Refund Policy

Everything at Customs Den has been carefully hand crafted and made individually for you. Due to the nature of our products, we are unable to refund or exchange your custom items for reasons such as change of mind or damage as a result of regular wear and tear. 

Customs Den DO NOT offer refunds or cancellations due to change of mind (inclusive of sizing and choice of design). If you have selected an incorrect size, please contact info@customsden.com.au within 12 hours to ensure a correction is made.

If on the rarest of occasions your item is faulty on arrival, please send your order number and a photo of the damage to info@customsden.com.au and we will resolve the issue. As our products are hand crafted, from time to time there may be small imperfections or variations when compared to our websites product image. We dedicate a significant amount of energy to ensuring we produce a quality product so we kindly ask that you appreciate the slight variations in your individual product.

Our printed designs are added as an additional layer to the shoe and sealed for extra durability. These are specialty items and are not intended for daily use or rigorous activities.

If an item is defected upon arrival, it must be returned to us in their original condition (undamaged and unworn). Once the product has been worn, it can not be returned. Customs Den will make a decision regarding a refund after the product has been reviewed.

 

Manufactured Shoe Defect
If the original retail shoe or item is faulty, and the shoe has not been worn, we will gladly offer a full refund or exchange of item once the shoe has been returned to Customs Den.

Custom Design Defect
If our custom design is faulty, and the shoe has not been worn, we will repair the product within a reasonable time. The shoe will need to be returned to us. If the shoe can not be repaired within a reasonable time, we will offer a full or partial refund.

 

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