FAQ's

 

How long will my order take to arrive?

As all our products are made to order, we work on the following timescales:

Shoes: Due to popular demand, it can take around two weeks for us to source the shoes.  Therefore, depending on the complexity of the design, shoes can take 4-6 weeks to dispatch.

Other products: We aim to dispatch these within 2 weeks from the date that the order was placed.

We are a UK based business so orders travelling overseas may take longer to arrive due to customs and import delays that are out of our control.

 

How do I know when my order has been sent and can I track it?

You will receive a confirmation email once your order has been shipped. Depending on the shipping option you chose at checkout, if a tracking number is available, it will be included in the confirmation email.

Please note, if standard shipping was chosen, unfortunately we are unable to track your order.

 

If I order the wrong size, can I get a refund or exchange?

Please note that you are responsible for the shipping cost of your return.

Shoes: As all of our shoes are custom made to order we do not offer refunds or exchanges so please triple check your size before ordering.

Other products: Please ensure you choose the correct size when ordering a phone case or sweatshirt. If you do need to make a return, please get in touch with us within 30 days of receiving your order to request a refund or exchange, explaining the reason for this.

 

Will the paint wash off?

No, the paint will not wash off. We use specialist leather paints and sealers to ensure the paint lasts.

 

Can I put my shoes in the washing machine?

No, we do not recommend putting the shoes in the washing machine as it can damage the paint.

 

How do I clean my shoes?

We recommend using a microfibre cloth and warm water to clean your shoes.

 

How do I contact you?

The best way to contact us is by DM on Instagram @j.j.customs_ or you can email us j.j.customs@outlook.com

 

I can't find the design I'm looking for.

If you can't find the perfect design for you then fill in our custom enquiry form and we aim to get back to you in 2-3 days. Please include as much information about your design as possible.