Return and Exchange Policy

Return and Exchange Instructions

  • Our store generally does not accept returns or refunds without reason.
  • If there are any quality problems, wrong goods or missing goods, customers can contact VIBRAM customer service team to apply for return, exchange or refund.
  • If the customer finds that the size is not suitable after purchase, they can contact VIBRAM customer service team to request a replacement.
  • Each order can only be exchanged for another size of the same style and color once, and the exchange request is based on stock.
  • Please make a refund or exchange request via WhatsApp or email within 7 days from the date of receipt (based on the date of courier signing).
  • If the returned goods do not meet the return conditions (please refer to "No refund or exchange" below), VIBRAM will have the right to refuse your return or exchange request. VIBRAM will contact you and return the relevant goods to you, and all costs incurred will be borne by you.
  • Returns and exchanges are only available at VIBRAM designated stores or partner locations.

Refund Process

1. Request a refund

  • Apply for a refund via Whatsapp or email within 7 days from the date of receipt (based on the date of express delivery). The message must include your order number, the shoe size and dimensions of the item to be returned.

2. Approval results

  • VIBRAM will review your refund request and respond via WhatsApp or email within 5 working days after receiving your refund request. If your refund request is confirmed, VIBRAM will provide a refund application number and a list of designated stores or partner locations.

3. Choose a designated store or partner

  • Within 3 days after VIBRAM issues the return application number, you must reply to the store you choose to return via WhatsApp or email. Once we receive your confirmation, we will inform the relevant store of your return arrangements. After the period, VIBRAM will send you a return notification via WhatsApp or email.

4. Returns to stores or partner outlets

  • Please return the product to the designated store or cooperative point within 3 days after VIBRAM issues the return notice. If the return is not made within the deadline, the return application will be automatically cancelled.

5. Arrange refund

  • VIBRAM will arrange a refund within 5 working days after receiving your returned product and confirming that it meets the return conditions. The refund amount will be returned to the credit card or payment platform of your original order. The actual refund arrival time will depend on different banks or payment platforms, and it is generally expected to be completed within about 10 to 15 working days.

Exchange process

1. Request a replacement

  • Request for exchange via WhatsApp or email within 7 days from the date of receipt (based on the date of receipt of the courier). The message must include your order number, the shoe size and shape of the item being returned, and the shoe size and shape of the new item being exchanged.

2. Approval results

  • VIBRAM will review your exchange request and respond via WhatsApp or email within 5 working days after receiving your exchange request. If your exchange request is confirmed, VIBRAM will provide an exchange request number and a list of designated stores or partner locations.

3. Choose a designated store or partner

  • Within 3 days after VIBRAM sends you the confirmation number for the exchange request, you must reply to the store you choose to exchange via WhatsApp or email. Once we receive your confirmation, we will inform the relevant store of your exchange arrangement. After the expiration date, VIBRAM will send you a replacement notification via WhatsApp or email.

4. Returns to stores or partner outlets

  • Please make sure to exchange the product at the designated store or partner within 3 days after VIBRAM issues the exchange notice. If the exchange is not completed within the specified time limit, the exchange request will be automatically cancelled.

Designated stores or partner locations:

1. VIBRAM Causeway Bay Store

6/F, SOGO, 555 Hennessy Road, Causeway Bay

2. VIBRAM Tsim Sha Tsui Cooperation Point

Artisan Shoe Repair & Key Duplication Service Centre (Tsim Sha Tsui MTR Station Branch)

3. VIBRAM Lai Chi Kok Cooperation Point

Artisan Shoe Repair & Key Duplication Service Centre (Lai Chi Kok MTR Station Branch)

No refund or exchange possible

If the returned product does not meet the following return conditions:

  • The goods are in their original condition (the goods are intact, unused, unwashed or undamaged; there are no stains or smears on the goods) and are not suitable for secondary sale.
  • The outer packaging of the product is intact (for example, the shoe box is intact and not damaged or stained; please do not stick any tape or labels directly on the shoe box of the product). Please pack the returned item in a complete, non-transparent bag or box and fill in the exchange request number on the parcel delivery note.
  • All related accessories of the goods (such as dust bags, tags or other accessories included in some goods) must be returned together.
  • Any additional gifts (e.g. free gifts with purchase) included in the item/package must be returned as well. The gift must be in the same condition as when it was received. If the gift cannot be returned, VIBRAM reserves the right to require you to pay the gift price indicated on this website.

VIBRAM will not be able to assist with refunds or exchanges in the following circumstances:

  • Items purchased under certain discounts or promotions that specifically state that they cannot be refunded or exchanged
  • Lost the electronic confirmation or order number issued when purchasing
  • Orders that exceed the refund or exchange period
  • Improper use of the product, including but not limited to contact with chemicals, gasoline, paint, detergents, solvents, cooking oils, overheating, soaking in water, etc.
  • The product is derailed or cracked due to scratches from external hard objects or internal wear and tear.
  • Damage to goods due to improper washing
  • Used goods, damaged or deformed goods
  • Non-VIBRAM products
  • Products not sold on this VIBRAM Hong Kong official website

Precautions

  • When choosing your size, please refer to the size chart on this website and select the size that is right for you. The VIBRAM customer service team can only provide suggestions and cannot be used as the basis for your final purchasing decision. The size specifications of the goods should be based on the actual goods.
  • If you suspect the product has any quality issues, please contact us. Quality issues will be verified and the final decision will be made by VIBRAM's after-sales team.
  • You can only refund or exchange items purchased on this website. You cannot refund or exchange items purchased on this website at VIBRAM offline stores and vice versa.

Contact Us:

In case of any disputes, HUNG TAT HONG GROUP LIMITED reserves the right of final decision. In case of any discrepancy between the English and Chinese versions of the Terms and Conditions, the Chinese version shall prevail.