KickCustoms Return and Refund Policy

Last updated: October 1, 2025

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1. Custom Made-to-Order Items

Each pair of shoes is individually handcrafted and made to order using 100% authentic base shoes and high-quality customization materials. Because each order is produced to the customer’s selected design and specifications, all custom shoe orders are final sale and are not eligible for return or exchange, except as expressly provided in this policy for verified transit damage, material defects, or fulfillment errors. Orders are processed in the order received and shipped upon completion of production.

2. Cancellation Policy

Cancellation requests must be submitted to support@kickcustoms.com within 1 business day of order placement. After this period, or once production has begun, the order may not be cancelled, modified, or exchanged.

3. Damaged or Defective Items

If your order arrives damaged or contains a material defect, you must contact support@kickcustoms.com within 3 business days of delivery. Your claim must include the order number and clear photos of the item, outer packaging, and shipping label.

• The item must not be worn, used, altered, or further damaged before review.
• We will review the claim within 1 business day and advise whether a return is required.
• Unauthorized returns will not be accepted.
• If the claim is verified, we will determine the appropriate remedy, which may include a replacement, a full refund, or store credit.

4. Incorrect or Incomplete Orders

If you receive an incorrect or incomplete order, you must notify support@kickcustoms.com within 3 business days of the delivery date shown by the carrier. Your claim must include the order number and clear photos, where applicable.

• Any incorrect item must remain unused and unaltered pending review.
• If the claim is verified, we may ship the missing item(s), provide a replacement, or offer another appropriate remedy.

5. Returns or Exchanges

Except for claims approved under this policy, all custom shoes are final sale and may not be returned or exchanged. Requests based on change of mind, personal preference, or customer size-selection errors will not be accepted. For health and hygiene reasons, items that have been worn, used, altered, or damaged after delivery are ineligible for return or exchange.

6. Shipping-Related Limitations

Orders are not eligible for a refund or free replacement if a package is returned, delayed, lost, or destroyed due to an incorrect or incomplete shipping address provided by the customer. If delivery is refused, including refusal to pay applicable customs duties, import taxes, or other clearance charges, the order is not eligible for a refund, exchange, or reshipment.

If tracking shows a package as delivered but it cannot be located, the customer must contact the carrier or local delivery office to open an investigation or claim. We may provide reasonable assistance with shipping information, but such cases are not automatically eligible for a refund or replacement.

7. Refund Method

Approved refunds will be issued only to the original payment method used for the purchase.

8. Refund Processing Time

After a refund is approved and processed, the funds are typically credited within 3 to 7 business days, depending on the customer’s bank or payment provider. Processing times are estimates only and are not guaranteed.

9. Contact

If you have any questions regarding this policy, please contact us at support@kickcustoms.com.