By placing an order with 13thstep, you confirm that you have read, understood, and accepted the terms outlined in this Refund Policy.
We take pride in the craftsmanship of our custom hand-painted/spray-painted products and stand behind their quality. Any defects or errors caused by our team (e.g., deviations from your approved design, production flaws) will result in a replacement at no additional cost to you.
We only accept returns for products that meet the following criteria:
- The item was shipped by 13thstep.
- The issue is due to an error on our end (e.g., receiving the wrong custom design, items damaged during production, or defects in materials/workmanship).
To initiate a return:
- You must provide proof of purchase (e.g., order confirmation email, receipt).
- Contact our support team via CS@13thstepcustom.com to request return instructions.
- Please note: You are responsible for covering the return shipping fee, unless the return is due to a critical production error or shipping mistake by our team (we will confirm this in writing).
- Our refund window is 7 days from the date you receive your order. If 7 days have passed since delivery, we cannot offer a refund or exchange.
- Once we receive and inspect your returned item, we will send you an email to confirm receipt. We will then notify you whether your refund request is approved or rejected.
- If approved, your refund will be processed, and a credit will be automatically applied to your original payment method (e.g., credit card, PayPal) within a few business days.
- First, check your bank account or payment app (e.g., PayPal) again—refunds may take time to appear in your transaction history.
- Contact your credit card company: Some issuers take additional time to post refunds to your account.
- Contact your bank: Most financial institutions require 3–5 business days to process refund transactions.
- If you’ve completed the steps above and still haven’t received your refund, please reach out to us at CS@13thstepcustom.com with your order number and refund reference (if applicable).
If your refund is delayed or unaccounted for, follow the steps outlined in the “Refunds” section first. If the issue persists, contact our support team at CS@13thstepcustom.com with:
- Your order number
- Date of purchase
- Screenshot of your payment confirmation
- Any communication you’ve received about the refund
We will investigate the status with our payment processor and provide you with an update within 3 business days.
We only offer exchanges for items that are:
- Defective (e.g., paint peeling, structural flaws)
- Damaged during production
- Incorrectly made (e.g., not matching your approved design sketch)
To request an exchange for the same custom design (or a revised design, if applicable):
- Email our customer service team at CS@13thstepcustom.com with details of the issue (e.g., photos of the defect, order number).
- Our team will review your claim. If approved, we will provide a return address and confirm the timeline for creating your replacement custom item.
- Once we receive the defective item, we will begin producing your replacement—production timelines for exchanges follow our standard custom process (2 weeks to 1 month, as outlined in our Shipping Policy).
To ensure a smooth return/replacement process, you must submit clear photos as evidence of the issue. Incomplete or unclear evidence may delay or prevent your request from being approved. Below is the required documentation for common issues:
- Photo of the item you received (showing the design that does not match your approved sketch).
- Screenshot of your approved design sketch (from our email correspondence).
- Photo of the shipping label on the package you received.
- Photo of the shipping label on the package.
- Photo of the size tag on the outsole of the item.
- Photo of the insole, measured with a ruler (clearly showing the length in inches/centimeters).
- Photo of the entire item you received (to confirm the product type).
- Clear photos of the damaged area (close-ups to show the flaw).
- Photo of the entire item (to confirm the product).
- Photo of the shipping label on the package (to verify delivery).
Given the custom, made-to-order nature of our products, cancellations and modifications are only allowed within 24 hours of placing your order. After 24 hours, your order will be locked for production (e.g., our artists will have begun sketching or preparing materials), and we cannot cancel or modify it.
- To cancel, email us at CS@13thstepcustom.com with your order number and request to cancel. We will confirm cancellation via email once processed.
- A 1.5% management and transaction fee (based on your total order value) will be deducted from your refund. This covers processing costs incurred by our payment provider.
- Full refunds (no 1.5% fee) are only applicable if you are switching to a new custom order of equal or higher value. In this case, our system will automatically cancel your original order and issue a 100% refund, which can be applied to your new order.
During the Christmas and New Year season, production and shipping timelines may be extended (due to high order volume and carrier delays). Please double-check your custom design, size, and shipping address before placing your order—cancellations/modifications during this period will still follow the 24-hour rule, and we cannot expedite refunds or replacements beyond our standard process.
If you have any questions about this policy or need help with a return, refund, or cancellation, please contact us at CS@13thstepcustom.com.
