Return and Refund Policy

Last Updated: December 31, 2025

At Eclat Steps (operated by We Can Custom LLC), we take pride in our custom-crafted footwear. Because our sneakers are uniquely printed, cut, and sewn for each customer, we have established the following policy to ensure a fair and transparent experience.

1. Order Cancellation

We provide a 12-hour window from the time of purchase for cancellations.

To cancel, please email [email protected] with your Order Number immediately.
Once 12 hours have passed, your order enters our production stage, and we are unable to cancel or modify it.

2. Return Conditions

Due to the personalized nature of our products, we only accept returns or replacements for items that arrive with manufacturing defects or errors caused by us, specifically:

Defective items: Damaged soles, torn material, or broken components.
Incorrect fulfillment: Receiving the wrong size, design, or style compared to your order confirmation.
Significant Print Discrepancy: The physical product differs significantly from the website’s design description.

Note: Minor design variations on seams are inherent to the custom-sewing process and are not considered defects.

3. Return Process & Fees

Return Window: You must contact us within 14 days of delivery.
Restocking Fee: We do not charge any restocking fees for eligible returns.
Return Shipping: In most cases of defect or error, we will send a replacement or issue a refund without requiring you to ship the item back. If a physical return is required, our support team will provide a specific return address.

4. How to Request a Refund or Replacement

Email [email protected] with your Order Number.
Attach clear photos or videos showing the defect, the shipping label, and the size tag (if applicable).

Resolution Options: Once verified, we will offer you a full refund or a free replacement.

Replacement Timeline: If a replacement is approved, please note the following timeframe to receive your new item:

Production Time: 6 – 8 business days.
Shipping Time: 5 – 18 business days.
Total Time to Receive Replacement: Approximately 11 – 26 business days from the date of approval.

5. Refund Timeline

Approval: We will notify you of the approval or rejection of your refund within 2 business days of receiving your evidence.
Processing: Approved refunds are processed within 1–5 business days.
Credit: It may take an additional 3–7 business days for the funds to appear in your account, depending on your bank or card issuer.

6. Exchanges

We do not offer traditional exchanges for “change of mind” or incorrect size selection by the customer. We strongly encourage you to review our size charts before purchasing. If the error is ours, we will handle the replacement process as outlined in Section 4.

7. Contact Us

For all return-related inquiries, please contact us at:

Email: [email protected]
Brand Office: 26670 Centerview Dr Unit 13, Millsboro, DE 19966, United States
Legal Entity (We Can Custom LLC): 1209 Mountain Road Pl Ne Ste N, Albuquerque, NM 87110, USA
Business Hours: Monday – Friday | 9:00 AM – 5:00 PM (EST)