Refund Policy

MODIFICATION AND CANCELLATION

After your order has been placed, you have 12 hours to contact our customer support team at Support@coolcustomshoes.com to request order modifications (including size changing, design modification, change of address) or cancellation. We will charge an extra fee for cases of correcting order information. Our system works automatically, within 12 hours the order will be automatically sent to the production department. To ensure the stable operation of the system, we will not support to modify order information after this time. And within 24 hours since our support team contact about order modifications, if you don't answer, the system will process automatically.

RETURN POLICY

We accept the return of products. Customers have the right to apply for a return within 30 days after the receipt of the product. If 30 days have gone by since you received the item, unfortunately, we can’t offer you a replacement. Because our products are custom printed and unique to each campaign, all Print on Demand products cannot be returned. They will only qualify for replace or refund if the product itself is flawed, if the quality of the printing is poor, or if the final product is materially different from the product presented on the site.

PLEASE READ AND CHOOSE THE RIGHT SIZE CAREFULLY. WE DO NOT ACCEPT RETURN/EXCHANGE IN CASE OF WRONG SIZE

To proceed with the replacement quickly and effectively, please include a photograph demonstrating the poor quality or the damaged area of the item. The most optimal pictures should be taken on a flat surface, with the tag and error of the items clearly displayed. We’ll send you replacements as soon as we confirm the situation, no need to return the defective ones. We will use this information to help you with your order, and eliminate errors in the future. After determining that your order qualifies for a replacement or exchange, you will receive a new order confirmation that will allow you to track the progress of your replacement. Replacement orders generally take 5 - 10 business days for processing. You will be responsible for paying for your own costs if there is any unplanned cost. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

We DO NOT ACCEPT RETURN FOR THE SITUATIONS:

Wrong size or design: our products are all custom made order. This means you choose exactly what you want to purchase and we produce it (such as size, the design) so we DO NOT accept refund for such reasons.

Customer information provided was inaccurate, leading to delivery failure.

The product is not an original product, the product is already in use by the customer.

Improper care.

Normal wear and tear.

Break down of colors and materials due to sun exposure.

We ACCEPT RETURN FOR THE SITUATIONS:

The wrong goods are sent due to our mistakes, such as wrong size, wrong design.Due to our reasons, the goods you received are damaged.

For other situations that cause you to be dissatisfied with our products, please contact us immediately so that we can evaluate the problem and deal with it correctly.

SHIPPING FEE

If the return is caused by the consumer, a consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

REFUND (if applicable)

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

REFUND PROCESSING (if applicable):

Please contact our Customer Support Teams at Support@coolcustomshoes.com with full evidence, we will strive the best to make it right. As soon as evidence verified by us, Reshipment & Refund can be arranged within 7 days.

The refund will go back to your account in 5-10 business days, depending on your bank’s progress.

NOTICE : We do not hold responsibilities and refund for losses and breakdowns caused by shipping party or third party.

Our products are hand made therefore color and measurement can not correct 100%. Sometime, the measurement lacks 1-2 inch. Please check size chart carefully.

LATE OR MISSING REFUNDS (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at Support@coolcustomshoes.com

NOTE: If your order meets the return policy, please contact us at Support@coolcustomshoes.com to request return address.