✈︎ FREE SHIPPING WORLDWIDE

Frequently Asked Questions

Shopping Information

WHAT CURRENCY ARE THE PRICES IN?
All transactions are processed in USD. For your convenience, you can see estimates in other currencies based on recent exchanges rates. Please note, however, these prices are estimates and actual prices may vary on current exchange rates and your financial institution
HOW LONG WILL IT TAKE TO GET MY PACKAGE?
Each custom design takes a different length of time to complete. Simpler designs can be shipped off in under a week, whereas more complex designs are likely to take much longer. Waiting time also depends on the waiting list (our order volume at the time). The wait will be worth it! As a general guideline, shipping and handling typically will take up to 1-2 weeks for domestic shipping and up to 2-3 weeks for international shipping.
DO YOU SHIP INTERNATIONALLY?
We are providing Free Shipping International. However, due to some postal problems, we can’t deliver a shipment to the military area and some small countries.
If you happen to be located in one of those countries we will contact you.
IF I LIVE OUTSIDE OF THE UNITED STATES, WILL I BE CHARGED AN IMPORT FEE?
It is the buyer's responsibility to pay import taxes and fees that may be charged upon arrival.

Payment Information

HOW DOES BUYER PROTECTION WORK?
Every transaction made through a PayPal account is covered by PayPal Purchase Protection. Transactions made through your credit or debit card are covered by your card's purchase protection. If you have an issue with your order, we first recommend working through the issue with OI CUSTOM seller/artist. If you are unable to reach an amicable conclusion, you can escalate the matter. If you paid through PayPal, you can contact PayPal and open a claim against your seller in accordance with their purchase protection. If you paid using a credit or debit card, you can contact your financial institution to file a claim against your seller through the purchase protection they offer.
IS BUYING ON-LINE SAFE?
Your privacy is of utmost importance to us which is why we make sure to follow the highest of industry standards to ensure your personal information remains secure when you make a purchase through our site. We do this by encrypting credit card information through a secure socket layer (SSL), which is used across the internet for securely processing data. Once the transaction is complete, we do not store your credit card information, as it is used only for completing a purchase.

Orders and Returns

I HAVE A SPECIAL REQUEST FOR A CUSTOM. CAN YOU MAKE IT FOR ME?
You can request a commission from the best independent artists here.
WHAT IS THE STATUS OF MY ORDER?
Your confirmation email includes a link to your order status page. For specific questions regarding your order, please message artist directly at support@oicustom.com.
WHAT IS YOUR RETURN POLICY?
Because everything at OI Custom has been carefully hand-made individually just for you, we cannot refund or exchange your custom sneakers for reasons such as change of mind. Custom sneakers is an art form and this means every custom sneaker is hand-crafted for each customer’s request.

If on the rarest of occasions your item is faulty or incorrect on arrival, please send your order number and a photo of the damage to support@oicustom.com and we will try our best to resolve the issue.
HOW CAN I CANCEL OR CHANGE MY ORDER?
Every Shoe is custom made upon order.
When an order is placed, we then order the shoes from our vendors the next day.
There is a 24-hour window for us to cancel your order. After that we unfortunately cannot cancel the order once production of the shoe has started.
HOW DO I CONTACT YOU?
You can email us any time at support@oicustom.com. We are here to help.
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