FAQ

1. How to register & log in?
1) If you like and want to buy an item, firstly you need to sign in at AILIN CAT website.
2) If you have registered already, please type your email and password, then click the "Sign in" button.
3) If you haven’t registered, please type your email and password, then you will create your own account.
4) If you would not like to register, you can also log in with your Google or Facebook account. It’s more convenient and safe.

2. Forget password
If you unfortunately forget your password, please follow the steps below to reset your password.
1) Please click "Forgot Your Password", then type your registered email, later on you will receive an email from our system that help you to reset password.
2) If you forgot your registered email, please contact our customer service to help you find it back.

3. How can I change my account information?
Sign in your account then click "My account", you will find your information on this page, then you can change here for email, password and shipping address, etc.

4. How to place order?
1) Create your account on ailincat.com.
2) Sign in your AILIN CAT account.
3) Search or browse items. Type the number of pieces for your favorite items and click "Add to cart", at least for 1 piece. Quantity can be adjustable. When you look for other items, the products in your shopping cart will be saved. If you have log out or close the page accidentally, your items will be saved as well.
4) You will find shipping method, shipping cost and delivery time on every single product page.
5) After confirming the items in your shopping cart, then click "check out", also you should fill in your shipping address and choose your favorite payment method on the check out page.
6) When you confirmed all the order information, please click "place your order" and complete the payment.
7) You will receive the email of your order confirmation from AILIN CAT after you order successfully.
P.S.: Don't forget to use coupons if you have.

5. Quality guarantee 
We insist on the quality concept: "What you see is what you get!" All the pictures of shoes are shoot with real items.
AILIN CAT provide high quality shoes with natural genuine leather and totally handmade, you will receive not only beautiful shoes from appearance but also comfort from wearing.
We have strict high request for quality checking. There are at least 4 steps checking before shipping, we hope every purchase you’ve made at our site is a nice experience, and wish you would enjoy it.
Our motto is Quality is everything, we believe quality is the vitality of business. We are committed to ensure high-level products to customers.
If you have any questions about the quality of shoes, please contact our customer service.

6. How can I choose my size?
We’ve provided size chart on the page of each item, based on your foot length.
Firstly please measure your foot length from toe to heel then according to the length, you can find your right size.(e.g. foot length 24cm is size 38)
Size also may vary for different feet type. We normally recommend people to take one size larger if feet fat or wide, otherwise, take one size smaller. (This is applied for high heels especially, since most high heels are with pointed toes.)
If you are still confused about size, please feel free to contact us.

7. How to use the coupon code in an order?
If you get a coupon on ailincat.com, you can input the coupon code on the check out page, then the system will automatically calculate when you pay for it.

8. Which payments are acceptable?
We currently accept PayPal only. Meanwhile, there is a "Pay by credit card" option on Paypal payment gateway, you can use your existing PayPal account or pay by credit card even if you don't have a PayPal account.

9. How should I do if I have some special requests about the shoes?
If you have special requests, please contact us directly. Normally our customer service will give you reply within 24 hours. Also you can make notes when you place order, after we receiving your order, we will send you email to confirm details.
 
10. How should I do if I have urgent orders? How can I push it?
1) If you want to receive your items eagerly, please make notes for which date you wish to receive in the "remark" column, our customer service will contact you within 24 hours.
2) You can contact us directly and tell us your requests after you placing the order. We will give priority for your order.

11. Is this site be safe?
All the information you send through our website is strictly confidential, not being used or provided to the third parties. Please read our Privacy Policy for more information.
 
12. Does custom-made, drop-shipping and wholesale accept?
Yes, we provide custom-made service, wholesale and drop-shipping.
Please contact us and show us the style you want to custom-make, we will offer you answer within 24 hours.
Also we accept wholesale and drop-shipping, if you are a wholesaler or distributer or you have intend to start your business, please contact us directly for further information.

13. How can I check my order？
You should log in your account first, click "My account", you will see your order details.
After receiving your order, we’ll arrange the packing and delivery as soon as possible. When your order is shipped, you will receive a shipping notification email with the tracking number from AILIN CAT. You can check the tracking information according to the instruction.
 
14. How should I do if the tracking information can’t be found or invalid?
You can input your tracking number and check the tracking information at www.17track.net/en. The tracking information normally be updated within 2 business days. If there’s no updated information, please contact our customer service as soon as possible.
 
15. Can I change my order information after ordered?
1) After you placing the order, you can contact our customer service within 24 hours to change you information.(e.g. size, color, material, etc.)
2) 24 hours later, your order is unable to be changed.
3) If you need any help, please contact our customer service.
Please note: any change of the order may make the delivery time of your order longer.

16. Can I cancel order?
Generally speaking, once you placed an order, it can’t be cancelled. If you really have important reason to cancel it, some service charge will be deducted from your refund.
1) If it’s cancelled within 48 hours, 10% service charge will be deducted from the refund (including shipping fee).
2) If it’s cancelled more than 48 hours, 50% service charge will be deducted from the refund (including shipping fee).
3) When your items have been shipped, you can’t cancel the order.
 
17. Some useful tips before you place an order
1) Your shoes will be shipped from China, so you (the consignees) are the importers, which means you should afford the customs or other taxes. You (the consignees) have the responsibility to pay the taxes. If you’re doing drop-shipping, please inform your customers ahead of time.
2) Generally, most couriers can’t deliver the parcels to a post office box, so please provide the Street Address.
3) Your delivery information must contain an available phone number.
4) We strongly recommend that you can firstly order the sample before you make a batch of orders.
5) If you’re doing drop-shipping, please contact our customer service and clarify it.

18. Why do the shoes have a little peculiar odor?
1) Because the shoes are packed and delivered as soon as they’re produced in the factory. So there’s a little odor of adhesive and genuine leather. The odor of adhesive will disappear a few days later and the odor of genuine leather will dim but still keep all the time. Don’t worry, the odor of adhesive and leather makes no difference to your health.
2) You can pack the activated charcoal using the paper with good permeability, then put it into the shoes slightly, 1-2 days later, the odor will dim but don’t let the activated charcoal touch the shoes.

19. Some simple guidelines on the maintenance of leather shoes
1) Had better not wear the leather shoes in the rain or snow. They are easy to get moist. If get wet, please use dry soft cloth or tissues, clean the surface as early as possible, and put it in the ventilated place for dry, or you can use a hair dryer to dry them slightly.
2) Always clean shoes regularly and get shoes polished to adapt, soften, and protect the genuine leather.
3) Please use leather care products that match the leather and color of the shoes, avoiding staining and damage to the leather.
4) Don’t squeeze when wearing shoes. Advise you to use shoelace and zipper correctly, to make sure your shoes are not deformed or damaged.
5) Genuine leather are with elasticity, better to avoid wearing the same shoes everyday. The heat and sweat will make the leather loose. We recommend that you can prepare more shoes for alternating to keep the shoes dry.
6) When not wearing shoes, please put them in a cool, dry place. Store your shoes away from damp and heat, and protect them from direct sunlight or high temperature in case the shoes be moldy or damaged.
7) When not wearing the shoes for a long time, we recommend you to make a shoes care(clean the dirt, apply polishes), then put the foam or tissue that we’ve provided in the shoes to avoid deformation or damage of shoes, and keep it dry.
8) Match dark socks when wearing the shoes with dark lining.
9) More introductions about the genuine leather shoes care, please click Product Care, or focus on our blog.

20. How do I complain?
If you have any complaints about our products or services, please contact our CEO at: [email protected]