Shipping Policy

By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

SHIPPING TIMEFRAME

The time frame for order delivery is divided into two parts:

• Processing/Production:
  Order verification, tailoring, quality check and packaging. All orders received and production time begins. Our production time is 2-5 weeks and depends on the availability of shoes and resources. During this time period we hand craft your custom item and ready it for dispatch.
• Shipping Time:
  This includes the time it takes to ship from Customs Den to you. The period will depend on the end location.

FREE STANDARD SHIPPING ON ALL AUSTRALIAN ORDERS

Estimated Shipping Timeframe:

Australian Domestic Shipping: 1-9 business days

• NSW (2-3 business days)
• ACT (3-6 business days)
• VIC (3-4 business days)
• NT (6-11 business days)
• OLD (4-5 business days)
• SA (5-6 business days)
• TAS (6-8 business days)
• WA (6-8 business days)

• New Zealand (7-12 business days)
• USA (10-18 business days)
• UK (12-22 business days)

Our shipping timeframe is an estimation and is subject to change due to factors such as public holidays, weather delays, unforeseen circumstances and the availability of resources.

Your item will be shipped in the original Nike Box in a mailing bag. Please note that we only provide the box for extra protection during transit. Any damages to the box is out of our control.

TRACKING YOUR PARCEL

It is your responsibility to ensure you stay up to date with your tracking details. We do not individually track orders on your behalf. We provide a tracking number which is sent out with the 'order shipped' notification at the time of dispatch. If your parcel is marked 'attempted delivery' it is your responsibility to follow the steps provided by the courier. The courier may leave an attempted delivery slip/card. However, this is not always the case which is why we recommend monitoring your parcel with your provided tracking number. In most cases you will need to contact your local postal provider in which you need to organise to pickup within a reasonable time before the parcel gets marked as 'returned sender.'

Returned to sender:

If your order is marked as 'returned to sender' and shipped back to us, you will be liable for any costs related to the re-shipment of your order and will be emailed an invoice.

Partially fulfilled orders:

In some cases we may partially fulfil your order, this can result in your order being delivered in separate shipments.

Missing or lost packages:

If you believe your item is missing or lost, we do encourage you to check your premises carefully as the courier may have left it in a safe place. In some instances your parcel may have been left with a neighbour. The courier may have left a slip for redelivery or requested that you pick up your parcel at your local post office.

In the case that your delivery has been marked 'delivered', please contact us after 2 business days and before 10 days from the date the package was marked 'delivered.'

You have 48 hours from the time of your delivery being marked 'delivered' to contact us regarding missing or lost packages.

For International Deliveries:

By purchasing our products you agree that you are responsible for any fees and expenses associated with importing and sending your order internationally. Please note that some countries require customers to pay an amount for tax & duty. Please look into your countries customs tax and duty costs. In the event that your order is marked as 'return to sender' and shipped back to us, you will be liable for any costs related with the re-shipment of your order and will be emailed an invoice.

For all customer service enquiries, please submit an enquiry at info@customsden.com.au