Exchange Service

Thank you for choosing Leather Lab products.

We offer below exchange service:

1. Complementary one-time size exchange - All footwear product purchased from Leather Lab official website or retail stores will enjoy free one-time size exchange service, customer must submit request within 30 days after receiving the product.
   * This service provides to Hong Kong / Macau / Taiwan / China only
   
   

2. Product defect or wrong product - If the products being delivered has defect from production, damage during course of delivery or wrong item sent, free exchange will be provided, customer must raise request within 14 days after receiving the products.

* We will proceed your request based on the receipt of all information. If request is made after 14 days (for product defect or wrong item) or 30 days (for size exchange) of receipt, or insufficient information is provided during these specific timeline, we reserve the right not to process your request.

Exchange methods:

1. Customers can WhatsApp our customer service or email us at info@leatherlabshoes.com. Please include your order number, email / phone number, product photos or videos, and stating reason for exchange, we will assist you with the entire exchange process. Lack of information or incorrect information may cause delay in processing exchange.
   
2. Customers can fill out the "Exchange Service Form" included in the shoebox and select below channels for exchanging product:
   

   - Exchange at store: Please bring along your receipt, exchange form, and the product to our store.
   

   - Exchange via SF Express: Arrange to ship the product back to Leather Lab office by SF Express. Please include the receipt and exchange form inside the original package.

   Shipping address:
   Leather Lab, Unit B4A, 9/F, Block B, Hong Kong Industrial Centre, 489-491 Castle Peak Road, Kowloon, Hong Kong.
   

3. Customers can fill out the online exchange form, after we have received the form we will contact you to assist with the entire exchange process.

Exchange procedure:

- Before sending the product to us, please ensure the exchanged product must fulfil below condition for exchange:
   i. The product must be in a resalable condition.
   ii. The product must remain in its original packaging.
   iii. No sign of use, wear and tear or intentional damage.

- After we have received your product, we will conduct a final inspection to ensure that it is in a resalable condition. If the product does not pass our inspection upon receipt, we will send the product back to you and you will need to bear the shipping cost.

- In the case of size exchange, customer is responsible for the return shipping costs, Leather Lab will pay for the shipping cost for the new product send to you. If customer does not pay for the return shipping to Leather Lab office, we reserve the right to charge you for this cost or reject the returned item.

- In the case of product defect or wrong item, customer will pay for the shipping cost in advance, after we have inspected that the fault is on us, we will reimburse the shipping cost back to you and pay the shipping cost for the new product send to you.

- We will check whether we have existing stock for exchange. If the product is out of stock, we will request to made-to-order on the next business day after we have received the exchange item. This process will take 14-21 business days (excluding Sat, Sun, and public holidays) to handcraft and process.

 Important Notes:

• Exchange service only applicable to footwear products.
• We do not provide any exchange for different color or model due to personal preference.
• Products purchased from distributors or Sample Sales events are not eligible for exchange service.
• In the event of any disputes regarding exchange, Leather Lab reserves the right of final decision.