Refund policy
# Return & Refund Policy
**CultureOfCustoms**
Last updated: July 2026
At CultureOfCustoms, every pair is hand-painted to order in our studio. Because of the made-to-order nature of our products, our return policy works a little differently than at stores selling mass-produced items. Please read it carefully before placing your order.
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## 1. Order Cancellations
You may cancel your order **within 24 hours of purchase** for a full refund, as long as painting has not yet started. Once your pair enters production, the order can no longer be cancelled, since each design is created specifically for you.
To cancel, email us at **contact@cultureofcustoms.com** with your order number as soon as possible.
## 2. 14-Day Return Window
You have **14 days from the date of delivery** to request a return.
To be eligible for a return, your item must be:
- **Unworn** (indoor try-on only, on a clean surface)
- In its **original condition**, with no marks, creases from wear, or alterations
- Returned in its **original packaging**, including any inserts or extras
To start a return, email **contact@cultureofcustoms.com** with your order number, the reason for the return, and photos of the item. We will reply within 1–2 business days with return instructions. Please do not send your item back without contacting us first — returns sent without prior approval cannot be accepted.
Unless the item is defective or we made an error (see Section 4), **return shipping costs are the customer's responsibility**. We recommend using a tracked shipping service, as we cannot be responsible for returns lost in transit.
## 3. Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your **original payment method within 5–10 business days**. Please note that your bank or card provider may need additional time to post the refund.
Original shipping costs are non-refundable, except in cases of defective items or errors on our part.
## 4. Defective, Damaged, or Incorrect Items
Please inspect your order upon delivery. If your item arrives **damaged, defective, or is not what you ordered**, contact us at **contact@cultureofcustoms.com** within **72 hours of delivery** with your order number and clear photos of the issue.
If the issue is confirmed, we will offer you — at your choice — a **free repair, a replacement pair, or a full refund**, including shipping costs. We cover all shipping in these cases.
## 5. Size Exchanges
Because each pair is painted on the specific size you select at checkout, please double-check your size using our **Size Guide** before ordering.
If you receive your order and the size doesn't fit, contact us within the 14-day window. Where the same base sneaker is available, we may offer a **one-time size exchange**: you return the unworn pair (return shipping at your cost) and we paint a new pair in your correct size. Production and shipping timelines for the new pair apply (typically 10–12 business days in total).
## 6. Non-Returnable Situations
We cannot accept returns or issue refunds in the following cases:
- Items that show **signs of wear or outdoor use**
- Returns requested **after the 14-day window**
- Items returned **without prior approval** from our team
- **Sale or discounted items**, unless defective
## 7. Late or Missing Refunds
If you haven't received your refund after 10 business days, first check with your bank or card provider, as processing times vary. If the refund still hasn't arrived, contact us at **contact@cultureofcustoms.com** and we'll help track it down.
## 8. Contact
For any questions about returns or refunds, reach us at:
**contact@cultureofcustoms.com**
We typically respond within 1–2 business days.
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*CultureOfCustoms is not affiliated with, sponsored by, or endorsed by any footwear brand. All customizations are original, hand-painted artwork applied to authentic, legally purchased sneakers.*