a discrepancy in the contents of the order, please contact us and share with us pictures so we can better understand your case.
- Rejected packages: Please note that if the parcel is rejected by the customer and returned to Luosjiet, any return charges, taxes, or duties that Luosjiet gets charged will be deducted from any refund owed.
- Returned packages with no outcome information: If the order is returned with no information on the expected outcome (exchange, refund, or store credit), a refund in the form of store credit will be issued by default. The store credit will be valid for 12 months since the date of issuance.
We’re here to help with any questions about your return. Please send Email to our customer support team if you need assistance.
service@luosjiet.com