Return & Refund Policy
Our policy allows for returns and refunds for a period of 35 days from the date of product delivery. After this time, we cannot offer a return or refund. By placing an order, you agree to our policies.
We take pride in the quality of our products and guarantee our workmanship. Any defects or errors on our part will result in a free replacement.
As our products are made-to-order, we typically do not accept returns or exchanges due to user error such as incorrect selection of sizes, designs, colors, etc.
Restocking Fee:
No Fee
RETURNS
We accept returns for products that were shipped out by us and are faulty due to an error on our end, such as:
- The wrong item or a damaged item.
- The product received is different from that originally represented on our site.
To complete a return, we require proof of purchase and the item(s) must be returned.
Please contact our support team at contact@cuztomshoes.com for further information. Please note that you are responsible for the return shipping fee.
REFUNDS
We are committed to providing you with the best products and are happy to replace your order if the product is:
- flawed
- the print quality is poor
- if the product received is different from that originally represented on our site.
Please email us at contact@cuztomshoes.com with a photo of the product you received and detail shots.
We will use this information to look into a replacement and prevent future errors. Our customer service team will review your claim, and if approved, we will provide you with a free replacement.
For all other requests, please email us at contact@cuztomshoes.com. Our customer service team will review your claim, and if approved, we will provide you with a return address. Customers are responsible for return and exchange shipping rates. Please allow 5 business days after your return is received for a refund to appear.
Any unauthorized returns or returns of items that are washed, worn, or damaged will not be eligible for a refund or replacement, and the item will be forfeited.
Late or Missing Refunds
If you have not yet received a refund, please check your bank account and contact your credit card company. If you have done this and still have not received your refund, please contact us at contact@cuztomshoes.com.
Sale Items: Only regular priced items may be refunded; unfortunately, sale items cannot be refunded.
Exchanges
We only replace items if they are defective, damaged, or the result of our faults in production and shipping. If you need to exchange an item for the same reason, please email us at contact@cuztomshoes.com. Our customer service team will review your claim, and if approved, we will provide you with a return address.
Evidence for Replacement
Submitting all pieces of evidence to clarify a shipping/product error is crucial 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 pictures as proof including:
- A picture of the wrong product received
- A picture of the shipping label.
Size Issue (For Footwear Products): Please send pictures as proof including
- A picture of the shipping label
- A photo measuring the size of the product with a ruler,
- The tag size on the outsole,
- The length of the insole measured by a ruler (as image below)
- A picture of the product received.
Cancellations:
If you change your mind about your purchase, please email us at contact@cuztomshoes.com 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 2 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 (20% of your total order value) will be applied for the cancellation.
Contact us:
Email: contact@cuztomshoes.com