Refund policy
At Cuztomshoes, your satisfaction is our priority. Since our products are custom-made and handcrafted to your specific requirements, we have established a clear and transparent policy so you know exactly what to expect before and after your purchase.
1. Return Window
You may request a return, replacement, or refund within 30 days from the date of delivery. Requests made after 30 days unfortunately cannot be accepted.
2. What We Cover — Full Refund or Free Replacement
We provide a full refund or a free replacement at no cost to you in the following cases:
- Manufacturing defects: structural issues or poor print quality.
- Damaged in transit: the item arrives broken or unusable.
- Wrong item received: incorrect style, size, or design compared to your order confirmation.
- Item significantly different from the product description or images on our website.
- Item never arrived (lost in transit, confirmed by carrier tracking).
Return shipping cost: If the issue is caused by our error (any of the cases above), we cover the return shipping cost — in most cases, photo or video evidence is sufficient and you will not need to ship the item back at all.
Restocking fee: None. We never charge restocking fees.
3. What Is Not Covered
Because every pair is customized and made to order, we cannot accept returns or refunds for:
- Change of mind or "buyer's remorse."
- Incorrect size, color, or personalization details entered by the customer at checkout (please check our size chart carefully before ordering).
- Normal wear and tear, or damage caused by improper care or washing.
If a return is approved for a reason not caused by our error, the customer is responsible for the return shipping cost.
4. How to Start a Return or Claim
- Contact us: Email contact@cuztomshoes.com within the 30-day window with your order number.
- Provide evidence: Attach clear photos or videos of the issue (see Section 5).
- Evaluation: Our team will review and respond within 2 business days.
- Resolution: We will confirm your refund or send a free replacement. If a physical return is required, we will provide the return address and a prepaid label for cases caused by our error.
5. Evidence Requirements
To resolve your claim as quickly as possible, please include:
- A photo of the shipping label on the original packaging.
- A photo of the product showing the defect or the size tag.
- For size issues: a photo of the insole length measured with a ruler, for comparison against our size chart.
6. Refund Timeline
Once your claim is approved (or your returned item is received and inspected), your refund is processed to the original payment method.
- Processing time: 3 – 5 business days, depending on your bank or card issuer.
- Late refunds: If you have not received your refund, first check your bank account, then contact your card issuer. If the issue persists, email us at contact@cuztomshoes.com and we will follow up with the payment processor.
7. Order Cancellations & Modifications
Orders are sent to production quickly to ensure timely delivery. You may request a cancellation or modification (design, size, address) within 12 hours of placing your order for a full refund. After 12 hours, the order enters the manufacturing process and can no longer be changed or canceled.
Business Identity & Contact
GEARECOM COMPANY LIMITED (Business Registration No.: 0318646846)
- Headquarters: 169 Nguyen Van Huong, An Khanh Ward, Ho Chi Minh City 700000, Vietnam
- US Mailing Address: 14332 Gillis Rd, Dallas, TX 75244, United States
- Email: contact@cuztomshoes.com
- Phone (SMS & WhatsApp): +84 937 253 256
- Support hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT+7)
