Frequently Asked Questions (FAQ)

1. About Fu Jincai LTD

Q: Who are we?
A: Fu Jincai LTD is a fashion footwear brand focusing on women’s shoes. We specialize in ankle boots, knee-high boots, high heels, and sneakers, combining style, comfort, and quality for everyday wear.

Company Information:

• Company Name: Fu Jincai LTD

• Registered Address: SUITE 863, 61 Bridge Street, Kington, United Kingdom, HR5 3DJ

• Website: https://fujincai.shop

• Contact Phone: +44 7521860298

• Email: Shabbir@fujincai.top

2. Products & Sizing

Q: What types of shoes do you sell?
A: We sell women’s footwear including ankle boots, long boots, high heels, and sneakers, designed for daily wear, work, and special occasions.

Q: How do I choose the right size?
A: Please refer to the size chart available on each product page. If you are between sizes, we recommend choosing the larger size for better comfort.

Q: Are your shoes true to size?
A: Yes, most of our shoes are true to size. However, fit may vary slightly depending on design and material.

3. Orders & Payment

Q: What payment methods do you accept?
A: We accept major credit and debit cards, including Visa and MasterCard. All payments are securely processed through Stripe.

Q: Is my payment information secure?
A: Yes. All transactions are encrypted and processed through Stripe, ensuring the highest level of payment security.

Q: Can I cancel or change my order after placing it?
A: Orders can only be changed or canceled within 12 hours of purchase. Please contact us as soon as possible if you need assistance.

4. Shipping & Delivery

Q: Do you ship internationally?
A: Yes, we offer international shipping to most countries.

Q: How long does shipping take?
A:

• Order Processing Time: 1–3 business days

• Estimated Delivery Time: 7–15 business days depending on your location

Q: Will I receive a tracking number?
A: Yes. Once your order is shipped, a tracking number will be sent to your email.

Q: Are there any additional customs fees?
A: Customs duties or import taxes may apply depending on your country. These fees are the responsibility of the customer.

5. Returns & Refunds

Q: What is your return policy?
A: We accept returns within 14 days of delivery. Items must be unused, unworn, and in original packaging.

Q: How do I request a return?
A: Please email us at Shabbir@fujincai.top with your order number and reason for return. Our support team will guide you through the process.

Q: When will I receive my refund?
A: Once we receive and inspect the returned item, refunds will be processed within 5–10 business days to the original payment method.

Q: Are shipping fees refundable?
A: Shipping fees are non-refundable unless the return is due to a defective or incorrect item.

6. Defective or Incorrect Items

Q: What if I receive a damaged or wrong product?
A: If you receive a defective or incorrect item, please contact us within 48 hours of delivery with photos. We will offer a replacement or full refund at no additional cost.

7. Customer Support

Q: How can I contact customer service?
A: You can reach us via:

• Email: Shabbir@fujincai.top

• Phone: +44 7521860298

Our support team is available Monday to Friday and will respond within 24–48 hours.

8. Additional Information

Q: Do you have a privacy policy and terms of service?
A: Yes. We take customer privacy seriously. Please refer to our Privacy Policy and Terms & Conditions pages for detailed information.