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Frequently Asked Questions

Refund and Exchange Policy:

1: If you are not completely satisfied with your purchase, you may return it within 15 days (starting from the date you ordered it) for an exchange of product or refund of full price less the actual shipping cost incurred to us. 

2: To ensure item availability – Exchanges are best done by placing a new order for the replacement item and returning the original item for refund.

3: The purchaser must contact us by EMAIL asking for a return authorization number within 7 days of receiving the product for a refund or exchange of product. The email must include the order number as well as receipt attached.  

4: The returned products must be unworn, unwashed, and undamaged with original package and tags attached. We will not exchange items or footwear that shows signs of wear, stretching, marks or soils.

5: Shipping charges are not refundableReturn shipping costs are the responsibility of the customer.

6: For free shipping items, the refund would be product price less the actual shipping cost.

Shipping:

If you have not received your order within 3 weeks from us sending, please check with your local postal service before contacting us.

How to identify if the wool is genuine?

The real wool after burning has an odor a whiff of wool fiber, like the smell of setting hair on fire, gently pinching by hand will turn into powder; pinching the combustion faux wool by hand like hard lump instead power. Many customers do not distinguish between real and faux wool. Please refer to this method to identify.