Refund policy

Returns & Refunds

Most items are made-to-order (print-on-demand). Because your piece is created just for you, we don’t accept returns or exchanges for buyer’s remorse, wrong size, or color once an order is placed. Please double-check the size guides before purchasing.

But don't despair. That determination can be made on a case by case basis.

If there’s a problem with your order (POD items)

If your item arrives misprinted, damaged, or defective, or you received the wrong item, email gigi@thepucknstudio.com within 14 days of delivery with:

  • Order number

  • Clear photos of the issue + the packing slip

  • A short description of what’s wrong

Once approved, we’ll replace the item or issue a refund to your original payment method.

Important: Don’t ship anything back without contacting us first. Unauthorized returns will be refused.

What isn’t eligible (POD items)

  • Wrong size/fit, color, or “changed my mind”

  • Sale items and gift cards

  • Normal wear & tear after use

Shipping issues

  • Lost in transit: If your package hasn’t arrived and tracking hasn’t updated, contact us within 14 days of the estimated delivery date.

  • Wrong/insufficient address or unclaimed packages: We can reship once it’s returned, but reshipping costs are on the customer.

Return address

We’ll provide the correct return authorization and address (varies by item/fulfillment facility) after you email us. Please do not ship returns to any address without authorization.

Hand-Painted Custom Sneakers (non-POD)

These are final sale and made by hand—minor variations are part of the art.

If they arrive damaged in transit, email gigi@thepucknstudio.com within 7 days of delivery with unboxing photos/video and a description of the damage. We’ll make it right case-by-case.

Refund timing

Once a return/refund is approved, we’ll process it to your original payment method. Your bank/card may take up to 10 business days to post the credit.

EU “cooling-off” note

Because our products are made-to-order/customized, the standard EU 14-day cooling-off period generally does not apply. Defect/print issues remain covered under the policy above.

Questions? Hit gigi@thepucknstudio.com and we’ll help.