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 upon product receive. As long as they’re unworn, unwashed, and undamaged, we will provide 7 day money back guarantee with no questions asked. To return the product, please sign in to your account from we-are.com and choose "return product."

Exchanges

Exchange due to product defect:
You can exchange 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 exchange the product within 7 days, with your shipping costs reimbursed. If after 7 days, you decide to return or exchange your product, we will be unable to reimburse your shipping costs.

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
  • Wire transfer
    Coming soon:
  • WeChat pay
  • Alipay
  • Credit card payment (only support UnionPay)

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. Do you ship internationally?

weAre currently supports shipping within China, excluding Hong Kong, Macau, and Taiwan. Customers residing in remote areas will need to pay for additional shipping cost. Please contact our customer service to find out the exact amount.

5. 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.

6. 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.

7. What currency do you accept?

Prices for all of our items are listed in Chinese Yen, no matter where in the world you’re accessing the site from.

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 email to a waitlist from the product page. If the item is out of stock and you don’t see a “Waitlist” option, we  probably won’t be immediately restocking that item.

Send us a message:
support@weAre.com f 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. Directly add the product to cart and choose “Checkout without login,” then complete the shipping information and payment process. You will become an official weAre member once your order is confirmed.

* Please provide your authentic personal information. If we find personal information for your order 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, and

Suede / Chamois Leather

Synthetic Leather

Fabric / Cloth

weAre the future is made for the modern city women.

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