Frequently Asked Questions

All of our shoes are handmade by skilled artisans in China.

If your size isn't shown, it means that size is currently out of stock or no longer available.

We offer extended sizes for many of our styles. You can find US 9, US 9.5, US 10, US 10.5, and US 11 at this link: https://dwarvesshoes.com/collections/large-size

Our product pages show U.S. sizes. We use Chinese sizing internally but convert to U.S., U.K., and E.U. sizes for easy reference. Learn more on our size guide page: https://dwarvesshoes.com/pages/how-to-choose-the-right-size

All prices are shown in U.S. dollars (USD).

a) We don’t believe in gimmicky discounts or complicated pricing. Everyone pays the same fair price. Instead of focusing on marketing tricks, we focus on quality and variety. That’s why we keep our prices as low as possible all year round.
b) Long-term savings we do offer:
i. $8 off orders over $200 (applied automatically at checkout)
c) Affiliate Program: Earn 8% commission and give friends a 2% off referral coupon.

a) We use genuine leather in all of our shoes. Materials include cowhide, sheepskin, calfskin, horse leather, and pigskin.
b) We value these natural materials and do our best to avoid waste. Every pair is made with care and respect for nature.

"Handmade" is a broad term. Our goodyear belted shoes are pure handmade, from Leather cutting to sole stitching. About other styles, the upper and inner are all handmade, the difference between pure handmade and half handmade is in the sole stitching process, some are handstitched, some used machine to achieve more special functions.

a) About 80% of our shoes are designed and made in-house at Dwarves studio. These usually have our logo.
b) The remaining 20% come from partner studios we trust for their craftsmanship. These styles may not carry our logo, but they meet our quality standards.

a) Prices shown on our website include standard shipping. You can choose free shipping or upgrade to FedEx at checkout. FedEx shipping is paid by the customer.
b) We cover customs duties In most cases, so you won’t pay extra fees.
c) Note: Customs policies vary by country and region and may change over time. Unfortunately, we have no control over these regulations and cannot take responsibility for any duties, tariffs, or taxes that may apply in your area.

At present, shipments to the United States are proceeding as normal. We use a shipping channel where customs duties are covered by us, so you should not be required to pay any additional customs fees upon receiving your package.
However, due to recent changes in U.S. customs policies, there is a possibility that customs clearance may take longer than usual. We kindly ask for your understanding and patience should any delays occur.

a) We offer free standard shipping worldwide.

b) You can choose free shipping or upgrade to FedEx at checkout. FedEx shipping is paid by the customer.

a) Regular periods:
i. For in-stock items: ships within 48 hours. For made-to-order items: ships within 7 days. If materials are unexpectedly unavailable, we will notify you by email. Please keep an eye on your inbox.
b) During peak seasons:
i. Shipping times may be longer due to higher order volumes. We appreciate your patience—each pair is handcrafted with care.
c) Shipping origin: All orders ship from China. Delivery typically takes 5–15 business days depending on your location.

Yes. Once your order ships, you’ll receive a confirmation email with a USPS tracking number. You can also find tracking info by your Dwarves account(https://dwarvesshoes.com/pages/how-to-tracking) and visiting our tracking page(https://dwarvesshoes.com/apps/aftership).

a) While rare, shipping issues can happen. Please follow these steps:
i. Use your tracking number to check the status on the USPS website.
ii. If you created a Dwarves account, log in to view your tracking number under “My Orders.”
iii. If you did not create an account, check the shipping confirmation email we sent you.
iv. If tracking shows an issue or no updates, please contact USPS directly to report the problem.
v. We are unable to file USPS claims on your behalf, but once you submit a support ticket to USPS, please forward the ticket to us. We are happy to assist and can offer a replacement for missing orders when the claim is submitted within 30 days of purchase.

a) If your order is not delivered within 60 days, our logistics partner will treat it as lost and provide compensation.
b) We will help follow up with the carrier and support you throughout the process.

a) Yes, shipping may be delayed during major Chinese holidays. Our production team is based in China and follow the local holiday calendar.

a) To exchange for a different size or style.
i. You may request a size or style exchange within 7 days of receiving your order.
ii. The shoes must be unused and in original condition.
iii. You are responsible for the return shipping cost.
iv. We will cover the shipping cost of the replacement pair.
v. Please check our size guide before placing your order to avoid sizing issues.
b) To request a refund
i. If you are not satisfied with your shoes for any reason, you can return them within 7 days of receipt for a refund.
ii. Returned shoes must be unused.
iii. Refunds do not include original shipping costs.
iv. Once we receive the return, we will process your refund promptly.
v. Please contact us to receive the return address: customer@dwarvesshoes.com
More details about returns and exchange please check below page: https://dwarvesshoes.com/pages/free-shipping-and-return-policies

Customer must pay shipping cost as a result of their own error (ex: wrong size, do not like). We will pay any return shipping cost if the return is a result of our error(e.g., wrong item sent, quality issue).

Shoes are very special products, They have many colors, sizes and styles. And foot is different from each other. We hope customers choose the style and size carefully. If not, we will have so many returns and exchanges which will defeat us.

We are a shoes studio from China specializing in handmade leather shoes for women. The profit of handmade shoes is very small. And choosing the right shoe size is also not an easy task for customers. We have already covered the shipping cost for the delivery of the shoes. We are free shipping for exchange size too. For the long-term development of the studio and the website, the return and exchange policy we have formulated clarifies that Customers pay return shipping cost as a result of their own error (ex: wrong size, do not like). We will refund any return shipping cost if the return is a result of our error.

Hope to get your understanding!

a) From the U.S., Canada, or Australia, return shipping to China by postal service usually costs around $28 USD for one pair.
b) Prices may different—please check with your local post office.

a) At this time, we are unable to provide prepaid return labels. You will need to contact your local carrier (such as USPS, Canada Post, or Australia Post) to arrange the return.
b) We are working with our logistics partners to offer return labels on our website in the future.

a) All shoes are shipped from and returned to our studio in China. You have two return options:
b) Return to our China studio:
i. Choose this option if your local return cost is under $35 USD. (It’s usually cheaper through postal services.)
c) Return to our U.S. warehouse:
i. Choose this option if your return cost is high.
ii. Please note: You must pay for the shipping to the U.S. warehouse. A $28 processing fee applies for returns under 3kg (we still need to send the shoes back to our studio in China). Contact us to request this option—we can offer a discount on return shipping through our logistics partner.

Shoes aren’t made to last forever. Even well-made pairs will eventually show signs of wear and tear with constant use. Please learn to protect your leather shoes.

a) We stand by the quality of our shoes. If there is a non-artificial quality issue within 30 days of receipt—such as:
i. Sole cracking
ii. Heel separation
iii. Leather peeling
iv. Glue coming off
v. We will exchange the shoes for you.
vi. If a similar issue happens within 90 days, we will repair them for free.
b) Process:
i. Email us with photos and your order number.
ii. Ship the shoes back.
iii. Send us(customer@dwarvesshoes.com) the return tracking number.
iv. Once we receive the shoes, we’ll send a replacement or complete the repair.
v. You pay for return shipping. We will pay to ship the repaired or new pair to you.