Complaints and Returns Policy

At Miss Fate Shoes, we believe in providing our customers with the best possible experience. Our shoes are designed to help you shine, and if something goes wrong, we’re here to make it right! Here’s everything you need to know about our complaints and returns process.

1. Warranty Period

We offer a 6-month warranty on our shoes, recognizing that they face extreme usage conditions. Here’s a quick rundown of what qualifies for a complaint:

Eligible for Complaints:

  • Seams Splitting: Any tearing of the seams connecting different parts of the shoe.
  • Structural Collapse: Stiffened areas like the toe box or heel collapsing (not due to mechanical damage).
  • Weak Lace Holes: Insufficiently reinforced eyelets causing damage around the shoelace holes.
  • Color Transfer: Staining from the inner lining or insole onto socks or feet.
  • Heel Separation: An unexpected detachment of the heel.
  • Platform Damage: The platform separating or cracking.
  • Asymmetry: A noticeable difference in height between the left and right shoe.

Not Eligible for Complaints:

  • Wearable Components: Replaceable parts (e.g., heel caps) that naturally wear out.
  • Sole Detachment Due to Friction: Normal wear and tear, which can be repaired by a cobbler.
  • Worn-Out Soles: Scuffed or worn-down soles from extended use.
  • Mechanical Damages: Scratches or scuffs from external impacts.
  • Poor Fit: Issues due to foot shape or size.
  • Broken Accessories: Damage to decorations, zippers, or other embellishments.
  • Natural Wear: Normal aging of shoes (fading or scuffing).
  • Improper Maintenance: Damage from lack of care, like water exposure.
  • Excessive Moisture or Sweat: Shoes stained by extreme foot sweating or water exposure.
  • Improper Cleaning: Damage from unsuitable cleaning agents or machine washing.
  • Staining from External Factors: Stains caused by environmental conditions.

If your sole detaches within the first month, we’ll repair your shoe or cover cobbler costs with a receipt.

2. How to File a Complaint

If you believe your product is defective or not conforming to the contract, please contact us to file a complaint:

  •  Email: hello@missfateshoes.com

Please specify the product and the issue you are experiencing, along with your desired resolution (replacement, repair, refund, etc.).

Once we accept your complaint, you’ll need to send the defective product to:

Miss Fate Schoes

ul. Sosnowa 16
32-310 Klucze
Poland
Phone: +48 723 496 445

3. Complaint Resolution

If your complaint is upheld, we’ll first try to repair the shoes. If that’s not feasible, we’ll offer a replacement. If neither is possible, we’ll refund you within 14 days of resolving your complaint or provide a store voucher for the equivalent amount.

4. Complaint Processing Time

We aim to process complaints within 14 days of receiving the defective product.

Faults: What to Do?

Every Miss Fate shoe is handmade and carefully quality checked. Sometimes, a fault may slip through. We want to clarify what constitutes a fault:

Major Faults

A major fault significantly impacts the shoe's wearability. Examples include:

  • A zipper that won’t close
  • A platform separating from the upper (except after heavy use)
  • An uncomfortably sewn insole
  • Receiving the wrong style or size

If your shoes arrive damaged or you notice a fault within the first wear, please contact us immediately for a resolution.

Note: Damage from normal wear or reported more than 3 months after purchase cannot be considered for refunds or exchanges. However, we encourage you to reach out—we understand exceptions may arise. Please include pictures of the concern.

Minor Faults

A minor fault is a small imperfection that doesn’t affect functionality, such as:

  • Small scuffs or scratches
  • Loose stitching (that doesn’t impact structure)
  • Loose or missing heel tips (we can send spares)

Glue Marks

Our shoes are handmade, and minor imperfections like glue marks can occur. These marks are typically removable with nail varnish remover. Apply a small amount to a cotton ball and gently rub the mark away.

If you're uncomfortable doing this or have purchased a velvet or suede pair, reach out—we're here to help!

Missing Heel Tips

If your shoes arrive with a improperly inserted heel tip, don’t worry! You can simply knock it back into place.

For minor cosmetic faults, please contact us. We will discuss potential solutions, but full refunds or exchanges for minor faults are not offered.

What’s Not Considered a Fault?

Some issues are not deemed faults:

  • Problems from improper use or care
  • Normal wear and tear
  • Accidental damage

Damage due to normal wear or misuse cannot be refunded or exchanged.

If you have further questions about major or minor faults, please don’t hesitate to reach out. We are dedicated to ensuring our customers have the best experience possible and will strive to resolve any issues you may face.

Thank you for choosing Miss Fate Shoes! Your satisfaction is our priority, and we appreciate your support. If you have any other questions or concerns, feel free to contact us!