FAQ
Q. Where do you ship to?
A. We currently ship to the following countries:
Australia
New Zealand
Canada (Temporarily on hold due to postal worker strikes)
USA (except the following territories: American Samoa, Guam, Northern Mariana Islands, and Virgin Islands)
The European Union: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden
Q. When will I get my order?
A. Our products are not mass-produced, they are made 'on demand' after they have been ordered. This means that there will be a production time of 1-2 weeks (depending on what you ordered) before your order is shipped out. When your order is ready to be shipped you will get an email with your tracking number.
Each product page has an estimation of production and shipping timeframes in the description.
Q. What's the difference between women's sizes and men's sizes?
A. Absolutely nothing. In fact, we consider all of our shoes to be for everyone, regardless of gender. We only list them this way to make it easier for people to find their sizes, as not everyone knows their unisex EU size. 😊
Q. I'm Australian, what size should I choose?
A. Women's sizes are the same in AU and US sizes, so if you're an AU 8 choose a US 8.
For men's sizes go up one from your AU size, so if you're an AU men's 10 choose a US men's 11.
Q. Is it possible to order two different sized shoes as a pair?
A. Unfortunately this is not possible, sorry.
Q. What if my shoes don't fit me?
A. No problem! We offer a one-time free size replacement within two sizes of what you ordered. You don't need to return your original shoes and all you need to pay is the shipping fee for your replacement shoes, so you have nothing to worry about! To get your free size replacement, please email us at info@offbeatsweetie.com within 21 days of receiving your shoes and we will be happy to get that sorted for you.
Q. What is the quality guarantee?
A. All of our products are carefully inspected for quality, but in the unlikely event that you receive something that is flawed, damaged, poor-quality printing or incorrect, we will replace it for free. Please see our refund policy for more details.
Q. Will my products be exactly the same colours as what I see on my screen?
A. While we try to represent our products as accurately as possible on our website, differences in individual devices and screen settings can affect how colours appear on your screen. Therefore we cannot guarantee that your product will be exactly the same colours as you see on your screen.
Q. What is vegan leather?
A. Our vegan leather is a high quality synthetic imitation leather known as PU leather. We have worked very hard to ensure we offer only the absolute best quality products we can find. Our vegan leather looks and feels very similar to the real thing, but is cruelty-free. 🙂
Q. Do you take requests for custom designs?
A. At the moment we are unfortunately unable to take custom requests, however we welcome suggestions for future design ideas.
Q. I wear orthotics/need arch support, do your shoes have removable insoles?
A. Yes, our shoes have removable insoles, and some customers have told us that they can insert their own orthotic insoles or arch supports with no problem. This is obviously dependent on the individual customer's orthotic needs.🙂
Q. I have wide feet, will your shoes fit me?
A. As everyone's feet are different, we recommend checking the width measurements on our size charts. Each product has a different size chart, which you can find via the link under the Add To Cart button.
Q. Do you have a physical shop?
A. Not at this stage, but we hope to one day! At the moment, the only physical shop where you can buy select Offbeat Sweetie items is Plant Passion, Horsham Plaza Shopping Centre, Horsham, VIC, Australia.
If you are interested in being a stockist, please contact us at info@offbeatsweetie.com and let us know about your fabulous shop so we can see if we are a good fit!
Q. Where do your products ship from?
A. We work with a range of expert product makers, and ship orders directly from our makers to our customers to ensure you will get your delivery as soon as possible! In most cases your items will ship from Asia.
Q. Where did the shoeboxes go?
A. Unfortunately in the past there were some issues with careless couriers and boxes turning up crushed, so in order to provide maximum protection for your footwear we changed to using a premium padded bag inside a handy reusable cotton bag. This way we know your footwear is happy and protected on its journey to you!
Q. My tracking link isn't working, what's going on?
A. Sometimes it takes the carrier a day or so to get the tracking details uploaded into their system. Please check your link again in a few days. If it still isn't working, please feel free to get in touch with us and we will be happy to help.
Customer Reviews
The bag is absolutely gorgeous and I cannot believe how much I can fit in it! I am going to buy one for every baby shower I go to from now on.
Colours are not as shown and not as nice or vintage looking in real life. They have said they use digital mock ups for their stock photos which I think is quite poor for items that have been on the site for a long time. Once a product has been made once, they should take true life photos so the customer actually knows what they are getting. Pic of the stock photo vs the real item below.
Hi Nicole,
Thank you for taking the time to leave your feedback. This was our first one star review in the four years we have been in business so it was quite a surprise, but it's always good to know of areas where we can do better so I welcome the feedback. Unfortunately, in this case I'm sorry to say I don't think there is much we can do! Please bear with me regarding the length of this reply while I try to address your points, because the last thing I want is for an unhappy customer to feel that their feedback is being ignored.
We are very transparent about the fact that we use mock-ups because we make our products after they are ordered (not everyone using the 'made on demand' business model is honest about this) and we have this information in multiple places on our website. We do try our best to represent the colours as accurately as possible, however as mentioned on the website the colours a person sees can vary greatly depending on what device they view them on (and on the person's own eyes, the lighting in which they view the real product, etc). For example, if I view the same image on my phone, my laptop and my husband's laptop I will see 3 different versions of the same colours. We can't control this, as much as we would love to, because there is no way to know what device any given person will be looking on so if we change the image to more accurately represent the colours on one device, it will look way off on another. But we really do try to make them as accurate as we can, because of course we don't want anyone feeling disappointed with the item they receive.
In terms of taking photos when products are ordered, it is a good suggestion and that would have been our preference, but our product makers do not offer this service unfortunately, and as you know the items are sent directly from the makers to our customers to save on time, cost and environmental impact. So we only get photos of items when customers choose to share them, and they are often taken in less than ideal lighting that would not accurately reflect the colours anyway (for example your photo looks different than other photos I have seen of that same bag taken outside in direct daylight). We cannot possibly order every item we sell to take stock photos ourselves because a) we run this family business from our tiny home and there is no room to store hundreds of items after taking photos of them, and b) the whole point of making our products on demand is because it is more environmentally friendly than mass-producing a bunch of items that may never get sold and may ultimately end up in landfill (yuck!). We considered the option of waiting until items are ordered, having them sent to us first for inspection and photos and then sending them onto the customer, however that would mean the customer has to wait even longer for their order and it would drive up postage costs for the customer because we would have to pay for postage twice. I'm sure you can understand why that wasn't an ideal option.
I think the best thing we can do is make it as clear as possible that we use a made on demand business model and use digital mock-ups to represent our products as best we can, so that customers can make the informed decision on if they want to buy something they haven't seen, or not. Thanks to your feedback we will certainly look at if there are ways that we can make this information even clearer on the website to avoid any potential confusion or disappointment for future customers. I am genuinely sorry that you don't like the colours on this bag as much as you'd hoped, but I do hope that you still enjoy this beautiful bag regardless.
All the best,
Shell