Return Policy

Return Policy

We take great care in packing your order to your specifications and make every effort to ensure that your order is free from errors and defects. We strongly recommend that you open and inspect your order immediately upon receipt.

If you believe that you have received a faulty or damaged product, please contact us immediately. A Metcandy representative will respond to your return request with an email within 1 to 2 business days.

Please note that all product(s) must be in their original packaging and unused. We only offer a return or refund service, and exchanges for another color, size, or style are not provided.

Every order from Metcandy comes with a 7-day return or refund guarantee, which entitles you to claim a refund or return within 7 days of receiving your items. To make a claim, please follow one of the options below.

 

Situations When We Will Issue a Refund

  1. Product Issues

Color: The precise color of each item may vary depending on your computer screen settings, the background, and the lighting conditions. Slight mismatches between the color of your item and the color shown on your computer screen may not mean that the item is the wrong color. However, if you feel that you have received an item that is the wrong color, you can follow the same procedure described in section 5 (Wrong item).

Quality: We focus on providing high-quality items for you. However, if you receive products that have quality issues, we will process a refund request within THREE business days.

 

  1. Shipping Time

For handmade products, we will ship within 10 days. You can find the product details in the product description. As different locations have different delivery times, if there is a delay in delivery, please contact us.

 

  1. PayPal Issues

If your PayPal account name and address do not match your order's name and shipping address, we will email you for verification. If you do not reply to us within THREE business days, we will automatically refund the order.

 

  1. Purchase Quantity

As we are a wholesale website, orders below 30 pairs will not be shipped.

 

  1. Wrong Item

If you receive goods that do not match what you ordered, we will process a refund request within THREE business days.

 

  1. Order Cancellation  

To cancel an order, please do so within 48 hours of placing it; a handling fee of 8% will be charged for cancellations within 48 hours, and a handling fee of 15% will be charged for cancellations after 48 hours.

 

Return Process

  1. Please include the following information in the return package :

① Order number and product SKU of the item(s) you want to return.

② Shipping label (outside the package).

③ Reasons for return.

Please E-mail and show the item of the problem to us, for example, show the photos of item(s)quality-related issue or wrong size to us by E-mail.

We will refund you after we have received your package and inspected it

 

  1. Return address

If you wish to return the items to the nearest return address, please contact our customer service as soon as possible, we will get back to you within 24 hours.

 

Metcandy three-month Limited Warranty Covers the Following:

Stitching

All hardware – eyelets, hooks, buckles, and ornaments

Quality of leather, fabric, or other upper materials, including inconsistencies in quality resulting in premature wear patterns

Attachment of soles to upper and of components of soles to one another

The durability of the outsole – will not deteriorate, crack, or split under normal wearing conditions

 

Metcandy three-month Limited Warranty Does Not Cover the Following: 

Damage due to intentional misuse

Stitching or hardware failure due to being caught, hooked, snagged, or other abnormal wearing accidents

Leather not properly treated to keep from drying out, and any damage incurred to shoe materials from washing machines or do-it-yourself cleaning and repairs

Separation of soles or sole components due to being caught, hooked, snagged, or cut

Normal wear on soles or heels

Fit issues that arise after the shoes have been used (Poor fit should be resolved before shoes are worn for use)

  

If you have any questions regarding returns, or shipping costs, please feel free to contact our customer service：

Email: services@superladystar.com