Frequently Asked Questions

Frequently Asked Questions

About Products

All the questions about products are here, if can not find the answer,Please contact us.

All the shoes are handmade from best handicraftsman in china

If you can not find the size you need, It means we do not have stock or no more make them.

All the styles have size US9,US9.5,US10,US10.5,US11 are in this link:

The size for choice in the pages are US size. We use china size,But we have Translate into US size and EU size, UK size,just go to "how to choose the right size?" page:

They are U.S. dollars.

All Our Shoes Are Made Of Genuine Leather, Such As Cowhide, Sheepskin,Calfskin, Horse Leather,Pigskin.

Thanks for the gift of nature.So we are very Cherish materials, try our best to make every shoes well and don't waste leather

"Handmade" is a broad term. Our goodyear belted shoes are pure handmade, from Leather cutting to sole stitching. About other styles, the upper and inner are all handmade, the difference between pure handmade and half handmade is in the sole stitching process, some are handstitched, some used machine to achieve more special functions.

Shipping and Tracking

All the questions about shipping and tracking are here, if can not find the answer,Please contact us.

We are Free Shipping

A. Normally:
For styles are in stock, They will be ship within 48 hours.
For styles need to make, They will be ship within 7 days.
Once we find that we have no materials to make will send email to you.Please pay attention to your email left.
B. Busy Seasons:
May need more time, But we will try our best to ship out as soon as possible.
Handmade is not easy and we are doing it with our heart.
We ship from china ,about 5-15 days to all over the world.

On very rare occasions, an order does not arrive as planned. We ask that you use your tracking number to track your package on the USPS website before calling or emailing to ensure that there is an error.
Log into your mosente account, click on the order you wish to track and the tracking number will be provided. If you do not have an account, please check the shipping email mosente send to you .If you have attempted to track your order in USPS and there is a problem with the shipment, please contact USPS. Once a package leaves our facility, we are unable to discuss the shipment with USPS as per their rules.
If a package is missing, you will need to submit a ticket to USPS and send that ticket to us. We are happy to replace missing orders, however all requests must be submitted in a timely manner, within 30 days of the day of purchase.

The Logistics provider will Compensate the shoes if 60 days can not receive.
We will follow-up you order and assist you.

Returns and exchanges

All the questions about returns and exchanges are here, if can not find the answer,Please contact us.

A. Change shoe size
Please check our size chart carefully before you place your order. You can exchange the size or style within 7 days from the time you receive our shipment, but please note that you will incur the cost of returning any shoes to us. We will cover the charge to ship out the replacement pair as long as the shoes are returned in the condition they were sent out.
B. Refund
For any reason you are not satisfied with our products, you can return the items within 7 days from the receipt date for replacement or refund (not including shipping costs). All returned products must be in an unused condition.

Once we receive the return, we will refund your order as soon as possible.
Please contact us to get the return address.
Refunds and Exchanges Email: [email protected]

We will only ship to the address you give us.  Please make sure the shipping address you input during checkout is correct and complete, we are not responsible for any wrong or undeliverable addresses. If your package return because of Insufficient address or wrong address, we can not refund you, because we paid twice shipping fee, It is more than the shoes.

Customer must pay shipping cost as a result of their own error (ex: wrong size, do not like). will pay any return shipping cost if the return is a result of our error.

Shoes are very special products, They have many colors, sizes and styles. And foot is different from each other. We hope customers choose the style and size carefully. If not, we will have so many returns and exchanges which will defeat us.

We are a shoes studio from China specializing in handmade leather shoes for women. The profit of handmade shoes is very small. And choosing the right shoe size is also not an easy task for customers. We have already covered the shipping cost for the delivery of the shoes. We are free shipping for exchange size too. For the long-term development of the studio and the website, the return and exchange policy we have formulated clarifies that Customers pay return shipping cost as a result of their own error (ex: wrong size, do not like). We will refund any return shipping cost if the return is a result of our error.

We are currently looking for a local warehouse in the US to enhance our return and exchange service. Please give us time because this is not an easy thing.

Hope to get your understanding!

Normally return from US, Canada and Australia to China is About $28 by Post Service for one pair of shoes. Sometimes they are more than $28, Please make sure with your local office.

Please note that we are unable to get the return label for our customers from Website Background Management System now. So all the returning need our customers to contact local logistics office(such as USPS, Canada post, Australia post ...) to ship back. We will keep tracking all the return packages.

How we wish we can offer more convenient return and exchange service to our customers! Our team is working with usps and looking forward to offer return label function on our Brand site soon.

We are Chinese craftsmen, All the shoes ship from China studio and return to China studio. We are trying to offer returning to warehouses in the United States services When our orders reach a certain quantity. Please kindly give us a little time to reach the quantity.