Returns & Exchanges
DiySneakers wants customers to understand return eligibility before ordering, especially for customized and made-to-order products.
Can custom sneakers be returned?
Because customized and made-to-order products are prepared specifically for an order, they generally cannot be returned or exchanged because of change of mind, personal preference, or an incorrect size selected by the customer. Please review the Size Guide before ordering.
What if my order arrives damaged, defective, or incorrect?
Please inspect your order when it arrives. If the item is damaged, defective, incorrect, or has an eligible customization quality issue, contact support@diysneakers.com promptly. Include your order number, a description of the issue, and clear photos when applicable so our support team can review the case.
Return authorization is required
Do not send a product back without contacting DiySneakers first. Returns sent without prior authorization may not be accepted. If a return is approved, our support team will provide the appropriate return instructions and return address.
Condition of an approved return
Unless the issue itself prevents this, an approved returned product should not show additional wear, washing, misuse, alteration, or customer-caused damage. Original packaging, accessories, gifts, and applicable authenticity or anti-counterfeit tags should be retained.
Items that are generally not returnable
- Customized or made-to-order products for change of mind or incorrect size selection.
- Items damaged through misuse, negligence, improper cleaning, destructive rubbing, or accidents after delivery.
- Items specifically identified as final sale, clearance, or non-returnable on the applicable product or sales page.
- Gift cards and other items identified as non-returnable.
Can I cancel a custom order?
Contact us as soon as possible at support@diysneakers.com. Because custom orders can enter processing and production quickly, cancellation is not guaranteed after customization work or sourcing has begun.
How are approved refunds issued?
After an approved return or cancellation is reviewed, eligible refunds are generally issued to the original payment method. Financial institutions and payment providers can require additional processing time before the refund appears in your account.
What if I have not received my package?
If tracking indicates an unusual delay or possible loss, contact customer support. We will review the shipment information and available carrier resolution options. Depending on the circumstances, the resolution may include investigation, replacement, refund, or another appropriate remedy.
How do I contact return support?
Email support@diysneakers.com before returning any product.
For more information, see our Custom Sneakers FAQ, Shipping & Delivery, Size Guide, and Care & Process Instructions.
Business information
Company: Universal Communications Limited
Address: Room 602, 6/F, Kai Yu Commercial Building, 2C Argyle Street, Mong Kok, Kowloon
Email: support@diysneakers.com