MyShoeCharm Return & Exchange Policy
1. Return Policy Overview
- Standard Returns: Unused, unworn items with intact original tags must be returned in their original, undamaged packaging within 30 calendar days of delivery.
- Extended Return Coverage: Purchasing an optional warranty extends the return period to 180 calendar days (excludes user-caused damage, e.g., stains, tears from improper use, or hygiene-related issues like opened skincare product seals).
2. Step-by-Step Return Process
Step 1: Initiate Your Return Request
→ Option 1: Log into the Returns Portal on our official website (under the "My Orders" section).
→ Option 2: Email CS@MyShoeCharm.com with your order number, item name, and reason for return.
Step 2: Get Approval & Shipping Label
→ If your request is approved, we’ll send a prepaid DHL shipping label to your email (valid for 7 calendar days—please ship within this period to avoid label expiration).
Step 3: Track Shipment & Confirm Delivery
→ Use the tracking number on the label to monitor your package’s status. Notify our Returns Center immediately once the package is delivered to us (reply to the approval email or call the hotline below).
Step 4: Receive Your Refund
→ Refunds will be processed to your original payment method within 14 business days of our receiving your returned item (excludes weekends and public holidays).
3. Full Return Coverage (90 Calendar Days)
We cover return-related costs (e.g., round-trip shipping, re-production fees) for the following scenarios:
- Manufacturing Defects: Issues occurring under normal use (e.g., cracked lenses, loose screws, unglued frames).
- Shipping Errors: Mistakes made by our team (e.g., wrong item sent, missing accessories, incorrect size).
- Customization Mistakes: Errors in personalized details (e.g., incorrect prescription for lenses, wrong engraving text/design).
4. Non-Covered Returns & Refunds
No returns or refunds will be provided for:
- Orders older than 90 calendar days (or 30 calendar days if no optional warranty was purchased).
- Subjective Dissatisfaction: Issues that don’t affect functionality (e.g., dislike of color, style, or fit; change of mind).
- Misuse/Carelessness: Damage caused by improper use (e.g., sleeping in eyeglass frames, dropping lenses intentionally, using harsh cleaners).
- International customs fees (incurred during delivery to you, e.g., import duties, or return to us, e.g., export taxes).
5. Key Return Requirements
- Original Packaging & Accessories: Items must be returned in their original, undamaged packaging, along with all included accessories (e.g., eyeglass case, cleaning cloth, warranty card). Missing items may result in return rejection.
- Customized Order Cancellations: A 30% cancellation fee (based on the total order value) applies if you cancel a personalized order after production has started (no fee if canceled within 24 hours of ordering).
- Hygiene Standards: For hygiene-sensitive items (e.g., contact lenses, skincare products), opened seal strips will void return eligibility—this is to ensure the safety and hygiene of all customers.
6. Return Address
OYOsight Returns Center
Building A1, Xinling Industrial Park
Dalong Street, Panyu District
Guangzhou, Guangdong 511450
China
Tel: +86 181-2212-4602
Note: Please clearly write your order number on the outer package—this helps us process your return faster (missing order numbers may cause delays).
7. Policy Updates & Inquiry Channels
- Policy Updates: Revised terms will take effect immediately upon being posted on our official website. We recommend checking the latest version before initiating a return.
- Disputes & Inquiries: For return/refund disputes or other questions, contact our Customer Service team at CS@MyShoeCharm.com or call +86 181-2212-4602 (Monday–Friday, 9:00–18:00 GMT+8).