Refund and Returns Policy
Last updated: September 10, 2026
1. Scope
This policy applies to all wholesale, sample, and dropshipping orders placed with Top Shoe Vendor. Because we sell to businesses for resale, these terms differ from consumer retail return policies.
2. Report window
You must report any problem within 7 days of delivery, confirmed by the carrier’s tracking record. Reports received after this window cannot be accepted, because we cannot verify how the goods were stored or handled after delivery.
3. Quality problems
If goods arrive damaged, defective, or materially different from the approved sample or specification, we will, at our option:
- Replace the affected items in your next shipment, or
- Issue a refund for the affected items, or
- Issue a credit against your next order
To open a claim, send us within the 7-day window:
- Your order number
- Photos of the affected items, taken in clear light
- A short video showing the defect
- The exact quantity affected out of the total received
Claims without photo or video evidence cannot be assessed.
Where the fault is ours, we cover the cost of shipping replacements. The original goods may need to be returned to us before a refund is issued; the return address is in China and we will confirm it in writing for each claim.
4. What is not covered
- Change of mind after the goods have shipped. Wholesale orders are produced or picked against your order, so we cannot accept returns for unsold stock.
- Custom and OEM orders, once production has started, including custom colours, private labels, custom packaging, and custom sizing.
- Sizing within the stated tolerance. Footwear measurements may vary up to 0.5 cm per size and 5% per order.
- Colour variation between production batches. Dye lots vary. We match the approved sample as closely as production allows, but exact colour matching across separate production runs cannot be guaranteed.
- Material and texture variation normal in leather and synthetic upper materials.
- Damage caused after delivery, including damage caused by your own storage, transport, or handling.
- Sample and sample set purchases. Sample fees are not refunded in cash — see section 6.
5. Wrong item or short shipment
If we shipped the wrong style, colour, or size, or short-shipped your order, we will correct it at our cost. Report it within the same 7-day window, with photos of the carton label, the packing list, and the contents received.
6. Sample fee credit
Samples are charged as a service, not as a product sale, and sample fees are not refundable in cash.
Instead, your sample fee is recorded as a credit against your account and is fully deducted from your first bulk order of 200 pairs or more, provided the order is placed with the same email address used for the sample order. The credit is applied automatically at checkout and is shown as a separate line on your invoice.
7. Dropshipping orders
Dropshipping orders are checked before dispatch. If a parcel is lost or arrives damaged in transit, report it within 7 days with photos and the carrier’s record, and we will replace the item or refund it. We do not offer returns for end customers who change their mind. Our neutral packaging policy, and the limits of our liability for returns, are set out in our Dropshipping terms on the About page.
8. How refunds are made
Refunds are made to the original payment method where possible. Where the original method cannot be used, and where both parties agree in writing, we will refund by bank transfer. Bank charges and currency conversion differences are not refundable. Refunds are processed within 10 business days of approval.
9. Applying a credit to a bulk order
Credits and sample fee deductions are applied to the invoice total, not paid out as cash. Unused credit remains on your account and can be applied to a later order.
10. Contact
Start every claim by emailing shaoleslie888@outlook.com or messaging us on WhatsApp at +86 136 2277 7479, quoting your order number. Claims are handled in the order received.