Payment options

You can pay by PayPal. When returning goods, the amount will be credited directly back to your bank account or PayPal account.

Do you accept international credit cards?

We will start accepting payment by credit or debit card (Visa or Mastercard) from 01. november. 2018.

What is our order delivery time frame?

Our shoes are made to order and take approximately 2 weeks to handcraft. Once you order is processed, our cobblers start working on creating your shoes within 24 hours of your order receipt. Once your shoes are crafted and ready to ship to you, you will receive an email notification providing you with details of your order. Regular shipping can take between 7-14 business days, depending on your delivery location, and provided there are no customs delays. Please note that we do not deliver parcels during the weekend.

Which countries do we deliver to?

We ship to USA, Canada, Europe, Russia and Australia.

Do we offer free shipping?

Yes.

Do your shipment include insurance?

Valuable information regarding duties and taxes.

What is your return policy?

We accept returns within 28 days of receipt. Shoes which have been engraved or visibly worn will not be accepted. If you should wish to return your shoes please contact us at info@designyourown.com. Please include your order number, name, and reason for your return. Once your request has been reviewed, you will be contacted by our customer care team to advise next steps. Please refrain from shipping your return without notifying our customer care team, as we require specific information in order to process your return. Customers returning items repeatedly and shoes returned outside our timeframe may be accepted at our discretion and may only be refunded as a credit for a future purchase.

What if you want to cancel your order?

You have the right to cancel your order with us provided you give us written notice. The cancellation period will expire 24 hours from the day after the day you place your order. To exercise the right to cancel, you must inform us by contacting us at info@designyourown.com. Please note you may only use your right to cancel the order if you give us formal written notice of cancellation any time after your order has been placed, up until 24 hours from the day after you place your order by email as described above.

Why am I not getting a confirmation e-mail?

There are two possible reasons. You might have entered an incorrect e-mail address, or your confirmation e-mail might have ended up in your spam folder. If checking the Spam folder didn’t solve it, please contact us at info@designyourown.com.

Important information

Our delivery time starts from the moment your order is completed.
We work closely with our shipping partner to minimize the potential impact of custom delays on our international customers.
While we aim to ensure that all orders are received when expected, delivery to a remote destination is not always guaranteed to arrive within the specified shipping timeframe.
We have made every effort to display as accurately as possible the colours of our products that appear on our DYO website. However, as computer monitors vary, we cannot guarantee that your monitor’s display of any colour will be completely accurate. All items are quality controlled and checked for any faults before they are dispatched to clients. Should you receive an item that is not in perfect condition, please contact us immediately at info@designyourown.com. Items should be returned in their original packaging to ensure they are adequately protected in transit. Shoe boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged. You may return the goods by any secure means. Please contact our customer care team us to request the return address. We request that you contact us at info@designyourown.com in relation to such returns. DYO has the right to refuse returns and refunds at our own discretion.
Feel free to contact us! Send us an email, call us or fill out the contact form on the website and we’ll get back to you.