Q. Where do you ship to?
A. We currently ship to the following countries:
Australia
New Zealand
Canada
USA (except the following territories: American Samoa, Guam, Northern Mariana Islands, and Virgin Islands)
The United Kingdom
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
European and UK Customers: Please note that we have an IOSS number and UK VAT Registration number. This means that for EU orders under €150 and UK orders under £135, your VAT will be collected at checkout and remitted later on your behalf for your convenience. For orders over these amounts, it is a legal requirement that VAT is billed to the customer when the package enters your country. We are not aware of any further customs duties or fees that would be applicable to your order, however please check with your local authorities if you want to be sure.
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. In order to minimise our environmental impact, we use a "made on demand" business model. This means that we don't actually produce our products until after they are ordered, and therefore we don't have photos of them. We use mock-ups as a guide to give you an idea of what the final product will look like.
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 China. Please see our statement about the Made In China stigma here.
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.
Q. My shoes have a slight chemical smell. Is that normal?
Don't worry, it is totally normal for printed shoes to occasionally have a chemical smell when they are freshly made. When you buy them from shops, they have generally been sitting on a shelf somewhere for a long time before you ever see them. Our shoes are not mass produced, but rather are made on demand just for you, which means that they may not have had time to air out before they reach you. Don't worry though, it's not harmful and it will go away soon. Please let them air outside (but protected from the weather) for a couple of days and the smell will go away. Apologies for the inconvenience.
