Returns Policy

At ART CUSTOM MOVEMENT, we strive to ensure that our customers receive products of the highest quality. If you receive a product that has any quality issues or is seriously damaged during shipping, we promise to replace it free of charge. However, we do not accept returns or refunds for any other reason except for the above.
 

General Process for Return and Refund:

  1.  Contact us via support@artcustommovement.com within 7 days of receiving the package to request a return or refund.
  2.  Provide the order number, product name, and reason for return or refund.
  3.  We will evaluate your request and provide instructions on how to return the product if your request is approved.
  4.  Once we receive the returned product and confirm that it meets our return policy requirements, we will issue a refund to your original payment method within 3-10 business days.
  5.  If your request for a return or refund is not approved, we will contact you to explain the reason and return the product to you.

Note: The customer is responsible for the shipping costs for returning the product, unless the reason for the return is due to a quality issue or incorrect order.

Common Reasons for Requesting a Refund (Before Receiving)
 
Cancel the order: We only approve the cancellation of the order within 24 hours after you place the order. We will charge 3% of the total order amount as a management and transaction fee, which means that the refund you receive will be 97% of the order amount, not 100%. Requests to cancel the order after more than 24 hours will not be approved.
 
Convert the order: If you apply to convert the order within 24 hours after placing the order, we will automatically cancel the old order for you and refund 100%. If you try to convert during the shoe’s processing progress, we will notify you by email whether the conversion is successful or not. If the conversion fails, we will not approve the refund application for this reason, the old order is still valid, and we will complete your order according to your initial order.
 
Common Reasons for Requesting a Refund (After Receiving)

The shoes do not match the order: If the shoes you receive do not match your order requirements, such as shoe style, size, color, etc., you can apply for a 100% refund. We will ask you to provide the following pictures at the same time, including the photo of the product, photo of the shoe box, photo of the shipping label, photo of measuring the product size with a ruler (if needed), photo of measuring the length of the insole with a ruler (if needed), etc. Once we have confirmed the authenticity of the photo, your refund request will be approved, we will send you specific return instructions, and you will need to send the shoes back with the proof of purchase:

  1.  We cannot guarantee that the shoe box itself will not be damaged due to impact or other reasons during transportation.
  2.  The images displayed on our website may be slightly different in color from the actual item due to the light when the photo was taken or the display of the monitor, and there may be a 10% difference between the advertised image and the actual item you receive.
  3.  Once the product is used, you will lose the right to request a refund for any reason.
  4.  Our return refund policy is valid for 7 days from the date of arrival. If you apply after 7 days, unfortunately, we cannot provide you with a refund.
  5.  The order is marked as “delivered” but not actually received: If your order has been marked as “delivered” by the logistics company, but you have not actually received the package, you can first contact the courier company to confirm whether it was sent to the wrong address or other nearby addresses. Shipping issues for packages marked “delivered” yet not received and where there is no evidence of “porch piracy” can be approved no earlier than 5 days after “delivery date” and no later than 15 days to ensure it was not misdelivered or easily found around the premises.
Please note that our custom shoes are processed according to your order requirements, so please confirm your order information carefully before placing an order, including the size, shipping address, color, etc.
 
If you have any questions or concerns about our return and refund policy, please contact us at support@artcustommovement.com.
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