No - discounts, vouchers and store credit cannot be exchanged for cash.
Our production time is 3-5 weeks before dispatch. This time may vary depending on the order volume at the time of order and is just an estimation
We don’t provide updates during production time unfortunately which means you’ll only ever receive two notifications, one being an order confirmation and two being an order shipped email.
We do have a 3-5 week production time before dispatch. Once your shoes have been dispatched you will receive an order shipped email with tracking details.
Alternatively you can track the progress of your order here
It will be marked “order received” as part of our 3-5 week production time before dispatch. On the tracking page you can also see the estimated dates of when it’s expected to be dispatched.
Parcel ready means that it’s ready for dispatch.
We are working as fast as we can to dispatch orders as quickly as possible!
We ship worldwide! Please note, due to Covid-19 there are some delays. Please be patient as we do our very best to get your order out to you!
FREE STANDARD SHIPPING ON ALL AUSTRALIAN AND NEW ZEALAND ORDERS OVER $75 AUD.
Australia *orders under $75* - $10
New Zealand *orders under $75* - $15
International - prices calculated at checkout
Here’s our process: you order, we customise your sneakers, then they’re ready to be shipped! Ordering only takes a few seconds. Customisation time is listed in the details on any product page. Once your sneakers are ready to be shipped, you’ll receive a shipment notification email with a tracking number. Shipping estimate timeframes are listed here
Please refer to the current production time in the banner on our page as well as in the product descriptions.
Our delivery estimates should be used as a general guide only. Shipping times may vary/change without notice.
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)
7-12 business days
10-18 business days
12-22 business days
For any other countries, please email us at email@example.com so we can provide an accurate delivery time.
You can login to your Customer Account and click on ORDER HISTORY to open up your order and view tracking. You can alternatively visit our Track Order page. If you do not have an account you can search your emails for our tracking email. If there is no tracking link, it means your order is still in the customisation time frame. If it has exceeded the estimated turn around time, please contact us for an update on your order.
Your package will be left in a safe place and marked as delivered by Australia Post. We are not liable for lost or stolen packages once it is marked as delivered. If you have Route shipping insurance you will be covered.
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.
Refunds & Returns
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.
If on the rarest of occasions your item is faulty or incorrect on arrival, please send your order number and a photo of the damage to firstname.lastname@example.org and we will try our best to resolve the issue.
Route Package Protection
Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.
Purchased Route+ and need to file a claim?File here
To protect your order against loss or theft, add Route+ package protection at checkout.
When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us and we will be happy to work with you to remedy the situation.
Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.