FAQs

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6. Can you keep the information I provide on your site safe?

Yes. Sorbernstore is a formally registered business and we promise to keep all customers’ privacy safe, including phone numbers, emails, shopping records etc. We will not give any customer’s private information to any third-party person/organization. For more details about privacy policy, welcome to our privacy page.


7. Will the refund be sent to my new Paypal account if I’ve changed my account?

If the PayPal account with which you paid your order is no longer available, please contact the PayPal customer service to reopen it. And then send an email message to mafang521926@163.com with your order number for a refund. Sorbernstore will return the money to your old PayPal account within 3 business days.


8. How could I know the shipping tracking information?

The tracking information usually updates after 2-3 business days. If you want to know the shipping tracking detail, contact us and ask for a shipping tracking code and you’ll see the tracking information on the website of the shipping company.


FAQS ABOUT CUSTOM SHOES


1. What’s the custom process like? / What Should I do if customizing shoes on your site?

For the specific custom procedure, welcome to Custom Shoe Page to know more.


2. Could you let me know the prices for the shoes?

The price of a pair of custom shoes is made up of the selling price of the shoes you want to customize and the customization fee. The selling price can be seen on the product page, and customization fee may vary by different needs. For example, the fee is totally different between changing out-sole color and elongating a heel to 7 cm from 5 cm.


3. How can I pay?

For custom shoes, you should pay the original shoes (shoes to be customized) and extra customization fee respectively, and the customization fee order should be placed on our special customization fee page.


4. How long will it take to make a pair of custom shoes?

Oftentimes the processing period is about 20 days and shipping is 5-6 days. This is customized based on our regular styles (it will be easier and faster) and it may need more time if you send us your own style. Whatever we will try best.


5. About the refund and exchange?

  • The screen with different models may result in color difference and you can take picture to us for sure. We do not take the responsibility for color difference.
  • Customization item only accept 30% refund without return or free exchange with shipping cost.