FAQ
Below FAQ are some common concerns of our clients before purchasing the theme.
If you have other questions, please just send it to cs@13custom.com.
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Pre Sale Questions
Q: “How long does it take for my order to arrive?”
Total estimated delivery is 4–6 weeks (15–20 business days for hand-painting + 1–2 weeks for shipping).
Every pair is 100% hand-crafted from scratch! Here is our step-by-step process after you order:
Shoe Sourcing: We procure your base shoes and bring them to our studio.
Prep & Layout: We clean the shoes and trace the initial design draft.
Hand-Painting: We paint, airbrush, and add your free personalized name/number.
Waterproof Seal: We apply a high-grade protective topcoat for daily durability.
(For fully custom designs made from scratch, we add a quick step to refine your digital mock-up first).
Great art takes time—thank you for your patience, we promise it's worth the wait!
Q: “ Will the paint wash off or crack?”
No! We use professional, high-durability acrylic paints combined with a protective sealant. Our shoes feature a dual water-resistant finish made for daily wear. As long as you follow our care instructions, the design will not peel or fade easily.
Q: “How do I clean my custom sneakers?”
Spot Clean Gently: Use a soft-bristle brush (or old toothbrush) with mild soap and water to gently wipe dirt off.
Do NOT Machine Wash or Soak: Never submerge your custom kicks in water or throw them into a washing machine.
Air Dry: Dry in a cool, shaded place. Keep away from direct sunlight, dryers, or high heat.
Q: “Can I add my name or number to the shoes?”
Yes! We offer free name and number printing service (e.g., Shirley+2005). We will print it in a prominent position on the outside of the shoe. Please keep the text concise for easy visibility.
Q: “Are the sneakers 100% authentic?”
Absolutely. We only source 100% genuine base sneakers directly from authorized brand retailers and trusted distributors.
Q: “What payment methods do you accept?”
We accept all major credit/debit cards (VISA, MasterCard, JCB, AMEX), Apple Pay, and PayPal via secure Shopify Payments.
Q: “Can I cancel, return, or exchange my order?”
Because every pair is custom handcrafted specifically for you, all sales are final. We do not accept cancellations, refunds, or exchanges once an order enters production. Please double-check your sizing before placing an order. If you receive a defective item or wrong size, please contact us immediately upon delivery with video proof.
Q: “Can I request my own custom design?”
Absolutely! You can bring your own ideas to life. For details, check out our Bespoke Customization Process and submit your request directly!