I SUDDENLY DON’T WANT IT ANYMORE, CAN I CANCEL MY ORDER?
- Please understand that each pair of shoes is custom made upon order. We will order the shoes from our vendors the next day once we received your order.
- There is only a 24 hours window for us to cancel your order. After that we unfortunately cannot cancel the order once production of the shoe has started.
CAN IT BE RETURNED WHEN I AM NOT IN LOVE WITH YOUR CUSTOM PRODUCTS OR THERE IS AN ISSUE WITH YOUR CUSTOM PRODUCTS?
- We offer a 100% refund for guarantee only if there are any products quality problems.
- Please understand that our products are all hand-made by the global independent artists after confirming with you the final desired effect. We can't offer a 100% refund based on the personal preference reason, same like "I don't like". However, you can still contact us to see what can we do for the custom products you don't like.
FULL TEXT OF REFUND POLICY
By placing an order, you have confirmed that you have read, understood and accepted these following policies.
We stand behind the quality of our products and guarantee our workmanship. Any defects or errors on our part will result in a replacement at no charge.
Due to all our products are made-to-order, so we typically do not accept returns or exchange due to user's error such as incorrect selection of sizes, designs, colors, etc.
Please be informed that our products are customized under market demand, they are not always available items. Also, advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor’s display. Please allow the 20% difference between advertised images and the actual item you received.
- Returns (if applicable)
We accept return on products which were shipped out by us and if the item is faulty due to an error on our end (e,g. wrong item or damaged item).
Item(s) must be returned together with proof of purchase.
To complete your return, we require a receipt or proof of purchase. Please contact our support team via firstname.lastname@example.org for more information.
- Refunds (if applicable)
Our policy lasts 7 days from arrival date. If 7 days have gone by since you received the item, unfortunately, we can’t offer you a refund or exchange.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time (5 business days) before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
- Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
- Exchanges (if applicable)
We only replace items if they are defective or damaged or our faults in production and shipping. If you need to exchange it for the same item, send us an email at email@example.com. Our customer service team will review your claim. If your claim is approved, we will provide you with a return address.
WHICH EVIDENCE SHOULD I SUBMIT FOR REPLACEMENT?
Submitting all pieces of evidence to clarify shipping/product error is very important to our return/replacement process. Please note that all required pictures must be sent. Otherwise, we cannot provide return/replacement items.
- Wrong product shipped
Please send some pictures as proof, which include:
Picture of the wrong product you received,
Picture of the shipping label.
- Size issue
Please send the picture as proof:
Picture of the shipping label,
The tag size on the outsole,
Picture of the product you received.
- Broken/ Damaged items
Please send some pictures as proof, which includes:
Picture of the broken item,
Picture of the shipping label.
If you change your mind about your purchase, please sending us an email to firstname.lastname@example.org and provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.
Your order is only eligible to be cancelled and modified within 24 hours of placing the order. After that time, the order is locked for processing and can no longer be cancelled.
Please be informed that a management and transaction fee (1.5% of your total order value) will be applied for the cancellation.
Full refund only applies to switching orders.
Once you place new orders, our system will automatically cancel old orders and refund 100%.
At Christmas & New Year Season please make sure to choose the right shipping option.