By placing an order, you confirm that you have read, understood, and agreed to the policies outlined below.

Quality Assurance and Replacement Policy

At kickcustoms, we are committed to delivering high-quality products. Every item undergoes strict inspections throughout its production process to ensure it meets our quality standards. If you receive a product that has any quality issues, is significantly damaged during shipping, or fails to match your order specifications, we will replace it for you at no additional charge.

Please note: Returns or refunds will not be accepted for reasons other than those stated below. Since our custom shoes are made according to your exact requirements, we strongly advise that you double-check every detail—including size, shipping address, and color—before confirming your order.

Refund Policy

Our refund policy is divided into three main scenarios: requests made before receiving your package, requests after the package has been received, and issues with delivery discrepancies.

1. Refund Requests Made Before Receiving Your Package

• Order Cancellation:
  You may cancel your order within 24 hours of placing it. A 3% fee based on the total order value will be charged as a management and transaction fee, meaning you will receive 97% of your payment back. Cancellations requested after 24 hours cannot be approved, and your custom shoes will be produced and shipped as per your order.
• Order Conversion:
  If you request to change your order within 24 hours of placing it, a new order will be created and the original one will be cancelled automatically with a 100% refund issued. Should you attempt to change your order after the processing has begun, we will inform you via email whether the conversion is possible. If the conversion request is not successful, the original order remains valid and will be fulfilled accordingly.

2. Refund Requests Made After Receiving Your Package

• Non-Conformity with Order Specifications:
  If the shoes you receive differ from your order details—whether in style, size, color, etc.—you can request a full refund. In such cases, you will be required to provide photographic evidence, which typically includes:
  • A clear picture of the product
  • An image of the shoe box
  • A photo of the shipping label
  • Photos showing measurements with a ruler (if necessary)
  Once we verify the accuracy of your images, we will approve your refund claim and send you specific return instructions. You will then need to return the shoes along with proof of purchase. Key Points to Remember:
  • Packaging Damage: International shipping can sometimes result in damage to the packaging (shoe box). If only the box is damaged while the shoes remain unaffected, your refund request will not be approved.
  • Color Variations: Due to differences in lighting and screen displays, the color in website images may differ by up to 15% from the actual product.
  • Size Accuracy: Our shoes are produced using official size guidelines. Please confirm your correct size before ordering, as we will not accept refund requests if you find that the size is unsuitable after trying them on.
  • Usage: Once the product has been used, the right to request a refund is forfeited.
  • Time Limit: The return and refund policy is valid within 7 days from the date of delivery. Requests submitted after this window will not be accepted.

3. Issues with Packages Marked as “Delivered” but Not Received

If your order status shows “delivered” but you have not yet received your package, please:

• Contact the courier to verify if the package was delivered to an incorrect or nearby address.
• Note that refund claims for packages marked as delivered—but not received, and without any signs of “porch piracy”—will only be approved if the claim is made no sooner than 5 days and no later than 15 days after the delivery date.

Important: If the package was returned to the courier or delivered to a wrong address due to incomplete or incorrect information provided by you, we will not be able to process a refund for that reason.

General Process for Returns and Refunds

Once you have submitted the necessary photographic evidence, our team will review your claim. If approved, we will issue a full refund directly to your original method of payment. The refund process typically takes around 5 business days to complete, after which the processing time depends on your bank or credit card provider.

If you do not see the refund in your account within this time frame, please verify with your financial institution or contact us for further assistance.

For any additional questions or concerns, please feel free to reach out to us at [email protected].

This policy is designed to ensure that you have a seamless and transparent experience with kickcustoms. Thank you for choosing us for your custom footwear needs.