FREQUENTLY ASKED QUESTIONS

Section1

Product Information

1.Do you have a size guide?

Yes. Each product page includes a detailed size chart, and you can also find our Size Guide in the website header and footer. We recommend checking the guide before placing your order to help find your best fit.

2.What materials are your shoes made of?

Our shoes are crafted from carefully selected genuine leathers, including top-grain cowhide, sheepskin, suede, pony hair, and other premium materials depending on the design. Please refer to each product page for specific material details.

3.Are your shoes really handcrafted?

Yes. Each pair is handcrafted by experienced artisans. The uppers and linings are made with careful hand-finishing, while some soles are handcrafted and others require specialized machine techniques for durability and structure.

4.Where are the shoes made?

Our studio and workshop are located in Chengdu, China, where our shoes are handcrafted by experienced artisans with attention to detail, comfort, and quality.

5.The new shoes I received have a smell, is this okay?

Yes, this is normal. Genuine leather may have a natural scent when first unpacked, especially after being sealed during shipping. The scent usually fades after a few days in a well-ventilated space.

6.How do I filter for sale items? For example, I want to view all sandals that are currently on sale.

To view sale items, select a category such as “Sandals” from the menu. On the collection page, click “Filter” in the top left corner, then choose “On Sale” and select “Yes” to see all available discounted styles in that category.

7.What currency are the products priced in?

All prices on our website are displayed in USD.

8.Are the products taxed? 

We ship orders under Delivery Duty Unpaid (DDU) terms. This means that VAT, import duties, and local taxes are not collected at checkout and may be charged by your local customs authority when your package arrives.

In most cases, our shoes are delivered directly to your doorstep without additional charges. However, if any import duties, VAT, or taxes apply in your country or region, these fees are the responsibility of the buyer.

Section2

Shipping&Delivery  

1.How long will it take to receive my order?

Most orders arrive within 5–15 business days (approximately 7–19 calendar days).

For in-stock items, delivery may be faster. If an item is temporarily out of stock, requires custom sizing, or involves more intricate craftsmanship, additional production time may be needed before shipment.

We appreciate your patience and will always do our best to dispatch your order as quickly as possible.

2.What is the shipping cost?

We offer free worldwide shipping on all orders.

3.How do I track my order?

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.

You can track your package at any time using the following page:

https://isyouibeauty.com/pages/track-your-order

4.My tracking number isn't working.

Tracking information typically becomes available within 3–5 business days after your order has been shipped.

During peak shopping periods or due to customs processing, tracking updates may occasionally take a little longer to appear. If your tracking information has not updated after several days, please feel free to contact us for assistance.

5.Can I send my order to a different delivery address? 

Yes. You may ship your order to an address different from your billing address, making it easy to send gifts directly to family or friends.

6.I've already placed my order, but I need to change the shipping address. What should I do?

If you need to update your shipping address, please contact us as soon as possible before your order is shipped.

Once an order has entered transit, we are unfortunately unable to change the delivery address. Address updates requested before shipment will be processed at no additional cost.

7.Why do I need to provide a contact number when ordering online?

Your privacy is important to us. Any contact information you provide is kept secure and confidential.

We request a phone number at checkout so that shipping carriers can contact you if necessary and to help ensure successful delivery of your order.

8.What should I do if my package is lost?

If your package appears to be lost, please contact us as soon as possible.

In the rare event that a package has not been delivered within 60 days of shipment, we will work directly with the shipping carrier to investigate the issue and help arrange a suitable resolution.

 

Section3

Return&Exchange 

1.How to return or exchange items?

For detailed information about returns and exchanges, please refer to our Return Policy page:

https://isyouibeauty.com/pages/return-policy

If you have any questions about your return or exchange request, please feel free to contact our customer support team.

2.Who is responsible for return shipping costs?

Customers are responsible for the cost of returning items to us unless the return is due to a defective, damaged, or incorrect item.

Return shipping costs vary by country and carrier. For the most accurate pricing information, please contact your local postal service or preferred shipping provider.

3.Do you provide return labels?

At this time, we are unable to provide prepaid return labels.

Customers are responsible for arranging their own return shipment through a local postal service or courier. We recommend using a trackable shipping method and retaining proof of shipment until your return has been received and processed.

 

Section4

General Enquiries

 1.What payment methods do you accept?

At Isyou Ibeauty, we currently accept the following payment methods:

• Credit Cards (Visa, Mastercard, American Express, etc.)
• PayPal
• Apple Pay
• Google Pay

All available payment options will be displayed at checkout.

2.Are my payment details secure?

Yes. All payments are processed through secure, encrypted payment providers.

We do not store or have access to your credit card information. Your payment details are handled directly by trusted payment processors and are used solely to complete your transaction securely.

3.What are the benefits of creating an account?

Creating an account allows you to:

• Check out more quickly
• View your order status and order history
• Save and manage multiple shipping addresses
• Update your account information and password
• Receive updates about new arrivals, special offers, and exclusive promotions

You can also place an order as a guest if you prefer.

4.How can I view my order status and order history?

Simply log in to your account and visit the "My Account" page to view your current order status, order history, and account details.

5.My discount code isn't working. What should I do?

Please ensure that the discount code has been entered correctly and that it has not expired.

If you're still experiencing issues, please contact our customer support team at [service@isyouibeauty.com](mailto:service@isyouibeauty.com) and we'll be happy to assist you.

6.I can't find the answer to my question.

If you can't find the information you're looking for, please contact our customer support team at [service@isyouibeauty.com](mailto:service@isyouibeauty.com). We typically respond within 24 business hours.