FAQs

CUSTOM REQUESTS

Can I create my own design?

We definitely do accept custom requests and would love to bring your vision to life! Please email us at hello@thecustomsneakerco.com and we'll send over an information pack with all the details!

OUR PROCESS

How long does it take for my sneakers to be customised?

We have an estimated 4-6 weeks production time before dispatch. This is due to every order being customised specifically to order as well as an increase in order volume and demand. Please note that this time is an estimation only and can be subject to change at any time

What does the process look like after I have placed an order?

- We receive your order

- We source your sneakers in the size you ordered from an authorised retailer.

- Once your pair arrives, they undergo a quality check before being allocated to your order.

- We prep the sneaker and start the customisation process. We have 2 custom sneaker artists that carefully handcraft each pair to order.

- Your sneakers will then go through one more final quality check. We check the design and size to ensure everything matches your order.

- We pack your sneakers and print off a shipping label. 

- Your order gets picked up by Australia Post, they will then be on the way to you.

- Once Australia Post arrives and scans your parcel into their system, you will receive an "order shipped" email with tracking information. 

I haven't recieved any order updates, what is the status of my order?

We're sorry your order is taking longer than expected. Please send us an email at hello@thecustomsneakerco.com and we will get back to you as soon as possible with an update on your order.

SHIPPING

Where do you ship?

We ship worldwide from our head-quarters based in Melbourne, Australia

How much is shipping?

We offer free tracked shipping with Australia Post on all sneaker orders around Australia and New Zealand.

Australia *orders under $75* - $10

New Zealand *orders under $75* - $15

International - Please email hello@thecustomsneakerco.com so we can provide you with an accurate discounted shipping price.

When will my order be dispatched?

We do have an estimated 4-6 week production time before dispatch due to high order volumes. The reason for this is due to every pair being individually hand-crafted to order.

How long does shipping take?

Our delivery estimates should be used as a general guide only. Shipping times may vary/change without notice.

Australia:

VIC (2-3 business days)

ACT (4-11+ business days)

NSW (3-4 business days)

NT (8-11+ business days)

QLD (4-5 business days)

SA (5-6 business days)

TAS (4-6 business days)

WA (6-8 business days)

New Zealand:

7-12 business days

USA:

10-18 business days

UK:

12-22 business days

For any other countries, please email us at hello@thecustomsneakerco.com so we can provide an accurate delivery time.

How do I track my order?

You will be notified by email once your sneakers have been customised and is ready for dispatch. This order shipped email will include an Australia Post tracking number for your reference.

Will I have to pay taxes and duties for International Shipping?

Orders in Australia and NZ will not incur any taxes or duties. Shipments to any other country may incur extra charges payable once it reaches customs. The Custom Sneaker Co is not liable for these fees. It is your responsibility to look into your countries customs and duty charges.

PAYMENT

What payment methods do you accept?

Checkout securely using PayPal, Afterpay, Zip Pay, Visa, Master Card and American Express.

What currency are your prices in?

Our prices on our website are in Australian Dollars (AUD).

Can I use multiple discount codes together?

Unfortunately discount codes are not stackable

REFUNDS

Do you accept returns or refunds?

Because everything at TheCustomSneakerCo has been carefully hand-crafted made individually just for you, we unfortunately cannot refund or exchange your custom sneakers for reasons such as change of mind or damage due to regular wear and tear. Customising sneakers is an art form and this means every custom sneaker is hand-crafted for each customer’s request. 

What if there's an error or fault with my order?

If on the rarest of occasions your item is faulty or incorrect on arrival, please send your order number and a photos to hello@thecustomsneakerco.com and we will resolve the issue.