REFUND & RETURNS POLICY

CUSTOM SNEAKERS

Due to the individual and personalised nature of our custom sneakers, the statutory right of withdrawal does not apply to custom orders made according to the customer's specifications or personalised requirements.

Once your custom order has entered the production process, it cannot be cancelled or returned simply because you have changed your mind.

Before placing an order, please carefully check our Size Chart and make sure that you have selected the correct size. We strongly recommend comparing the measurements with a pair of sneakers that fits you well.

Because every custom pair is individually prepared and hand-painted specifically for you, we cannot accept returns resulting from choosing the wrong size or simply changing your mind.

If your custom sneakers arrive defective, damaged or inconsistent with the order, please contact us as soon as possible. Your statutory consumer rights remain unaffected.

OTHER PRODUCTS

For products that are not custom-made or personalised, you have the statutory right to withdraw from a distance contract within 14 days of receiving the order, without giving a reason.

Returned products must be unused, undamaged and in a condition that allows them to be resold, with all original accessories and packaging where applicable.

You may also request an exchange, subject to product availability.

The cost of returning a product is borne by the customer unless otherwise required by applicable law or agreed with Doostomz.

ORDER CANCELLATION

Orders for standard, non-personalised products may be cancelled before they are dispatched, provided that the order has not already been processed or fulfilled.

Custom sneaker orders cannot be cancelled once the customisation process has started.

REFUNDS

Once an eligible return has been received and inspected, we will process the refund in accordance with applicable consumer law.

For eligible distance purchases, the refund will normally be issued using the same payment method used for the original transaction.

The statutory 14-day withdrawal period for standard products begins when the consumer receives the goods.