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REFUND & RETURN POLICY

DO YOU TAKE RETURNS AND EXCHANGES?

We Sure Do! Please read our returns policy below! If you meet the criteria below, you can simply return your item(s) to our warehouse via this link:

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https://thecustomee.com/pages/order-changing-request

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*** ALL RETURNS MUST BE APPROVED BY OUR SUPPORT TEAM PRIOR TO BEING SENT. FOLLOW THE LINK ABOVE TO HAVE YOUR RETURN REQUEST REVIEWED ***

If your order has been paid and you need to make a change or cancel an order, you must contact us within 24 hours. Out of the time, we will not be able to cancel/change your order any more. 

Requests for returns or exchanges must be made within 30 days of receiving your order. Personalized items cannot be exchanged as we cannot stock them. 

If you need to return or exchange your order, please read the following instructions carefully:

REASONS WHY YOU WANT TO RETURN OR EXCHANGE YOUR ORDER?

REFUNDS

If you didnot receive the product within the guaranteed time (60 days not including 7-10 days processing) you can request a refund or a reshipment. If you received the wrong item, you can request a refund or a reshipment. 

  • Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
  • Your order did not arrive due to exceptional circumstances outside the control of TheCustomee (i.e. not cleared by customs, delayed by a natural disaster).
  • Other exceptional circumstances outside the control of TheCustomee.

If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

EXCHANGES

We only replace items if they are defective, damaged or wrong measurements with our size chart.

  • You will be responsible for paying for your own costs if there is any unplanned cost.
  • Depending on where you live, the time it may take for your exchanged product to reach you may vary.

In the rare event that you are unhappy with the fit of your shoes, we will process a 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.

WE DO NOT ACCEPT RETURNS OR EXCHANGES IF

  • You want a refund/return because you "changed your mind". We print on demand and therefore we cannot accept returns with that inquiry.
  • You do not use the link above to have your return request reviewed and approved by our team, prior to you sending your product back.
  • We do not accept the refund request for material reasons. 
  • We do not accept exchange regards to the wrong size ordered because when you accept to pay, you have automatically accepted your chosen size. Please see our size chart carefully before placing your order because our size is based on the UK size so it's a little bigger than the normal
  • The item(s) have been worn or washed
  • The item(s) have been altered in any way
  • The item(s) are in any way defective from the original and salable condition, unless the condition is our fault
  • The item(s) do not have the original tags on them
  • The item(s) were a Final Sale item

 

Any further questions about our return policy?

Please send us an email at support@thecustomee.com and we will help you out to the best of our abilities!

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