FREE US & UK SHIPPING ON ALL SNEAKER ORDERS.

Last updated on: Nov 07, 2022

We hope you love your new purchase with Custom By She. But in case you're not 100% satisfied, you may have your return within 7 business days of receiving the item.

How to lodge a return?
To request a return, please email support@custombyshe.com with your order number and your request.

Once you’ve submitted your return request, we will contact you with details of your return so that you can send your item(s) back to us. Returns are usually processed within 7 days of receipt and you’ll receive an email detailing your return once this has been done.

Goods for return are at the customer's expense.

What is our return policy?
All returned & exchange orders will be issued with a store credit to the value of the item(s) returned, less $18 restocking fee. (store credit are valid for 12 months.)You must submit your return request within 7 days of receiving your order. Change of mind including instances where a style/size didn't suit you or did not fit how you wanted or expected it to. You must submit your return request within 7 days of receiving your order. We are unable to offer exchanges for any returned items.

RETURNS WILL ONLY BE ACCEPTED WHEN:
Items are in their original condition.
Items are in their original packaging.
Tags remain attached to garments.
Garments are unworn, unwashed and unstained.

WE DO NOT ALLOW RETURNS FOR THE FOLLOWING:
• Products received without authorization.
• final sale items, items purchased on promotion at 20% off or more.
• Products received in a condition other than their original condition.
• Products without their tags attached.
• Products that appear worn, smell of perfume, smoke, deodorant or body odour.
• Products that are marked or damaged in any way, that includes, fake tan, deodorant and makeup.

Our returns department has the right to refuse any returned item that does not meet the original condition. In this instance, the returned item WILL NOT be sent back to the consumer.

WE ARE NOT RESPONSIBLE FOR ANY:
• International shipping delays.
• Customs duties or taxes fees.
• Lost, stolen, or damaged shipments during the transit.

The buyer assumes all responsibilities of claims made with the shipping carrier and all duties/fees incurred on the shipment. Please check your package on its way back. We will not be responsible if your package got send back due to customs duty unpaid.

Received faulty items?
If you believe an item you've purchased from us is faulty, incorrect or you're missing an item, please send us the following info at support@custombyshe.com


Your order number
Item name
Photos that show:
The fault as clearly as possible
Full-length photo of the item
The Custom By She shipping label including tracking number

All claims need to be made within 7 days of receiving your order. Once we confirm the custom sneakers was faulty, or there was a dispatch error by Custom By She. We will be issue full payment back to the Customer's original payment account within 7 days.


Can I exchange my items?
You will receive a store credit after we received your return package and inspect all the items are in good condition. If you'd like to know how to return your items, contact us at support@custombyshe.com


What if I have problems with my order after 7 days of receiving it?
1.PLEASE reject damaged, broken packages and/or take photos ASAP as evidence. The first thing you'll likely to do is to contact you local carrier. If you couldn't find the courier, please refer to our Shipping/ Ordering Policy.

2.If you need assistance. Send us the evidence of the damaged package. We'll do our best to fight with postal service for you. Email us info below:


Your order number
The photos of items you received
Packaging and shipping label with the stated tracking number


Return Address:
Please contact us at support@custombyshe.com before send back your order. and we will get back to you within 32 hours. Our customer service team are available from Monday- Friday.


Customs & Import fees?
Most of the time you don't get charged customs fees unless you are in a country like Saudi Arabic. For more information, please check with the local Customs and Border Protection Department. If you're still unsure on whether you'll be subject to customs fees, we'd recommend contacting your local customs office for more information before placing your order.


Important notice:
Please note we are not responsible for any international loss, damage, or customs fee for the return package. It's also your responsibility to check if the destination country imposes any duties, taxes, brokerage fees, or any other fees on the item you're sending. If you're unsure, please contact the consulate office of the destination country.
Please make sure you don't include non-Custom By She items by accident in your return package. We will not be responsible for sending back those items to you.