Buying shoes online involves more than choosing a design. Condition, the item received, and fit all matter once the pair reaches you. Civistravora therefore provides a defined 30-day return process for eligible orders delivered within Hong Kong.
Our return process is based on three stages: tell us what went wrong, allow us to collect the eligible pair, and choose between an available replacement or refund.
The 30-Day Return Window
A return request must be submitted within 30 calendar days from the date your order is delivered.
The date on which you contact Civistravora is used to determine whether your request falls within this period. Once the 30-day period has passed, requests under our store return program will generally not be accepted, subject to any rights that cannot be excluded under applicable Hong Kong law.
Return requests can be sent to boots@civistravora.com. To help us review the matter, please include your order information, the item concerned, the reason for requesting a return, and photographs where they are relevant to the issue.
Three Reasons We Accept Returns
Our return program is intentionally defined. An item may be returned when:
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The shoes arrived damaged or with a defect.
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The shoes delivered are different from the item ordered.
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The selected shoe size does not fit the customer.
Returns for reasons outside these categories, including a change in style preference after delivery, are not included within our voluntary 30-day return program.
This policy does not seek to remove or restrict consumer rights that apply under Hong Kong law.
Fit Starts Before Checkout
Footwear sizing can vary depending on construction, shape, and design. To make size selection more practical, Civistravora provides an appropriate size guide alongside each product description.
We strongly recommend comparing your measurements with the displayed guide before ordering rather than relying solely on a size normally worn in another pair.
If the ordered size still does not fit after delivery, you may submit a return request within the 30-day period. The shoes must satisfy the return-condition requirements described below.
What Condition Should the Shoes Be In?
Returned footwear should reach us in substantially the same condition in which it was delivered.
The pair must be:
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Unworn other than what is reasonably necessary to assess fit;
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Returned with its original packaging;
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Free from customer-caused damage or alteration;
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Accompanied by the original components supplied with the item; and
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Packaged appropriately for collection.
Shoes showing signs of extended outdoor use, avoidable damage, alteration, or use beyond what is reasonably necessary to determine fit may not qualify under our voluntary return program.
Where your request concerns damage or a defect that existed when the shoes arrived, that reported issue will naturally be considered during our assessment.
We Arrange the Collection
An eligible return does not require you to arrange independent shipping back to Civistravora.
After we accept the return request for collection, our team will coordinate a doorstep pickup within Hong Kong. We will work with you to identify a convenient collection date and time, subject to collection availability.
There is no return collection fee or restocking fee charged by Civistravora for an eligible return.
Before collection, place the shoes and supplied components safely inside their original packaging wherever reasonably possible. Please be available at the agreed location so the parcel can be handed to the collection representative.
What Happens When the Pair Comes Back?
Once the returned item reaches Civistravora, we allow 1 working day for assessment.
During this stage, we review the returned pair in relation to the reason stated in the request, its condition, the original order information, and the applicable requirements of this policy.
Once the assessment is completed and the return qualifies, the customer can proceed with the applicable replacement or refund route.
Replacement
A replacement can be provided only when the required item is available in stock.
Where a replacement is arranged, our normal delivery framework applies. The replacement therefore generally requires 1 business day for preparation and dispatch followed by another 1–2 business days for delivery within Hong Kong.
No additional delivery charge is added for an eligible replacement.
If the required replacement is unavailable, a refund can be processed instead.
Refund
Customers who choose a refund for an eligible return will receive the applicable amount through bank transfer.
Because purchases from Civistravora are paid using Cash on Delivery, there is no original online payment method to which we can reverse the transaction. We will therefore contact you by email and request the bank information reasonably required to arrange the transfer.
Please review the email address and the information requested before responding, and do not provide information unrelated to the transfer.
Once we receive the necessary bank details, Civistravora will initiate the refund transfer within 1 working day.
After initiation, the amount may take approximately 9–10 business days to appear in your bank account, depending on the processing timeline of the relevant banking institution. This period is separate from our one-working-day initiation period.
No Deductions for Eligible Returns
Civistravora does not impose a restocking charge, return collection charge, or refund administration charge on an eligible return.
The applicable refund is handled without deductions imposed by Civistravora for processing the return. If a transfer issue occurs because inaccurate banking information was supplied, we may contact you for corrected information before the process can continue.
Personal Information Used During a Refund
A return may require us to process information such as your name, contact details, order records, collection address, photographs relating to the reported issue, and bank information required for a refund.
Such personal data will be handled in accordance with applicable requirements of the Personal Data (Privacy) Ordinance (Cap. 486) and our Privacy Policy. Information requested for a bank transfer should be supplied only through the communication route provided by Civistravora for that purpose.
Hong Kong Consumer Rights Still Apply
This Return and Refund Policy operates alongside applicable Hong Kong law and is not intended to override statutory rights.
Relevant consumer legislation may include the Sale of Goods Ordinance (Cap. 26), under which legal requirements apply to goods sold in the course of business, and the Trade Descriptions Ordinance (Cap. 362), which addresses matters including false trade descriptions, unnecessary omissions, and specified unfair trade practices.
The Control of Exemption Clauses Ordinance (Cap. 71) and Unconscionable Contracts Ordinance (Cap. 458) may also apply to relevant consumer contractual terms.
Nothing in this policy excludes or limits a right or obligation where doing so would be prohibited under applicable Hong Kong law.
Start Your Return With Us
If your shoes arrive damaged or defective, the wrong item reaches you, or the size does not fit, contact boots@civistravora.com within 30 days of delivery.
Include enough order information for us to identify the purchase and explain the reason for your request. Once an eligible return moves forward, Civistravora coordinates the collection and subsequent replacement or refund process so that you do not need to arrange the return shipment independently.