Product Questions

At the moment we are unable to take requests of any kind.

If that changes we will let you all know here, however we will never take requests to do any designs that are licenced, trademarked or protected by copyright laws, so unfortunately we cannot do your favourite cartoon characters etc. Sorry!

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!

For the canvas shoes, use warm water with dish soap and a cloth to clean off any dirt spots. Don't soak the whole shoe. For hard-to-clean spots, use a soft-bristled brush.

For vegan leather boots, a soft wet cloth will usually do the trick. If needed, using warm soapy water is fine. The vegan leather exterior is water resistant so they're pretty tough, but try not to saturate the interior of the boots, otherwise they'll need some decent drying time in the sun.

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 cracky 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 whether our footwear is suitable for particular jobs or industries. There are simply too many different jobs out there and we are not experts on the safety or other requirements of all roles.

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 are made of, the demands and risks associated with your job and whether that type of material is likely to be suitable. For example, if you work in construction then soft vegan leather boots would not be considered suitable, as you really want tough, steel-capped boots in case you drop a brick on your foot!

If you really love one of our products and, after considering all of the above you are still not sure whether they would be suitable for your job, maybe you should just grab them anyway! If you decide not to wear them to work you can always wear them everywhere else!

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 and high tops.

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. As most of our products are only made once ordered, 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. Due to the handmade nature of our products, some designs may sit in slightly different places than seen in the mock-ups. Please see the Customer Testimonials 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.🙂

Shipping

We offer free shipping for all footwear!

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.

Production usually takes about a week and shipping is currently taking an average of 1-2 weeks, 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 Australia Post 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!

Returns and Exchanges

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 and to review the terms of these offers, feel free to check out our Refunds and Exchanges Policy. Please note that clearance, discounted and sale items are excluded from these offers.

Orders

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 an order is delivered to the wrong address or returned to sender due to customer error, any costs associated with redelivery and/or reordering will be the customer's responsibility.

If you accidentally ordered the wrong size, once you have received them you will be able to exchange them under the 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.

Unfortunately we cannot provide updates on orders that are still within our stated production and shipping timeframes.

When your order has been shipped out you will receive an email with a link to the tracking. Please use this link, or the Track My Order link on our website, to get an update on where your order is. If there appears to be no update on your tracking for a few days, scroll to the bottom of the 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.

If it is outside of our stated delivery timeframes, and if after you have tried the last mile tracking as described above you still need help, please contact us via our contact form and we will do our best to assist you.

Miscellaneous

We price our items in Aussie dollars, however we use a currency converter so you will be shown prices 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 manufacturer who is capable of producing footwear on demand with our designs on them. 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!