Refund & Returns Policy
At Rustom Footwear, your satisfaction is our highest priority. We stand by the quality and craftsmanship of our handmade products. This policy outlines the procedures for returns, exchanges, and refunds.
Last Updated: October 26, 2023
Custom & Made-to-Order Items
Due to the personalized nature of our custom and made-to-order footwear, these items are non-refundable once the crafting process has begun. Each pair is uniquely made to your specifications.
- Order Cancellation: You may cancel a custom order for a full refund within 24 hours of placing it. After this period, the order is considered final.
- Manufacturing Defects: If your custom footwear arrives with a manufacturing defect or does not match the specifications you provided, please contact us within 7 days of receiving your order. We will offer a complimentary repair or, if necessary, a replacement.
Ready-to-Wear Items
For non-custom, ready-to-wear items, we accept returns for an exchange or store credit within 14 days of delivery, provided the following conditions are met.
- The item must be unworn, undamaged, and in its original, resalable condition.
- The item must be returned in its original packaging, including any dust bags or accessories.
- We do not offer cash refunds on ready-to-wear items unless the product is faulty.
How to Initiate a Return or Exchange
Step 1: Contact Us
To begin the process, please email us at sales@rustamfootwear.com with your order number, the reason for the return, and clear photos if the item is defective or damaged.
Step 2: Receive Authorization
Our team will review your request. If approved, we will provide you with a Return Authorization (RA) number and shipping instructions. Do not send items back without an RA number.
Step 3: Ship Your Item
Securely package the item in its original box. The customer is responsible for return shipping costs unless the return is due to our error (e.g., wrong item sent, manufacturing defect). We highly recommend using a trackable shipping service.
Frequently Asked Questions
You are responsible for the cost of return shipping. However, if the return is due to a defect or an error on our part, we will cover the shipping costs or provide a prepaid shipping label.
Once we receive your returned item, please allow 5-7 business days for our team to inspect it and process your exchange, store credit, or repair. We will notify you via email once it’s complete.
If your package arrives damaged, please contact us immediately at sales@rustamfootwear.com with photos of the damaged packaging and product. We will coordinate with the shipping carrier and ensure you receive a replacement.
Contact Us
For any questions about our Refund and Returns Policy, please don’t hesitate to reach out.