Return & Refund Policy

1. Order Cancellation Rules

Fluures supports order cancellation applications under compliant conditions to bring customers flexible and worry-free shoe shopping experiences. Specific cancellation rules for unpaid and paid footwear orders are specified as below:
Unpaid Footwear Orders
All unsettled orders without successful payment can be canceled independently by users at any time before payment confirmation. If you encounter system failures or operational difficulties during cancellation, our customer service team is available to assist you with the whole cancellation procedure.
Paid Footwear Orders
For all fully paid shoe orders, users are entitled to apply for free order cancellation and full refund within 48 hours after completing payment. Once our warehouse initiates order sorting, quality inspection, packaging or logistics dispatching procedures, the order will enter the formal delivery process and cannot be canceled anymore.
If you need to cancel a paid order, please submit your application via our official email at your earliest convenience: service@fluures.com

2. Return & Exchange Regulations

We provide a 30-day considerate return and exchange service window, calculated from the exact date when customers sign for the footwear parcel. This policy aims to solve various shopping problems such as inappropriate shoe size, unsatisfactory style and minor fitting issues for users.
Valid Return & Exchange Qualifications
To ensure your return or exchange application is approved smoothly, your returned footwear products must meet all the following standards:
  • The shoes must be brand new, unworn, unwashed, free of dirt, scuffs, creases and artificial damage, maintaining complete original commercial condition
  • All products must be returned with original intact packaging, including shoe boxes, brand tags, labels and matching accessories
  • Users must submit formal return and exchange requests within 60 days after parcel delivery and signing
  • Valid order screenshots, payment records and other purchase proof materials are required for review verification
  • Any footwear returned without prior official approval from our customer service will be directly rejected and returned by our warehouse

3. Return & Exchange Application Procedures

When you need to apply for return or exchange of footwear products, please compile complete application materials and send an email to our official customer service mailbox. The required information is as follows:
  • Your exclusive order identification number
  • Detailed name, quantity and specification of the shoes to be returned or exchanged
  • Specific description of return or exchange reasons (size mismatch, style discrepancy, quality defects, wrong delivery and other valid reasons)
  • High-definition real photos or videos of defective, damaged or incorrectly delivered footwear (mandatory for quality-related after-sales applications)
After our professional team reviews and approves your application, we will send you the official designated return address. Please arrange parcel delivery within 7 days after receiving the approval notice, and send us the valid logistics tracking number timely for parcel registration and follow-up inspection.

4. Return Shipping Fee Allocation Rules

We adopt a transparent freight charging mechanism, and the responsibility for return shipping fees is divided according to the nature of the return cause:
Customer-borne Shipping Fees (Personal Reasons)
If the return or exchange is caused by personal subjective factors, including but not limited to wrong size selection, unsatisfactory color or style, changed purchase intention and personal preference mismatch, the return logistics cost shall be borne independently by the customer. The specific charge ranges from €3 to €10 per pair of shoes, which is dynamically adjusted according to product volume, weight and delivery region.
Brand-borne Shipping Fees (Merchant Liability)
If the returned footwear has factory quality problems, production defects, transportation damage, wrong style delivery or missing accessories due to our official errors, we will fully undertake all return shipping expenses. Meanwhile, we provide free product replacement or full refund services according to your actual needs.

5. Official Refund Execution Process

After our warehouse receives the returned footwear and completes strict manual inspection and quality verification, we will carry out the refund process in accordance with unified standards:
  • All eligible refund amounts will be returned through the original payment channel within 5 working days
  • A formal refund completion notification email will be sent to your reserved mailbox immediately after the procedure is finished
  • The actual fund arrival time is subject to the settlement rules and processing efficiency of your bank institution or third-party payment platform
Partial Refund Deduction Rules
We reserve the right to deduct partial refund fees or reject full refund applications under the following circumstances:
  • The returned shoes are damaged, stained or deformed due to improper wearing, artificial misuse or private cleaning
  • Original shoe boxes, brand tags, matching accessories and other supporting items are missing, damaged or incomplete, affecting secondary sales

6. Solution for Delayed or Unreceived Refunds

If you do not receive the refund fund within the promised processing cycle, please troubleshoot and solve the problem through the following steps in order:
1. Double-check the transaction records and balance status of your original payment account;
2. Consult your bank or payment service provider to confirm whether there is a fund delay or interception;
3. If the problem remains unsolved, please send a detailed problem description and order information to our official email: service@fluures.com

7. Official Contact Information

For all inquiries about order cancellation, return, exchange, refund and other after-sales issues, please contact us through the exclusive official channels below:
Phone: +00852-2233730
Email: service@fluures.com
Return Address: 34 Clear Water Bay Road, Rainbow Village, Hong Kong