Company: SHOESPHERE SDN. BHD. 202501029071 (1630483-H)
Contact: shoesphere@outlook.com| Level 20, Menara 1 Sentrum, 201, Jalan Tun Sambathan, Brickfields, 50470 Kuala Lumpur W.P. Kuala Lumpur Malaysia | (+60)17 5452 846
1. General Policy
At Shoesphere Sdn. Bhd., we take pride in offering authentic, high-quality footwear that meets the expectations of sneaker enthusiasts and everyday wearers alike. However, if you are not fully satisfied with your purchase, we’re here to assist.
Returns and refunds are considered on a case-by-case basis and are subject to the terms and conditions outlined below to ensure fairness and clarity for all parties.
2. Eligibility for Returns
To be eligible for a return, the following conditions must be met:
- You must contact us within 7 days of receiving your item.
- The item must be unused, in its original packaging, and in the same condition as when it was delivered.
- All accessories, manuals, tags, and packaging materials must be included and undamaged.
- You must provide proof of purchase, such as a receipt or order number.
Please note:
Shoesphere Sdn. Bhd. reserves the right to refuse any return that does not meet the above criteria.
3. Non-Returnable Items
The following items are not eligible for return or refund:
- Footwear that has been worn, used, or altered in any way
- Products that are damaged due to misuse, improper care, or unauthorized modifications
- Items purchased on clearance, marked as “final sale”, or during limited-time promotional offers
- Footwear returned without original packaging, missing accessories, or without valid proof of purchase (e.g., order number or receipt)
Please ensure you review product details and sizing carefully before placing your order. If you have questions, feel free to contact us before checkout.
4. Return Process
To begin a return process, please follow the steps below:
- Email us at shoesphere@outlook.com with the following details:
- Your order number
- A brief reason for the return
- Photos or videos of the item (if applicable)
- Our team will review your request within 2 business days and respond with either an approval or further instructions.
- If your return is approved, you must ship the item back to us within 5 business days at your own expense.
- Please use a reliable and trackable courier service for the return and provide us with the tracking number.
Note: We are not responsible for lost return shipments. Items returned without tracking or past the allowed timeframe may not be eligible for a refund.
5. Inspection and Approval
Once we receive your returned item, it will be inspected within 3–5 business days to ensure it meets our return criteria.
If the return is approved, we will proceed with either:
- A refund to your original payment method
- A replacement of the same item (subject to stock availability)
Refund processing times may vary depending on your bank or payment gateway, and may take a few additional business days to reflect in your account.
6. Defective or Damaged Items
If you receive an item that is defective, faulty, or damaged during delivery, please follow these steps:
- Contact us immediately at shoesphere@outlook.com with a clear photo or video of the issue.
- Please report the issue within 48 hours of receiving your order to ensure eligibility for a resolution.
- After reviewing the claim, we will offer one of the following solutions based on the situation:
- A replacement unit (subject to stock availability)
- A free repair (if applicable)
- A full refund to your original payment method
We’re committed to ensuring every customer receives the product in the quality promised.
7. Warranty Claims
Most of our footwear and accessories do not come with a manufacturer’s warranty, but if an item develops a manufacturing defect after the standard return period, please feel free to contact us to discuss available support options.
While wear and tear from regular use is not covered, we may be able to facilitate a repair, replacement, or store credit depending on the nature of the issue and brand-specific policies.
Please include photos, your order number, and a description of the problem when reaching out. Our team will review your case and advise you on the next steps.
8. Exchanges
We do not offer direct product exchanges (e.g., for size or color) unless the item you received is defective, faulty, or incorrect.
If you believe you’ve received an item in error or that qualifies for exchange, please contact us with your order number, details of the issue, and photo evidence (if applicable). We will assess your case and advise you on the next steps.
For size or style changes, we recommend requesting a return (if eligible) and placing a new order for the desired item.
9. Contact Us
For all return and refund inquiries, reach us at:
Email: shoesphere@outlook.com
Phone: (+60)17 5452 846
We’re happy to help resolve any issues and ensure your satisfaction.