Privacy Policy

Data controller: CustomShoesByUs

Location: Kwun Tong, Hong Kong

Contact: hello@customshoesbyus.com

We may collect the following categories of personal data:

• Account & identity: name, email address, phone number, and password (stored in hashed form).
• Order & delivery: shipping and billing addresses, order history, product selections, sizing, and custom design notes you provide.
• Payment: payment is processed by our payment provider (Stripe). We do not store full card numbers on our servers; we receive limited payment metadata such as the last four digits and transaction status.
• Communications: messages you send via contact forms, email, or customer support.
• Technical & usage: IP address, browser type, device information, pages visited, and cookies (see our Cookie Policy).

We use personal data to:

• Process and fulfil custom sneaker orders, including painting, quality control, and shipping.
• Provide customer support and respond to enquiries.
• Manage your account and saved addresses.
• Send transactional emails (order confirmations, shipping updates, account notices).
• Improve the Site, prevent fraud, and maintain security.
• Send marketing communications only where you have opted in (you may unsubscribe at any time).

If you are located in the European Economic Area, United Kingdom, or similar jurisdictions, we process personal data on bases including: performance of a contract (fulfilling your order), legitimate interests (operating and improving our studio and Site), compliance with legal obligations, and consent (where required, e.g. certain marketing or non-essential cookies).

We do not sell your personal data. We may share data with:

• Service providers who help us operate the Site and business (e.g. hosting, commerce platform, payment processing, email delivery, shipping carriers), under contractual confidentiality obligations.
• Legal authorities when required by law or to protect our rights, customers, or others.

Some providers may process data outside Hong Kong. Where required, we implement appropriate safeguards for international transfers.

We retain personal data only as long as necessary for the purposes described above, including to comply with tax, accounting, and legal requirements. Order records are typically retained for at least the period required by applicable law. You may request deletion of your account subject to legal retention obligations.

Depending on your location, you may have the right to:

• Access, correct, or delete your personal data.
• Object to or restrict certain processing.
• Data portability.
• Withdraw consent where processing is consent-based.
• Lodge a complaint with a supervisory authority.

To exercise these rights, contact us at hello@customshoesbyus.com. We may need to verify your identity before responding.

We use reasonable technical and organisational measures to protect personal data, including encrypted connections (HTTPS) and secure handling of payment data via Stripe. No method of transmission over the Internet is 100% secure; we cannot guarantee absolute security.

The Site is not directed at children under 16. We do not knowingly collect personal data from children. If you believe a child has provided us data, please contact us and we will delete it.

We may update this Privacy Policy from time to time. The "Last updated" date at the top will reflect changes. Material changes may be communicated via the Site or email where appropriate.