Delivery & Returns – Hand Customized

Shipping & Delivery Information: What You Need to Know

At HandCustomized®, our goal is to offer you the best shipping options, no matter where you live

How the process Works?

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1. Order Processing Time

At our online store, we take great pride in offering you meticulously hand-customized shoes that cater to your unique preferences and style. Because each pair is individually crafted to ensure the highest quality and attention to detail, our order processing time is slightly different from what you might encounter with mass-produced items.

Upon confirmation of your payment, our skilled artisans will begin the production process for your bespoke shoes. As each pair is handcrafted and tailored to your specifications, the production time ranges from 2 to 3 days. This timeframe allows our craftsmen to devote the necessary care and attention to your order, ensuring that your shoes meet our exacting standards of quality and craftsmanship.

We understand that you’re eager to receive your one-of-a-kind shoes, and we’re committed to delivering your order as quickly as possible without compromising the quality of the final product. Rest assured that our team works diligently to craft your unique pair and dispatch it to you promptly.

We appreciate your understanding and patience during the production process, as it allows us to provide you with the exceptional, hand-customized shoes you deserve.

2. Shipping Information

Upon collection of your parcel by our trusted logistics partner, we ensure prompt shipping to various European countries, with delivery times typically ranging from 3 to 4 business days. We work closely with our shipping partners to minimize any delays and provide you with a smooth and efficient delivery experience.

*Kindly note that the stated shipping times do not account for potential customs delays. Furthermore, please be aware that delays may occur during peak seasons or unforeseen events, such as the Covid-19 pandemic, Christmas, or Black Friday sales.

3. Tracking Your Shoes

Once your order has been shipped, you will receive an email notification with your tracking number. This tracking number is unique to your order and can be used to monitor the progress of your package from the moment it leaves our warehouse until it reaches your doorstep.

To track your package on our website, follow these simple steps:

Visit our website and navigate to the “**Track Your Order**” page. This can be found in the header of our website.
Enter the email address associated with your order and your unique tracking number.
Click the “Track” button to view the status of your package.

Once you have entered your tracking information. You can view the date and time of each update, as well as any relevant notes or comments about the shipment.

If for any reason the tracking number is not working, please allow up to 3 business days for the package location to be updated. If the tracking does not provide any information after this time, please don’t hesitate to contact our customer support team for assistance.

DETAILED LIST OF DELIVERY TIMES PER COUNTRY

Austria: 1-3 working days Belgium: 1-3 working days Bulgaria: 1-3 working days Croatia: 5-6 working days Cyprus: 6-7 working days Czech Republic: 4-6 working days Denmark: 4-6 working days Estonia: 5-7 working days Finland: 5-7 working days France: 4-6 working days Germany: 4-6 working days Greece: 6-7 working days Hungary: 4-6 working days Ireland: 5-7 working days Italy: 4-6 working days Latvia: 5-7 working days Lithuania: 5-7 working days Luxembourg: 4-5 working days Malta: 6-7 working days Netherlands: 4-6 working days Poland: 4-6 working days Portugal: 5-7 working days Romania: 5-7 working days Slovakia: 4-6 working days

Exchange or Return of Shoes

At Hand Customized, we understand that sometimes the shoe you receive might not meet your expectations or have defects. That’s why we have a return policy to ensure our customers are satisfied with their purchase. In this article, we’ll discuss our return policy and how to initiate a return.

Firstly, it’s important to note that we accept returns for the following reasons:

1.Defective product: If you receive a shoe with a defect, we’ll accept the return and issue a full refund or send you a replacement.

2.Incorrect size or style: If we accidentally send you the wrong size or style, we’ll accept the returnr exchange the shoes for the correct size or style.

3.Dissatisfied with the product: If you’re not happy with the shoe for a valid reason

We do not accept returns for any other reasons because this are hand customized products.

To initiate a return, you need to contact us through our live chat or send an email to our customer service team. You’ll need to provide us with the order number and reason for the return. Our customer service team will guide you through the return process.

It’s important to note that we only accept returns for shoes that are unworn and in the same condition as when you received them. The shoes should be returned in their original packaging with all tags and accessories included.

Once we receive the returned product and inspect it, we’ll issue a refund or exchange the shoes as requested. The refund will be credited to the original payment method used for the purchase.

It’s important to initiate the return process as soon as possible to avoid delays. Our customer service team is available to answer any questions or concerns you may have regarding the return process.

Frequent Asked Questions

Which company do we use to ship?

We have recently partnered with a new courier, Wawrzyniak Cargo Logistics sp.z oo, to be the transshipment forwarder to speed up the deliveries from our factory to the destination country. Wawrzyniak Cargo will provide shipment updates via the API system with all updates. In the destination country, we will continue to use DHL and FEDEX to deliver locally. We use DHL express 95% of the time. We also ship with Fedex depending on logistics. For your convenience, all orders placed after March 6th, 2023 can be tracked on our website under the section “track” by entering the email of the purchase and the tracking number.

Do i get a tracking code?

Yes, you will receive a tracking code via email as soon as your item is shipped. Wawrzyniak Cargo will also provide shipment updates via the API system with all updates, and you can track your package live using our tracking system.

Tracking number is not working?

It may take up to 3 business days for the package location to be updated. We ask for your patience. If the tracking does not provide any information, please contact us!

Packages Stuck on "In Transit" Status on DHL Website?

If you have purchased a product from out store, you may have noticed that the shipment status on the DHL tracking page may show as “in transit” or “shipment information received electronically” for a few days. This can be confusing and may cause concern for some customers. However, there is no need to worry, as this is a normal part of the shipping process.

When an order is placed, within 1 day all the necessary materials are purchased from suppliers. Within 3 days, the shoe enters the production stage. It takes around 5-9 business days in total for the order to be completed and ready to pack at our factory. Once the package is ready, our partner courier, Wawrzyniak Cargo Logistics sp.z oo, will pick up the package and begin the transit process. It takes approximately 5-8 business days for the package to be processed at their central hub in Górecka Poland before it is shipped to the destination country and handed over to DHL.

When the package is on production stage in our factory it gets announced to DHL. However, this does not mean that the package has been shipped yet. It is just an announcement that we use to register the tracking number. This allows Wawrzyniak Cargo Logistics sp.z oo to know in advance the tracking code and register it in their system. We generate tracking codes in advance to avoid confusion and lost packages. The SAME tracking code that is generated will be used by Wawrzyniak Cargo Logistics sp.z oo while in transit and by DHL on the destination country.

The status on the DHL tracking page will remain as “shipment information received electronically” or “In Transit” until the package arrives at the DHL sorting hub in the destination country. However, on our website, you can track the package in the “track” section to see all updates from Wawrzyniak Cargo Logistics sp.z oo. At this point the package is in transit. If you try to track this shipment on DHL Express Official website. The package might have the label “In Transit” just the day after it shows “shipment information received electronically”. This depends on DHL and not on us or Wawrzyniak Cargo Logistics sp.z oo.

In conclusion, if you see “shipment information received electronically” or “In Transit” on the DHL tracking page, there is no need to worry. Your package is on its way or will be on its way and will be delivered as soon as possible. You can track your package on our website in the “track” section to see all updates from Wawrzyniak Cargo Logistics sp.z oo. If you have any concerns or questions, please do not hesitate to contact our customer service team.

Why my Package Shows 'Shipment Information Received Electronically' on DHL?

The status on the DHL tracking page will remain as “shipment information received electronically” until the package arrives at the DHL sorting hub in the destination country. However, on our website, you can track the package in the “track” section to see all updates from Wawrzyniak Cargo Logistics sp.z oo. At this point the package is in transit. If you try to track this shipment on DHL Express Official website. The package might have the label “In Transit” just the day after it shows “shipment information received electronically”. This depends on DHL and not on us or Wawrzyniak Cargo Logistics sp.z oo.