Shipments and Returns

 

Your pack shipment

We endeavour to dispatch all products ordered within 3 days after the order has been placed and accepted by us. You will be given an indication of the expected delivery.

The total delivery time of an order is equal to the total order processing time + total transit time.

 

Order Processing time is split into two parts: Processing and Shipping

 

Processing time = From the time we receive your order to  packaging it, we require 1-2 business days  to check your order, confirm your payment and verify your address. Please note that we do not process your orders on weekend or holidays. Therefore, please allow another 1-2 business days to process your weekend orders.

 

Packaging time = After processing your order, we will send a confirmation to the warehouse. Then your order will be shipped out within 1-2 business days if it is still in stock. You will be informed if the products are out of stock.

 

Actual shipping time = The time it takes for the shipping companies to deliver your package to you.

 

For the handmade Italian shoes, we need to do the final touch up (based on your sole and colour selection) before sending out. Hence, we may need another 3-4 days on top of the normal delivery time. 

 

If you prefer express delivery, an additional cost will be applied, so please contact us before choosing this method. Whichever shipment choice you make, we will provide you with a link to track your package online.

 

 

Returns / Exchange

 

We want to ensure that you are satisfied with your purchase and your feedback is important to us. If you do have any reasons to return your purchase, a refund or an exchange can be arranged for the unworn goods.

 

Please contact us via email at atyourservice@schuhster.com within 5 calendar days after delivery. We will then issue you a Return Form with Return Authorisation Number and notify you which nearest warehouse to send. The goods must be shipped within 10 calendar days from the date stated on Return Form.

 

For returns, we only accept unworn items in the following categories:

 

i)   Defective Items:   This category includes any item that exhibits signs/defects not associated with normal wear.

 

ii)  Incorrect Items:   The item you received was not the one you ordered, i.e. wrong size, colour, or style.

 

Remark: Unworn Items: Items must be in brand new condition, unused (tried on only) and in their original box with all packaging intact. Returns will not be accepted if item exhibits any obvious signs of wear or is not in the condition in which it was received.

 

Upon a satisfactory inspection result on receipt of your returned goods, we will issue the refund, nett of handling fee, if any, within 15 working days or if you prefer we will exchange the item for a different style, size or colour. Please take note that stock is subject to availability until we received the return form and the availability of stock is confirmed.

 

If you are returning an item to us for a refund or an exchange then the cost of returning the item to us will be borne by you (unless it was stated otherwise). Please take note that the item is at your responsibility for cost and risk until it reaches us. Any customs, import duties, taxes, clearance or import documentation charges incurred will be for the account of the sender. 

 

 

Cancellations

 

Should you wish to cancel an order once it is placed, please contact us via email at atyourservice@schuhster.com. The earlier we are notified the better chance we have of preventing despatch of the order. We can only accept your cancellation request once we have confirmed that the order has not been shipped yet. We will then contact you by email.

 

Once your order cancellation has been reviewed and approved, you will be eligible for refund, nett of handling fee, if any. See the section “Refunds” for more details.

 

 

Refunds

 

Depending on how you paid for the item, the refund will take between 4 to 15 working days depending on our partner banks. Please refer to the table below for details. 

 

How You Initially Paid
For Your Order

How You May Receive 
Your Refund

Expected Time To Transfer Funds,
After Return Acceptance Email

Credit card, debit card

Credit card/debit card charge reversal (refund)

10-15 working days

Online banking

Bank transfer

4-6 working days

 

For refunds we do reserve the right to use any method of payment. We regret we are unable to refund any postage fees paid by you.