Exchanges & store credit
JM Customs operates an exchange and store credit policy. If a pair isn't right for you, send it back and we'll swap it for a different size or a different pair — or issue store credit to use whenever you like. We do not offer cash refunds.
How it works
- Contact us within 14 days of delivery to arrange your return.
- Items must be unworn, unwashed and in original condition, with the original box intact.
- We recommend a tracked service — the pair remains your responsibility until it reaches us.
- Return postage is the buyer's responsibility unless the item is faulty or not as described.
- Once received and inspected, we'll dispatch your replacement or issue store credit within 5 working days.
Customised pairs
One-of-one customised pairs are hand-finished and made to order. They can't be returned or exchanged unless faulty.
Pre-owned pairs
Pre-owned pairs are described and photographed honestly. They're covered by the same exchange and store credit policy, provided their condition is unchanged.
Faulty or incorrect items
If anything arrives faulty, damaged, or isn't what you ordered, contact us within 48 hours of delivery and we'll put it right at no cost to you.
This does not affect your statutory rights.