FAQ
Q. Where do you ship to?
A. We currently ship to the following countries:
Australia
New Zealand
Canada
The United Kingdom
The European Union: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden
Please check out our shipping policy for information about import taxes and duties here.
Q. How does the BOGO (Buy One, Get One) deal work?
A. When we have a BOGO deal on offer, all you need to do is add any two pairs of shoes to your cart, and the cheaper pair (or second pair if they are equal value) will automatically be free! They can be any size, design or shoe style, and there is no limit on how many pairs you can get with this deal. Simply add as many pairs to your cart as you like and it will automatically show you which ones will be free. 😊
Q. What's the difference between women's sizes and men's sizes?
A. Absolutely nothing. Our shoes are made to the unisex EU sizes and are intended for everyone, regardless of gender. We only list them by "men's sizes" and "women's sizes" to make it easier for people to find their sizes, as not everyone knows their unisex EU size. 😊
Q. Is it possible to order two different sized shoes as a pair?
A. Unfortunately this is not possible, sorry.
Q. What if my shoes don't fit me?
A. No problem! We offer a one-time free size replacement within two sizes of what you ordered. You don't need to return your original shoes and all you need to pay is the shipping fee for your replacement shoes, so you have nothing to worry about! To get your free size replacement, please email us at info@offbeatsweetie.com within 21 days of receiving your shoes and we will be happy to get that sorted for you.
Q. What is the quality guarantee?
A. All of our products are carefully inspected for quality, but in the unlikely event that you receive something that is flawed, damaged, poor-quality printing or incorrect, we will replace it for free. Please see our refund policy for more details.
Q. When will I get my order?
A. Because our products are made on demand, there will be a production time of 1-2 weeks (depending on what you ordered and time of year) before your order is shipped out. When your order is ready to be shipped you will get an email with your tracking number.
Each product page has an estimation of production and shipping timeframes in the description.
Q. What does "made on demand" mean?
A. Our products are not mass-produced. In order to minimise our environmental impact, we use a "made on demand" business model. This means that we don't actually make our products until after they are ordered. Once our products are made, they are sent directly from our makers to our customers. This reduces waiting times, costs and carbon footprint. Think of it as a pre-order system, but without the unnecessary extra step of having the product sent to us, repackaged and then forwarded to you.
Q. Will my products be exactly the same as what I see on my screen?
A. As mentioned above, we don't actually manufacture our products until after they are ordered, and therefore we don't have stock photos of them. We use digital mock-ups as a guide to give you an idea of what the final product will look like.
While we try our best to represent our products as accurately as possible on our website, differences in individual devices and screen settings can affect how colours appear on your screen, and due to the custom-made nature of our products, there can be slight differences in design placement from piece to piece. For these reasons, we cannot guarantee that your product will look exactly the same as the mock-up you see on your screen, but we do our best to get them as close as possible.
We genuinely appreciate when our customers send us photos of their Offbeat Sweetie goodies so that others have the opportunity to see how fabulous the real thing is!
Q. Where do your products ship from?
A. We work with a range of expert product makers, and ship orders directly from our makers to our customers to ensure you will get your delivery as soon as possible! In most cases your items will ship from China, who are the world experts on custom footwear manufacturing. Please see our statement about the Made In China stigma here.
Q. Why don't you make your products in Australia?
A. Because Australia does not have any manufacturers here that are capable of making our products. If that ever changes, we would love to make our products locally!
Q. What is vegan leather?
A. Our vegan leather is a high quality synthetic imitation leather known as PU leather. We have worked very hard to ensure we offer only the absolute best quality products we can find. Our vegan leather looks and feels very similar to the real thing, but is cruelty-free. 🙂
Q. Do you take requests for custom designs?
A. At the moment we are unfortunately unable to take custom requests, however we welcome suggestions for future design ideas.
Q. I wear orthotics/need arch support, do your shoes have removable insoles?
A. Yes, our shoes have removable insoles, and many 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. 🙂
Q. I have wide feet, will your shoes fit me?
A. As everyone's feet are different, we recommend checking the width measurements on our size charts. Each product has a different size chart, which you can find via the link under the Add To Cart button.
Q. Do you have a physical shop?
A. Not at this stage, but we hope to one day!
If you are interested in being a stockist, please contact us at info@offbeatsweetie.com and let us know about your fabulous shop so we can see if we are a good fit!
Q. Where did the shoeboxes go?
A. Unfortunately in the past there were some issues with careless couriers and the shoeboxes were turning up crushed, so in order to provide maximum protection for your footwear we changed to using a premium padded bag inside a handy reusable cotton bag. This way we know your footwear is happy and protected on its journey to you!
Q. My tracking link isn't working, what's going on?
A. Sometimes it takes the carrier a day or so to get the tracking details uploaded into their system. Please check your link again in a few days. If it still isn't working, please feel free to get in touch with us and we will be happy to help.
Q. My shoes have a weird smell. Is that normal?
A. Don't worry, it is totally normal for freshly made shoes to occasionally have a smell. When you buy them from shops, they have generally been sitting on a shelf somewhere for a long time before you ever see them so they get plenty of time to air out. Our shoes are not mass produced, but rather are made on demand just for you, which means that they may not have had time to air out before they reach you. Don't worry though, it's not harmful and it will go away soon. If needed, you can simply let them air outside (but protected from the weather) for a couple of days and the smell will go away. Apologies for the inconvenience.
Q. I've never ordered from overseas before, what if my order gets lost in transit?
A. No need to stress! In the unlikely event that your parcel gets lost or damaged in transit, we will send you a free replacement (however, if there are issues with delivering to your shipping address, we may need to ask you for an alternative address).
We always make sure our customers get what they paid for, so just get in touch with us and we'll look after you. 😊
