FAQ

Feiyue means “Flying Forward” in Chinese.

Yes indeed! We have recently changed all our insoles into a more advanced EVA material that can be removed easily for drying or washing.

Feiyue offers products for Men, Women, and Kids in EU Sizes 36 - 46, and they fit a medium width foot. Please see our Size Chart for more information. Size Chart

You can clean your shoes with soap and warm water. Do not wash your shoes in the washing machine as this may damage the shoes and will void your warranty.

Yes! We design our shoes with different fabrics such as canvas and swim material. Some of our shoes do have leather or suede uppers which are not vegan. You will find this information listed on the product pages' details. Also, no animal products are used in the glues or adhesives we use to make our shoes.

In a warranty-related situation, your first point of contact should be the place of purchase. For all purchases made on this Feiyue website, please contact us at customercare@feiyueshoes.eu . If your order was placed online or in-store with another retailer, you will need to go back to them as the first point of contact. The store can pass on the details of the claim to us and we can advise of a suitable solution.

If you have a specific question relating to any of our products you can always contact us at customercare@feiyueshoes.eu no matter how technical! We are here to help you.

Sizes that are displayed in the list with 'Out of Stock' are sold out. To see when your size might be back in stock, please contact us at customercare@feiyueshoes.eu . Currently, we do not offer back orders.

Please find the size guide on the product page. If you require further assistance, please contact us at customercare@feiyueshoes.eu

We currently accept Visa & Mastercard.

When using a credit or debit card on our site(s), your financial institution may place a monetary hold on your account. This hold is usually released when the completed transaction is received by the bank, but the release of the hold may take several days, depending on your bank's policies. Please check with your financial institution for more information.

We recommend that you check the valid-through date to ensure that the promo code is still valid. Promo codes do not work in conjunction with other offers. If the promo code is still valid, please contact us at customercare@feiyueshoes.eu for assistance.

No, promo codes are designated for one and only one order.

Currently, we do not offer expedited shipping.

We pride ourselves on processing your order as quickly as possible. Orders are sent to the warehouse generally on the same day. Once the order has been received by our warehouse we can no longer cancel or change an order. Please contact us at customercare@feiyueshoes.eu as soon as you realise you need to make a change or cancel, and we will try to service this request. Our customer service office hours are currently Monday to Friday between 9am – 5.30pm GMT. We always endeavour to reply to your enquiries as quickly as possible.

Whilst we take every step to ensure your order is 100%, occasionally mistakes can happen. If you have received an item that is faulty or incorrectly supplied, please contact our customer service team at customercare@feiyueshoes.eu before returning your item.

If you believe your goods are faulty, please contact our customer service team at customercare@feiyueshoes.eu before returning your item. Please include any information and images outlining any defects or damage.

We aim to ship your order the same working day but during busy times this may not be the case. We always aim to process and ship your order as quickly as possible. Quoted shipping times are from shipping confirmation, not from when the order was placed. Please note we do not ship on weekends or bank holidays.

If you are having trouble with your parcel not arriving as expected, please contact us at customercare@feiyueshoes.eu with your order number and details of the issue you are having.

Please see your shipping confirmation email for a link with how to track your parcel. If you cannot find this information, please contact us at customercare@feiyueshoes.eu with your order number and we will be able to provide you with the latest shipping information.

For registered users, to track your order, please login, navigate to your order and view the ‘Order Shipments’ tab. You can also check the history of your orders and check their status. You can also click on the link from your shipping confirmation email.

We cover all customs charges on our side, so delivery to EU mainland addresses shouldn't be subject to customs or import charges, but each territory does work differently.

You may be subject to taxes, fees, levies or other charges due to local laws or customs rules. Whoever your order is addressed to is responsible for all customs costs associated with the import of the products, and will be required to pay any additional charges for international delivery.

For more information please contact us customercare@feiyueshoes.eu

We are not currently shipping outside of UK or Europe. If you’re visiting our site from outside of the UK and Europe, please scroll over the Countries tab on eu.feiyue-shoes.com 

Your return address will be based on your location, if you are based in the UK, please send your return to -

 

F.A.O Feiyue Customer Service
C/O Shiner Ltd.
1700 Park Avenue,
Aztec West,
Bristol,
BS32 4UA.
United Kingdom.

 

 

If you are based in the EU, please send your return to -

F.A.O Feiyue Customer Service
C/O Shiner Ltd.
Riga 2,
Barendrecht,
South Holland 2993 LW.
Netherlands.

 

Please contact us at customercare@feiyueshoes.eu with your order number if you are unsure.

Please visit our Delivery and Returns page. Please note: Delivery times may be affected by the current Covid-19 Pandemic, please see the Covid-19 page for updates.

Because our stock is constantly changing, we do not offer a traditional exchange service. Instead, please order replacements online in the usual way. Once we receive your original items back in the warehouse, the usual returns process applies.

We aim to process all returns as quickly as possible. Once we have received and inspected your package, your return should be processed within 7 working days. Once processed, funds can take up to 5 working days to become visible, depending on your bank.

Feiyue is only able to accept returns of orders placed directly through uk.feiyue-shoes.com . If you purchased your product elsewhere, please return it directly to that retailer.

You are welcome to contact us at any point for any general enquiries at customercare@feiyueshoes.eu

OFFICE HOURS:

Our customer service office hours are currently Monday - Friday, 9am – 5.30pm GMT. We always endeavour to reply to your enquiries as quickly as possible.

F.A.O Feiyue Customer Service
C/O Shiner Ltd.
Riga 2,
Barendrecht,
South Holland 2993 LW.
Netherlands.

 

If you don’t find the answer to your question here, please contact us at customercare@feiyueshoes.eu and we will get back to you as soon as possible.