FAQ | Frequently Asked Questions

【 About Orders & Payments 】

Q1: Can I cancel or change an order after payment?

We use an automated order processing system. Once an order is confirmed and paid, cancellations, refunds, or content changes cannot be arranged. Please ensure to confirm the product model and size before placing an order.

Q2: What happens if there's a pricing error on the website?

In case of a significant pricing error due to a technical glitch, we reserve the right to cancel the order and issue a full refund.

Q3: Are prices the same in-store and online?

Yes. Unless specifically marked as "Online Exclusive" or "In-store Exclusive" promotions, prices are fully synchronized online and offline.

【 About Pre-order Items 】

Q4: How long does it take for pre-order items to arrive?

Pre-order items generally take 5 to 30 business days. Due to overseas procurement and international logistics, arrival times may be affected by customs clearance.

Q5: What if a pre-order item is out of stock in the end?

In case of supplier cancellations or insufficient stock, we will notify you within 24 hours and arrange a full refund.

Q6: If an order contains both in-stock and pre-order items, will they be shipped separately?

To provide free shipping, our default is to ship all items together once they have arrived. If you wish to receive in-stock items first, subsequent shipments will be sent with shipping fees on delivery.

【 About Shipping & Free Shipping 】

Q7: How much do I need to spend to qualify for free shipping?

A single order with a spend of HKD $800 or more qualifies for free SF Express shipping in Hong Kong and Macau (including smart lockers and service points).

Q8: How long does it take for in-stock items to be shipped after ordering?

In-stock items are usually shipped within 1-3 business days. After shipment, a notification email with a tracking number will be sent.

【 About Sizing, Exchanges & Defects 】

Q9: If I find the size doesn't fit after purchase, can I exchange it?

Yes. Please visit the store or return via SF Express within 7 days of receiving the item (round-trip shipping costs are borne by the customer). The item must be kept in new, unworn condition with tags intact and the original shoebox.

Note: Exchanges for pre-order models depend on current stock availability, and other sizes are not guaranteed.

Q10: Under what circumstances are exchanges not accepted?

• The item shows signs of use (including playing football on the ground).

• The original shoebox is missing or severely damaged.

• Exceeds the 7-day exchange period.

Q11: What if I receive a defective item?

Please contact us within 48 hours of receipt and provide photos. Defects are limited to severe degumming or structural damage. Minor glue overflow, loose threads, or shoebox damage due to transportation are not considered defects.

Q12: 購買優惠產品後，換貨時還能享有當時的折扣嗎？ Can I still enjoy the original discount when exchanging promotional items?

• 可以，但須符合「3 天退回」準則： 閣下必須在收貨日起計的 3 天內（收貨當天為第 1 天，以順豐記錄為準），將貨品退回至本公司，方可繼續應用原訂單之折扣更換貨品。

• 範例說明： 若訂單享有 「2 件 85 折」 優惠，於 1 月 1 日收貨後發現尺碼不合，閣下必須於 1 月 3 日或之前 將貨品寄回或退回本公司，更換之貨品方可繼續享有 85 折優惠。若於 1 月 4 日或之後才退回，該更換之貨品將以原價計算。

• Yes, subject to the "3-Day Return" rule: Items must be returned to us within 3 days of receipt (including the day of delivery, per SF Express records) to retain the original order discount.

• Example: If your order had a "2 items for 15% OFF" discount and was received on Jan 1st, it must be returned by Jan 3rd to keep the discount for the exchange. Returns on Jan 4th or later will be processed at the current original price.

Q13: 預購貨品或購買時沒有折扣的產品，換貨時有折扣嗎？ Do pre-orders or items purchased without a discount get a discount during exchange?

• 不設折扣。 若閣下購買的是預購貨品 (Pre-order) 或下單時該貨品並無任何折扣，於更換貨品時，新換領之貨品將按當時之標價計算，不設額外折扣優惠。

• No. If the original purchase was a Pre-order or had no discount at the time of order, the replacement item will be charged at its current listed price without additional discounts.

Q14: 換貨的運費及時間如何計算？ How are shipping costs and timelines for exchanges handled?

• 所有換貨產生之往返運費均由客人承擔。請確保貨品保持全新未下地、標籤完整且鞋盒完好。

• All two-way shipping costs for exchanges are the responsibility of the customer. Items must be in brand-new, unworn condition with original tags and packaging.

【 In-store Services 】

Q15: Are there any restrictions for in-store try-ons?

To protect the leather and appearance of professional footwear, please wear socks during try-ons and seek assistance from a staff member. Please do not leave the carpeted area during try-ons.

Q16: Can I purchase online and pick up in-store?

Yes. Simply select "In-store Pickup" during checkout. Please provide your order number, name, and phone number when picking up.