FLATREVE adheres to the customer-first service principle and provides standardized return and refund services to protect your legitimate shopping rights. Please read the following return and refund rules carefully:
1. Return Eligibility & Time Limit
We support returns and exchanges within 30 calendar days from the date you receive the package. The returned products must meet the following conditions: unused, unworn, no artificial damage, complete original shoe boxes, tags, accessories and packaging, and resalable condition. Products damaged due to personal wearing, improper storage or artificial damage are not eligible for return.
2. Free Return & Refund Scenarios
We provide free return and full refund services for the following situations: product quality problems (such as shoe opening, glue overflow, serious stitching defects), wrong delivery, missing accessories, and obvious product defects that do not match the official description.
3. Personal Reason Return
If you need to return the goods due to personal reasons such as inappropriate size, dislike of style, or slight color difference (non-quality problems), the customer shall bear the return shipping fee. We will refund the product amount after receiving and verifying the intact returned goods.
4. Refund Processing Time
After we receive and inspect your returned products and confirm that they meet the return conditions, we will initiate the refund within 3-7 business days. The refund will be returned to your original payment account. The specific arrival time depends on the processing rules of your payment platform.
5. Non-Returnable Situation
The following situations are not supported for return and refund: products worn for a long time, artificially damaged products, missing original packaging and tags, customized products, and products damaged due to customer personal reasons.
6. Return Process
Please send a return application via our official email, attach your order number and product problem pictures, wait for our customer service approval, and return the goods according to the return address provided by us. Do not return the goods without authorization, otherwise we cannot complete the refund processing.