Refund policy
NO REFUNDS OR EXCHANGES
Due to the custom nature of our products, all sales are final. Please double-check your size and order details before purchasing.
Items damaged through misuse, improper care, or wear are not eligible for return or exchange.
If an error occurs on our side — such as receiving the wrong size or incorrect design — we will resolve the issue. Please contact us immediately after receiving your order. Approved exchanges must be unworn and returned in their original packaging.
For assistance, contact us at dydycustom@outlook.com If your request is approved, we will provide return instructions and the return address. Returns sent without authorization will not be accepted. A restocking fee may apply in certain cases.
DYDY PURCHASE PROTECTION
Refunds or exchanges may be approved under these conditions:
• Item was not delivered
• Item arrived damaged
• Item received is significantly different from the product description (wrong design or incorrect base shoe)
Please note: slight variations may occur due to the handmade nature of our custom products and do not qualify for refunds or exchanges.
MISTAKENLY PLACED ORDERS
If you placed an order by mistake or wish to cancel it, contact us within 48 hours of purchase. Requests made after 48 hours cannot be approved, as production on your custom item may already have started.
ITEMS IN TRANSIT OR SERVICES
Refunds are not available for orders that have already shipped or been delivered, as the order has been fulfilled. Once delivery is confirmed, we are not responsible for lost or stolen packages.
Refunds for services (such as custom design deposits) are not available once work has started or a first draft has been provided.
Customers are responsible for any customs fees, import taxes, or duties required by their country. Orders refused or undelivered due to unpaid customs charges are not eligible for refunds.
ORDERS NOT DELIVERED DUE TO WRONG ADDRESS OR MISSED PICKUP
Customers are responsible for providing a complete and accurate shipping address, including apartment numbers, entry codes, or any necessary delivery details.
Please monitor tracking updates and delivery attempts. If delivery fails because of an incorrect address or missed pickup, refunds will not be issued. Reshipping may be available for an additional fee.
ORDERS STOLEN AFTER DELIVERY
Customers are responsible for ensuring a secure delivery location. Once a package is marked “Delivered” by the shipping carrier, Dydy is no longer responsible for the shipment. Refunds or exchanges for stolen or missing delivered packages will not be accepted.
OTHER REFUND REQUESTS
If you believe your situation qualifies for a refund or exchange, please contact us at Email: dydycustom@outlook.com and our team will review your request.