Cancellations & Refund policy

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We stand behind the quality of our products and guarantee our workmanship 100%. Any defects or errors on our part will result in a replacement at no charge. We typically do not accept returns due to user error such as incorrect selection of sizes, designs, colors, etc.

Cancellation

The cancellation request must be send to us by email within 24 hours from the time of ordering. Please give us all information as below:

  • Order No
  • The time of order
  • Name of product
  • Amount
  • Reason

After receiving the request, we will review and please note we only accept the cancellation requests which have full information, on time as required and reasonable reason. Others is not accepted.

However, in the unlikely event of the item is unavailable, we will inform about this situation by email. In such an event we will have 2 options.

  • The 1st: customer can cancel the order and we will process a refund in accordance with our refund policy. The cancellation request must be send back to us by email within 3 days from the day of information
  • The 2nd : We give you a coupon as a gift. The coupon is about 110%-115% of the value of the order purchased. You can use this coupon to buy any products from our store. Please note this coupon only used for one purchase by the mail you ordered before

Faulty items

It is our aim that every item arrives in great condition and we hope you’re always thrilled with your purchase. If you receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on site, please advise us of this case as soon as possible. Please send an email to support@groundtribes.com with some photos and videos of the item you received along with detail shots you wish to include within 3 days after the item has been delivered. We will use this information to look into a replacement and prevent future errors. Our customer service team will review your claim. 

We only review the requests which have full information and on time as required. Others is not accepted

If your claim is approved, we will have 2 options:

  • The 1st: Customer can cancel the order. After that, please return the item. Please allow 3-5 business days after your return is received for a refund to appear.
  • The 2nd: We will provide with a replacement free of charge. Please allow 3-5 business days after your return is received for a replacement to appear.

Please note: Your returned item must arrive at our warehouse no later than 14 days after the day of our approval by email. We are pleased to offer free returns for our customers. Please update Tracking No and receipt of shipping fee by email. We will refund this fee as well as your order including shipping fee (if any) for 1st

Exchange

In case of customer would like to exchange of the item as their need. We are pleased to consider the exchange of the item for our customers. If your claim is approved, the first, please return the item. After that, allow 3-5 business days after your return is received for an exchange to appear if the item is available. In case of the item is not available, please wait about 7-14 business working days for an exchange to appear.

Please note:

Returned items must comply with our returns policy:

  • Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging included.
  • Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.
  • When trying on footwear, please take care not to mark the soles or damage the shoe box.
  • If an item has our security tag or brand tag attached, it must be returned with the tag in its original position.

Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.

  • Your returned item must arrive at our warehouse no later than 14 days after the day of our approval by email
  • Customer must be paid return fee as well as the shipping cost for exchange is about $20. The shipment only shipped after receiving the payment’s evidence by email

Transaction Fee

In case of Faulty items, when we process your refund, transaction fee will be paid by us. Others are paid by customer.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@groundtribes.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
If your claim is approved, we will provide you with a return address.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Reject the item

Refund is not accepted in case the customer refuses to receive the item when the shipment was processed and shipped to the shipping address according to our policy.

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