Refund and Returns Policy

Refund and Returns Policy

Last updated: 29 September 2026

We want you to be happy with what arrives. If a piece is not right, you have 30 days from delivery to send it back for a refund or an exchange.

Returns window

You may return most items within 30 calendar days of delivery. Returns
received after that window cannot be accepted, so please post them back in good time.

Eligibility

To be eligible for a return, the item must be:

• Unused and unworn, with no marks, scuffs, creases or odours.
• In its original packaging, including the dust bag, shoe box and any tags.
• Accompanied by proof of purchase — your order number is enough.

Shoes must be tried on indoors only. Please do not wear them outside, and do not tape
or write on the shoebox: if the box is damaged, the return cannot be accepted.

Items we cannot accept

• Personalised or made-to-order pieces.
• Gift cards.
• Items marked as final sale at the time of purchase.
• Anything returned after the 30-day window, or in worn condition.

How to start a return

1. Email niutie632@gmail.com with your order number and the item you want
   to return.
2. We will reply within one business day with a return address and simple instructions.
3. Pack the item securely in its original packaging and post it back.
4. Send us the tracking number, so we can follow the parcel.

Return shipping

Return shipping is paid by you, except where the item arrived faulty, damaged or was
not what you ordered. In those cases we will cover the cost and send you a prepaid label.
We recommend a tracked service: we cannot refund a return that never reaches us.

Refunds

Once your return arrives we inspect it within 2 business days. If it meets the
conditions above, we refund the price you paid for the item to your original payment
method. Refunds are usually visible within 5 to 10 business days, depending on your bank
or card issuer.

Exchanges

If you would like a different size or colour, tell us in your first email and we will
reserve it while your return is in transit. If the replacement costs more, we will send a
payment link for the difference; if it costs less, we refund the difference.

Faulty, damaged or incorrect items

Please inspect your order as soon as it arrives. If something is faulty, damaged in
transit, or simply not what you ordered, email us within 30 days with your order number
and a photograph. We will arrange a replacement or a full refund, including shipping,
at no cost to you.

Late or missing refunds

1. Check your bank account again — refunds can take a few days to appear.
2. Contact your card issuer, as posting times vary.
3. If it is still missing, email niutie632@gmail.com and we will trace it.

Sale items

Reduced items can be returned and refunded at the price you actually paid, within the
same 30-day window.

Other policies

• Privacy Policy — what we collect and why.
• Refund and Returns Policy — 30-day returns.
• Shipping Policy — processing times, rates and tracking.
• Terms of Service — the terms of sale.

Contact us

Questions about this policy? Write to
niutie632@gmail.com and we will answer within one business day.

Shuidu — handbags and footwear, made in small runs. Last updated 29 September 2026.