Refunds & Returns

Every single product we sell is hand made by our partnered sneaker artists. With that being said, we DO NOT accept returns/refunds. Our artists spend a great deal of time and effort creating these art pieces. When hand crafting their designs, no design will ever be 100% perfect. On top of that, a lot of art is subjective based on individual preference. If you like the final design photos we send over, but change your mind when you get them in hand, unfortunately there is nothing we can do at that point.

Please keep in mind that practically all of our clients are extremely pleased with their custom sneakers. This is mainly because all of our partnered artists are hand vetted for quality and experience.  

The ONLY exception that would qualify for a full refund and return is if your customs begin to wear down right away (i.e., paint begins to smudge or chip, fabric starts to peel off). Again, this is extremely rare as our partnered artists are some of the best sneaker artists out there.

However, if this is the case, please continue reading the information below:

To be eligible for a return, your item must be unused and in the same condition you received it. It must also be in the original package. For your return inquiry to be accepted, we require a proof of shipping which contains the destination address, the shipping address, and any details about sender and consignee.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Additional non-returnable items: Gift cards.

Please do not send your purchase back to the artist until contacting our help department (info@custommysneaker.com).

There are certain situations where only partial refunds are granted (if applicable & if the artist approves):

Any product which isn’t in its original condition, damaged or which has missing parts.

Refunds (if applicable):

Once your returned product is received and inspected, we will send you an email to notify you that the artist has received your item and you will be also informed of the approval or rejection of your refund.

If approved, then your partial/full refund will be processed, and the payment will automatically be transferred to your credit card or through your original method of payment, within a certain amount of working days.

Late or missing refunds (if applicable):

If you haven’t received a refund yet, first check your Bank or your Credit Card account again.
If applicable, contact your credit card company or your bank, in some cases it may take some time before your refund is officially posted and ready to use.

If all from above have been done and you still have not received your refund yet, please contact us as fast as possible at info@custommysneaker.com.

Promotional items (if applicable)

Only regular priced or sale items can be refunded, unfortunately the items from our special promotions cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@custommysneaker.com.

Shipping

To return your product, first you need to email our help department at info@custommysneaker.com.

You will be responsible to pay for any shipping costs of the return. If any returned product comes with a cost on shipping, it will be rejected.

Shipping costs are non-refundable.

If you want to return an item over $30, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that the artist will receive your returned item if there are bad shipping companies included in this transaction.