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Returns & Exchanges

About Return Center Address

In order to better deal with your after-sales problems, contact a Customer Service Specialist within 14 days. We will give priority to the nearest return center based on your location, you can return the items back to the return address that our customer service provided. Once we receive the return parcel in our return center we will inspect it for quality and any damage. Once the returned items pass through our inspection and quality check, we will issue a refund or arrange the exchange.

For a list of exceptions to our Standard Return policies, please read our Return Policy.

Return And Replacement:

  1. We only accept 14 days return when you receive the package. When you receive the package and found that the shoes have a quality problem, please provide us the clear photos or videos.
  2. Please try the shoes on the carpeted surface. Once shoes are worn outdoor on concrete, the bottom sole is scraped and is not returnable.
  3. Shoes should be returned in original condition without any creases on the upper or marks on the out-soles or other scratches, along with shoe bags & boxes. The price of missing spares would be deducted from the refund.
  4. To avoid a restocking fee, all packaging must be returned with the shoes.
  5. All Gift Cards or bonus items attached to the purchased products, or all elements of any bundled items, must also be returned with the original purchase. If not, the value of any such unreturned Gift Card, bonus or bundled item, or utilized portion of any Gift Card will be deducted from any refund.
  6. Kosen is not responsible for the return shipping costs for returns based on personal preference or non-quality-related issues.
  7. If the product is returned for customer reasons (including non-satisfaction, do not like, size issue, change of mind), the customer is responsible for the return shipping fee.  For non-customer-related returns within 14 days, Kosen is responsible for the shipping fee.
  8. Customers must contact us before returning an item. Returned items without Return Merchandise Authorization (RMA) will not be accepted.

Non-Returnable Items

We will not accept returns in the following conditions:

  1. Items outside the 14 days warranty time frame.
  2. Washed, worn, used, or misused items.
  3. ON-SALE Shoes and Bespoke orders are non-refundable, items under the following categories: “High-end Boutique shoes “, “Buy 1 get 1 free”, “special offer” or “big deals” and any customized shoes made according to your special request are not allowed to be returned for a non-quality problem.

Missing Item(S), Wrong Item(S) Or Incorrect Package Sent

Before returning, please make sure the package is in good condition and confirm the contents. For any issues, please contact us and follow our warranty process:

  1. Provide your order number and the product code (Model number).
  2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received. Possible Solutions after the problem is confirmed by Kosen: If there is an item missing, we will resend the missing item/accessory for free within the warranty period. If we have shipped the wrong item, we will either refund you in full or dispatch an alternative item (if applicable and available). Kosen will decide whether you need to return the wrong product or not and reimburse you for the return shipping fee when we receive it.

Exchange And Refund (Money Back Guarantee)

  1. All returns will be checked by our after-sales team upon arrival. Items must be in their original condition, all the original boxes must be intact and included, along with all packaging materials, manuals, accessories.
  2. For exchanges, the processing time for the exchanged item will be between 3-6 business days upon receiving your item back and depending on stock availability.
  3. For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After we process your refund, the time it takes to show in your account depends on the payment method (usually, Paypal takes 3-5 days, credit card or debit card takes 7-14 days).
  4. Please note that in order to prevent fraud, abuse, or unusual use of the Returns Policy, may refuse to accept items returned for Change of Mind reasons. Will do so if we consider an excessive number of Change of Mind returns have been made by you or if we otherwise reasonably believe that you are overusing or abusing our Change of Mind Returns Policy. Once an exchange is issued, refunds are no longer accepted.
  5. The money-back-guarantee doesn’t cover volume/wholesale and customized orders.
  6. By default, the refund amount cannot exceed the original order amount paid to Kosen.

Kosen is not responsible for and has no knowledge about any bank fees or exchange rate charges that may occur. These fees are processed by the issuing bank and will not be refunded by Kosen.

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