Refunds and Returns

Custom pieces — your chosen sizes, design, colours or artwork — are made only for you and can't be resold, so we don't refund them for change of mind.

If something's actually wrong, you're covered. Faulty, damaged in transit, not what you ordered, or not the size you ordered — you'll get a full refund regardless of how custom the piece is, and we'll cover your costs.

You can still send a custom item back if you're unhappy with it, but please understand we assess these after inspection and a change-of-mind return on a custom piece is unlikely to be refunded. If you're on the fence, message us first — we'd rather talk it through and find a solution than have you spend $10.00 on postage for nothing.

Anything returned to us needs to be in original condition: unworn, unwashed, unaltered and undamaged, with original tags still attached.

Shoes should be returned in their original box, and we ask that you double-box them for the trip back. A shoe box used as the outer parcel almost always arrives crushed, and damage in transit can affect your refund.

Gift cards can't be returned or exchanged, and aren't redeemable for cash.

1. Start your return within 12 days of your order being dispatched on our returns page. You'll need your order number and the email you used at checkout.
2. Tell us what's wrong and pay the $10.00 return label fee. We'll email your prepaid label within a few minutes.
3. Post it back within 7 days, double-boxed and in original condition.
4. We inspect it when it arrives and assess your refund based on what we find.

Not automatically. We make the decision after your item arrives and we've inspected it, based on what we actually find.

You'll get a full refund if the item is faulty, damaged in transit, not what you ordered, or not the size you ordered. In those cases we also refund your $10.00 label fee and your original shipping — the mistake was ours, so you shouldn't be out of pocket at all.

You may not get a refund if the item is exactly as ordered and free of faults, particularly on custom pieces made to your specification. In that case the label fee isn't refunded and a restocking fee may apply.

Either way we'll contact you with our assessment before finalising anything, and we'll explain our reasoning. If you disagree, tell us — we'd rather work it out than have you feel stung.

Start your return within 12 days of your order being dispatched. Because our pieces are made to order and production times vary, that window doesn't start when you place your order.

Once you have your label, please post the parcel back within 7 days.

The return address is printed on the prepaid label we email you — you don't need to write anything yourself.

Attach the label to the outside of your parcel, covering any old labels, and drop it at any Australia Post outlet. Keep your lodgement receipt until your return has been processed.

You pay $10.00 upfront for the prepaid label, which saves you working out postage and queueing at the counter.

If the fault turns out to be ours, we refund that $10.00 along with your order. Faulty, damaged, wrong item or wrong size sent are all on us, and you won't be left carrying the cost.

For returns where we find no fault, the label fee isn't refunded.

We package everything to survive the courier, but occasionally things go wrong. Contact us as soon as you can with photos of the damage and the packaging it arrived in.

If you selected insurance at checkout, we'll refund items damaged in transit. Without insurance we'll still work with you on a solution — tell us what's happened.

That's on us and we'll fix it properly. Let us know what you ordered and what turned up.

We'll ship the correct item within 1–2 business days and provide a prepaid label to send the incorrect one back. If the size or colour we made isn't what you ordered, we'll either remake it correctly at no cost or give you a full refund including return shipping — your choice.

Screens vary, and hand-mixed paint doesn't always photograph identically. We work hard to represent colours accurately, but a slight difference between your screen and the finished piece is normal and isn't considered a fault.

If what arrived is a genuinely different colour to what you ordered, that's a different story — contact us and we'll remake it or refund you in full.

Where we've made an error, we'll usually offer to remake the item correctly as an alternative to a refund — for a custom piece that's often the better outcome, since you still end up with the shoes you wanted.

Straight size-swap exchanges aren't possible on custom work, because each pair is painted for a specific order rather than pulled from stock.

We process approved refunds within 2 business days of your return arriving and passing inspection. Refunds go back to your original payment method.

From there it's up to your bank — typically 5–7 business days to appear. If it's been longer than that, check with your bank or card provider first, then come back to us if it still hasn't landed.

Original shipping and insurance fees aren't refundable on change-of-mind or non-fault returns.

A restocking fee may apply to a return we assess as having no fault or error — meaning the item is exactly as ordered and in working order. We'll always tell you before charging it, and it never applies where we've made a mistake or the item is faulty.

Contact us as soon as possible. If we haven't started customising your item and it hasn't shipped, we can cancel and refund you in full.

Once painting has begun, materials and hours are already committed, so a full refund may not be possible — but talk to us and we'll tell you honestly where your order is up to.

Once a parcel has shipped we can't cancel it. Contact us and we'll look at your options.

Nothing on this page limits your rights under the Australian Consumer Law.

Our goods come with guarantees that can't be excluded. You're entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they aren't of acceptable quality and the failure doesn't amount to a major failure.

Where a consumer guarantee applies, we cover the cost of returning the item to us.