25% OFF SITE-WIDE PLUS COMPLIMENTARY SHIPPING. CODE:TG25

25% OFF SITE-WIDE PLUS COMPLIMENTARY SHIPPING. CODE:TG25

Home / FAQ

Have a question?

Frequently Asked Questions

who are we?

Kaitlyn Pan is a registered trade mark of Kaitlyn Pan Group LLC. It was founded in 2014 at New Jersey and moved to New York in 2018. We design, produce and sell high quality women's fashionable & classic leather shoes, handbags and other fashion pieces at affordable price. Unlike most other clothing brands, we form direct relationships with our manufacturer. We save money by doing this work ourselves rather than hiring intermediary agencies, so you can enjoy lower prices while not compromising on quality and have a more transparent, authentic shopping experience!

what do we do?

We do everything we can so you can be confident -- both confident in yourself (feeling great about the way you look and the manufactures you support) and confident in us (knowing you can trust us to always be 100% transparent, authentic, and honest). At Kaitlyn Pan, you are more than just a step of the process. We want you to be informed and involved every step of the way, so you can feel connected to and empowered by your outfit. We work tirelessly until our design is perfect -- every last stitch, sole, and adjustment is meticulously thought through -- resulting in styles you’ll constantly wear out resting assured they’ll never wearout. And our funky twist to traditional favorites creates versatile, classic looks that never go out of style. Relationships are built on trust. We look forward to developing a partnership on the foundation of honesty and transparency.

HOW DO I DETERMINE MY BEST FIT?

Our recommendations for size conversions vary by product, and size guides are available on each product page for quick reference based on your typical U.S. size.

do I need to mearue my feet?

As size chart varies from brand to brand, if you are the first time shopper at our online store, before place an order, we strongly suggest you to measure your foot length as below, and compare it to our size chart in order to locate your shoe size accurately.

HOW DO I TAKE MY MEASUREMENTS?

To begin, order a fitting kit, which includes everything you need to take your measurements and begin your made-to-measure order. Once you receive your kit, you’ll need to take four measurements from each foot. These measurements will give us a holistic picture of your sizing needs. Once you record and save your measurements in your account, you can edit them at any time. Even if you’re ordering one of our ready-made widths, we encourage you to measure the length of your feet and compare the larger number (it’s very common to have slightly different-sized feet) to our sizing chart to ensure you’re ordering the correct size. Please contact Customer Care if you have any questions about the measurement process. For more detailed instructions on how to measure, please see the measuring guide included in your fitting kit, or the How to Measure page of our site.

WHEN WILL I GET MY ORDER?

The item in stock is usually shipped within 3 to 5 business days. Made-to-order (customization) or pre-order items are shipped in about 10 to 15 business days. All orders are delivered via a shipping service with traceable records. Package tracking number will be emailed to you once the package is on the way. If standard shipping is used, it usually takes 2-6 weeks from shipment to arrival (delivery time is not stable for this shipping method). If express shipping is used, arrival time can be as soon as 5-6 business days from shipment without taking into account with Customs clearance. In some cases and countries, the shipment might be delayed due to longer Customs clearance process. Please understand your country's process before ordering if you are located at the places that have relatively more difficult Customs clearance process, e.g. EU countries, India, etc. We will provide necessary documents to assist clearance process but we will not be responsible for the delay or failure due to Customs clearance. Fees and/or additional charges caused by returning packages will be rendered by the buyer.

How to request customization

Customization is not available for every item. Please visit our customization collection list to check all items that can be customized.

DO I NEED TO PAY FOR SHIPPING ON MY ORDER?

Standard shipping is free on all domestic orders over $100, with a $4.95 shipping fee on orders under $100. If you would like to receive your order sooner, you can pay a surcharge for express shipping with FedEx. We charge $15 for 3-day shipping, $25 for 2-day, and $35 for overnight shipping.

DO YOU SHIP INTERNATIONALLY?

Yes. We have a warehouse that is located in China and we offer international shipping to most countries worldwide.

DO I HAVE TO PAY DUTIES AND TAXES?

Most of our shoes are delivered to your doorsteps without extra charges on import duty or taxes. In case your order may be subject to VAT, import duties and/or taxes, they are levied once your package reaches your country. KAITLYN PAN ships your package DTU, “duties and taxes unpaid”, and does not collect the VAT, duties and/or taxes and cannot predict what your particular charges may be. If you do incur these additional charges, they must be rendered by the buyer in order for your package to clear customs.

WHAT IS YOUR RETURN & EXCHANGE POLICY - STANDARD ORDERS?

For the unused unworn undamaged items in its original condition and returned in its original packaging, you can request return for exchange or return for refund by contacting us within 14 days from the date of delivery (include). Please initiate return request by using our return portal. We DO NOT charge restocking fees. But we request that all the returned goods shall be shipped out with a valid tracking number within 10 business days of the date your return request is approved. If your return is not shipped out within 10 business days of the date your return request approved, your return request will be canceled and your order is no longer valid for return. Customer pays for return shipping. International shipping costs and tax/duty charges may occur on some returns. Please take it into consideration before place an order.

WHAT IS YOUR RETURN & EXCHANGE POLICY - CUSTOM ORDERS?

Custom orders cannot be returned for a refund.

WHAT IS YOUR RETURN & EXCHANGE POLICY - FINAL SALE?

Items on sale or clearance are not eligible for return.

What is your Return address?

Return address: Kaitlyn Pan Group, LLC. 111 Bedford Rd STE 1 Armonk, NY 10504 United States A China address will also be available upon request.

Neque porro quisquam est qui dolorem ipsum quia dolor sit amet

onsectetur, adipisci velit..." "There is no one who loves pain itself, who seeks after it and wants to have it, simply because it is pain..."

Business collaborations?

Please contact us at info@kaitlynpanshoes.com for business related questions and collaborations.

size-chart-popup

Size-Chart

Please get your exact and accurate foot measurements before utilizing this chart.

How to meausre your feet