FAQ's

How long will my order take?

All orders are made to order (sourced, and customised for your specific size requested, only after the order has been made)


Shipping times vary for each release. Please refer to the product description on the item you want to purchase for more information on shipping times.

Generally orders ship in around 10-12 working days but this is only a rough estimation.  

Do You Ship Internationally?

Yes, international shipping is available at the checkout.

Can I return my order FOR A REFUND?

As each shoe is made specifically to order, we cannot accept returns on items once purchased. Please refer to T&C's at the bottom of this page for more information.

What Payment Methods Are Accepted?

Our only payment method is Paypal. We appreciate this may not be available to everyone, and have plans to accept more payment methods in future!

How do I order my own custom design?

To order a design not on our website simply email customsbyjw@gmail.com or DM us on Instagram @customsbyj1

If my order is shipped internationally, will i have to pay customs fees, duties, or taxes?

Orders from inside of the U.K will not have to pay customs fees, duties or taxes.


If you are ordering from outside of the UK, your order will be subject to any relevant fee's, duties or taxes applicable. If your order is under the value of £130 (amount is subject to change so please see your countries guidelines before ordering) then you will not have to pay import fee's. However you may still be charged shipping related fee's by the courier used to deliver internationally.

Terms & Conditions

Returns

As each shoe is made specifically to order, we cannot accept returns on items once purchased. However, if a return or refund is agreed under very special circumstances, the customer is responsible for covering any return postage costs to the return address provided. We are not responsible for any missing parcels, and advise that you send any packages with full tracking in order to cover for loses.

Missed Deliveries / Items Returned To Sender

In any case that you miss your delivery, we are not held responsible for items being returned back to our return address provided. The return address is provided simply so that in the event of an undelivered item, we are able to receive back the package and organise a redelivery (at the cost of the buyer).

In the event that you also miss a redelivery, you would again have to cover additional costs for another delivery to be arranged.

Restocking & Admin Fee's

In very special circumstances, and at our discretion, we may accept returned parcels (contaning unworn, undamaged and unopened items) back into inventory. Your order may be subject to admin or restocking fees. 
- Restocking fee is £100.
- Admin fee's are £30. 

This would only be considered on a case by case basis, for e.g (but not limited to):
- You have missed mutiple deliveries and redeliveries. 
- The parcel has been returned, and you will not be available for a redelivery due to holiday/being out of the country.

This fee is calculated based on time spent making the order, costs and material fees used in the process, and other fee's incurred in the process of fulfilling your order.

If you have any questions please do not hesitate to email customsbyjw@gmail.com and your email will be looked at within 24-72 hours.