FAQ

Frequently Asked Questions

1. Where is your company located?

Our business office is located in Hong Kong.

2. Do you have any retail locations?

In order to eliminate the extra costs associated with physical storefronts (rent, insurance, staff), we currently only have an online store.

3. How do I make changes after my order has been placed?

If you notice a mistake with your order after receiving an order confirmation email, please email us at service@leatherwey.com.

4. How to know if my order has completed?

You will receive a confirmed letter including your order information by system automatically once you pay for your order completely.

5. Why don’t I receive the confirmed email after placing an order successfully?

Mostly, your email address maybe wrong or blocked by spam filters. You’d better check your junk mailbox or change your spam filters. Another way is leaving your usual mail address in order that you can receive all of our emails.

6. Will I have to pay customs duties, taxes or other fees?

You will not be charged any consumption tax by Leatherwey. However, you may need to pay the customs duties by yourself if there is any.

7. How do I change the currency?

At the top right corner of our home page, you will see a currency widget where you can change the currency to one of the following: USD, AUD, GBP, CAD, EUR, MXN, NZD, PHP, SGD.

8. Which payment methods do you accept?

We accept PayPal Express, PayPal Credit, and all major credit cards.

9. How do you secure my payment information?

We take security very seriously and do not process any of your payment information ourselves. All payment methods Leatherwey offers are widely used around the world. Once you enter your personal and credit card information, your online purchase will be processed through a secure computer server. The personal information you enter is encrypted to keep it protected while in transit.

10. Is my personal information kept private?

We are totally committed to protecting your privacy. We will not disclose information about our customers or visitors to third parties except where it is part of providing a service to you, e.g. arranging for a product to be sent to you, carrying out credit and other security checks and for the purposes of customer research and profiling or where we have your express permission to do so. For more information, please read our Privacy Policy in full.

11. What is the material of your shoes?

Most of our shoes are made of high quality leather.

12. Do you ship worldwide?

For your convenience, we are happy to ship our products to every place in the world. We are glad to offer Free Standard Shipping for Any Order Over $99. For more information, please check Shipping & Delivery.

13. What should I do if I can’t receive my parcel?

You can email our customer service directly and show your tracking number, and then we will check it for you. Supposing that we are sure the parcel was lost indeed, we will arrange a new delivery or refund. However, if the items were lost because you offered us incorrect address information, you should be responsible for the loss.

14. What if I don't like my shoes after receive it?

Don't worry about it. We promise an easy 15-day return policy. If you don't like the shoes after you receive the package, just return it unused and in its original packaging. Upon acceptance of your return, the refund will be issued to your original account. Any promotional gifts must also be returned with your returned item.

15. What does one size mean?

One size refers to items that have a uniform sizing. It means that this product only has one size. Please note that they are not designed to fit everyone. You need to check the size chart of the details before you buy.