If it isn’t right.

Designs from the collection

You may return a pair from the collection within 14 days of delivery. The pair must be unworn, in the condition it arrived in and in its original packaging — try it on indoors, on a clean surface, the way you would in a shop.

Once soles show wear, we cannot resell the pair and cannot accept it back.

Custom and personalised pairs

A pair designed to your specification — your character, your artwork, your name, your colours — cannot be returned because you changed your mind. It was made for one person and cannot be offered to anyone else.

This is also where consumer law lands: the statutory right of withdrawal does not apply to goods made to the consumer’s specification or clearly personalised. Your rights if the pair is faulty or not what was agreed are unaffected, and are set out below.

It is why we quote, discuss and confirm the artwork with you in writing before painting begins. If you are unsure at that stage, say so — that is the moment to change anything.

Faulty, damaged or not as agreed

If your pair arrives damaged, the paintwork fails in normal wear, or what arrived is not what we agreed, tell us within 14 days of delivery at orders@reiyu.art. Include your order number and clear photographs of the problem.

We will repair the pair, repaint it, or refund you in full — we agree which with you. Return postage for a faulty pair is on us. This applies to custom work exactly as it applies to the collection, and it is in addition to your statutory rights, not instead of them.

What is not a fault

Hand-painted artwork varies slightly from pair to pair and from the photographs on this site; that variation is the nature of the work. So is gentle creasing of the paint where the shoe flexes.

We also cannot treat as faults: damage from wear in rain, mud or machine washing; damage from solvents, brushes or cleaning products; ordinary wear over time; or a size that does not fit when the size guide was followed. Care instructions are on the questions and care page and travel with your order.

How to start a return

Email orders@reiyu.art with your order number and the reason before you send anything back. We will confirm the return address and how to pack the pair. Parcels sent back without being agreed first may not reach us, and we cannot refund what we have not received.

For a change of mind you pay the return postage and we recommend a tracked service — until the parcel reaches us it is your responsibility.

Refunds

Once your return arrives and has been checked, we refund to the original payment method within 14 days. We refund the price of the pair and the standard outbound shipping you paid; if you chose an express service, the difference is not refunded.

How quickly the money appears is up to your bank or card issuer, not us.

Exchanges

We do not exchange directly — every pair is painted for a specific order. Return the pair under this policy and place a new order for the size or design you want, so your new pair goes into production straight away rather than waiting on a return in transit.