FAQ

At the moment we are unfortunately unable to take custom requests, however we welcome suggestions for future design ideas.

While we would love to be able to offer these, unfortunately we have not been able to find a supplier that can put our designs on steel capped or zippered boots. If this ever changes, we will be sure to offer them!

In the meantime, if you love our boots but require a zipper closure, there are some fabulous things you can buy to convert lace-up boots into zip-up ones! If you google "lace-in boot zipper" you will see a range of options available, so you can still grab a pair or two of your favourite Offbeat Sweetie boots and zip them up!

Spot clean them using a soft wet cloth with warm water and a bit of dish soap. For extra dirty spots, gently clean using a soft-bristled brush and a paste made from water and bicarb soda.

We recommend always testing an inconspicuous spot first.

Do not saturate the interior of the shoes.

Hope this helps!

Our vegan leather is a high quality synthetic imitation leather known as PU leather (the lovely soft kind, not to be confused with the cheap, gross kind you might have seen on low quality items out there in the wild). Our vegan leather looks and feels very similar to the real thing, but is cruelty-free. 🙂

Unfortunately, we are not able to advise you on whether our footwear is suitable for particular jobs or industries.

If you are considering buying our footwear to wear to work, we encourage you to look at the product details, consider what the shoes/boots you are interested in are made of, and decide for yourself whether that material is likely to be suitable for the demands and risks associated with your job. We accept no liability for customers choosing to wear our footwear in unsuitable environments.

We do not currently have a wide-fit range. However, while we obviously can't speak for all feet, many of our customers have commented that they have wider feet and were pleased that they could comfortably fit into our boots.

As our products are custom-made after ordering, the images used are mock-ups to give you an idea of what your items will look like and are to be used as a guide only. Images and colours can look different depending on the device you're viewing them on and your screen settings. Due to this, we cannot guarantee that what you're seeing on your screen will exactly match the colouring of the products in real life.

Please see the Customer Pics page for photos provided by real customers.

Yes, all of our shoes have removable insoles, and some customers have told us that they can insert their own orthotic insoles or arch supports with no problem. This is obviously dependent on the individual customer's orthotic needs.🙂

We offer free shipping for all orders over $150*!

For orders under $150*, to keep things simple it's just $8.95* per item to help cover the cost of shipping.

*AUD (if you're not based in Australia, it will automatically adjust to your currency at checkout)

Our products are not mass-produced. To minimise our environmental impact, each item is individually made once ordered by our carefully vetted, reliable offshore product makers, and then shipped directly from our makers to you.

Depending on what you order, production usually takes between 3 - 10 days and shipping usually takes an average of 1-2 weeks (depending on where you live), however in peak periods we sometimes see longer production and/or shipping timeframes. We are unfortunately unable to do anything to speed things up for you, however rest assured that our product makers work hard to ensure your order gets made as soon as possible while maintaining the high quality standards our customers deserve.

Once your order is ready and shipped out you will receive an email with your tracking number. For obvious reasons we cannot make guarantees on shipping timeframes, but just remember that all the best things are worth waiting for!

We currently ship to Australia, New Zealand, Canada and the USA (except the following territories: American Samoa, Guam, Northern Mariana Islands, and Virgin Islands).

In most cases, yes. If there is an issue with sending to your P.O. box/locker we will contact you for an alternative address. If needed, an easy solution is to use the physical business address of your local post office 'bricks and mortar' shop.

It depends what you order. As we work with a number of makers for our various products, your items may be sent out from different places and therefore may not arrive on the same day. So if you've only received part of your order don't panic, the rest of it won't be far behind!

No problem! We offer easy size exchanges, and also offer a money-back satisfaction guarantee*, so you have nothing to worry about!

For more info on how these offers work, feel free to check out our Refunds and Exchanges Policy. *Please note that clearance, discounted and sale items are excluded.

Order confirmation emails are set up to go out automatically as soon as orders are placed. Unfortunately, sometimes technology sucks and doesn't do what it is told to! If you didn't get an order confirmation email, please first check your junk/spam folder, and if you still can't find it simply send us an email at info@offbeatsweetie.com and we will be able to provide you with confirmation that your order has been received.

Only if your order has not yet gone into production. Once an order has gone into production, unfortunately we are no longer able to make any changes to the order. We wait at least an hour before processing orders to give customers a grace period to contact us if they realise they have made a mistake with their order, so please check your order confirmation email carefully to ensure that everything is correct and contact us immediately if you realise you have made a mistake. If you did not receive an automatic order confirmation email within 5 minutes of ordering, please contact us and we will resend it to you.

If you accidentally ordered the wrong size, don't stress! Once you have received them you will be able to exchange them under our Refunds and Exchanges Policy.

Unfortunately not, as most of our products are made on demand rather than sitting in stock somewhere. This means that when you place an order, we pay our manufacturers to make your items just for you. Once we have paid our manufacturers to make your order, they will not accept cancellations and therefore neither can we.

No. We don't actually work for the delivery companies we use and have about as much control over what happens to a parcel after we send it as you do! 😉

While we know you are excited to receive your order (and who could blame you?!), we cannot do anything to get it to you faster - believe us, we would if we could!

If you're worried about the very unlikely possibility that your parcel might have been lost in the mail, don't stress - we've got you covered! You can read all about it in our Shipping Policy.

Making amazing custom products takes time, but it's so worth the wait! Due to the nature of our production model, however, we unfortunately cannot provide individual order updates while your order is still in production.

When your order is ready to be shipped out you will receive an email with a tracking link. Please use this link, or the Track My Order page, to get an update on where your order is. If there appears to be no update on your tracking for a few days, one thing you can try is to scroll to the bottom of the tracking page and find the "last mile" tracking number. It should also tell you which courier your package will be with for the end of its journey. You can use that tracking number on the courier's website for more detailed info or to submit a parcel enquiry.

We are an Australian business based in beautiful Shellharbour, NSW. Shellharbour is on Dharawal country.

No, we do not currently have a storefront and are an online-only business (with the exception of the occasional market stall around the Illawarra area).

We price our items in Aussie dollars, however we use geolocation so you will be shown prices and pay in your own currency, using the current exchange rate. So if some prices look a little odd to you, or vary slightly from day to day, it's because of the conversion. 😊

We get this one a lot, and the answer is as much as we would genuinely prefer to make our products in Australia, we have been unable to find a single Australian manufacturer with the ability to make our products on demand for us. If you know of any Aussie manufacturers who can do this, please do let us know because we would be very keen to talk to them!