Cockatoo Backpack

Q. Who are you and why should I buy from you?

A. We are an Australian family-owned business, run by Shell (AKA 'Mum') with the occasional help of El (AKA 'Dad') and our two adorable kids. We have an amazing customer service guru, Milo, who helps us out with email enquiries and whatnot. Our Australian Business Number (ABN) is 72 793 158 909.

Why should you buy from us? Because we aren't the big guys. We genuinely care about our customers, and we appreciate each and every order we receive. We go out of our way to try to ensure our customers are happy, because without you we wouldn't have a business at all! 

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 much is shipping?

A. Shipping is an easy flat rate of $15.95 AUD (automatically converted to other currencies based on location), or spend $200 AUD (or equivalent in another currency) to get free shipping! 

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 if my shoes don't fit me?

A. No problem! 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 21 days of receiving your shoes and we will be happy to get that sorted for you.

*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 of the same shoe styles.

Q. Do you accept returns?

A. We sure do! We totally understand that footwear is a personal thing, so if you get them and decide they're just not right for you, no hard feelings. Same goes for all of our products. Just send them back in the same condition you found them and we'll refund you what you paid for your items. You can check out how it works in our refund policy.

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. 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 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. We have just released a limited range of wider-fit shoes, which you can find by clicking here. We hope to expand our range of wide-fitting shoes in the future, but to be able to do this we need to show our shoemakers there is a demand for them, so please consider grabbing yourself a pair or two from our current range in the meantime!

As for the standard shoes, since everyone's feet are different we recommend checking the width measurements on our size charts to see if they might be right for you.

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.