Shipping & Returns

www.dwarvesshoes.com is the only official site of the "Dwarves" brand. We do not have any other site that sells Dwarves shoes.

Production Time

1. Standard:

For styles that are in stock, orders will ship within 48 hours.
For styles that need to be made, orders will ship within 7 days.

If we find that we do not have the materials needed, we will send you an email. If we are unable to reach you by email or SMS within 30 days, we will issue a full refund automatically.

2. Busy Seasons:

Processing may take additional time during peak periods, but we will do our best to ship as quickly as possible. Handmade shoes take care and craftsmanship — we put our heart into every pair.

Cancellation of Order

You may cancel your order and receive a full refund before it has been shipped. Once an order has shipped, it cannot be cancelled while in transit.

To cancel an order, please contact us by email: customer@dwarvesshoes.com

Shipping

1. Shipping Fee: Free shipping to all countries. A paid FedEx option is also available.

2. Shipping Time:

Free shipping delivery time is approximately 5–15 days to most locations. Once your order ships, we will send you an email with the tracking number and tracking link.

Our paid FedEx option delivers to most locations in approximately 2–8 business days:
- US and Canada: 3–4 business days
- Australia: 5–8 business days
- Asia: 2–3 business days

3. Urgent Orders：We cannot guarantee delivery dates and do not accept urgent orders. Please place your order in advance.

4. Customs Duties & Import Taxes

• United States, Canada, and Australia: No. We handle all customs clearance and duties for customers in the US, CA, and AU. The price you see at checkout is your final price.

• Other Countries: Possibly. International orders may be subject to import taxes and duties as required by your local government. These fees are not collected by us and must be paid by the recipient.

💡 Tip: Customs fees vary by country and product value. Most countries have a minimum threshold below which no duties are charged.

5. Incorrect or Incomplete Address:  We ship only to the address provided at checkout. Please ensure your shipping address is correct and complete — we are not responsible for undeliverable or incorrect addresses. If a package is returned due to an insufficient or incorrect address, we may not be able to issue a refund, as we will have paid shipping fees twice, which may exceed the value of the shoes.

Refunds and Exchanges

To be eligible for a return or exchange, items must be unworn, unwashed, unaltered, and include all original tags and packaging. Refunds or exchanges will not be issued if the customer refuses delivery of the package.

1. Change Shoe Size / Color / Style

Please review our size chart carefully before placing your order. You may exchange for a different size, color, or style within 7 days of receiving your shipment. Please note that you are responsible for the cost of returning the shoes to us. We will cover the shipping cost of the replacement pair, provided the shoes are returned in the same condition they were sent.

2. Refund

If you are not satisfied with your purchase for any reason, you may return the items within 7 days of the receipt date for a replacement or refund (excluding shipping costs). Once we receive the returned items, we will process your refund as soon as possible.
Please contact us before shipping items back to obtain the correct return address.
Refunds and Exchanges Email: customer@dwarvesshoes.com

3. Non-Refundable Cases

To ensure clarity and fairness, please review the following non-refundable conditions before placing your order.

A. Incorrect or Incomplete Shipping Address
We ship only to the address provided at checkout. Please ensure your shipping details are accurate and complete. We are not responsible for orders that are delayed, returned, or undeliverable due to incorrect or incomplete addresses. If a package is returned due to address issues, we may not be able to issue a refund, as carrier shipping costs may exceed the product value.

B. Customs Duties and Import Taxes
If a customer refuses to pay applicable customs duties or import taxes required by local authorities, the order may be returned or abandoned. In such cases, refunds may not be issued.

C. Refused or Unclaimed Deliveries
If a customer refuses delivery or fails to collect a package from a local pickup location, the order may be returned or destroyed by the carrier. Refunds are not guaranteed in these situations.

D. Damage Caused by Improper Use
We are not responsible for damage caused by improper use, misuse, or failure to follow care instructions after delivery.

E. Worn or Used Items
Items that have been worn, used, or altered after delivery are not eligible for return or refund.

F. Clearance or Final Sale Items
Clearance and final sale items are not eligible for return, exchange, or refund unless defective upon arrival.

G. Orders Over 90 Days
Orders placed more than 90 days ago are no longer eligible for return or refund requests.

H. Force Majeure
Delays or loss of packages resulting from force majeure events — including but not limited to natural disasters, strikes, wars, or policy changes — are not eligible for refund.

4. Return Label, Shipping Cost, and Return Address

At this time, we are unable to generate return labels through our system. All returns must be arranged by the customer through a local carrier (such as USPS, Canada Post, Australia Post, etc.).

Customers are responsible for return shipping costs when the return is due to their own preference or error (e.g., wrong size, color, or style ordered; item not liked). We will cover return shipping costs if the return is due to our error (e.g., wrong product, wrong size, wrong color shipped; damaged item).

We currently offer two return address options:

A. Ship back to our China Studio using the most convenient and affordable method available to you. (Recommended if your return shipping cost is below $35.)

B. Return to our US, CA, or AU warehouse through our logistics partner. Please note that you are responsible for the cost of shipping back to the warehouse (contact our customer service for a discount). All international returns and exchanges under 3 kg are subject to a $28 USD returns processing fee (covering warehousing, shipping to China, and import duties). This option is recommended if your return shipping cost would exceed $35.

5. Refund Process

For returned items or exchanges, we will inspect the returned goods and send you a refund confirmation email within 7 business days of receiving your package. Your refund will be returned to your original payment account within 10 business days of that email:

A. PayPal account refunds: up to 48 hours

B. Credit card refunds: 2–7 business days

Refunds can only be issued to the same payment method used for the original purchase. If your original card has expired or been replaced, please contact your bank directly — in most cases, they will automatically transfer the refund to your new card or account.

6. Additional Warranty Notes

A. All returned items must be in new condition — unused, unworn, unwashed, and with all original tags and packaging.

B. Please do not send the package back to the sender's address. If your return request is accepted, we will provide the correct return address and instructions.

C. Any return sent to an address other than the one provided by Dwarves — or to the address on the original shipping package — cannot be received by us and will not be eligible for a refund or exchange.

Damaged, Incorrect, or Missing Items

If your order arrives damaged, incorrect, or incomplete, please contact us within 7 days of delivery and include:

• Your order number
• Clear photos of the item and packaging
• A description of the issue

We will review your case and provide an appropriate solution as quickly as possible.

Quality Problems

Shoes are not made to last forever — even well-crafted pairs will eventually show signs of wear with regular use. We encourage you to learn how to properly care for your leather shoes.

If your shoes show quality defects within 30 days of receipt due to non-artificial causes — such as sole cracking, upper cracking, heel cracking, degumming, or peeling leather — we will exchange them for you.

Within 90 days, any defect caused by non-artificial reasons will be repaired free of charge.

Process: Email us → Ship the shoes back → Send us the tracking number → Upon receipt, we will ship a new pair or complete the repair.

Shipping cost: The customer covers the cost of shipping back; we cover the cost of shipping the repaired or replacement pair.

Please contact us at customer@dwarvesshoes.com to initiate the process.

Package Lost

If a package cannot be delivered within 60 days, the logistics provider will compensate for the order (except in circumstances beyond our control, such as natural disasters, strikes, wars, or customs seizure). We will follow up on your order and assist you throughout the process.

We are not responsible for lost, returned, or misdirected shipments resulting from incorrect addresses.

If your package is lost, please contact us within 60 days of your order date. We cannot accept lost package claims for orders over 90 days old.

Information Safety

We use your information solely for order fulfillment and do not share it for any other purpose. For full details, please see our privacy policy: https://dwarvesshoes.com/pages/privacy-policy

Please review our size guide carefully before ordering. International shipping and returns can be complex and sometimes costly — please confirm return procedures with your local carrier before shipping anything back.

We are Chinese craftsmen. All shoes ship from and return to our China studio. We are working toward offering returns to warehouses in the United States as our order volume grows. Because our shoes come in many styles, sizes, and colors — and customers sometimes have special requests — maintaining large local inventory is not always feasible.

From 2012 to 2026, we have been here for 14 years. Our brand site dwarvesshoes.com has been open since 2017 — over 9 years. We stand by our brand values and are proud to be a trustworthy partner to our customers.