ADAN CUSTOM SHIPPING POLICY

Last updated: June 1, 2025

At Adan Custom, every pair of sneakers is a unique piece of art. We are committed to delivering your custom sneakers safely and efficiently. Please review our shipping and delivery policy below to understand the timeline and responsibilities.

1. PROCESSING & DELIVERY TIMELINES

Please note: Total Delivery Time = Production Time + Shipping Time.

Production Time (1-2 Weeks):
Every pair of Adan Custom sneakers is made-to-order by hand. This comprehensive process involves sourcing authentic base sneakers, developing the design, meticulous hand-painting, and a rigorous quality inspection. Crucially, we enforce a mandatory 3-5 day drying and curing process to ensure the paint bonds permanently for maximum durability. We do not rush this process to ensure the highest quality.

Shipping Time (1-2 Weeks):
Once your custom sneakers are ready and fully cured, they are handed over to our carrier. Standard international shipping typically takes 7-14 calendar days, depending on the destination.

Estimated Total Time:
Please allow 2-4 weeks from the date of order placement to delivery.
(Note: Timelines are estimates and may vary during high-volume periods such as holidays or sales events.)

Force Majeure: Adan Custom is not responsible for delays caused by customs clearance, local carrier strikes, weather conditions, or other events beyond our control.

2. SHIPPING COSTS & CARRIERS

Free Shipping: We are pleased to offer Free Worldwide Shipping on all custom orders. You only pay the price of the product.

Carriers: We select reliable and efficient carriers based on your delivery destination:

United States: Shipped via USPS or FedEx.
United Kingdom: Shipped via Royal Mail.
European Union: Shipped via DHL or FedEx.
Rest of World: Shipped via DHL or FedEx.

3. ORDER TRACKING

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.

4. CUSTOMS & IMPORT DUTIES

Customer Responsibility: Please note that international shipments may be subject to customs inspections. Any customs fees, import duties, or taxes assessed by your local government are beyond our control and are the sole responsibility of the customer.

USA: 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.

We recommend checking your local customs policy prior to ordering if you have specific concerns.

5. ADDRESS CHANGES

Change Window: If you need to change your shipping address, please contact us immediately. We can modify your address only before the shipping label has been created.

Shipping Label Created: Once the shipping label is generated, we cannot guarantee that the address can be changed, and the package will be shipped to the initial address provided.

6. WRONG ADDRESS, UNCLAIMED & RETURNED PACKAGES

Customer Responsibility: It is the buyer’s sole responsibility to provide a correct and complete shipping address (including apartment/unit numbers).

Consequences: If a package is returned to us due to an incorrect address, incomplete address, or is unclaimed by the customer:

Reshipping: Our Free Shipping offer covers the initial delivery only. The customer will be responsible for the re-shipping cost (standard carrier rates) to resend the package.
No Refunds: Due to the custom-made nature of our products, we cannot offer refunds for orders that are lost or returned due to customer address errors or failure to claim the package.

7. LOST PACKAGES & LIABILITY

We clearly distinguish between packages lost during transit and packages missing after delivery.

In-Transit Issues (Our Responsibility):

If the carrier confirms the package is lost, or if tracking shows no carrier scan or movement update for more than 2 consecutive weeks (14 calendar days) after dispatch (or since the last carrier scan), please contact us. We will investigate with the carrier and, if the shipment is confirmed lost, we will offer a Full Refund or a Free Replacement promptly.

“Delivered” but Missing:

If tracking shows “Delivered” but you cannot locate the package, please check your mailbox/porch, building reception, and with neighbors. Then contact the carrier as soon as possible to open a case or file a claim.

Important: 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.

8. CONTACT

If you have any questions about your shipping status, please contact us at: support@adancustom.com