▶Shipping and Return▶
www.dwarvesshoes.com is the only official site of "Dwarves" brand, We do not have any other site which sell dwarves shoes.
Production Time
1. Normally:
For styles are in stock, They will be ship within 48 hours.
For styles need to make, They will be ship within 7 days.
Once we find that we have no materials to make will send email to you.Please pay attention to your email left. If we can not contact you both by email and SMS within 30 days, We will refund the order directly.
2. Busy Seasons:
May need more time, But we will try our best to ship out as soon as possible.
Handmade is not easy and we are doing it with our heart.
Cancellation of Order
You can cancel order and get full refund before the order is shipped. Once the order is shipped, we can not take the shoes back in transit and can not be cancelled.
Cancellation of order please contact us by email：customer@dwarvesshoes.com
Shipping
1. Shipping fee: Free shipping to all the countries and we have paid FedEx option.
2. Shipping time:
Free Shipping to most locations, delivery time is approximately 5-15 days. Once your order is shipped, we will send you an email with the tracking number and tracking site.
We have paid FedEx Option, to most locations, delivery time is approximately 2-8 weekdays.(FedEx to US and Canada is 3 - 4 weekdays; FedEx to Australia is 5 - 8 weekdays; Europe and South America is 4 - 7 weekdays, Asia is 2 - 3 weekdays)
We will only ship to the address you give us. Please make sure the shipping address you input during checkout is correct and complete, we are not responsible for any wrong or undeliverable addresses.If your package return because of Insufficient address or wrong address,we can not refund you,because we paid twice shipping fee ,It is more than the shoes.
3. We can not guaranteed arrival time and do not accept urgent orders. Please place your order in advance.
4.Normally Free Shipping to Australia is 20 days after shipping. So If you are from Australia and want to receive the package soon please choose paid FedEx in the shipping option. Free Shipping to US ,Canada is normal, 7-15 days will be delivered, Average 10 days. If you want fast, you can choose paid FedEx option too.
Refunds and Exchanges
To be eligible for returns or exchanges, items must be unworn, unwashed, unaltered, and include all original tags and packaging. We won't issue refund or exchange if custome reject the package.
1. Change shoe size/color/style
Please check our size chart carefully before you place your order. You can exchange the size,color or style within 7 days from the time you receive our shipment, but please note that you will incur the cost of returning any shoes to us.( Please make sure with your local office.） We will cover the charge to ship out the replacement pair as long as the shoes are returned in the condition they were sent out.
2. Refund
For any reason you are not satisfied with our products, you can return the items within 7 days from the receipt date for replacement or refund (not including shipping costs).
When we receive the products will refund you as soon as possible.
Please contact us before you ship the items back to get the shipping back address.
Refunds and Exchanges Email: customer@dwarvesshoes.com
Non-Refundable Cases:
A. We will only ship to the address you give us. Please make sure the shipping address you input during checkout is correct and complete, we are not responsible for any wrong or undeliverable addresses. If your package return because of Insufficient address or wrong address, we can not refund you, because we paid twice shipping fee, It is more than the shoes.
B. We won't issue refund if customer refuse to pay for the custom fee when the package arrive local custom office.
C. We won't issue refund if customer refuse to pick up the package when the package is delivered or at pick-up location.
D. Damage products caused by improper use by customers.
E, Products that have been worn and used by customers.
F, Clearance shoes do not accept exchanges and refund.
G, Orders over 90 days.
Return Label, Shipping Cost and Return Address
Please note that we are unable to get the return label for our customers from Website Background Management System now. So all the returning need our customers to contact local logistics office(such as USPS, Canada post, Australia post ...) to ship back.
Customers pay shipping cost as a result of their own error (ex: incorrect order such as wrong size,wrong color,wrong style; Items that are not liked). We will refund any return shipping cost if the return is a result of our error (ex: Wrong product, dwarves shipped you the wrong style,wrong color,size; Damaged products).
We currently have two return addresses for you to choose from:
A. You can choose a shipping method that is most convenient and cheap for you to send back to China Studio. (Normally if your return shipping fee is below $35, Please choose this method)
B. You can choose returning to our US Warehouse or UK Warehouse which offer by our Logistics partner. Please note that you need to pay for the shipping of the shoes back to the US/UK warehouse(Contact our customer service to get big discount). In addition, all international returns and exchanges which under 3kg are subject to a $28 USD returns processing fee. (Includes warehousing fees, shipping costs to China, import duties, etc.) So if your return fee is over $35, please choose this method which will control the exorbitant return fee.
Refund Process
For returned items or exchanges, we will inspect your returned items and email you a refund within 7 business days of receiving your package. Your refund will be returned to your orginal payment account within 10 business days from the date you reveive the email:
A, Paypal account refunds: up to 48 hours
B, Credit card refunds: 2-7 business days
For some debit and cards,refunds can't be made to the original payment account, customer service team will email you to provide us with a paypal account in your name to complete the refund.
3. Additional notes on warranty
A, All returned items must be in new condition, unused/unworn, unwashed, and with all original tags and their original packaging.
B, Please do not send the package back to the sender's address. If you return request is accepted, we will send you the return address and instructions on how and where to send the package.
C, Please be aware that any return made 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.
Quality Problems
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.
If your shoes appear quality problems within 30 days(from the time you receive)caused by nonartificial : such as sole cracking , upper cracking, heel cracking, degumming, peeling leather, we will exchange for you.
Within 90 days, any fault caused by nonartificial reason we should maintain it freely.
Process: email us →ship back the shoes→email us the package tracking code→when we receive the shoes will ship a new pair or maintain them
Shipping cost: Customer pay for the shipping back cost, we will pay for the ship again cost.
Please contact Email: customer@dwarvesshoes.com to execute the process.
Package Lost
The logistics provider will compensate the shoes if the package 60 days can not be delivered.We will follow-up you order and assist you. We are not responsible for any lost or returned or misdirected shipments based on incorrect addresses.
If your package lost, Please contact us within 60 days from your order date. We can not accept claim of package lost for orders over 90 days.
Information Safety
We do not use your information for any other purpose, only for fulfill order. Below is the details of privacy policy:
https://dwarvesshoes.com/pages/privacy-policy
Please read the size details carefully. World wide delivery is not easy in this days. Returning is also some time easy some time hard and expensive.（Please make sure with your local office.）
We are Chinese craftsmen, All the shoes ship from China studio and return to China studio. We are trying to offer services returning to warehouses in the United States When our orders reach a certain quantity. Because shoes have so many styles, sizes and colors, it is not a standard product, sometimes customers have special request, So It is very hard to offer large inventory to local storehouse.
From 2012 to 2024, We are here for 12 years! Our brand site dwarvesshoes.com is opened on 2017, also over 7 years. We adhere to brand values and are trustworthy partners.
