By placing an order with kickcustoms, you confirm that you have carefully read, understood, and agreed to the policies outlined below.
Quality Assurance & Customized Order Notice
At kickcustoms, we take immense pride in the quality of our products and stand firmly behind our workmanship. Every item is made-to-order, ensuring a high level of craftsmanship tailored to your specifications. In the rare instance that a product arrives with defects or errors stemming from our side, we will replace it at no additional cost.
Due to the custom-made nature of our products, we generally do not accept returns or exchanges for issues such as incorrect size, design, or color selections. Please ensure that you have reviewed all order details—including size, design, and shipping information—carefully before confirming your purchase. Additionally, note that our products are manufactured to meet current market demand and are sometimes not readily available as off-the-shelf items. The images on our website might also display a color variation of up to 20% compared to the actual product because of differences in lighting during photography or monitor display variations.
Returns
We accept returns only if the product shipped by kickcustoms is faulty due to our error (for example, if you receive the wrong item or a damaged product). To be eligible for a return, you must include all items along with your proof of purchase.
To initiate a return, please contact our support team at [email protected] with your receipt or purchase confirmation. Please be aware that the cost of return shipping is your responsibility.
Refunds
Our refund policy is valid for 7 days from the date you receive your item. If this period has passed, we regret that we cannot offer a refund or exchange.
After we receive and inspect the returned product, we will notify you via email regarding the approval or rejection of your refund request. Should your refund be approved, it will be credited back to your original payment method within a few days. If you do not see your refund after this time, please:
- Verify your bank or credit card account,
- Contact your credit card company (as processing may take additional time), or
- Reach out to your bank (refunds can take approximately 5 business days to process).
If, after these steps, you still haven’t received your refund, please contact us at [email protected].
Exchanges
Exchanges are only available if the product is defective, damaged, or incorrect due to our error. For an exchange of the same item, please email us at [email protected]. Once your claim is reviewed and approved, we will provide you with the necessary return address.
Required Evidence for Returns and Replacements
Providing clear evidence is essential to process your return or replacement successfully. Please ensure you submit all the required photos corresponding to the issue:
- Wrong Product Shipped:
- A clear photo of the product you received
- A photo of the shipping label
- Size Discrepancy:
- A photo of the shipping label
- A photo showing the product being measured with a ruler
- An image of the size tag on the outsole
- A photo measuring the insole length (if applicable)
- Damaged or Broken Items:
- A clear photo of the damaged item
- A photo of the shipping label
Order Cancellations
If you change your mind or need to modify your order, please contact us at [email protected] with your order number and the specific change you would like to make. Keep in mind that:
- Order cancellations or modifications are only eligible within 24 hours of placing the order.
- Beyond this time frame, orders are locked for processing and cannot be cancelled.
- A management and transaction fee amounting to 3% of the total order value will be applied if a cancellation is accepted.
- If you switch your order by placing a new one, our system will automatically cancel the previous order and refund the full amount.
Holiday Season Notice
Please note that during busy periods such as the Christmas and New Year season, you should choose the appropriate shipping option at checkout to ensure timely delivery.
If you have any additional questions or require further assistance, do not hesitate to email us at [email protected].
Thank you for choosing kickcustoms.
