1. How can I tell whether a shoe is custom-made, and when can it be returned?

Custom-made shoes are produced according to the customer’s specific requirements, such as size, shape, or design. These shoes usually include individual modifications that make them unique. If you have ordered shoes with these specifications, they are considered custom-made products. Such products are marked as CUSTOM-MADE PRODUCT.

As for returns, STANDARD PRODUCTS that have not been customized can be returned within 30 days of delivery in their original condition. Custom-made products can only be returned if the shoes have a manufacturing defect. For more information about returns, please visit our returns section or contact us at info@jenonleather.cz.

It is important to understand that even if a shoe is not currently in stock, it does not necessarily mean it is a custom-made product. It may simply be a standard model that is temporarily sold out and will be produced after your order is placed. If the shoes do not fit you, we will accept the return and place them back into stock.

2. Custom-made products cannot be returned like standard goods

Please note that a product customised to your wishes is considered a custom-made product. We do not produce these items for stock; each one is made specifically for you, based on the requirements stated in your order.

We carefully select the materials, prepare production individually and, where necessary, adapt the manufacturing process to ensure the final product meets your requirements as closely as possible.

What we consider custom-made products

Custom-made products include, in particular:

• goods marked on our website as custom-made,

• products in a colour variant selected by you,
• individual adjustments to the cut, size or product details,
• products created according to your specific requirements.

Withdrawal from the contract for custom-made products

For custom-made products, the standard 30-day right of withdrawal available for regular goods purchased from us cannot be exercised.

This is based on our Terms and Conditions, specifically Section 6, Withdrawal from the Purchase Contract, in particular points 6.0 and 6.1. These provisions state that goods made or adapted to the buyer’s wishes, or clearly personalised for the buyer, are generally excluded from withdrawal from the purchase contract.

When an order can be cancelled

A custom order may be cancelled by mutual agreement within 3 days of being placed. If the order is cancelled within this period, we will refund the full amount paid.

Once this period has expired, the order can no longer be cancelled and it is no longer possible to withdraw from the contract. Production may already have begun, or materials may have been prepared or modified specifically for your order.

Why we have this policy

This policy is not intended to make things difficult for our customers. It is a natural part of honest custom production. When we make shoes, a belt or another leather product tailored to you, we are not creating a standard item that can simply be returned to regular sale.

Every adjustment has its purpose — and often a specific owner. We therefore kindly ask you to review all selected parameters carefully before confirming your order.

What to check before confirming a custom order

• the selected colour,
• the size,
• the type of leather,
• any individual adjustments,
• any notes added to your order.

If you are unsure about any aspect of your selection, please contact us before placing your order. We will be happy to review the options with you and offer advice, so that your final product meets your expectations and serves you well.

Short summary

• Custom-made products cannot be returned within 30 days like standard goods.
• A custom order can only be cancelled by mutual agreement within 3 days of being placed.
• After this period, it is no longer possible to cancel the order or withdraw from the contract.

Thank you for respecting these conditions. They allow us to continue creating honest leather products with the care and attention that truly matter.