Refund policy

Policy Effective Date: June 29, 2026

1. Handcrafted, Made-to-Order Products

All of our luxury shoes are individually handcrafted and made to order by master artisans in South Korea. Each pair is uniquely constructed based on the specifications or foot measurements you provide, utilizing premium materials to ensure timeless durability and comfort.

2. Production & Delivery Timelines

  • Production Time: Each bespoke pair requires approximately 3–4 weeks of specialized handcrafting.
  • Shipping & Tracking: Upon completion, your order is dispatched immediately via Korea EMS. You will receive an automated tracking number via email.
  • Total Estimated Delivery: Due to the meticulous nature of custom production and international transit, please allow up to 30 days from your initial order date for your product to arrive.

3. Return & Cancellation Conditions

  • Cancellations: Order cancellations or modifications can only be processed before physical production begins. Please contact us within 24 hours of placing your order to make any urgent changes.
  • Change of Mind: Because each product is strictly tailored and custom-made for the individual purchaser, we cannot accept returns, refunds, or cancellations due to a simple change of mind once production has started.
  • Fit & Sizing Assistance: To ensure a perfect fit, please follow our measurement guides carefully before purchasing. If your bespoke shoes do not fit comfortably upon arrival, we do not issue standard refunds, but we proudly offer a complimentary size adjustment or re-lasting service within 14 days of delivery. The customer is responsible for the shipping costs to our studio for size adjustments.

4. Defective, Damaged, or Incorrect Items

We maintain strict quality control. However, if your order arrives damaged during transit, defective in its craftsmanship, or incorrect, we fully guarantee a 100% refund or free replacement exchange.
  • No Restocking Fees: We never charge restocking fees for any validated returns or exchanges.
  • Return Shipping Costs: For verified defective, damaged, or incorrect shipments, D29:5MA will fully cover or reimburse all international return shipping fees.
  • Return Address: 2nd floor, 7, Seosa-ro 14-gil, Jeju-si, Jeju-do, 63176, South Korea

5. How to Initiate a Claim or Exchange

To report a defect or damage claim, please follow these steps within 7 days of receiving your package:
  1. Email our support team at info@d295ma.com.
  2. Include your full name, order number, and clear digital photographs illustrating the defect, damage, or sizing issue.
  3. Our customer support team will evaluate your claim within 2 business days and provide detailed return packaging instructions.

6. Contact Information

  • Brand Name: D29:5MA
  • US Headquarters: Trinity Unity (California)
  • U.S. Address: 2068 Moonlit Marsh, Upland, CA 91786
  • Production & Fulfillment Center: Trinity Unity Korea 
  • KR Address: 2nd floor, 7, Seosa-ro 14-gil, Jeju-si, Jeju-do, 63176, South Korea
  • Customer Support Email: info@d295ma.com
  • Phone: +82 10-8324-4863
  • Business Hours: Mon - Fri, 9:00 AM - 6:00 PM (KST) / Sun - Thu, 5:00 PM - 2:00 AM (PST)