25-30% Discount on Select Shoes in Our Store

FAQs

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FAQs

Frequently Asked Questions

Get answers related to important aspects like shipping, deliveries, payments, refunds, and more. We ensure complete transparency, before you place any order with us. Go through these questions. In case you have any other question, feel free to connect with our team. Click here to get in touch with our team.

  • Shopping & Shoe Selection

    How do I choose the right shoe size before ordering?

    Review the size chart displayed with the relevant footwear and compare it with your foot measurement before ordering. Fit can vary depending on the shape and construction of individual designs. Selecting your size after reviewing the provided guidance can help you make a more informed choice.

    Product photographs are intended to represent each design clearly, but colors can appear slightly different depending on screen settings, lighting, photography, and the device being used. We recommend reviewing the complete product description and available specifications alongside the images before deciding which footwear suits your preferences.

    Before submitting your order, review the selected product, shoe size, quantity, recipient name, telephone number, email address, and complete delivery address. Providing accurate information helps us prepare the requested footwear and coordinate delivery without avoidable complications arising from incomplete or incorrect order details.

    No. Civistravora currently sells and delivers footwear exclusively within Hong Kong. A valid Hong Kong delivery address and sufficient recipient information are required when ordering. Orders containing addresses outside our current service area may be declined or canceled before they enter the dispatch process.

  • Orders, Payment & Delivery

    Which payment methods can I use for my order?

    Civistravora operates entirely through Cash on Delivery. Card payments, digital wallets, online bank payments, and advance website payments are not offered for ordinary purchases. The full applicable order amount should be available in cash when your parcel is handed over at the delivery address.

    No additional delivery, shipping, or Cash on Delivery charge is imposed by Civistravora. Eligible orders are delivered free throughout Hong Kong. You simply need to have the applicable order amount available in cash when accepting your parcel from the delivery representative.

    The usual order timeline is 2–3 business days . Preparation and dispatch generally require one business day, followed by approximately one to two business days for delivery. Weekends and Hong Kong public holidays are excluded, while external circumstances can occasionally affect the expected schedule.

    You may request cancellation while your order remains in the pre-dispatch stage. Orders generally require one working day to dispatch, so cancellation requests should be sent promptly with sufficient order information. Once the parcel has entered the delivery network, cancellation is no longer available.

  • Returns, Refunds & After-Order Support

    What can I do if the shoe size does not fit?

    A size that does not fit may qualify for a request under our 30-day return framework. The footwear should remain unworn apart from what is reasonably necessary to assess the fit and should retain its original packaging and supplied components. Further requirements appear in our Return and Refund Policy.

    Our 30-day return framework covers footwear that arrives damaged or defective, cases where a different item from the one ordered is delivered, and situations where the selected shoe size does not fit. Requests for other reasons fall outside the voluntary return program, subject to applicable statutory rights.

    No. When an eligible return proceeds, Civistravora arranges doorstep collection within Hong Kong at a mutually convenient date and time, subject to collection availability. After the returned footwear reaches us, one working day is allocated for assessment before the applicable next step proceeds.

    Eligible refunds are arranged through bank transfer because purchases are originally paid in cash. After the necessary bank information is received, the applicable transfer is initiated within one working day. The amount may take approximately 9–10 business days to appear, depending on the banking institution.

Address: Union Park Centre, Nathan Rd, Mong Kok, Kowloon, Hong Kong