SIZE EXCHANGE SERVICE
Thank you for choosing Leather Lab products.
- We offer a free one-time size exchange service for all our footwear. We do not provide refunds, exchanges for different color or model.
- The size exchange service applies only to products purchased from the Leather Lab official website and retail stores, and products purchased from distributors or sample sales events are not eligible for exchange service.
- Should you wish to exchange size after receiving the goods, you can contact us on +852 9717 0022 (WhatsApp only) within 14 days of receipt (providing contact phone number/email and order number), we will assist you throughout the exchange process.
- Items must fulfil below conditions to eligible for size exchange:
- The product is in a resaleable condition.
- The product remains in its original packaging.
- No signs of use, wear and tear, or intentional damage.
* If any of the above conditions are not fulfilled or request is made after 14 business days of receipt, Leather Lab reserves the right not to process the request.
5. In case of any dispute on the exchange, the decision from Leather Lab shall be final.
Exchange Procedure
- Customers are required to fill out the "Exchange Service Form" included in the shoebox and select below methods for exchanging items:
- Exchange at store: Please bring along your receipt, exchange form, and the item to our store for exchange.
- Exchange via SF Express: Arrange to ship the item back to Leather Lab office by SF Express which the cost will be bear by you. Please include the receipt and exchange form inside the package. (Leather Lab will bear the delivery cost for the new item )
Shipping address:
Leather Lab, Unit B4A, 9/F, Block B, Hong Kong Industrial Centre, 489-491 Castle Peak Road, Kowloon, Hong Kong.
- If customers do not pay for the return shipping, we reserve the right to charge them for this cost or reject the returned item.
- If the requested exchange item is out of stock, we will request to customize product for the customer on the next business day after receiving the exchange item. This process takes 14-21 business days (excluding Sat, Sun, and public holidays).
- We will perform a final inspection on your item to ensure it is in a resaleable condition before processing your exchange. In case it does not pass our inspection, we will arrange to deliver the item back to you at your own cost.
FAQ
Please provide your contact phone number/email and order number to our customer service via Whatsapp +852 9717 0022 within 14 days of receiving the goods.
We only accept exchange requests for defective or incorrectly delivered items.
If such situations occur, please take photos of the damaged areas immediately and contact us within 14 business days of receiving the goods. After confirming that the damage is not due to human factors, we will promptly arrange for an exchange for you.
If you notify us after 14 business days, we reserve the right to reject the exchange request.
Currently we do not offer online exchange feature, if you wish to request an exchange, you can fill out the 'Exchange Service Form' included in the shoebox.