FAQ

1. GENERAL PRODUCT INFORMATION

1.1 What Makes Our Bespoke Shoes Unique?

Our bespoke shoes are handcrafted by Korean master artisans with over 50 years of experience. Each pair is crafted using traditional techniques, ensuring high quality and comfort.

1.2 Handmade Craftsmanship

All our shoes are individually handcrafted. As a result, minor variations in design may occur, which is a hallmark of artisanal craftsmanship and not a defect.

1.3 Customization

Customers can select the design, material, and color. All customization requests must be clearly stated before production begins. Once an order is in production, no modifications can be made.

2. ORDERING PROCESS

2.1 Placing an Order

Orders can be placed directly on our website. Customers must provide accurate contact details for confirmation and shipping.

2.2 Modifying or Cancelling an Order

  • Changes are allowed only before production begins. Contact us immediately if you wish to modify or cancel your order.
  • Orders already in production cannot be canceled or refunded unless they meet refund criteria (see Section 5).
  • We reserve the right to refuse any order suspected of fraud or misuse.

2.3 Production Timeline

  • Standard production time is 3-5 weeks, but during peak times, it may take up to 2 months.
  • If production extends beyond 1 month, we will notify you via email or phone.

2.4 Payment Methods

We accept major credit cards, PayPal, and other secure payment methods displayed at checkout.

3. SHIPPING & DELIVERY

3.1 Domestic (U.S.) Shipping

  • Free shipping is available for bespoke shoes within the U.S. (Handcrafted shoes may incur a shipping fee.)
  • Standard shipping: 5-7 business days after production completion.
  • Expedited shipping is available for an additional fee.

3.2 International Shipping

  • We ship internationally. Shipping rates vary based on location.
  • Customers are responsible for any import duties, taxes, or customs fees.
  • We provide estimated delivery times, but delays due to customs are beyond our control.

3.3 Tracking Orders

  • Customers receive a tracking number via email once the order is shipped.
  • If tracking information does not update within 48 hours, contact our customer support.

4. RETURNS, REFUNDS & EXCHANGES

4.1 Return Policy

Due to the personalized nature of bespoke shoes, all sales are final, and returns are not accepted, except in the following cases:

  • Defective craftsmanship
  • Incorrect specifications compared to the original order

4.2 Refund Policy

  • Refunds are only granted for defective or incorrectly crafted shoes.
  • Customers must contact us within 14 days of receiving the shoes to request a refund.
  • Refunds will be processed only after verifying the defect.

4.3 Fit Issues

  • Bespoke leather shoes naturally adjust over time. If a fit issue persists, we offer modifications or minor adjustments (fees may apply).
  • Customers must notify us within 14 days of receiving the product for potential adjustments.

4.4 Repairs & Maintenance

  • We provide repair services at a reasonable cost.
  • Customers must cover return shipping costs unless the repair is due to a craftsmanship defect.

5. LEGAL DISCLAIMERS & CONSUMER PROTECTION COMPLIANCE

5.1 Truth in Advertising & Product Representation

  • D295MA makes no guarantees that the shoes will last a lifetime, but with proper care, they are designed to last over a decade.
  • Product images may differ slightly due to handmade production processes.

5.2 Warranty Disclaimer

  • No express or implied warranties are provided unless explicitly stated.
  • We disclaim any implied warranties, including but not limited to merchantability or fitness for a particular purpose, to the maximum extent allowed by law.

5.3 Limitation of Liability

  • D295MA is not responsible for injuries, damages, or losses resulting from the use of our shoes.
  • We do not assume liability for minor variations in color, texture, or fit due to the nature of bespoke products.

5.4 Chargeback Policy

  • Chargeback fraud (unauthorized disputes with the bank) will be legally challenged.
  • We provide full order documentation to dispute fraudulent chargebacks.

5.5 U.S. Data Privacy Compliance

  • If you are a California resident, you have rights under the California Consumer Privacy Act (CCPA) regarding your data.
  • We do not sell or share personal data with third parties.

5.6 Website Accessibility Compliance (ADA)

  • We strive to comply with ADA requirements for website accessibility. If you encounter issues, contact us for assistance.

6. CUSTOMER SUPPORT

6.1 Contact Information

  • Email: info@d295ma.com
  • Customer service hours: Monday-Friday, 9 AM - 6 PM (U.S. Time)

6.2 Live Chat Support

  • A live chat option is available. If agents are unavailable, an automated system will assist you.

7. FINAL PROVISIONS

7.1 Governing Law & Dispute Resolution

  • These terms are governed by the laws of the State of California, USA.
  • Disputes shall be resolved through binding arbitration in California unless another jurisdiction is required by law.

7.2 Changes to Policies

  • We reserve the right to update our policies at any time.
  • Customers will be notified via email or website updates.

7.3 Acceptance of Terms

By placing an order, you agree to these policies and terms. If you disagree, please do not purchase from our website.

For further assistance, contact info@d295ma.com.