Refund & Exchange Policy

1. Policy Overview

This policy applies to products purchased directly from Artisan Walks through the website, showroom, WhatsApp, email or another confirmed ordering channel.

Return, exchange and refund eligibility depends on the product type, condition, customization and reason for the request. Contact Artisan Walks before sending any product back.

2. Ready-to-Wear Returns

A return or exchange request for an eligible Ready-to-Wear product should be submitted within 7 calendar days after delivery.

The product must be unworn, unused, unaltered and returned with its original packaging, accessories and labels. Trying footwear carefully on a clean indoor surface is acceptable, but visible sole wear, creasing, stains, odour or damage may make the item ineligible.

Approval is required before return shipment. Products sent without approval may be refused or returned to the sender.

3. Made-to-Order and Personalized Products

Made-to-Order, Design Your Own, bespoke, custom-sized, monogrammed and otherwise personalized products are created specifically for the customer and are generally not returnable for change of mind.

After materials are purchased, cut or production begins, the advance payment may become non-refundable because labour and materials have already been committed.

An eligible manufacturing defect or a product that materially differs from the written confirmed order will still be reviewed for repair, adjustment, replacement or another appropriate remedy.

4. Order Cancellation

Contact us immediately to request cancellation.

A Ready-to-Wear order may be cancelled before dispatch, subject to payment processing or other unavoidable charges.

A Made-to-Order or custom order may be cancelled before material preparation or production begins. Once work has started, cancellation may be refused or the refund may be reduced by material, labour, design and payment costs already incurred.

5. Size and Fit Issues

For Ready-to-Wear products, a size exchange may be offered where the requested replacement size is available and the returned product meets all return-condition requirements.

For custom-sized products, the customer is responsible for providing accurate measurements and fitting information. Problems caused by incorrect measurements, incorrect size selection or missing fitting details are not treated as manufacturing defects.

Where practical, Artisan Walks may offer an adjustment, alteration or remake at an additional cost. Each case is reviewed according to the shoe construction and fitting issue.

6. Damaged, Incorrect or Defective Products

Inspect the product promptly after delivery. Report a damaged parcel, incorrect item or possible manufacturing defect as soon as possible and preferably within 48 hours.

Provide the order number, a description of the issue, clear photographs or video of the product, packaging and shipping label.

Do not wear, repair, polish, alter or send the product to another workshop before our review. Such action may prevent accurate assessment and may affect eligibility.

Natural leather grain, minor shade differences, handmade variation and normal leather creasing are not usually manufacturing defects.

7. Return Shipping and Other Charges

For an approved return caused by customer preference, incorrect size selection or customer-supplied measurements, the customer normally pays return and replacement shipping charges.

Where Artisan Walks confirms an incorrect item or accepted manufacturing defect, reasonable return or replacement shipping arrangements will be discussed with the customer.

Original delivery charges, customs duties, taxes, brokerage fees and payment-processing costs are generally non-refundable unless required by law or specifically approved by Artisan Walks.

8. Refund Method and Timing

An approved refund is normally issued through the original payment route where practical, or through another method agreed with the customer.

Refund processing begins after the returned product is received and inspected, or after another remedy is formally approved.

Bank, wallet, payment provider and international transfer processing times are outside Artisan Walks control. Any lawful deductions or agreed non-refundable costs will be explained before the refund is completed.

9. Non-Returnable Items

Items may be non-returnable where they are custom-sized, personalized, worn, altered, damaged after delivery, returned late, missing original components or purchased as final sale.

Gift cards, services, design charges, measurement charges and completed customization work are non-refundable unless Artisan Walks confirms otherwise or applicable law requires a remedy.

10. How to Request a Return or Review

Open the Artisan Walks Contact page and send your order number, customer name, product name, reason for the request and clear supporting photographs or video.

Wait for written instructions before shipping anything. If approved, securely pack the product and use a trackable shipping service.

Artisan Walks will inspect the product and confirm whether the suitable outcome is an adjustment, repair, exchange, replacement, store credit, partial refund or full refund.

11. Customer Rights

This policy does not remove any mandatory customer rights that apply under relevant law. Where a mandatory legal requirement gives the customer greater protection, that requirement will apply.