Shipping and Returns

Pre-Order & Limited Edition Items

For limited-edition sneakers offered on a pre-order basis:

Production Lead Time: All pre-order items are made-to-order. Production typically takes 4-8 weeks from the order closure date.
Non-Cancelable Orders: By placing a pre-order, you acknowledge and agree that your order cannot be canceled or modified once submitted, as it triggers the production process.
Shipping Delays: While we provide estimated shipping timelines, unforeseen production or material sourcing delays may occur. Any significant delays will be communicated via email. Your order will ship immediately upon completion, and you will receive tracking information.

General Shipping

Processing Time: In-stock items typically ship within 3-5 business days.
Shipping Costs: Shipping costs are the responsibility of the buyer and are non-refundable, unless the item received is defective or incorrect.
High-Value Items (“Secure Delivery Chain”): For sneakers with a unit value exceeding [e.g., $500], the following mandatory delivery protocol applies:
1. Tamper-Proof Seal: All items will be secured with a numbered, anti-tamper seal.
2. GPS Tracking: Shipment will be sent via a carrier providing full GPS-enabled tracking.
3. ID Verification upon Delivery: The recipient must present a government-issued photo ID matching the shipping name for in-person signature. Failure to comply will result in the package being returned to our facility.
B2B2C / Multi-Brand Store: As a curated multi-brand retailer, items ship from our unified warehouse. Please note that brand-specific return conditions may apply (see Returns section).

Returns & Refunds Policy

1. 14-Day Return Window

We offer a 14-day return policy from the date you receive your item(s). To be eligible for a return, the item must be unused, in its original condition, and returned in its original packaging (see specific conditions below).

2. Refund Processing Time

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original method of payment within 14 business days. Please note: Refunds via PayPal may take up to 14-30 business days to appear in your account, depending on your region and PayPal’s policies.

3. Return Shipping Costs

The customer is responsible for all return shipping costs, unless the return is due to our error (e.g., wrong or defective item). We recommend using a trackable shipping service and purchasing shipping insurance.

4. Return Process

To initiate a return, please follow these steps:

Contact our customer service at support@pureflatshoes.com within the 14-day window to request a Return Authorization (RMA) number. Returns without an RMA will not be accepted.
Securely pack the item(s) in the original box, placing that box inside a second shipping box. Include the original invoice and the RMA number.
Ship your return to the following address:pureflatshoes.com
Returns Department
324 West Sha Road, Maanshan, Tai Po District, Hong Kong
Phone: 00852-6956101

5. Specific Conditions & Non-Returnable Items

A. Condition & Hygiene

Sole Cleanliness Definition: To be considered “unworn,” soles must have no signs of outdoor wear. The presence of more than 3 visible grains of sand/dust embedded in the tread pattern constitutes “worn” and makes the item non-returnable. (See our [Link to High-Image Policy Page] for visual examples distinguishing “trying-on marks” from “wear marks”).
Odor & Hygiene: For hygiene reasons, any item returned with a distinct personal odor (e.g., strong perfume, smoke, or body sweat) will be refused, returned to the sender, and will not be eligible for a refund or exchange, regardless of visual appearance.

B. Product Categories

Functional Footwear (“Terrain Adaptation”): Performance footwear (e.g., trail runners, hiking boots) is designed for specific terrains. Abnormal or accelerated wear resulting from use on non-adapted surfaces (e.g., concrete, asphalt) is not considered a manufacturing defect and is not eligible for a return under our quality warranty.
Sustainable Materials: Footwear made with natural materials (e.g., natural rubber, undyed leather, cork) will naturally oxidize and change color with exposure to light, humidity, and wear. This characteristic is inherent to the material and is not a defect. Purchasing implies acceptance of this evolving nature.
Smart Footwear: For smart shoes with embedded electronics, you must unpair the device from your app and clear all personal data before returning. Failure to do so will delay your refund processing.
Climate-Adaptive Footwear: Performance metrics for seasonal items (e.g., winter boots’ temperature ratings, rain shoes’ waterproof duration) are measured under controlled laboratory conditions. Variations in personal experience due to individual physiology, fit, or usage intensity do not constitute a defect.
Replica / Popular Re-releases (“Batch Variance”): For reissued or perennially popular styles, minor variations in material hue, grain, or print detail between production batches are normal and inherent to the manufacturing process. Such variances are not grounds for return. (See our [Link to Batch Comparison Gallery]).
Final Sale Items: The following are FINAL SALE and cannot be returned for refund or exchange:
- Customized/Customized Orders: From the moment a customer approves a custom design (e.g., recoloring, embroidery), the item becomes a bespoke product.
- “Sample,” “Prototype,” or “Employee Edition” sneakers, which are sold as collectibles and may have minor imperfections, lack original boxes, or have no standard warranty.
- Clearance/Direct-from-Factory items, sold “as-is” with documented minor flaws at a discounted price. Returns are only accepted for significant misdescription.
- Items with culturally/religiously sensitive designs.
- Subscription service fees or “Try-Before-You-Clean” service fees.

C. Packaging

Shoe Box Integrity: For limited-edition, collaborative, or collectible sneakers, the original shoebox is considered an integral part of the product’s value. Returns with missing, severely damaged, or deliberately marked boxes will be subject to a value depreciation fee of up to 30%.

6. Refund Amount

The refund will be issued for the price of the item(s) only. Original shipping charges are non-refundable.
For dynamically priced items, the refund amount will be the lower of the price you paid or the item’s current market price at the time the return is initiated.
Any value depreciation fees (e.g., for box damage) will be deducted from the refund amount.

7. Exchanges & B2B2C Process

We only replace items if they are defective, damaged upon arrival, or if we shipped the incorrect item.
For Multi-Brand Store (B2B2C): Returns must first be received at our unified warehouse, then forwarded to the respective brand for inspection and approval. This process can take up to 21 business days before a refund or exchange is processed. Brand-specific return windows and conditions override our general policy where applicable.

Additional Services & Programs

“Sneaker Vault” Custody Service (Membership)

Custody Liability: We exercise reasonable care in storage but are not liable for damage due to forces beyond our control (e.g., natural disasters). Optional insurance is available.
Retrieval & Fees: A retrieval request must be submitted. Fees apply for storage, retrieval, shipping, and any value-added services. Unpaid fees may result in a lien on the stored item(s).
Abandonment: Items unclaimed for over 12 months after notification may be considered abandoned and liquidated to cover outstanding fees.

“Digital Foot Measurement” Tool

Our AR/online sizing tool is an assistive guide only. We strongly recommend combining its suggestion with traditional measurement methods. We do not guarantee perfect fit based on this tool and are not liable for size-related returns.

Old Shoe Recycling Program

Condition: Accepts gently worn shoes (cleaned, paired, with minimal sole wear).
Points: Credits are calculated based on brand, condition, and model, issued as non-transferable store credit with a 12-month validity.
Disposal Path: Donated, chemically recycled, or physically broken down for raw materials. Donors relinquish all ownership.

Subscription Kids’ Shoes

Includes growth forecasting, scheduled replacements, and recycling of outgrown shoes. Pauses and restarts are allowed. Specific terms are outlined in the separate subscription agreement.