FREQUENTLY ASKED QUESTIONS

We value facts over fabrication.

Reviews on any platform (Amazon, Etsy, Shopify, etc.) are easily faked. We choose not to play that game.

Instead, we rely on PayPal’s strict compliance and Buyer Protection to ensure the rights and interests of both parties.

You are here because you must have seen photos of our work on social media. Those are real shots from real clients. A picture is worth a thousand words. It is virtually impossible to fake such a massive volume of real-life photos of unique works. We let our work speak for itself.

I did it on purpose. I removed all the clutter and kept only the product showcase and essential policies.

To be honest, I am an artist first, and a merchant second. I am not just selling you a pair of sneakers; I am selling you a piece of art that I poured my time and passion into.

What does that have to do with a basic website?
Almost every other shop uses flashy pop-ups and marketing tricks to hijack your attention just to get your money.
I don’t want that. I want your focus solely on my work, without any distractions clouding your judgment.

Because custom sneakers are special (final sale, no returns unless defective), I want you to buy it only because you truly love it. I want you to be excited for it to arrive. I do not want you to be manipulated by marketing tactics into an impulse buy, only to regret it later.

Before you buy, you really should read our Shipping Policy and Return & Refund Policy.
I know saying this might scare away some potential customers, but I have to be real with you.

No. We are an independent studio creating custom artwork on authentic sneakers. Brand names are used only to describe the base product.

Yes, they are 100% authentic.

We purchase 100% authentic sneakers at retail price from authorized retailers including Nike, Footlocker, JD Sports, and other certified distributors. Every pair comes with the original shoe box and all included accessories.

Our custom sneakers are fade-proof, peel-resistant, scratch-resistant, and waterproof.

• We use professional-grade leather paints.
• Each pair is sealed with a protective topcoat for enhanced longevity.
• We enforce a mandatory 3-5 day drying and curing process to ensure the paint bonds permanently for maximum durability.

Each pair is hand-painted, so small variations are normal. Also, screen settings may cause slight color differences. Minor variation (up to ~10%) is not considered a defect.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number. You can track your shipment in two ways:

• Directly via the Carrier: Click the tracking link provided in your email to view the status on the carrier’s official website.
• On Our Website: Visit the “Track” tab on our website menu and enter your tracking number to check your order status.

Usually 2-4 weeks, depending on the complexity of the design and your location. Quality takes time. Our typical timeline is:

• Production (1-2 Weeks): This includes sourcing the authentic base sneakers, hand-painting, rigorous quality inspection, and a mandatory 3-5 day drying and curing process to ensure maximum durability.
• Shipping (1-2 Weeks): Once shipped, delivery times vary by location (typically 7-14 days for the US/Europe). You will receive a tracking number via email as soon as your order ships.

Unlike mass-produced sneakers, every pair is hand-painted by our artists. We enforce a mandatory 3-5 day drying and curing process before packing. This step is crucial to ensure the paint bonds permanently with the leather for maximum durability. We will not rush this process.

We offer Free Worldwide Shipping.

We select the most reliable carrier based on your location:

• United States: USPS or FedEx
• United Kingdom: Royal Mail
• European Union: DHL or FedEx
• Rest of World: DHL or FedEx

Yes, this is common for international shipments, and tracking gaps often occur during:

• Customs Processing: Packages may be held for inspection without scanning updates.
• Carrier Handoffs: Transfers between international and local couriers take time.

Action: If your tracking shows no movement for more than 15 consecutive days, please contact us, and we will open an investigation with the carrier.

First, please check your Spam/Junk folder.
If you still can’t find it, you may have entered your email address incorrectly.
Please email us at support@adancustom.com with the following details so we can locate your order:

• The name used for the order
• The phone number used for the order
• Your PayPal Transaction ID (or the last 4 digits of the card used)

Yes, we offer a 24-hour cooling-off period.

Within 24 hours of ordering:
You can contact us to cancel or change your order (size, address, or design).
However, please be aware: If you choose to cancel, we will deduct a 4.5% processing fee from your refund. This is not for us — it covers the transaction fee that PayPal charges us the moment you pay, which they do not refund to us. We cannot pay for your change of mind out of our own pocket.

After 24 hours of ordering:
We do not accept any cancellations or changes.
By this time, we have already bought your base sneakers and started prepping them to ensure they reach you on time. Once this window closes, the order is locked for production, and we cannot accept cancellations or changes to the order details, and we will proceed to complete and deliver your order as agreed.

• USA: No. Orders under $800 are typically duty-free.
• International (EU/UK/CA, etc.): You may be subject to import taxes/VAT once the package arrives. These fees are the recipient’s responsibility.
• Refusal: If a package is returned because you refused to pay customs fees, we will NOT issue a refund due to the custom-made nature of our products. For details, please refer to our Shipping Policy and Return & Refund Policy.

We take full responsibility if the error is ours. You are eligible for a Full Refund or Free Exchange in these specific situations:

• Wrong Item Sent: We sent you a size, color, or design different from what you ordered.
• Damaged in Transit: The sneakers arrived with severe quality issues (e.g., sole separation, major paint peeling).
• Lost in Transit: The carrier has officially confirmed that your package is lost in transit.

Because every pair is custom-made to order, all sales are final. We DO NOT issue refunds or accept returns in the following situations:

• Change of Mind: You simply decided you don’t want it anymore.
• Wrong Size Selection: You ordered the wrong size. We use 100% authentic base sneakers with standard brand sizing. Please double-check before ordering.
• Slight Color Variations: Due to the hand-painted nature and monitor differences, minor color variations (up to 10%) are considered normal and not a defect.
• Sneaker Box Damage: The box is strictly for protection. Box damage during shipping is NOT considered a product defect if the sneakers are fine.
• Used or Worn Items: Returns must be brand new. We reject items with creases, dirty soles, removed tags, or other signs of wear.
• Wrong Address: The package was returned, lost, or destroyed because you provided an incorrect or incomplete address.
• Refused Delivery (Customs Fees): The package was returned or destroyed because you refused to pay customs fees or import taxes.
• “Delivered” but Missing: The carrier marked the package as “Delivered,” but you claim not to have received it. (Once a shipment is marked as “Delivered” by the carrier, delivery responsibility is handled between the recipient and the carrier. We can provide shipping details and assist with the claim process where possible, but we cannot guarantee recovery of packages marked as delivered).

We accept PayPal and major credit/debit cards (availability may vary by country).

All prices on our website are listed and processed in US Dollars (USD).
If you are paying with a non-USD account, your bank or payment provider will automatically convert the amount to your local currency at their current exchange rate.
(Note: Your bank may charge an additional foreign transaction fee.)

You must email us within 7 calendar days of the delivery date marked by the carrier. Requests made after this 7-day window will not be accepted.

We know that sizing standards vary across different countries and regions, so we have provided a convenient and comprehensive size chart for every product.

• True to Size: Our sizing is standard Nike sizing. Just order the same size you usually wear in Nike.
• Recommendation: If you have wide feet or prefer a looser fit, we suggest ordering half a size up.

Due to local demographics and foot shapes, it is extremely difficult to quickly source authentic base sneakers larger than US W 12.5 / US M 11 (EU 45). To guarantee our delivery times, we only list sizes we can source immediately.

Available Range:
From US W 5.5 / US M 4 (EU 36) to US W 12.5 / US M 11 (EU 45).

Absolutely! We love bringing your unique ideas to life.

• Communication: We can communicate via Email or even Video Call (Google Meet).
• Cost: Please be aware that full customization is time-consuming (typically 2-4 days, involving 6-15 exchanges). Therefore, prices typically start at $450 USD and vary based on complexity.

Design Process & Payment:
To protect our intellectual property (we have had many cases of competitors posing as clients to steal designs), our process is as follows:

• Before Payment: We will provide line art sketches and up to 5 free revisions.
• Decision: If the sketch meets your expectations, you can place the order. We will then proceed with full detailing and coloring.
• No Risk: If the sketch does not meet your expectations, you can stop the process at any time free of charge. We will not charge you a cent.

Important Note for Video Calls:
Most of our designers are female artists. We maintain a professional environment and have a zero-tolerance policy for inappropriate language or harassment. We reserve the right to refuse service to anyone who fails to treat our team with respect, and we reserve the right to pursue legal action.

No, we do not accept send-ins at this time.
We previously offered this service globally but discontinued it due to the following reasons:

• High Transit Risk: Round-trip international shipping significantly increases the risk of package loss or damage.
• Prohibitive Costs: You would face double shipping fees and potentially double customs duties (once sending to us, once returning to you).
• Unpredictable Timeline: Delays in receiving your sneakers (e.g., stuck in customs for weeks) disrupt our production schedule.
• Condition Issues: Used sneakers often have wear, creases, or dirt that severely affect paint adhesion and the final artistic result, leading to potential disputes.

Yes, but please follow these specific care instructions:

• How to Clean: Use a soft cloth or soft-bristle brush with warm water and mild soap. Gently wipe the surface around the custom design.
• Things to Avoid:
  • ❌ Do not machine wash or dry in a tumble dryer.
  • ❌ Do not use acetone-based cleaners or harsh chemicals on the design.
  • ❌ Do not use abrasive cleaning tools that may damage the finish.
  • ❌ Do not scrub or pick at the painted areas.
• Drying: Let sneakers air dry naturally at room temperature.

Your privacy is crucial to us. We strictly adhere to the highest industry standards to ensure your personal information remains secure when you shop on our website.

Furthermore, aside from order-related emails, we will not proactively send you any marketing emails. We believe that the custom sneakers on your feet are our best marketing, and you will definitely want to reach out to us again ^_^

• Email (Preferred): Please email us at support@adancustom.com. We prefer email as it provides a written record that protects both parties.
• Response Time: Due to time zone differences, we’ll get back to you within 12 hours, but usually much sooner.
• My Promise: When I receive your message, I will put down my brush, wipe the paint off my hands, and reply to you right away.
• Note: While we have other channels (like LINE or Instagram), we strongly advise using Email for all official order inquiries to ensure nothing gets missed.