Return & Refund Policy
# Return & Refund Policy
Thank you for commissioning a pair of custom hand-painted trainers from Otaku Sole. Because each item is uniquely made-to-order, altered, and personalised to your specifications, please review our terms below before purchasing.
1. No Returns or Refunds
* All sales are final. We do not accept returns, refunds, or exchanges for change of mind, incorrect size selection, or customer error.
* Size Accuracy: It is the customer’s responsibility to select the correct shoe size. We use 100% authentic base sneakers with standard brand sizing. We recommend trying on the specific model in a local store before placing your order.
2. Damage in Transit
We inspect and securely package every pair of trainers before shipping. However, if your items arrive damaged due to the courier, we will make it right.
* Reporting Period: Damage in transit must be reported to us via email at info@otakusole.co.uk within 48 hours of delivery.
* Proof Required: You must provide clear photos of the damaged shipping box, the packaging materials, and the trainers showing the transit damage.
* Resolution: If the claim is approved, we will offer to repair the damage free of charge or replace the item with a newly painted pair. No cash refunds will be issued.
* Return of Damaged Goods: To receive your repair or replacement, you must send the unworn, original trainers back to us. We will cover or reimburse your tracked postage costs for the return.
3. Care & Durability Disclaimer
* Hand-painted trainers are wearable art. To ensure their longevity, clean them only by hand using a damp cloth and mild soap.
* Do not put your trainers in a washing machine or dryer. Normal creasing over time is standard for leather footwear.
* Otaku Sole is not responsible for paint damage caused by improper cleaning, scuffing, or severe weather.
4. Cancellation Window
Because we purchase the base shoes specifically for your project, cancellations or order changes are only accepted within 24 hours of placing your order. After this point, all sales are final.