weAre Support

Frequently Asked Questions

How can we help?


Returns, Exchange, and Repair

weAre supports product return, exchange, and repair warranty to provide you with the best experience after purchase. Please refer to the following for more details.

Returns

7-day money back guarantee

weAre purchases may be returned within 7 days from the date you received the product. As long as the product is unworn, unwashed, and undamaged, we will provide a 7 day money back guarantee with no questions asked. To return the product, please email us at support@we-are.com

Please note that the product and other components that came with the product, must be included in your return.

Exchanges

Exchange due to product defect:
You can return the product if you notice signs of damage, stain(s), or if a component fell off/fell apart. If your situation matches any of the above, you will need to front the cost for shipping, but we will happily reimburse you once the product has been received by our warehouse.

Exchange due to personal reasons/preferences:
The date you receive your product marks the starting date. If you don’t like the product, or want to change to another style or color, you can return the product within 7 days, and re-order a new pair of shoes, but the shipping costs of return will be covered by you. If after 7 days, you decide to return or exchange your product, the application will not be accepted.

Repair

For any of the shoes purchased from we-are.com, we ensure your product is under repair warranty for 2 months. If your shoes fall apart or you encounter product defects within 2 months after purchase, please contact us for repair.

Note:
You need to have the shoe certificate in order to obtain repair warranty.

Product Return/Exchange Policy

    Our customer service team only handles products purchased from we-are.com, and is not responsible to handle products from offline retail shops or other 3rd party online channels. Products with the following scenarios are not eligible for return:
  • Washed, worn, or damaged by personal use
  • Lack of original product label, price tag, and packaging
  • Missing extra components (giveaway, free items)
  • Product damage due to misuse, torn, etc.
  • Cannot provide shoe certificate
  • Exceeds product return period
  • Product returned without contacting customer service

Product Return/Exchange Process

We will complete the product return or exchange process within 3 days upon receiving your returned package. If there are any questions, our customer service team will be in touch with you. Please refer to the following procedure for the standard operation process. If the operation time has exceeded the lead time, please contact customer service to receive status updates.

  1. Customer files product return request online
  2. Customer service verifies if the product is eligible for return
  3. Customer prints out product return/exchange form, pastes on the packaging plastic bag and ships to the address provided by customer service
  4. Shipping cost paid by customer if reason for return is personal/unrelated to product defects.

Please remember to include the product invoice/shipping form if you wish to return or exchange your product. If you lose this form, please use another sheet to specify order number, returned product (SKU#, quantity), reason for return/exchange, and send back the free giveaway/promotional items along with the package. Missing components or documents will delay the process.

Keep the shoebox in good condition, as the shoebox is part of the product. Please do not paste, hard press, or damage the box. If the box is damaged and cannot purposed for resale, we will take $20RMB as product cost. (If the box is damaged when you receive the package delivery, please provide photo to customer service as proof.)

Payment Method

    We support the following payment methods:
  • Paypal (Credit card payment)

Refund

We will proceed with payment refund after confirming the return. We will refund back to your original payment account.

Processing period for weAre is approximately 1-2 working days.

Debit card, credit card, mobile payment and other payment methods refund period might range from 1-15 working days, depending on the payment company. Please contact the company for actual processing period.

Orders & Shipping

1. How long should I expect to wait before my order ships?

All in-stock orders (both standard and expedited) are processed within 1-2 business days. You should receive the product in 3-7 working days after the order is confirmed.

Shipping duration might be extended during national holiday or special sales promotion (e.g. Cyber Monday, Black Friday, China 11/11 sales day). Please visit our website for update, or check with our customer service to get the latest status via online chat or email.

2. How do I change or cancel a placed order?

You can cancel your order by clicking “Cancel Order” on your My Orders page, before placing a new one. (Note that you can only do this if you have a weAre account.) If you don’t see the link, chances are that our warehouse is already packing up and processing your shipment, which means that it’s too late to cancel or change the order. We’ll try to accommodate you as best we can, otherwise.

3. Can I track my order?

For all shipped packages, we’ll send you the tracking number in an email (you can also find the info on your My Orders page). You can sign in to your account to check the package delivery status.

4. How are international orders shipped and how is shipping calculated?

Below are estimated delivery days for our international orders. You will be quoted specific delivery days at the time of checkout that is based on your selected destination country.

Destination Estimated Delivery Days Delivery Fee
Asia-Pacific Countries 6-10 Business Days USD $44
China (domestic) 3-7 Business Days USD $3
Hong Kong 3-5 Business Days USD $4.5
Japan 3-5 Business Days USD $18
United States 6-12 Business Days USD $35
Canada 6-14 Business Days USD $40
Mexico 5-12 Business Days USD $40
United Kingdom 5-12 Business Days USD $29
Europe 5-13 Business Days USD $29
Russian Federation 8-18 Business Days USD $32

5. How much does international shipping cost?

International shipping is calculated based on a number of factors, including the desired shipping speed, the number of items you are purchasing, the weight of the items, and the destination country. International shipping will be calculated and guaranteed during the Borderfree global checkout based on the items you are purchasing and your shipping destination.

6. How much duty and taxes are charged on international orders?

Duty (or customs tariffs) is set by the destination country customs authorities and is determined based on a combination of the country of origin (manufacturing) of the goods being purchased and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries that Border free supports. Value Added Tax (VAT) rates are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order during the Borderfree global checkout process.

7. Can you help me understand what a pre-order or backorder is? When will my order ship?

Sometimes we offer items for sale before they technically arrive in our warehouse. Pre-ordering these items means we’ll ship them out once they’re ready.

You’ll know if the item you’re purchasing is a pre-order item because it will say so on the product page, and at checkout. Once your order is placed, you can double-check when the item is estimated to restock (via the product page), and we’ll make sure you receive a shipping confirmation email once the item leaves our warehouse.

8. What’s my tracking number and where can I find it?

We’ll be sure to send you your package’s tracking number in a shipping confirmation email you’ll receive once your order leaves the warehouse. You’ll be able to find a link to the tracking information on the My Orders page.

9. What currency do you accept?

    We accept:
  • United States Dollar (USD)

Retail & Sizing

1. How do I know my size?

Please refer to our size chart page or use your usual shoe size to find your ideal fit.

We’ll provide you with individualized advice, based on your needs!

2. You’re out of my size. Now what?

Not to worry, we restock often! If we are planning to restock in your size, you’ll have the option of adding your items to a wishlist (Save for Later) from the product page.

Send us a message:
support@we-are.com if you’re interested in receiving recommendations for similar items.

Member FAQs

1. How do I become a member online?

  1. Simply click “Sign Up” in the upper right hand corner.
  2. Complete the required information and click "Create an Account". You will become an official weAre member.

* Please provide your authentic personal information. If we find personal information to be incorrect, we will temporarily cancel your membership. Please contact our online customer service to correct and restore your membership.

2. What if I changed my registered mobile number or cannot remember my member ID?

If you cannot remember your ID, please contact our online customer service and we will help you retrieve your login information.

If you’ve changed your mobile number, please login to your member account and update your phone number.

Shoe Care Tips

Genuine Smooth Leather

To remove dirt, use a leather cleaner made specifically for smooth leather or saddle soap. Shoe cleaners come in many forms (creams, gels, foam, etc.) and most come with some sort of applicator top, which will help remove dirt from the surface of the shoe. You can also use a soft shoe brush if your shoe cleaner doesn’t have an applicator top. Make sure to allow the shoes to dry after cleaning, before using a soft cotton cloth to shine.

Suede

Removing stains quickly is the key to protecting the appearance of suede. To remove stains, we’d recommend using a brush or cloth to brush away dry dirt/stains. For tougher stains, make a solution that is two parts water, and one part white vinegar. Use a clean cloth to gently wipe the shoe, and make sure the shoe is totally dry before wearing or storing away.

Synthetic Leather

Soak a sponge/cloth in warm water, and wipe down the surface from any dirt. Since synthetic leather is easier to clean than genuine leather, this method should fare well for daily cleaning and maintaining your shoe’s appearance. When dealing with tougher stains, combine unscented liquid soap or dish detergent with water and rub into surface. You may also use a bar of soap. If using soap, make sure to wipe away once you’re done with a clean cloth, and allow the shoes to dry before wearing or storing away.

Canvas

If the shoes are completely made of canvas, cotton, or fabric, you can keep them clean by filling a bucket with warm water, and making a lather of 1-2 tbsp (15-30 ml) of mild laundry detergent. Powdered detergent is fine, just make sure it’s mixed well with the water. Hold each shoe above the bucket and scrub, using a toothbrush or a sponge. Dip the shoes in the water, but avoid submerging completely. Once you’re done, rinse off with warm, clean water. An old towel will be useful to help remove any excess water, and stuff the shoes with paper to help them retain their shape. Leave the shoes to dry in a warm place (in the sun if possible) but avoid direct sources of heat, as it may affect the glue that keeps the shoe together.

Alternatively, you may put your shoes in the washing machine on gentle cycle. Pre-treat any tough stains with a sponge/toothbrush and detergent, prior to washing. Follow same steps for drying.

weAre the future is made for the modern city women.

ICP-16120172