returns & exchanges.
Every CustomShoesByUs pair is painted by hand for a specific order. Because of that, we do not accept returns or exchanges unless there is a product defect.
This page explains what counts as a defect, what is not covered, and how to contact the studio if something arrives wrong.
Last updated: 25 June 2026
our returns and exchanges position
Custom and hand-painted products are final sale once ordered. We do not accept returns or size, style, or change-of-mind exchanges for sizing choices, colour preference after approval, or normal wear. We will review genuine product defects and fix them where appropriate.
what counts as a product defect
A product defect may include:
- the wrong size or product was sent to you,
- the pair arrives damaged before wear,
- the finished artwork materially differs from the confirmed design,
- paint or sealant failure caused by our workmanship before normal wear begins.
what is not covered
We cannot accept a return, exchange, or defect claim for:
- change of mind after ordering,
- incorrect size selected by the customer,
- approved custom artwork that was made as confirmed,
- natural creasing, scuffs, sole wear, or daily-use marks,
- damage from machine washing, soaking, harsh cleaners, heat, heavy abrasion, or poor storage.
For care advice, read our care guide.
how to report a defect
Contact us within 7 days of delivery at hello@customshoesbyus.com with your order number and clear photos of the issue. Please do not wear, wash, or alter the pair before we review it.
If the issue is approved as a defect, we may offer repair, repainting, replacement, store credit, or refund depending on the situation and applicable consumer law.
cancellations
Contact the studio as quickly as possible if you need to cancel. We may be able to cancel before painting begins. Once the pair has entered production, cancellation is usually not possible because the work is already personalised.