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FAQ

FREQUENTLY ASKED QUESTIONS

ARE THE SHOES AUTHENTIC?

All of our shoes are 100% authentic. 
We are NOT affiliated with any other shoe company or brand.
Every shoe is lawfully purchased at full retail. We then add our own custom artwork before selling.
We include authentication details with your purchase

CAN I REQUEST A CUSTOM DESIGN ?

Yes, please see the “DESIGN YOUR OWN” section of our shop.

CAN I SEE PROGRESS SHOTS OF MY SHOES?

Unfortunately we can not send progress shots of your order.
Pictures of the finished shoes will be published on our social media pages.

WHAT SIZES ARE THE SHOES LISTED IN?

All of our customs are listed in US sizing. Please check the size charts for the brand of shoe you are ordering, We also strongly recommend that you measure your feet to get accurate sizing.  If in doubt go and try some on in a retail outlet . 
VIEW  SIZE CHARTS HERE

DO YOU OFFER A WARRANTY?

 We offer a 12 month warranty on all our custom work. Please see our terms and conditions for more info. 

CAN I EXCHANGE IF I BUY THE WRONG SIZE?

 We strongly recommend that you measure your feet to get accurate sizing.  However we do understand that mistakes can be made so we will exchange them if you make a mistake with the sizing. Please see our terms and conditions for more info. 

WILL THE PAINT COME OFF?

We use the highest quality paints and materials. The finish  is flexible, waterproof, crack-proof and tough. It is also very soft to touch. (feels just like leather)
The artwork will not fall off and with normal use should last the life of the shoes.
Please expect normal wear and tear as with any shoe, bag or wallet.

IS THE DESIGN WATERPROOF?

Yes the design itself is waterproof and to be 100% certain we also finish all our customs with a waterproof sealer.

HOW ARE YOUR NON PAINTED DESIGNS BETTER THAN OTHER  TRANSFERS ? 

Some of our custom shoes include none painted designs which are covered by our customer satisfaction guarantee.

1.We use professional quality commercial grade printer/cutting machines that print with weather proof ink and accurately cut out each image precisely . ( not home desktop inkjets with waterbased ink and craft cutters)

2. The ink itself is water, scratch and UV resistantance up to three years outdoors!
We print on Professional grade vinyl that is specially designed to be applied to leather. ( not craft quality iron on)

3.We use commercial grade heat presses that apply the transfer at very high temperatures (not mini craft irons)

4. We also add an additional waterproof finisher for extra durability ( it is not the only waterproof layer)

HOW LONG WILL IT TAKE TO GET MY ORDER?

Some sizes are in stock and can be painted immediately, whereas some have to be  ordered, as this takes some time, turnaround time is approx 3-4 weeks from when you place your order. (N.B It can sometimes take longer than this depending on the design requested and our current work load.)

If you require  the shoes for a specific date please let us know when ordering and we will do our best to get them to you in time.

Tracking is available with all orders.

During peak holidays such as Christmas we get very busy so please allow an extra week for your order. 

HOW MUCH IS DELIVERY?

We offer FREE stand delivery. Express delivery is also available and is calculated at checkout. Please note that this doesnt change the turn around time for custom shoes, only the delivery time.

WHERE ARE YOU LOCATED?

We are in NSW, Australia. 
Please see our contact page for more info.

DO YOU ACCEPT RETURNS?

We do not offer returns on change of mind however we do offer a customer satisfaction guarantee so that you can exchange and get a top quality product in the correct size. See Here

What payments do you accept?

We have a number of secure payment options including  Bank Transfer ,Credit Card, PayPal , Afterpay, Openpay, Laybuy and Lattitude Pay. Cash or card is also an option if you are collecting from our studio. 
Afterpay and Laybuy are also available to Canada and the UK

DO YOU SHIP INTERNATIONALLY?

Yes we do. We offer free shipping to Australia , New Zealand and a flat rate to All other countries which will be quoted at the checkout.

I ORDERED SOME SHOES AND I HAVENT HEARD FROM YOU?

You will receive an email confirming your order, you will also receive an email with your concept design if you ordered one.  We usually send this to you just before we begin customising your shoes. You will then receive an email on completion with a tracking number for delivery. We dont often contact you at any other time unless there is a problem with your order.

payment methods at mad alice custom kicks