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 policy to ensure a fair and transparent experience for all customers.
By placing an order, you acknowledge that you have read and agreed to the following terms.
1. Eligibility Window
Our policy lasts 30 days from the date of delivery. If 30 days have gone by since your package was delivered, unfortunately, we cannot offer you a refund or replacement.
2. What We Cover (Replacements & Refunds)
We provide a full refund or a free replacement for the following cases caused by our error:
- Manufacturing Defects: Structural issues or poor print quality.
- Damaged in Transit: Items that arrive broken or unusable.
- Wrong Item Received: Incorrect style, size, or design compared to your original order.
- Description Mismatch: The product is significantly different from what was represented on our website.
3. What Is Not Covered
Because our shoes are 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 selected by the customer (Please refer to our size charts carefully before ordering).
- Normal wear and tear, or damage caused by improper care/washing.
4. The Return Process
To initiate a return or claim, please follow these steps:
- Contact Us: Email contact@cuztomshoes.com within the 30-day window.
- Provide Evidence: You must include your order number and clear photos/videos of the issue (see "Evidence Requirements" below).
- Evaluation: Our team will review your claim within 2 business days.
- Return Shipping: If a return is required, we will provide the return address. Please note: Customers are responsible for paying their own shipping costs for returning items. Shipping costs are non-refundable.
Restocking Fee: $0.00 (No restocking fee applied).
5. Evidence Requirements for Footwear
To ensure a swift resolution for size or production issues, please provide:
- A photo of the shipping label on the original packaging.
- A photo of the product received showing the defect or the tag size.
- For Size Issues: A photo of the insole length measured with a ruler to compare against our size chart.
6. Refund Timeline
Once your return is received and inspected (if applicable), or your photo evidence is approved, we will process your refund. The credit will automatically be applied to your original method of payment.
- Processing Time: Please allow 3 – 5 business days for the refund to appear in your account, depending on your bank or credit card issuer.
- Late Refunds: If you haven't received a refund yet, first check your bank account, then contact your credit card company. If the issue persists, contact us at contact@cuztomshoes.com.
7. Cancellations & Modifications
Orders are sent to production very quickly to ensure timely delivery. You may request a cancellation or modification within 2 hours of placing your order. After 2 hours, the order is locked into the manufacturing process and cannot be canceled.
Business Identity & Contact
GEARECOM COMPANY LIMITED (Business ID: 0318646846)
- Headquarters: 169 Nguyen Van Huong, An Khanh Ward, HCMC 700000, VN
- Mailing Address: 14332 Gillis Rd, Dallas, TX 75244, United States
- Support Email: contact@cuztomshoes.com
