FAQs
How to buy
How to choose the correct shoe size?
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Please choose the right US/UK size according to your foot length.
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Once you know your foot length, please refer to the ''Size Guide'' in the product details to determine the US/UK/EU size you should buy. The US/UK/EU sizes in our shoe ''Size Guide'' may differ from other shoe size charts, please refer to our ''Size Guide''.
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Please note that U.S. men's and women's shoe sizes correspond to different foot lengths. For example, the US men's shoe size 8 corresponds to a foot length of 25.5cm, while the US women's shoe size 8 corresponds to a foot length of 24cm. So when buying men's shoes, please refer to the shoe size guide ''US - Men's'', and when buying women's shoes, please refer to the shoe size guide ''US - Women's''.
Change order/Cancel order
How to change or cancel my order?
We understand that sometimes you want to change your mind.
To make changes to your order, please contact our Customer Service Department as soon as possible. We will endeavor to make changes to your order at your request, which may not always be possible as the item may have already shipped - in which case you will simply contact us for an exchange once you have received the item;
If you need to cancel your order, please contact us via email in the following format: cancel order + your email + order number (order screenshot). Please wait for our response, do not open a PayPal case right after placing an order. We will FOR SURE refund you for unfilled orders.
Our customer service team will get back to you within 12-24 hours.
How to change my address?
lf you need to change your shipping address, please contact us right away and we will do our best to update it during our order fulfilment process. lf the item has shipped, we cannot change the shipping address nor cancel the order.
What should I do if the shoes I bought are too big or too small?
We offer free exchanges and return, provided the shoes are not used, When you receive the shoes and try them on, If you want to change the shoe size to a larger or smaller size, please contact us by email. Please send the length of your feet (Please note is your foot length, not US/UK/EU size) to our customer service, she will change the size for you.
Returns
Money back guarantee: 30 days.
Our money back guarantee is valid within 30 days of purchasing any of our products.
In order to be eligible for a return, the item must be in its original packaging and in the same condition it was received by you. If it has been 30 days since your purchase was delivered, we unfortunately cannot offer you a refund or exchange.
To learn more about our refund policy, please visit our Return Policy page.
How do I return items from CiiGoal?
Please email our customer service at support@ciigoal.com for assistance. In most cases, items can be returned within 30 days. Please contact us before returning the item, otherwise we will refuse to process it.
General return process:
- When you remove the item from a package, leave everything else in the box and store it somewhere out of the way until you are sure you want to keep the item. You may need to return the item in its original packaging, so if you decide to return it, all materials and packaging need to be sent back with the item.
- When contacting by email, please provide some clear photos of the returned product, clearly showing the front, side and bottom of the entire product. With the information you provide, we can solve your problem faster.
- Wait for our customer service to send you the return label.
How long does it take to process a refund?
Once returns are received, we will be inspected and processed within 1-2 business days. When your return processing is complete we will issue your refund back to your original payment method.
Refunds usually arrive within 7 business days, depending on your bank or financial institution.
The shoes I purchased are out of stock, can I get a refund?
You will receive a full refund for any items that we are unable to fulfil.
Delivery
How long does delivery usually take?
For US/UK orders, our standard delivery time is 7–14 business days (70% of orders can be delivered within 10 days); For Australian orders, our standard delivery time is 5-10 business days; For other destinations, please allow approximately 10-15 business days.
If you don't see our delivery time when you place your order and are unwilling to wait, please contact us and we will be more than happy to send you a full refund (Only for orders with items not shipped); If you are willing to wait, you get a nice pair of shoes at a very competitive price :). Certain styles may take some time to stock as we work with quality suppliers around the world to reduce costs and pass profits back to our valued customers.
Do you charge for delivery?
Standard shipping costs are usually $5.99 to US addresses and $7.44 to UK addresses, if your order is over $40.00, we will ship for free; We offer free shipping on Australian orders.
(If the order amount is in pounds sterling, it will be converted to US dollars based on the exchange rate.)
I ordered multiple items why did l only receive one?
Because CiiGoal offers a wide range of shoes, we have dedicated staff for certain styles. To ensure your shoes are shipped as quickly as possible, items in the same order will sometimes be sent in separate packages. You may receive one item before the next. So don't panic if you don't receive all of your items at once.they are on the way!
Can I specify the delivery method?
Unfortunately, we are unable to specify a delivery method for orders. Due to the large number of orders that need to be processed at present, we adopt a unified logistics distribution method. We usually send it with USPS, UPS, and Fedex. Of course we are still improving our customer service and will launch this feature later.
Where's my order / How can I track my order?
You should receive an email when the order is processed and shipped to you with proper tracking information. If you don't receive these emails, please contact us with your order number so we can check it and provide the tracking information for you.
What if I don't receive my order on time?
If your order has not arrived on time, please contact our customer service team by mail and they will investigate why your order did not arrive and resolve the issue for you.
Member related questions
I did not register as a member when I placed the order, can I view the order information later?
Yes, You can sign up for a new membership using the same email address you used to purchase the order, and the order information will be synchronized.
What if I forget my login password?
If you forget your password you can request a new one to be emailed to you by clicking on the ''Forgotten Password'' link on the sign in page. If this fails to resolve your problem, please contact our customer services department.
Contact Us
If you have any other questions, please feel free to contact us.
Our Customer Service:
Email: support@ciigoal.com
Phone: 1 (513) 291-3888