Q1：WHAT IS YOURBESTSHOES?

A1：YOURBESTSHOES is the global e-commerce platform for sneakers and apparel. We have the widest selections and authenticity is guaranteed.

Launched in 2021 to make sneakers more accessible to all consumers, YOURBESTSHOES is a reminder that there’s a pair for everyone, regardless of brand, price, style, size, and function.

Q2：HOW DO I KNOW IF THE ITEMS ARE AUTHENTIC?

A2：All YOURBESTSHOES merchandise are authentic, guaranteed.

Q3：ARE YOUR ITEMS NEW?

A3：YOURBESTSHOES only sells authentic items in an unworn and in pristine condition.

Q4：CAN I ORDER MORE THAN 1 ITEM PER ORDER?

A4：You can purchase more than one item of the same brand, but you can only purchase one item of different brands. Because different brands are supplied by different suppliers, they cannot be shipped uniformly and goods may be lost easily.

Q5：DO I NEED TO PAY ANY CUSTOMS FEES OR IMPORT DUTIES?

A5：we  request that suppliers only charge the product price and shipping costs, all other charges will be borne by the supplier. You are not responsible for any other charges other than the fees paid for your order.

Q6：WILL I BE ABLE TO EXCHANGE MY PURCHASE FOR ANOTHER SIZE?

A6：Yes, size exchange is available under the condition that the item(s) is unused . Each order is eligible for exchange once.

A request for exchange can be made within 14 days of the delivery date and subject to availability. Please state the exchange reason and your desired size when contacting our customer service team.

Please be mindful that the buyer is responsible for all shipping fees (return & reship) plus the price difference for the size change and the return address will be provided after the exchange is confirmed by our team.

Once the exchange request is accepted by our team and the return address provided through email, customers must return the item back to us within 7 days with the return tracking number provided.

**Return of goods will not be accepted if the products/ boxes are damaged/ not in their original condition, or if the tags are removed.

**Products that are on Sale or Products in campaign activities, defect & quality issue items excluded.

Q7：CAN I GET A GIFT RECEIPT OF MY ORDER?

A7：Gift purchase or gift receipts are currently not supported on our site.

Q8：CAN I AMEND OR CANCEL MY ORDER?

A8：We’re sorry that once the order has been placed, we cannot amend the order details. However, If you have changed your mind about your purchase, you have the option to cancel it before the order was shipped by messaging us on our website for the cancellation request.

Please note that cancellation request is not 100% guaranteed and there will be a cancellation fee – 15% of the total payment (shipping included) for all cancellations.

Q9：WHAT IF THE PRODUCT I RECEIVED ARE DEFECT OR NOT THE PRODUCT I ORDERED?

A9：We’re sorry to hear that the item did not meet your expectation. Please contact us so we can look into further details for you.

Q10：WHAT IS YOURBESTSHOES PAY?

A10：YOURBESTSHOES using advanced encrypted credit card gateways to eliminate all fraudulent order payments, it also ensures the security of customers’ funds and information. In order to prevent your payment from being misjudged as a fraudulent payment, please use your daily login device to pay when you pay, and ensure that the receipt information is also the daily usage information. We object to any fraudulent payment using a payment card other than your own.

-Shipping

Q11：WHERE DO YOU SHIP TO AND HOW MUCH WILL IT COST?

A11：We ship worldwide. Please visit our shipping info page for the countries we ship to and the shipping fees.

If your country is not on the list, please contact us for further assistance.

Q12：HOW DO I TRACK MY ORDER?

A12：Simply log in to your account to view the latest status. You can also utilize the Order Status link in your order confirmation email to keep track of the order as it moves along our processes. Also once the order is shipped, you will receive an email with the tracking details so you know when to expect the delivery.

You can trace your parcel by visiting the courier’s online tracking system and please note that it might take up to 24-48 hours for the courier to update the shipment status after the order is picked up.

Please contact us if you have any problem tracking your order.

Q13：WHY HASN’T MY ORDER SHIPPED OUT?

A13：Every item at YOURBESTSHOES goes through a rigorous authentication process by our expert team. Tracking number are usually provided with 7-10 business days, varies on arrangement of an order.

Q14：CAN I CHANGE MY SHIPPING ADDRESS AFTER AN ORDER IS PLACED?

A14：Once the order has been placed, we are not able to modify your shipping address.

However, if you believe that there has been a typo or missing information in the shipping address, please contact us and we will be happy to assist.

Q15：DO YOU COLLECT SALES TAXES AND DUTIES?

A15：NO,We do not charge any tariffs, all tariffs are borne by the merchants who settle in.

Q16：CAN I CANCEL MY ORDER?

A16：You have the option to cancel the order given that the order has not yet been shipped out (tracking number not yet updated).

Please contact us for the cancellation request.

Please note that cancellation requests is not 100% guaranteed and there will be a cancellation fee – 15% of the total payment (shipping included) for all cancellations. Refund will be issued back to the original payment method only.

Pricing

Q17：DO YOU DO HAVE A BEST PRICE GUARANTEE OR PRICE MATCH?

A17：We currently do not have a Best Price Guarantee or Price Matching policy.
However, we do welcome any feedback on certain products being priced uncompetitively.
Please contact us and we will be happy to assist further.

-Returns & Exchanges

Q18：HOW DO I RETURN MY PURCHASE?

A18：If you are not satisfied with the good(s) you have received, you have the option to return the goods to us under the following return policy.

– Returns request will only be accepted within 14 days of the delivery date.

– There will be a return handling fee which is 15% of the total transaction payment.

– The buyer will be responsible for all the shipping fee involved (original shipping fee and return postage are non-refundable).

– The goods being returned must be unused and in their original condition with the brand tags attached.

– Refund will be issued back to original payment method only.

Please contact us before returning us any product(s).

Once the return request is accepted by our team and the return address provided through email, customers must return the item back to us within 7 days with the return tracking number provided.

** Return of goods will not be accepted if the products/ boxes are damaged/ not in their original condition, or if the tags are removed.

** Products that are on Sale or Products in campaign activities, defect & quality issue items excluded.

Q19：DO YOU OFFER GIFT RETURNS?

A19：At the moment, we’re unable to offer an exchange or refund to the gift recipient.

To return your purchase, we’d need the holder of the original payment method to get in touch with us so we can assist further.