FAQ
How long does a custom order take to complete?
Turnaround times vary depending on the complexity of the design.
Ready-to-Ship items: Usually ship within 3-5 business days.
Custom Commissions: Typically take 4–8 weeks from the time the design is finalized and payment is received. We prioritize craftsmanship and quality over speed, every piece is made with intention.
Due to the nature of each commission and current demand, your specific estimated completion date will be communicated with your order confirmation. Some orders may be completed sooner; others during high-demand periods may require the full window.
How do I order a 1-of-1 or Bespoke design?
If you are looking for a Bespoke design from the preselected models in Atelier, complete the process through there. If you wish to work on another model, please go to Commission and fill out the form. You can upload your inspiration, sketches, or mood boards there. Once we review your request, we will contact you via email to discuss the design, timeline, and pricing before sending a final invoice.
Do you offer returns or refunds?
Due to the made-to-order and custom nature of our products, all sales are final. We do not offer returns or exchanges. However, if there is a significant structural defect upon arrival, please contact us immediately so we can resolve the issue.
Do I need to provide the base sneakers, or do you source them?
In most cases, we source the brand-new base sneakers ourselves to ensure authenticity and quality. The cost of the base shoe is included in the final quote. If you already have a pair you would like customized, please mention this in your inquiry form.
Are the custom sneakers durable and wearable?
Yes. While we treat every pair as a piece of art, they are built to be worn. We use professional-grade leather and textiles, heavy-duty industrial stitching, and premium materials intended for footwear. However, like any luxury item, we recommend treating them with care to maintain their condition.