RETURNS, EXCHANGES & OUR 90-DAY FIT & QUALITY PROMISE

Every pair of Custom Kiks footwear is made to order after your purchase is placed. Because your shoes are made specifically for your order, we do not handle returns the same way a traditional retail store does.

That said, we stand behind what we make. Your order is backed by our 90-Day Fit & Quality Promise.

 

ORDER CHANGES & CANCELLATIONS

Orders may be canceled or edited within 12 hours of purchase.

After 12 hours, your order may enter production and we usually cannot cancel, refund, or change the order. Please review your size, shipping address, and design details carefully before placing your order.

 

EUROPEAN UNION RIGHT OF WITHDRAWAL

For eligible orders delivered to customers in the European Union, you may withdraw from your online purchase within 14 days after delivery without providing a reason.

You may also submit a cancellation request for eligible unfulfilled items.

To exercise this right, visit our Withdraw, Cancel or Return an Order page and submit your request through your customer account. You may also contact cs@customkiks.com with your name and order number.

After notifying us, please follow the return instructions provided. The customer is responsible for the direct cost of return shipping unless the item is defective, damaged, or incorrect.

When a complete order is withdrawn, we will refund the eligible product payment and the cost of standard outbound delivery, if charged. Additional costs for expedited or premium delivery are not refundable. We may wait to issue the refund until we receive the returned goods or evidence that they have been shipped back.

Customers may inspect footwear as they reasonably would in a store. A deduction may be made for diminished value caused by handling or use beyond what is necessary to inspect the product.

This section applies in addition to any other rights available under applicable consumer law.

OUR 90-DAY FIT & QUALITY PROMISE

If there is a fit issue, production defect, damage, or incorrect item, contact us within 90 days of delivery and our team will help make it right. This promise is in addition to, and does not limit, any rights provided under applicable consumer law.

Depending on the issue, we may offer:

- a replacement pair

- a size remake

- a repair or correction

- store credit

- a refund if we cannot reasonably resolve the issue

Photos, fit details, or additional information may be required before approval.

Our 90-Day Fit & Quality Promise does not cover missed event dates unless an expedited upgrade was confirmed by our team.

 

SIZING ISSUES

We know sizing can be tricky, especially with made-to-order footwear. If your shoes do not fit, contact us within 90 days of delivery.

In approved sizing cases, we may offer a one-time remake in a better size. Shoes must be unworn and the issue must be reviewed by our team.

Please review the size chart before ordering. If you are unsure, contact us before placing your order and we’ll help you choose the best size.

WHAT IS NOT COVERED

Because each pair is made to order, we cannot accept returns, refunds, or exchanges for these reasons, except where applicable consumer law provides otherwise, including the European Union right of withdrawal:

- change of mind

- buyer’s remorse

- event, trip, or deadline timing

- color or design preference after production begins

- customer-entered address errors

- normal wear and tear

- worn items damaged after delivery

- unauthorized returns

 

RETURN SHIPPING

Please contact us before sending anything back. Items returned without approval may be declined.

If a return is approved, our team will provide instructions. Return shipping costs may be the customer’s responsibility unless the issue was caused by a production error, wrong item, or verified defect.

HOW TO START A REQUEST

Email cs@customkiks.com with your order number, a description of the issue, and clear photos if applicable.

Please allow up to 5 business days for our team to review your request.