I ordered 7 pairs of the same item but with difference size & color for me & my family, however, 1 pair of the shoe sent to me was in bad conditions, there is a dirty mark (abount 7cm long) in the right side of the right shoe. I sent several emails to the shop to request exchange or refund but no reply until now (more than 14 days). I also asked Rakuten for help, hope the shop will reply and settle as soon as possible. Finally, the shop refunded to me, thanks!