FAQs
How do I find the right size?
You may refer to the sizing chart on our product page in the description section.
Are your shoes true to size?
For a more accurate fit, we recommend referring to the sizing chart on each product page.
How do I care for my shoes?
To keep your shoes looking fresh, avoid getting them wet, and clean them with a damp cloth. We recommend storing them in their original box when not in use.
Can I customize my shoes?
Unfortunately, we don’t offer customization at the moment, but we’re always looking to expand options, so stay tuned!
Do you restock sold-out items?
We do restock popular styles, so make sure to sign up for notifications on the product page or follow us on social media for updates.
Do you have a physical store?
We do not have a physical outlet at the moment.
Where do you ship to?
We currently ship to Malaysia & Singapore only.
What are the shipping fees?
- West Malaysia: RM10/PAIR
- East Malaysia: RM20/PAIR
- Singapore: RM 35/KG (additional pair + RM15)
Enjoy free shipping on orders over RM300 within West Malaysia and RM400 for East Malaysia!
What’s the delivery time?
- Order fulfillment: 1-3 working days (up to 5 during festive seasons).
- West Malaysia: 1-3 business days
- East Malaysia: 7-10 business days
Is there a self-pickup service available?
No, we do not offer a self-pickup service at the moment. We only accept online orders.
Do you provide same-day delivery?
Unfortunately, we do not offer same-day delivery.
How will I know if my order is confirmed?
You’ll get a confirmation email once your order is processed. Didn’t receive it? Just drop us an email and we’ll sort it out!
How can I track my order?
Once your order ships, we’ll send you an email with your tracking number so you can follow its journey.
What if my parcel doesn’t arrive?
If your parcel hasn’t arrived 7 days after the expected date, please email us at heyy@shuu.com.my and we’ll help you out. For international orders, please allow a bit more time.
I changed my mind, can I get a refund?
Unfortunately, we cannot accommodate exchanges for size, product, or color errors. However, we can cancel your order and issue a gift card refund.
What if I made a mistake with my order details (size, color, etc.)?
No worries! We can cancel your order and provide a store credit refund if any mistakes were made. Just let us know as soon as possible!
I received the wrong order, what should I do?
We’re so sorry for the mix-up! Please check out our return & exchange policy for help, and we’ll fix it ASAP.
Can I exchange my shoes if they don’t fit?
Absolutely! Just take a look at our return & exchange policy to get started.
Can I change the design of my shoes?
We can only do exchanges for the same shoe design and color. If your size isn’t available, we’ll offer you a different color of the same design.
What if my shoes have a defect?
Oh no! If your shoes have a defect, we’ll happily assist. Refer to our return & exchange policy for next steps.
How long do I have to make a return or exchange?
You’ve got 14 days to return or exchange your shoes. Check our return & exchange policy for all the details.
How long will it take to get my exchange or refund?
You should receive it within 14 days of us receiving your returned items.
What’s the timeframe for exchanges and returns?
You have 14 days to return your shoes or let us know about your request. After that, the request will be canceled. Remember, you can only request one exchange or refund per order, and once the shoes are shipped back, you can’t switch from exchange to return.
Do I need to pay for shipping when returning or exchanging shoes?
Yes, you’ll be responsible for shipping costs for returns or exchanges.
Does store credit have an expiry date?
Yes, store credits are valid for 1 year from the issue date—or, in some cases, they never expire!