Refund policy

Every pair we make is customised by hand to your specification and made to order. Because of this, we're unable to accept returns or offer refunds for change of mind, incorrect size selection, or personal preference.

Please check sizing carefully before ordering. If you're unsure, contact us at info@customblackouts.co.uk before you buy and we'll advise.

Damages and issues

Please inspect your order on arrival and contact us immediately at info@customblackouts.co.uk if the item is defective, damaged, or you've received the wrong item. Send your order number and photos within 14 days of delivery and we'll evaluate the issue and make it right — by repair, replacement, or refund as appropriate. Your statutory rights regarding faulty goods are unaffected.

Non-returnable items

As all our products are custom, made-to-order items, they are exempt from standard returns under the Consumer Contracts Regulations 2013. Gift cards are also non-returnable.

European Union 14-day cooling-off period

If your order is shipped into the European Union, you have the right to cancel within 14 days without justification — except where goods are made to your specification or clearly personalised, which are exempt under EU consumer law. As our boots are custom-made, this exemption applies. Faulty goods remain covered in all cases.

Refunds (where applicable)

Where a refund is due (e.g. a faulty item), we'll notify you once we've received and inspected the returned item, and let you know if the refund is approved. If approved, you'll be refunded to your original payment method within 10 business days. It can take additional time for your bank to process and post the refund. If more than 15 business days have passed since approval, contact us at info@customblackouts.co.uk.

Contact: info@customblackouts.co.uk