Refund policy
Last Updated: February 8, 2026
At CUKATU, we craft each pair of shoes by hand using premium materials and time-honored artisanal methods. We want you to be confident in your purchase and understand our policies. This document explains our terms for order changes, cancellations, returns, exchanges, refunds, and shipping. Our goal is to be fair and clear for both you and CUKATU.
Please note: Many CUKATU products are made-to-order or bespoke. Such custom items are final sale – they cannot be returned or exchanged (except in the rare case of a confirmed manufacturing defect). We strongly encourage reviewing sizing information and order details carefully before placing an order.
For any questions or assistance regarding orders, returns, exchanges, or shipments, please contact us at support@cukatu.com. We are here to help.
Order Changes and Cancellations
We understand plans can change. If you need to modify or cancel your order, please read the following:
Before Production Begins: If you realize you need to change details (such as size, style, or shipping address) or cancel your order, contact us immediately at support@cukatu.com. We will do our best to accommodate requests before the crafting or fulfillment process starts. In-stock orders are typically processed quickly (often within 1-2 business days), and made-to-order production usually begins shortly after order confirmation.
Once Production Has Started: Orders cannot be cancelled or modified once production has begun on made-to-order, custom, or bespoke footwear. Due to the personalized nature of these products, we commence crafting especially for you. After this point, we are unable to make changes or halt the order without incurring significant cost. Similarly, if an in-stock item has already shipped, it cannot be recalled or changed. (However, eligible items can still be returned or exchanged after delivery – see Return & Exchange Eligibility below.)
Confirmation of Changes: Do not consider an order change or cancellation approved until you receive confirmation from CUKATU. Simply sending a request does not guarantee we can intercept the order in time. We will inform you if the order was successfully adjusted or canceled. If a cancellation is approved prior to shipment/production, you will receive a full refund to your original payment method.
Non-Cancellable Items: Custom, made-to-order, or bespoke orders typically enter production very quickly. In most cases, these orders cannot be canceled once placed. Please double-check all details before confirming your purchase of a custom-made item.
By placing an order, you acknowledge that changes or cancellations are only possible within the above constraints. CUKATU reserves the right to proceed with orders as entered if a change/cancellation request is not received and confirmed in time.
Return & Exchange Eligibility
If you are not completely satisfied with an eligible product, we offer returns or exchanges under the conditions below:
Return/Exchange Window: Customers must request a return or exchange within 30 days from delivery of the product. The delivery date is determined by the carrier’s tracking information. After 30 days, we cannot accept returns or exchanges. To initiate a return or exchange, you must contact us at support@cukatu.com for authorization before sending anything back.
Eligible Products: Only regular-priced, in-stock footwear (or other eligible items explicitly stated by CUKATU) qualify for returns or exchanges. The product must not fall under the “Non-Returnable Items” category (see below).
Condition of Items: Returned items must be in new, unworn condition. This means:
Shoes may only have been tried on indoors on a clean, carpeted surface to test fit.
No visible wear on the outsoles or creasing on the upper – shoes showing signs of outdoor use or significant creasing are not eligible.
No scratches, stains, or other damage.
Items must include all original packaging and contents: the shoe box, dust bags, inserts, laces, tags, and any accessories that came with the product. Please return the shoes in the same condition you received them.
Proper Packaging: When returning, place the shoebox inside a shipping carton to avoid damage. Do not apply tape or labels directly to the original shoebox, as this is part of the product. Returns that arrive damaged or without original packaging may be subject to a fee or refusal.
Authorization Required: All returns must be authorized by our customer service. We will provide instructions (and for some cases, a Return Merchandise Authorization (RMA) number or label). Unapproved returns (items sent back without contacting us first) may be refused or significantly delayed in processing.
Inspection of Returns: Every return is subject to inspection upon arrival at our facility. If a returned item is found to be worn, damaged, altered, or outside the allowed return period, we reserve the right to refuse the return. In such case, the item will be sent back to you, and you will be responsible for any return shipping costs (see Refunds and Deductions below).
If you are unsure about your item’s eligibility for return or exchange, please contact us at support@cukatu.com before sending it back. We are happy to clarify any concerns.
Non-Returnable Items (Final Sale Products)
Certain products are final sale and not eligible for return, exchange, or cancellation (once production has started). No returns, exchanges, or remakes will be offered on the following:
Made-to-Order (MTO) Footwear: Shoes crafted upon order to your specifications or size (these are made especially for you).
Custom or Bespoke Footwear: Any footwear custom-made to your measurements, design, or specifications. This includes bespoke orders and any personalized or monogrammed items.
Sale and Clearance Items: Products sold at a discount (sale events, outlet, or clearance) or marked “final sale” at the time of purchase.
Limited Edition Releases: Special edition products or limited-run styles that are marked as not eligible for return.
Shoe Care Items and Accessories: This includes shoe care kits, polishes, creams, brushes, shoe trees, insoles, laces, or similar accessories.
Gift Cards: (if applicable) are not returnable or redeemable for cash.
Why are these items non-returnable? Many of our products are handcrafted on demand or customized, making them unique to the customer. We cannot restock or resell such items easily, and thus we consider those sales final. Additionally, deeply discounted items and personal care products fall under final sale for health, hygiene, or inventory reasons.
Defective Products Exception: If a manufacturing defect is found in a custom/bespoke or otherwise final-sale item, we will address it in accordance with our Defective Items policy (for example, by repair or replacement). However, minor variances inherent to handmade products (see “What Is Not Considered a Defect” below) will not qualify a final-sale item for return.
If you have any questions about whether a product is returnable, please ask us before purchase. We want you to be confident in your order.
Exchanges and Sizing
We want you to get the perfect fit. Because our shoes are handmade, there may be slight variations in fit by style. Please consider the following regarding size exchanges and fit:
Sizing Guidance: Customers are responsible for selecting the correct size. We provide a detailed CUKATU Size Guide and are happy to assist with sizing advice before you order. If you have any doubt about sizing or fit, please email support@cukatu.com prior to purchase. Our team can offer guidance to help you choose the best size, since fit can vary by style or construction.
Eligibility for Exchange: If you need a different size in the same style, we treat this as an exchange. Exchanges are subject to product availability. We can only exchange for a different size or width of the same model and color – we cannot substitute a different style. If you prefer a different model altogether, please initiate a return for the original item (if eligible) and place a new order for the desired model.
U.S. Domestic Exchanges: For customers in the United States exchanging an item for a new size:
CUKATU will provide a prepaid return shipping label for you to send the original pair back to us (we cover the return shipment of the item you’re sending back).
The customer is responsible for the shipping cost of the replacement pair being sent out. We will invoice you for the new shipping charge or communicate the process for payment before dispatching the exchange pair.
We will ship the exchange pair once we receive and inspect the original item to confirm it’s in returnable condition (unworn, etc.).
International Exchanges: For customers outside the U.S., exchange shipping costs are the responsibility of the customer:
You will need to arrange and pay for returning the original item to us.
You will also be responsible for the shipping cost of sending the new size pair to you.
Any import duties, taxes, or customs fees on the replacement shipment will also be your responsibility (just as with the original order).
We recommend using a trackable and insured shipping method for returning items internationally. Also, please mark the package as “Returned Goods” to help avoid additional customs charges on the return; we can provide further instructions when you contact us.
Stock Availability: Exchanges depend on the requested size being in stock or feasible to produce. If the exact size needed is not available immediately, we will inform you. We may offer alternatives (such as a different color or a similar style) or, if no suitable option is available, we will process a return/refund for the original item (assuming it meets return conditions) rather than an exchange. Our goal is to ensure you have footwear that fits, one way or another.
Exchange Timeline: We process exchange requests as quickly as possible. If the exchange item is in stock, we will usually ship the replacement within a few days after approving and receiving your return. If the exchange item must be crafted (for example, if it’s also made-to-order), we will give you an estimated production and delivery timeline. We appreciate your patience as we handcraft your replacement pair.
Remember, the best way to avoid the need for exchanges is to get the size right the first time. Don’t hesitate to reach out to us for sizing help before ordering – we’re here to assist you in finding the right fit.
How to Return an Item (RMA Process)
We want to make the return process straightforward. If you have an eligible item to return or exchange, please follow these steps:
Request a Return Authorization: Email support@cukatu.com within the 30-day return window to request a return or exchange. Provide your order number, the item you wish to return, and the reason for the return or exchange (for example, size too large, not as expected, etc.). Our team will verify your order and item eligibility and record your request. Please do not ship items back without contacting us first.
Receive Approval & Instructions: We will respond with return instructions. If the return is approved, we will send you a Return Merchandise Authorization (RMA) number or a return label, as applicable:
For U.S. returns/exchanges, we may provide a prepaid return shipping label in certain cases (such as size exchanges or if you received a defective/wrong item). In other cases, we will provide the return address and ask you to ship the item at your cost.
For international returns, we will provide you the return address and any documentation needed, but you will be responsible for shipping. We can guide you on how to mark the package to smooth customs processing (e.g., marking as returned goods).
We will include instructions on how to pack the item (including ensuring all original packaging is included and protected). If an RMA number is provided, clearly write it on the outside of the shipping box (not on the product’s shoebox).
Pack and Ship the Item: Prepare the product for return:
Make sure the shoes are clean (no dirt on soles) and properly placed in their original shoebox along with any accessories. Place the shoebox in a secure shipping carton.
If we provided a prepaid label (U.S. customers in eligible cases), affix that to the shipping carton. For other returns, use a reliable carrier of your choice that provides tracking and consider insuring the package. You are responsible for the package until it reaches us.
Ship the package to the return address provided. If you are using your own label, email us the tracking number so we can monitor the return.
We recommend adding insurance for the value of the product, especially for high-value items or international returns. This protects you in case the package is lost or damaged in transit on the way back to us.
Return Inspection and Processing: Once we receive your returned item, our quality control team will inspect it to ensure it meets the return conditions (unworn, undamaged, complete with packaging). This inspection typically occurs within 2-3 business days of receipt. After inspection:
If the return is approved, we will process your refund or exchange. For refunds, we will issue the credit to your original payment method. For exchanges, we will ship your replacement item as agreed. (We will contact you if any additional payment is needed for replacement shipping or price differences, or to refund you any difference owed.)
If the item does not pass inspection (for example, we determine it has been worn or is missing components), we will contact you with next steps. Ineligible returns can be sent back to you, or in some cases we may offer a partial refund at our discretion (if the item can be restocked at a reduced value). We will always discuss with you before taking further action in these cases.
Confirmation of Refund/Exchange: We will email you once your refund has been issued or your exchange item has shipped. Refunds may take a few business days to appear on your account depending on your bank or credit card provider (see Refunds and Deductions below for details). If you don’t see an expected refund after 10 business days from our confirmation, please reach out to us and we will help investigate.
Following these steps will help ensure a smooth return process. If at any point you have questions or concerns during the return, contact us – we’re here to help make it right.
Refunds and Deductions
When your return is processed or if you are owed a refund for any other reason, here is how refunds work and what costs may or may not be deducted:
Refund Method: Approved refunds will be issued to the original form of payment used for the purchase. We cannot issue refunds to alternate accounts or different credit cards for security reasons. If the original card is no longer available (e.g., expired or account closed), please inform us — we may issue store credit or arrange an alternative, but typically the bank will reroute the refund if the account changed.
Refund Timeline: Once we receive your returned item, we aim to inspect and process refunds within 7–10 business days. After we issue the refund on our end, your bank or credit card company may require additional time to post the credit to your account. This usually takes about 2-5 business days, but can vary by institution. We will notify you when we have processed your refund. If more than 10 business days have passed since our confirmation and you still don’t see the refund, please contact us so we can assist.
Original Shipping Charges: Any original shipping fees paid on your order are non-refundable (except if we shipped you the wrong item or a defective product due to our error). For example, if you paid $20 for expedited shipping, that amount will not be returned when we refund the product price. The refund will cover the cost of the product(s) only (plus any sales tax/VAT that was applied to those products).
Return Shipping Costs:
If CUKATU provides you a prepaid return label for convenience (such as for a U.S. exchange), and the return is not due to our error, the cost of that return shipment may be deducted from your refund. We will let you know the amount before finalizing the refund. (For instance, if you simply changed your mind and we covered the return shipping as a courtesy, we might subtract the shipping cost we incurred from your refund.)
If you paid for return shipping yourself, you will not be reimbursed for those costs. Return shipping is at the customer’s expense unless the return is due to a confirmed defect or an error on our part.
Duties and Taxes:
If you are an international customer, please be aware that import duties, customs fees, and tariffs you paid to receive the product are not refunded by CUKATU. We do not have access to those funds — they were paid to your government. (You may check with your country’s customs authority if they offer refunds of duties on returned exports, but we cannot guarantee that.)
Any sales tax or VAT charged at checkout by CUKATU (for orders to certain regions) will be refunded for returned products, since that tax was part of the purchase price we received. In short, you’ll get back the product price plus any such tax you paid on it, minus any non-refundable fees as noted.
Packaging and Condition Deductions: It’s important to return items in the condition you received them. If an item is returned without key components or original packaging, or it shows slight signs of use that can be restored, we reserve the right to apply a restocking fee or value deduction. This fee typically covers the cost of reconditioning the item or replacing missing packaging so the product can possibly be sold as a discounted “open box” item. We will communicate with you if we determine a deduction is necessary, and the amount. (For example, missing shoe dust bags or a damaged shoebox might result in a small deduction, whereas clearly worn soles would make the return ineligible entirely.)
Refused or Undeliverable Packages: If your order is returned to us by the carrier because it was undeliverable due to an incorrect address you provided, or it was refused/unclaimed by you, we will treat this similar to a return. We can resend the package to you (after confirming the address) but you will need to pay the reshipping cost and any return-to-sender fees. If you choose to cancel the order at that point, we can refund the product price minus any shipping fees and return-to-sender charges that the carrier billed us. (We will provide documentation of these charges upon request.)
Rejected Returns: If you send back an item that violates our return policy (for example, after the 30-day window, or in worn condition) without prior approval, we are not obligated to process a refund. We will typically contact you and offer to ship the item back to you, at your expense, or to dispose of it. We want to work with you, but we must enforce these rules to be fair to all customers.
In summary, refunds will generally equal the purchase price of the returned item, minus any applicable deductions for shipping or loss of value. Our aim is to be transparent about any fees. We do not seek to profit from returns; deductions only occur to cover costs we cannot recover. If you have any questions about how your refund was calculated, please contact us and we’ll be glad to explain.
Defective or Incorrect Items
We take pride in our craftsmanship and we carefully inspect every pair of shoes before it ships. However, if you believe you received a defective product or the wrong item, we want to fix the issue promptly. Please follow these guidelines:
Immediate Inspection: Upon receiving your order, inspect the items right away. Before wearing them (aside from trying on for fit), look for any issues or discrepancies. This includes checking that the model, size, color, and details match what you ordered, and ensuring there are no obvious defects in materials or workmanship.
Contact Within 3 Days: If you find a problem such as a manufacturing defect or an incorrect item shipped, email us at support@cukatu.com within 3 days of delivery. Reporting issues promptly is important. In your email, include:
Your order number and identifying details (your name, date of purchase).
A description of the issue. (For example, “the stitching on the left shoe is loose” or “I ordered size 43 but received size 42”.)
Photographs clearly showing the problem. For defects, provide clear close-up photos of the affected area and a overall photo of the item. For wrong items, a photo of the item and perhaps the size label or style name will help.
This documentation allows us to evaluate the situation. We may request additional information if needed. Claims for defects or errors made beyond 3 days of delivery may be denied, as we expect issues to be identified upon initial inspection.
Do Not Wear Defective Items: If you notice a potential defect or error, please refrain from wearing the item (other than trying on). Using the product could worsen the issue or make it harder to determine the cause. Keep it in the condition it arrived while we review your claim.
Our Response: Once you report a defect/incorrect item, our customer service will confirm receipt of your claim (usually within 1-2 business days) and guide you through the next steps. We may ask for further details if necessary to diagnose the issue. We will then provide a resolution as outlined in our Defect Resolution Procedure below.
We are committed to quality. If we did make a mistake or if a product isn’t up to our standards, we will make it right. Your cooperation in promptly reporting and documenting issues helps us resolve matters faster and improve our products and processes.
Defect Resolution Procedure
For verified manufacturing defects or fulfillment errors (e.g., we sent the wrong product), CUKATU will take appropriate action to remedy the situation. Our procedure for resolving confirmed defects or mistakes is as follows:
Evaluation: Upon receiving your defect claim (and the returned product, if we ask you to send it back for inspection), our quality control team will assess the issue. If we determine that there is indeed a manufacturing defect or error for which CUKATU is responsible, we will move forward with a resolution. (If the issue is found not to be a defect or our fault – for example, damage resulting from misuse or an issue caused by improper sizing choice – we will notify you and discuss options, but the remedies below would not apply.)
Priority of Remedies: Our standard approach is:
Repair: If the defect is something that can be fixed (for instance, a loose stitch, minor gluing issue, or hardware replacement), we will first attempt to repair the item at our expense. We may have you send the item back to us or to an authorized repair specialist. Repairing maintains the handcrafted item you originally ordered and can often be done more quickly than a full remake. We will cover all shipping costs for returning the item to us and shipping it back to you after repair.
Replacement: If the defect is not easily repairable, or the item was lost/incorrect, we will offer to craft a replacement pair for you. This would be a new item of the same model, size, and specifications as originally ordered (correcting whatever issue occurred). Made-to-order replacements will naturally require the standard production time, but we will prioritize it as much as possible. We cover all costs of the replacement, including shipping it to you.
Refund: If neither repair nor replacement is possible or practical — for example, the materials needed are no longer available, or you needed the item for a specific event and that time has passed — then we will issue a refund for the defective/incorrect item. Refunds in defect cases will include any shipping costs you paid for that item’s delivery, since the situation was due to our error. The refund would be processed back to your original payment method.
Decision Authority: CUKATU will determine the most appropriate remedy (repair, replace, or refund) based on the nature of the defect and what is feasible. We will, of course, consider any preference you express — for example, if you would rather have a refund than wait for a replacement, we will take that into account. Our aim is to ensure you have a quality product, but we also must choose a resolution that is reasonable. We won’t force a solution that doesn’t make sense for the situation.
Cost and Shipping for Defects: In all cases of confirmed defects or CUKATU errors, we will cover any necessary shipping costs. This includes the cost for you to send the product back to us (we will provide a prepaid label or reimburse your postage), and the cost to send a repaired or replaced item back to you. You will not be out-of-pocket for shipping due to receiving a faulty or wrong product.
Timing: We strive to resolve defect cases as priority. Repair times can vary, but we’ll keep you updated regularly. Replacement orders will be queued immediately. Refunds will be issued promptly once confirmed. We appreciate your patience as we give your case the thorough attention it deserves.
Our goal is to have you receive the quality product you ordered, free of defects. We stand behind our shoes, and this procedure is in place to ensure any rare issues are corrected to your satisfaction.
What Is Not Considered a Defect
Handcrafted footwear inherently has some unique characteristics. Not every minor flaw or variation is considered a “defect.” We want to set clear expectations about the natural imperfections and differences that come with artisan production:
Minor Leather Variations: Genuine leather often has subtle grain differences, small scars or marks, and slight variations in texture. These natural marks and grain patterns are normal and make each pair unique. They are not considered defects as long as they do not affect the structural integrity of the shoe.
Color Differences: Due to hand-finishing and differences in dye lots, there may be slight color variations between what you see online and the actual product, or between different pairs of the same model. Minor inconsistencies or tonal variations in hand-dyed or hand-painted leather are expected and not deemed defects.
Handmade Crafting Marks: Slight irregularities in stitching, edge finishing, or other artisanal details can occur because our shoes are not mass-produced by machines. For example, a stitch line might be a millimeter off in one spot, or the sole edges might have minor polish variations. These do not impact performance or durability and are considered part of the character of handmade goods, not quality defects.
Break-In and Comfort: Sometimes new leather shoes can feel stiff or have minor fit issues during the break-in period. Discomfort due to breaking in the shoes, or because the fit isn’t exactly as you expected (such as feeling slightly snug or loose based on personal preference), is not classified as a defect. We provide guidance on sizing, but ultimately some fit nuances are individual. (If the size delivered does not match what was ordered, that is an error and we will fix it—but if the size is correct and you find them too tight/loose, that is a sizing issue, not a product defect.)
Wear-and-Tear: Any issues that develop from normal wear-and-tear or improper use are not manufacturing defects. For instance, scuffs, scratches, resoling needs, or damage from exposure to elements would not be considered defects. Our warranty covers manufacturing issues, not damage from use.
In summary, normal characteristics of artisan footwear – such as minor cosmetic inconsistencies and natural material marks – are not covered as defects. We celebrate these subtle differences as they show the human touch in our craft. They should not affect the shoe’s functionality or longevity. If you are ever unsure whether an issue is a defect or a normal variation, please reach out to us and we’ll happily clarify.
Abuse of Return Policy and Rights Reserved
CUKATU’s return and exchange policy is designed to be fair and reasonable. We ask that customers also act in good faith. To protect our ability to continue offering returns and exchanges, we have measures in place to prevent abuse:
Worn or Altered Returns: We reserve the right to refuse returns if an item has been worn, used, or deliberately altered in any way (unless you are claiming a defect and we have verified it). Attempting to return shoes after wearing them outdoors, or after modifying them (e.g., cutting straps, applying polish or dyes), will result in a refused return. We will send such items back to you at your cost.
Excessive Returns: While we want you to be satisfied, we do monitor accounts for excessive or habitual return patterns. If we notice an unusually high rate of returns that do not indicate genuine product issues (for example, repeatedly ordering and returning different items with no intention of keeping them), we may take action. This could include restricting or refusing transactions, or in rare cases, closing an account. We will reach out to discuss any concerns with you first. Our aim is to find a solution, but we must ensure our policy is not taken advantage of, in order to keep costs down for all customers.
Fraudulent or Falsified Claims: Any return or defect claim that appears to be fraudulent, deceptive, or not made in good faith will be rejected. This includes situations such as returning a different item than was purchased, misrepresenting the condition of a product, or attempting to obtain a refund for merchandise that was never purchased from us. Such actions may also result in the involvement of appropriate authorities if warranted.
Policy Changes: CUKATU reserves the right to modify or update this Return, Refund, and Shipping Policy at any time. Changes may be necessary as our business evolves or in response to changing laws and market practices. We will post any updated policy on our website, and the new terms will apply to purchases made after the update. (For significant changes, we may also notify customers via email or at checkout.) It’s a good idea to review the policy periodically for any updates.
Final Decision: In all cases of return or exchange eligibility, CUKATU reserves the right to make the final determination. We genuinely aim to be fair and flexible, and we evaluate special circumstances on a case-by-case basis. However, where there is a question of interpretation, the decision of CUKATU’s management will be final. This does not affect your statutory rights, but it does ensure we have a consistent standard for all customers.
By shopping with CUKATU, you agree to this policy. We appreciate your understanding and cooperation. Our focus remains on providing you with exceptional, handcrafted footwear and a positive experience, and these guidelines help us do that sustainably.