Frequently Asked Questions

Browse our footwear collection, select your preferred product options, and add the item to your shopping cart.

Continue to checkout, enter the required delivery information, choose an available payment method, and confirm your purchase.

After submitting your order, you should receive an order acknowledgment at the email address provided during checkout.

Please check your spam folder if you cannot find it. If you still need help, contact our support team.

Please contact us as soon as possible if you need to change or cancel an order.

Once an order has been dispatched, certain changes may no longer be possible. Applicable cancellation and consumer rights remain protected.

See our Terms & Conditions for additional details.

Review any order notifications sent to your email.

If you have a customer account, available order information may also appear in your account area.

You can contact us with your order number for further assistance.

Our retail orders are generally processed and shipped from China.

International shipments may pass through shipping facilities and customs checkpoints before delivery.

Yes. HeMai Shoe Stock offers international delivery to supported countries and regions.

Availability depends on destination restrictions, shipping services, and other relevant conditions.

Please review the delivery options available for your order.

Delivery time depends on your destination, order processing, carrier service, and customs clearance.

Delivery estimates, where provided, are not guaranteed dates unless expressly agreed or required by law.

Applicable consumer delivery rights remain protected.

Standard shipping to the United States and supported European destinations costs US$10 for orders below US$400. Orders with an eligible merchandise subtotal of US$400 or more qualify for free standard shipping.

Any shipping charges collected by our store will be disclosed before purchase.

Free shipping does not necessarily include customs duties or other import charges.

Where tracking is available, you can use the tracking information provided after dispatch.

Carrier updates may take some time to appear.

If you need assistance, contact us with your order number.

Read our Shipping & Delivery Policy .

Eligible payment options may include:

• Visa
• Mastercard
• PayPal
• Apple Pay
• Google Pay
• Other supported payment methods

The payment methods displayed during checkout determine which options are available for your order.

Apple Pay and Google Pay may only appear when your device, browser, payment account, and location meet the relevant eligibility requirements.

If an option is unavailable, please choose another supported payment method.

Check the displayed error message and your payment account or bank information.

If your account appears to have been charged, verify the transaction status before paying again.

Contact our support team if the problem continues.

Online transactions are handled through integrated payment services according to the relevant provider's security practices.

Never send passwords, complete card numbers, card security codes, or one-time verification codes through email or messaging services.

Visit our Payment Policy for more details.

Eligible retail returns are covered by our Returns & Refunds Policy.

Our standard return request window is generally 30 days after delivery, subject to the applicable conditions and your statutory consumer rights.

Please review the full policy before sending an item back.

Please contact our support team and provide your order number and a description of the issue.

Photos may help us understand the problem, where available.

We will review appropriate remedies, including replacement or refund where required by applicable law.

Return shipping responsibility depends on the reason for the return, applicable policy conditions, and consumer protection laws.

Please contact us before shipping a return so we can provide the appropriate instructions.

Our public business location is not necessarily a return address.

Eligible refunds are normally issued to the original payment method.

The time required for funds to appear depends on the payment provider, financial institution, and applicable legal processing requirements.

See our Returns & Refunds Policy .

Check the size information shown on the relevant product page.

Footwear sizing may vary between brands and styles.

If you are unsure about the correct size, please contact us before ordering.

We aim to provide useful product images and descriptions.

Slight color differences may occur because of screen settings or photography lighting.

If you have questions about a specific product, contact our support team.

Product availability may change.

If an ordered item cannot be supplied, we will contact you about the available options, including any required refund.

Please review the information provided on each product page, including the listed brand, style, available options, and descriptions.

If you need clarification about product origin, branding, materials, or other important characteristics, contact us before making a purchase.

Where customer accounts are enabled, you can use the account access options available on our website.

If you experience login problems, please contact customer support.

We handle personal information relating to website visits, orders, and customer inquiries according to our policies and applicable privacy laws.

Learn more in our Privacy Policy and Cookie Policy .

You can contact our team through:

• Email: [email protected]
• WhatsApp: +86 175 0162 9037
• LINE: Contact via LINE

For an existing order, please include your order number when contacting us.