Last Updated: November 2025
Our Commitment to Your Satisfaction
At Zoy Shoes, we take immense pride in handcrafting every pair of women's sandals, high heels, sneakers, and flat shoes in our small factory. Founded on December 9, 2019, our business is built on direct relationships with our customers and a fundamental belief in the quality of our work. We understand that online shopping requires trust, which is why we offer a straightforward, customer-friendly Return & Refund Policy. This policy is our formal commitment to ensuring you are completely satisfied with your purchase from our Guangzhou-based workshop.
30-Day Return & Exchange Policy
We accept returns and exchanges for both defective and non-defective items within 30 days of the delivery date. To be eligible for a return or exchange, your item must be in the same condition you received it: unworn, undamaged, and in its original packaging with all tags attached. We reserve the right to refuse returns that do not meet these conditions.
How to Initiate a Return or Exchange
Step 1: Contact Our Team
You must initiate your return or exchange by first contacting our customer service team. We are easily reachable and respond promptly.
- Email: support@zoyshoes.com
- Phone: +86 183 7084 5030
- Live Chat: Available directly on our store during support hours.
Please have your order number ready. Our team will guide you through the process and provide you with a Return Authorization and the correct return address for our facility.
Step 2: Package and Ship Your Return
Securely package the item(s) in their original packaging. We strongly recommend using a trackable and insured shipping service for your protection. Send your return to the address provided by our support team:
Zoy Shoes Returns
No. 36, Dongshan Street, Yuexiu District
Guangzhou City, Guangdong Province 510080
China
Return Shipping & Associated Costs
- Customer-Responsible Returns: For returns based on change of mind, fit, or style preference, the customer is responsible for all return shipping costs.
- Company-Responsible Returns: If the item is defective, damaged upon arrival, or if we sent the incorrect item, we will provide a prepaid return shipping label or reimburse your reasonable return shipping costs upon verification.
- Original Shipping: Shipping costs for the original order are non-refundable.
Refunds
- Processing Time: Once we receive and inspect your return at our shop in Guangzhou, we will process your refund within 5 business days. We will notify you via email once this has been completed.
- Refund Method: All refunds are issued to the original PayPal payment method used for the purchase. We do not charge any restocking fees.
- Bank Processing Time: After we issue the refund, please allow 5-10 additional business days for the funds to be posted by your bank or card issuer.
Exchanges
We are happy to exchange an item for a different size or style, subject to availability. The process for an exchange is the same as for a return. Please contact our team to check stock availability for your desired exchange item. Once we receive and process your return, we will ship the new item to you. You will be responsible for any price difference and any additional shipping costs for the new item.
Defective or Damaged Items
If you receive a defective or damaged product, please contact us within 48 hours of delivery. You may be asked to provide photographs of the defect or damage for our quality control records. We will arrange a prompt replacement, exchange, or refund and cover all associated shipping costs.
International Returns & Customs
As we ship directly from China, customers are responsible for any customs declarations, duties, or taxes associated with returning an item internationally. We recommend declaring the package as "Returned Goods" with a low value to minimize fees. We cannot be responsible for parcels lost or held in customs during the return transit.
Non-Returnable Items
Certain items cannot be returned for hygiene and safety reasons:
- Items not in their original, unworn condition.
- Items damaged due to customer misuse or wear.
- Any item not purchased directly from https://zoyshoes.com.
Secure Transactions
All transactions on our site, including refund processing, are protected by a secure SSL (Secure Sockets Layer) certificate. This ensures your personal and payment information remains encrypted and safe throughout the entire purchase and refund cycle.
Questions & Customer Support
Our dedicated support team is here to help you with any aspect of the return process.
Customer Support Hours (Central Standard Time, GMT-06:00):
- Monday – Friday: 9:00 AM – 6:00 PM
- Saturday: 10:00 AM – 3:00 PM
- Sunday: Closed
Contact Us:
Zoy Shoes
No. 36, Dongshan Street, Yuexiu District,
Guangzhou City, Guangdong Province 510080, China.
Email: support@zoyshoes.com
Phone: +86 183 7084 5030
Shop With Confidence. Our Return & Refund Policy is designed to make your experience with our handcrafted footwear as risk-free as possible. We stand behind the quality of every stitch.
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