FAQ

Q. Do you accept returns?

A. Unfortunately, as we are closing down, we are no longer able to accept returns. However, we are still able to offer size replacements (see info below).

Q. Tell me about the size replacement offer.

A. We offer a one-time easy size replacement within two sizes of what you ordered - no need to return your original shoes! We just ask that you pay a small shipping fee for your replacement shoes and we'll send them right out to you.

To get your size replacement, please email us at info@offbeatsweetie.com within 7 days of receiving your shoes and we will be happy to get that sorted for you. Rest assured that our email address will remain active after we close until everyone has received their order, to ensure that anyone who needs a size replacement will be taken care of. :)

*Please note that this offer is only valid for the same item and design as the original order. It cannot be used to switch to another shoe style, or between standard and wide versions. It can be used for one order, no matter how many pairs are in that order. Even if you need 10 pairs of shoes replaced we can do that for you, as long as they were all in the same order. :)

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 (usually only 1 week, but can be a little longer depending on how much you ordered and time of year). 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 you still ship out my order if it isn't ready until after you close?

A. Yes! Our website is open until November 30th. After that we will not be accepting new orders, however we will still be working behind the scenes to ensure every order will be made and sent out as soon as possible. 

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 you ship to?

A. We 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 much is shipping?

A. Shipping is an easy flat rate of $15.95 AUD, no matter how much you order (automatically converted to other currencies based on location).

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 policy for more details.

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. 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. 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. Do you have a physical shop?

A. No, we are an online store only.

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.