I. WHEN WILL YOU SHIP MY ITEMS?
• All items are subject to a handling period before they are dispatched.
• 99% of orders leave the warehouse within 7-10 business days of payment.
• We will notify to you by email when your items have been shipped.
• This refers to the time it takes for items to be shipped from our warehouse to the destination.
• International delivery usually takes about 15–20 business days.
• US orders are shipped by E-packet, takes about 8-12 business days which is a US Postal Service product.
• After processing and leaving the warehouse, items usually take between 21 and 30 business days to arrive at their destination but can take longer from time to time
II. WHEN WILL I RECEIVE MY ITEM(S)?
• For other special offers and giveaway items, please allow from 2 to 4 weeks for delivery as they may be shipping from other countries.
• For international shipping allows from 3-7 weeks.
III. WHERE ARE MY ITEMS COMING FROM?
• Although our fulfillment house is located in Asia, some of our specialty items are located in other countries such as Australia, Germany and United Kingdom.
IV. WILL MY ITEMS BE SENT IN ONE PACKAGE?
• For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
• Please keep this in mind when receiving deliveries.
V. WHICH SIZE I SHOULD ORDER?
• We attach the size chart here and we use 2 size (Our size and convert to US size), which let you have more choices no matter where you come from.
VI. HOW CAN I MODIFY MY ORDER?
• We only allow order modification within 24 hour since payment.
• Please contact us via email@example.com
VII. WHETHER DO I RECEIVE MY ORDER IN MY COUNTRY?
• We ship to more than 200 countries (United States US, Canada, Australia, New Zealand, United Kingdom, France, Spain, Germany, Netherlands, Belgium, Switzerland, Poland, Mexico, Brazil, United Arab Emirates, South Africa, etc...), and you can enjoy on all items sold on the Store.
VIII. HOW CAN I TRACK MY ORDER?
• We provide tracking numbers for all orders.
• It may take up to 7-10 business days after your order has shipped for your tracking information to become available online (it might take longer depending on how fast the postal services are processing shipments).
• You can track your order via below link: https://thecustomee.com/pages/track-order
• If you cannot find your tracking number, contact our support team via email address: firstname.lastname@example.org.
IX. WHAT IS YOUR RETURN AND REPLACEMENT POLICY?
All of our products only have 30 days of warranty so all claims should be requested during this period. More than 30 days after receipt of the item, we will not accept any return or exchange requests.
Conditions to request:
• The products are crashed or damaged.
• The print quality is blurry or not the same as pictures in our website.
• Different design or size from your order.
In the rare event that you are unhappy with the fit of your shoes, we will process an one-time free exchange for you. Refunds will not be issued for sizing disputes, only exchanges are allowed. Size exchange requests that differ by more than 2 sizes from the original size ordered will be considered a customer-input error and will not be eligible for exchange.
• You should contact us before returning your item. If we do not know the reason why you return it or we cannot receive it, we will not take any responsibilities for your issue.
• Products must be returned in their original condition and packaging with all included parts. You are responsible for the cost of the return shipment.
X. WHICH EVIDENCE SHOULD I SUBMIT FOR RETURN OR REPLACEMENT?
• Submitting all evidences to clarify shipping/product error is very important to our return/replacement process.
• All claims should be clear and detailed.
• Please note that all required pictures must be sent. Otherwise, we cannot provide return/replacement items.
• You can find the attached pictures for example:
• Picture of shipping label
• Picture of product SKU
• Picture of the product and the error you found out (material flawed, different design, different size)