About Return Center Address
In order to better deal with your after-sales problems, contact a Customer Service Specialist within 90 days. We will give priority to the nearest return center based on your location, you can return the items back to the return address that our customer service provided. Once we receive the return parcel in our return center we will inspect it for quality and any damage. Once the returned items pass through our inspection and quality check, we will issue a refund or arrange the exchange.
Note: Return address might be changed, any return must contact our customer service for the correct return address, otherwise we will not be responsible for the returns to the wrong address.
Refunds, Returns, And Exchange Policy(Ready-To-Wear Collections)
- 1.We will exchange for another product or provide a refund if the product you choose does not fit, do not like, or if you change your mind.
- 2.This is on the condition that you have not worn or damaged the original product supplied, and it can be resold by us.
- 3.The customer will pay the return shipping fee, but we will pay for postage and courier costs of the replacement on the first occasion.
- 4.We understand that it can be difficult to order the correct size the first time. If you change your mind or have ordered a size that doesn’t fit, this means that we will pay for postage of the replacement being sent out, but only on the first replacement due to a change of mind or ordering the wrong size.
- 5.If the product is not faulty the customer can exchange it only once but not refund – if the size he has ordered does not fit. If not a faulty customer cannot return the product for no other reason than the wrong size and also can do so only once. After the customer has received an exchanged product in a different size he can no longer return it.
We will not accept returns in the following conditions:
- 1. Items outside the 90 days warranty time frame.
- 2. Washed, worn, used, or misused items, which cannot be resold by us.
- 3.ON-SALE Shoes under the following categories or with tags of: "Buy 1 get 1 free", "special offer" or "big deals".
- 4. Bespoke orders under the category "BOUTIQUE ".
- 5. MTO (made-to-order) shoes: refer to customized shoes made after ordered, no existing stock, or modify as customer’s special request like changing height, color, materials, logo, design, etc)
Due to the fact that every product is 100% individually custom-tailored and handcrafted just for you, we do not offer refunds. This is standard practice for custom-tailored products as there is no resale value.
Wrong Items or Faulty Items
The shoes will be considered faulty if they are received damaged, or if a manufacturing fault occurs within 90 days of purchase. Shoes damaged as a result of wear and tear are not considered to be faulty.
The received product may differ slightly from the visualization of the product from the site. Slight differences like slight color variation are not considered a reason for the product to be considered faulty. Products are considered wrong if there is a significant variation in the type of the chosen shoe, heel, color, accessories, size, or other key features from the ordered shoe. In this case, the product can be considered faulty and can be replaced/repaired or refunded following the known procedure. Customers must very carefully describe the differences from the ordered product, and provide pictures or video to show the problem.
GOLDMORAL custom-made shoes only allow cancellation of an order within 24 hours, and before the order has been sent as a request for manufacturing in the factory. After this time span, Goldmoral can no longer cancel the order as its production has begun and costs incurred (fabrics, tailor time, etc.). If the customer insists on the cancellation of a custom order being manufacturing, we can refund only 50% of the order amount.
Customers may cancel any order for a non-personalized model (from the Ready-to-wear collections) at any time before shipment for no reason.
Exchange And Refund (Money Back Guarantee)
- 1.All returns will be checked by our after-sales team upon arrival. Items must be in their original condition, all the original boxes must be intact and included, along with all packaging materials, manuals, accessories.
- 2.For exchanges, the processing time for the exchanged item will be between 3-6 business days upon receiving your item back and depending on stock availability.
- 3.For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After we process your refund, the time it takes to show in your account depends on the payment method.(usually, Paypal takes 3-5 days, credit card or debit card takes 7-14 days) .
- 4.Please note that in order to prevent fraud, abuse, or unusual use of the Returns Policy, may refuse to accept items returned for Change of Mind reasons. will do so if we consider an excessive number of Change of Mind returns have been made by you or if we otherwise reasonably believe that you are overusing or abusing our Change of Mind Returns Policy. Once an exchange is issued, refunds are no longer accepted.
- 5.The money-back guarantee does not cover volume/wholesale and customized orders.
- 6. By default, the refund amount cannot exceed the original order amount paid to GOLDMORAL.
GOLDMORAL is not responsible for and has no knowledge about any bank fees or exchange rate charges that may occur. These fees are processed by the issuing bank and will not be refunded by GOLDMORAL