Refund policy

Last Updated: July 22, 2026

Welcome to Urban Palette. Every pair of our shoes is individually hand-painted and crafted specifically for you. Because each product is made to order, we take great care to ensure the highest quality before shipping.

Please read our Return & Refund Policy carefully before placing an order.

Custom-Made Products

All of our products are made to order and hand-painted based on the selected design or your custom requirements. Due to the personalized nature of our products, we do not accept returns, exchanges, or cancellations once production has begun.

Returns

We only accept returns if:

You received the wrong product.
The product arrived damaged during shipping.
The item has a manufacturing defect.

If your order meets one of the above conditions, please contact us within 48 hours of delivery and provide:

Your order number
Clear photos of the product
Photos of the shipping package (if applicable)

Once your request is reviewed and approved, we will arrange a replacement or refund where applicable.

Non-Returnable Items

The following items are not eligible for return or exchange:

Custom-designed or personalized products
Hand-painted shoes created according to your selected artwork
Orders where the wrong size was selected by the customer
Minor variations in brush strokes, texture, or color that naturally occur in handmade artwork
Products showing signs of wear, use, washing, or damage after delivery

Size & Fit

Please review our size guide carefully before placing your order.

If you're unsure about sizing, feel free to contact us before purchasing. We cannot offer returns or exchanges for incorrect size selections made by the customer.

Refunds

Approved refunds (only in eligible cases) will be processed to the original payment method within 5–10 business days after approval.

Shipping charges are non-refundable unless the error was on our part.

Order Cancellation

Orders may only be cancelled within 12 hours of purchase, provided production has not started.

Once painting or customization has begun, the order cannot be cancelled.

Color & Artwork Disclaimer

Because every product is hand-painted by skilled artists, slight differences from product photos may occur. These natural variations make each pair one of a kind and are not considered defects.

Actual colors may also vary slightly depending on your device's screen settings.