FAQ

  1. CONTACT US

    Customer Care

    Our customer care team is available to assist with…
    •Size and fit advice
    •Detailed product information
    •Delivery questions
    •Exchange and return queries
    •Placing orders

    Email: .(JavaScript must be enabled to view this email address)
    Call +886-2-28851268 or +886-939281016, 10am-5pm CST weekdays

    In-person Consultation

    For customers in Taipei, Taiwan, our service team is available for in-person consultations at the liebe.hsing studio (by appointment only).
    Address: No. 31 (1F), Lane 6, Sec 4, Cheng De Rd. Taipei, Taiwan 111 (12 minutes from Jiantan MRT station)
    Email: .(JavaScript must be enabled to view this email address)
    Call +886-2-28851268 or +886-939281016, 10am-5pm CST weekdays

    Other Inquiries

    Feedback and suggestions: .(JavaScript must be enabled to view this email address)
    Press and media: .(JavaScript must be enabled to view this email address)
    Trade Inquiries: .(JavaScript must be enabled to view this email address)

  2. HOW DO I MAKE A PURCHASE?

    Shopping at liebe.hsing is easy:
    -Use the SHOP link, and choose your geographic area.
    -Once you have found an item, choose your size and click “Add to Cart.”
    -Review the items in your shopping cart, and click “Check Out” to enter payment information or “Continue Shopping” if you wish to continue shopping.

  3. DO I NEED TO SET UP A PAYPAL ACCOUNT TO PLACE AN ORDER?

    You can shop at liebe.hsing with or without creating a PayPal account.

  4. CAN I CHANGE OR AMEND MY ORDER ONCE IT HAS BEEN PLACED?

    Because shoes are made to order, you can only change or cancel your order within 24 hrs of placing your order. Before your purchases have been prepared for production we can cancel an item, change the size or edit your billing and shipping details.
    If you need to make any amendments, please email .(JavaScript must be enabled to view this email address) anytime or call +886-2-28851268 or +886-939281016, 10am-5pm CST weekdays.

  5. WHAT PAYMENT METHODS DOES liebe.hsing USE AND IS IT SAFE TO USE MY CREDIT CARD ONLINE?

    We accept Visa, MasterCard, Discover, and American Express. All payments are processed through a secure checkout system provided by PayPal Pte. Ltd.
    For more detailed information, visit https://www.paypal.com/tw/webapps/mpp/what-is-paypal

    If you would prefer to place an order by telephone, you can call +886-2-28851268 or +886-939281016, 10am-5pm CST weekdays

  6. SHIPPING INFORMATION

    Production Time

    Every shoe is made to order, requiring a production time of 10 business days. Business days are Monday through Friday, with the exception of public holidays. Production time is not included in the estimated delivery times. Delivery time begins 24 hrs after your shoes have been completed.

    Shipping Information

    1. Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum
    2. We ship via Express Mail Service (EMS) for International Orders and via the Post Office for domestic orders (Taiwan).

    Countries We Ship To

    We ship worldwide to all valid shipping addresses.

    Delivery Times (our delivery times start the day after your shoes have been completed)

    -Taiwan: 2 business days
    -Asia & Australia:
    Japan: 4-5 business days
    Singapore: 3-4 business days
    HK: 3-4 business days
    Australia: 5-7 business days
    -USA: 7-8 business days
    -EU: 7-8 business days

    Shipping Rates (displayed at check out)

    -Taiwan: 80 TWD
    -Asia & Australia: 690 TWD
    -Other: 1350 TWD

    Insurance

    liebe.hsing insures each purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (Ex: as a gift), then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfillment by liebe.hsing and transfer of responsibility in the same way.

    Taxes and Duties

    International orders will ship on a DDU (Delivery Duty Unpaid basis). As the recipient, you are solely responsible for any eventual customs duties foreign taxes or other fees by the country you are shipping to; payment of these is necessary to release your order from customs on arrival.

    Multiple Addresses

    We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.

    How Can I Track My Order?

    Once your order has been dispatched, you will receive an email containing your tracking number to track your package.

    If you have any further questions please email us at .(JavaScript must be enabled to view this email address), and we will be happy to assist.

  7. RETURN POLICY

    All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to the customer.
    Returns for refund are accepted within 7 days of receipt, less shipping fee. This means that your return for refund must have a postmark that is within 7 days of when the package was originally delivered to you. Shipping charges are not refundable and the customer is responsible for all shipping charges related to the return. Merchandise must be returned in the original saleable condition and packaging it was received in, i.e. unused, undamaged or marked in any way. Take care when re-packaging the return because we cannot refund or exchange merchandise that arrives damaged due to poor packaging or at the fault of the shipper. We strongly recommend that you insure all products when you ship them for a return. This will protect you in case the merchandise is damaged or lost in transit.

    How to Return Merchandise.

    To return your merchandise please notify us by sending an email to .(JavaScript must be enabled to view this email address), quoting your order number and the item you’re returning. Repack the item with the original completed return form and write the reason for return. Send your package via a prepaid, insured, traceable method such as Taiwan Postal Service, EMS, DHL, FEDEX or UPS to the following address:

    Address for Returns:

    liebe.hsing
    No. 31 (1F), Lane 6, Sec 4, Cheng De Rd. Taipei, Taiwan 111
    Tel: +886-2-28851268
    Refunds will be processed within 10 days from when we receive the package, assuming all criteria are met. Since we do not store credit card info we can only issue credits to the card that was originally used for the purchase. You will receive an email confirmation from liebe.hsing as soon as your return has been processed.

    Damaged Items.

    If you receive defective, damaged merchandise or an incorrect item, you must notify us within three days of receiving the product to be eligible for a return. The merchandise must not be used or worn in any way. Please save the box and all of the packing material and contact us at .(JavaScript must be enabled to view this email address). We’ll let you how to send it back to us at our cost, and we’ll send you a replacement right away.
    All customer queries will be answered within 48 hours.

  8. PRIVACY POLICY: IS MY PERSONAL INFORMATION KEPT PRIVATE?

    Please be assured that your personal information is kept private and confidential, and at no point will we share it with a third party.

    Privacy Policy

    liebe.hsing is committed to protecting your privacy. Other than for the purpose of processing your orders, we will not supply your personal information to any third party without your permission. Personal information will only be used for the following reasons:
    • To process your order;
    • To react to other requests we receive from you;
    • Internal data analysis to improve the website and the service delivered to you.

  9. CARING FOR YOUR SHOES

    liebe.hsing uses leathers, suede, and other materials to produce high quality footwear. Because our shoes are made of leather, slight marks and variations in the surface color and texture naturally occur and will develop over time as you continue to wear your shoes. Relevant products can be used to help prolong the life and maintain the appearance of your shoes.  Always test the care product on a small, non-visible area first.

    Leather Shoes

    Dust and dirt should be removed before cleaning your leather shoes with neutral leather oil.

    Suede Shoes

    Dust and dirt should be removed before cleaning. A crepe brush should be used to remove any marks in the suede. Suede is a natural dyed product, so it cannot be entirely colorfast. Some loss of color may occur during wear.

    Animal Print (Hair on Cow Hide Upper)

    The hair on leather varies in length and direction. Color can also vary, because dye reacts differently in different parts of the skin. Hair loss will occur if the surface of the product is continually rubbed. Use a soft, slightly damp cloth to clean.

    Fabric Shoes

    Remove dust and dirt before cleaning with a rubber brush or fabric foam cleaner. Fabric shoes are not ideal for use in wet weather.

    Leather Soles

    Leather is porous in nature, and a leather sole will absorb some water. As such, we do not recommend that you wear your shoes in very wet conditions. Even under normal conditions, a leather sole will wear away. If you wish, you can take your shoes to a good cobbler to apply non-slip shoe rubber. If your shoes do get wet, allow the shoes to dry naturally. Never dry your shoes with artificial heat or a fan, as drying leather too quickly changes its chemical nature and will cause the leather to stiffen.

    Heels

    The top pieces on heels (top lift) are replaceable. Do not allow them to wear down. Have them replaced regularly by a good cobbler.

    Shoelaces

    Hand wash with mild detergent and water.

    Dust Bag

    Clean by hand with mild detergent and water.

  10. HOW DO YOU MANAGE YOUR ENVIRONMENTAL IMPACT?

    We realize that creating any product has its impact on the environment, so we do what we can to reduce the impact our business has on the planet. Currently, we are working to address this issue by reducing waste production. To do this, we make it a point use our materials efficiently and repurpose anything left over.

    Materials

    At liebe.hsing, we do our best to use our materials efficiently and repurpose anything left over. For example, if there are smaller pieces of leather left from the shoemaking process, we try to see if the smaller pieces can be used in other designs, such as for the vamp of a loafer. If there are still any pieces left over, we don’t just throw them away. Instead, we think about other possible uses for the leftover leather, and make sure we use each sheet of leather as close to entirety as possible.

    Dust Bag

    We intentionally use hand washable cloth for our dust bags, so that you can easily clean and reuse your liebe.hsing dust bag.

    Shipping

    Our commitment to waste reduction is also why we insist on reusing boxes for shipping whenever possible. We hope to send you your liebe.hsing shoes with as little impact on the rainforest as possible, so we hope you can understand if there are other logos on the outer packaging!