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What payment methods do you accept?
We accept the following payment methods:
Afterpay, Credit Card and Paypal
What currency are your prices in?
United States Dollar, USD
What currency will I be charged in?
You will be charged in United States Dollar (USD)
Can I use multiple discount codes together?
Discount codes are not stackable.
Can I exchange a discount or voucher for cash?
No - discounts, vouchers and store credit cannot be exchanged for cash.
How long does it take for my sneakers to be customised?
Our process time is 2-3 weeks before dispatch. This time may vary depending on the order volume at the time of order and is just an estimation.
I haven't received any updates, what is the status of my order?
We don't provide updates during production time unfortunately which means you'll only ever receive two notifications, one being an order confirmation and two being an order shipped email.
We do have a 2-3 week production time before dispatch. Once your shoes have been dispatched you will receive an order shipped email with tracking details.
It will be marked "order received" as part of our 2-3 week production time before dispatch. On the tracking page you can also see the estimated dates of when it's expected to be dispatched.
Parcel ready means that it's ready for dispatch.
We are working as fast as we can to dispatch orders as quickly as possible!
Where do you ship?
We ship worldwide please note, due to Covid-19 there are some delays. Please be patient as we do our very best to get your order out to you!
How much is shipping?
FREE STANDARD SHIPPING ON UK AND US ORDERS.
International - prices calculated at checkout
Here's our process: you order, we custom your sneakers, then they're ready to be shipped!
Ordering only takes a few seconds. Customisation time is listed in the details on any product page.
Once your sneakers are ready to be shipped, you'll receive a shipment notification eamil with atracking number.
When will my order be dispatched?
Please refer to the current production time in the banner on our page as well as in the product descriptions.
How long does shipping take?
Our delivery estimates should be used as a general guide only. Shipping times may vary/change without notice.
USA: 9-15 business days
UK: 7-15 business days
CA: 12-18 business days
AU: 7-15 business days
For any other countries, please email us at email@example.com so we can provide an accurate delivery time.
How can I track my package?
You can login to your Customer Account and click on ORDER HISTORY to open up your order and view tracking. If you do not have an account you can search your emails for our tracking email. If there is no tracking link, it means your order is still in the customisation time frame. If it has exceeded the estimated turn around time, please contact us for an update on your order.
What if I'm not home?
Your package will be left in a safe place and marked as delivered by courier.
Will I have to pay taxes and duties for International Shipping?
Orders in US,UK AND AU will not incur any taxes or duties. Shipments to any other country may incur extra charges payable once it reaches customs. Coustom By She is not liable for these fees. It is your responsibility to look into your countries customs and duty charges.
REFUNDS & RETURNS
Do you accept returns or refunds?
Because everything at Custombyshe has been carefully hand-crafted made individually just for you, we unfortunately cannot refund or exchange your custom sneakers for reasons such as change of mind or damage due to regular wear and tear. Custom sneakers is an art form and this means every custom sneaker is hand-crafted for each customer’s request.
What if there's an error or fault with my order?
If on the rarest of occasions your item is faulty or incorrect on arrival, please send your order number and a photo of the damage to firstname.lastname@example.org and we will try our best to resolve the issue.
Can you customise my chosen design on sneakers?
Yes we absolutely can! Please message us on instagram @custombyshe or email email@example.com