Theresa B.
Dwarves is a killer.
I placed an order, size 6.5 ( American Size) but the shoes was too small. My actual size is 6. I reached out to Dwarves, Tina was assisting me and I need to pay my own shipping to return the shoes. I paid US $15.00 to return my shoes and requesting to send me size 7. I specify the length and width of my foot to make sure I will get the correct size. Please take note Dwarves telling that US size but it is not. The shoes are too small compare with n actual US size. To cut the story short, in order to send me the replacement I need to pay again a logistic fees to send my replacement shoes. I told them Dwarves is a KILLER, Tina told out of courtesy she will waive those fees. She's asking me different question, picture of my foot etc. I decided to not to pursue to my new shoes size 7. Refund was credited but less logistic fees which is $28.00. All of this logistic fees was not FULLY DISCLOSE before you place your order. I am American and we don't do that kind of business. We treat our custoner correctly. I file claim with my bank. The purpose of this review to inform and alarm all customer especially if you live in US. American customer be careful and if you still want to place your order with Dwarves make you know that the shoes will fit you otherwise ready for a lot of logistic fees. I will no longer going to do business with Dwarves. In fairness with China.
Response from dwarvesshoes.comNov 24, 2025
Dear Theresa, Thank you for taking the time to share your experience. We are truly sorry that our service did not meet your expectations — this is never the experience we want any customer to have. We understand how frustrating sizing issues can be. Because our shoes are handmade and follow a different size standard, we always encourage customers to confirm foot measurements so we can recommend the most accurate size. Our team asked for photos only to ensure we gave you the correct replacement and to prevent further inconvenience. Regarding the logistics fees: Our return and exchange policy — including any shipping or handling fees — is fully listed on our website, but we truly regret that it did not feel clear enough to you during the process. We will review and improve the way this information is presented so customers can make fully informed decisions before placing an order. https://dwarvesshoes.com/pages/free-shipping-and-return-policies We are glad that your refund was completed. Even so, we understand your disappointment, and we appreciate your feedback as it helps us continue improving both our products and our service. If you would like us to look into any remaining concerns, our support team is always here and willing to assist. Thank you again for bringing this to our attention. Warm regards, Dwarves