Refund Policy
Fookmore is committed to providing every customer with a worry-free, enjoyable shopping experience. If you are not satisfied with your purchase, you may request a return or exchange under the following terms.
1. Return / exchange window
- Requests must be made within 30 days of receiving the item.
- Late requests cannot be accepted.
2. Conditions
Items submitted for return or exchange must meet all of the following:
- Items must be unworn, unwashed, unaltered and in brand-new condition
- Items must be returned with the original box, tags, accessories and packaging intact
- The shoe box must not be used as the outer shipping carton — please pack it in a separate box, otherwise the return may not qualify
- A valid order number or proof of purchase must be provided
3. Items not eligible for return / exchange
We reserve the right to refuse returns or exchanges in the following cases:
- Items that have been worn, damaged, washed or self-altered
- Items with missing or damaged packaging, accessories or tags
- Defects caused by misuse, improper handling or poor care
- Requests made beyond the 30-day window
4. How to return or exchange
- Within 30 days, email with the following:
- Order number
- Reason for return or exchange (for exchanges, specify the size or style you want)
- Photos of the item's condition (if applicable)
- Once we confirm your request, we will reply with return instructions and the return address.
- After receiving and inspecting the returned item, we will issue a refund or send the exchange item within 7 to 14 working days.
5. Return shipping cost
- Within Hong Kong: free returns provided.
- Outside Hong Kong: returns and exchanges are not currently offered.
6. Refund method
- Refunds are issued via the original payment method to the original account.
- Credit-card refund timing depends on your issuing bank, typically 7 to 14 working days.
- Original shipping fees (if any were charged) are non-refundable.
7. Exchanges
- Exchanges are limited to a different size or colour of the same product, subject to stock availability.
- If the requested item is out of stock, we will contact you to arrange a refund or alternative.
- Each order is eligible for an exchange once.
8. Defective or wrong items
If you receive a defective item or one that does not match your order, email within 7 days of receipt with your order number and photos. We will arrange a free replacement or full refund, with shipping covered by us.
9. Contact us
If you have any questions about this Return Policy, please email:
Last updated: 25 April 2026