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Starline Customs — General Terms & Conditions

By purchasing from Starline Customs, you are agreeing to the terms and conditions set out below.

This Terms of Use Agreement ("Agreement") is a legally binding contract between you ("You" or "Your") and Starline Customs ("we", "us", "our"). By placing an order, you confirm that you have read, understood, and agree to be bound by this Agreement in full. Please review these terms carefully before purchasing.

1. Custom-Made Products

  • All Starline Customs products are made to order, by hand, specifically for you.

  • Because each item is bespoke and produced specifically to your order, we do not accept cancellations, returns, or exchanges once an order has been placed. All sales are final.

  • We sell our products as art — while they are designed to be worn and used in everyday life, please treat them with the same care you would give a hand-painted piece, taking care not to scuff, scrape, or otherwise damage them during normal use.

2. Sizing

  • We are a UK-based company and use UK sizing as standard across all of our products.

  • It is your responsibility to check and confirm your correct size before completing payment, including converting from EU or US sizing if that is what you are used to. If you are at all unsure, please get in touch with us before ordering and we will do our best to help.

  • Once painting has begun on a shoe, sizing errors cannot be rectified. As sizing mistakes are the customer's responsibility to check prior to ordering, we are unable to offer a refund, exchange, or remake in this instance.

3. Order Acceptance & Right to Refuse

  • We reserve the right to refuse any order, at our sole discretion, and are not obliged to disclose a reason to the party involved.

  • An order is only confirmed once you have received acknowledgement from us and payment has been taken in full (or as otherwise agreed for deposit-based orders).

4. Waiting List & Turnaround Times

  • Any waiting list or turnaround estimate provided to you is exactly that — an estimate. Actual completion time may increase or decrease by several weeks depending on factors outside our control, including order volume, complexity of design, and material availability.

  • All artwork is completed by one artist, working by hand. As a result, timeframes can occasionally run longer than initially expected, and we appreciate your patience.

  • We will keep you reasonably updated on progress, particularly if we anticipate a significant delay to your estimated timeframe.

5. Design, Wear & Tear, and Touch-Ups

  • We take great care to ensure each design is applied and sealed to a high standard. However, please note that wear and tear is a natural and expected part of owning a hand-painted item and can occur at any point after purchase — after 2 days, 2 weeks, 2 months, or any length of time thereafter — depending on how the item is worn, used, cleaned, and cared for.

  • Wear and tear is not considered a manufacturing defect or fault, and is not something we are legally responsible for repairing free of charge.

  • If your design is affected by wear and tear, please get in touch with us at info@starlinecustoms.com — we're always happy to take a look, and in many cases may be able to offer a touch-up service. Please note this may be a chargeable service, depending on the extent of the work required and how much time has passed since your original order..

6. Copyright & Reproduced Designs

  • If you request a specific design based on a piece of artwork, animation, character, or illustration created by a third party (particularly independent or lesser-known artists), we may ask you to provide evidence that you own the rights to reproduce that design, or that you have the creator's permission for us to do so on your behalf.

  • We reserve the right to decline a commission where we are not satisfied that the necessary permissions are in place.

  • You agree to indemnify Starline Customs against any claims, costs, or losses arising from a design you have commissioned us to reproduce where you did not hold the necessary rights or permissions to do so.

7. Payment

  • Full payment (or an agreed deposit, where applicable) is required before your order is confirmed and enters our working queue.

  • Prices are as displayed at the time of order and are subject to change for future orders without notice.

8. Care Instructions

  • To help your item last as long as possible, please avoid unnecessary scuffing, scraping, water exposure, and direct prolonged sunlight, and avoid machine washing.

  • Any specific care advice for your item will be provided with your order where relevant. Damage caused by failure to follow reasonable care guidance is not covered by any touch-up goodwill service.

9. Delivery

  • Orders will be sent using a tracked delivery service. Once dispatched and proof of postage obtained, Starline Customs is not liable for delays, loss, or damage caused by the courier or postal service, although we will assist you in raising a claim with the courier wherever possible.

  • It is your responsibility to ensure the delivery address and contact details provided at checkout are correct.

10. Intellectual Property & Content Usage

  • All original designs, artwork, and techniques created by Starline Customs remain our intellectual property.

  • We may photograph and film your order at various stages of the process for use on our website, social media (Instagram, TikTok), portfolio, and marketing materials. If you would prefer your commission is not featured publicly, please let us know at the time of ordering and we will note this on your order.

11. Liability

  • Nothing in this Agreement excludes or limits our liability for death or personal injury caused by our negligence, or for fraud.

  • Save as set out above, our total liability to you in connection with your order is limited to the total value of that order.

  • We are not liable for any indirect or consequential loss, or for damage arising from wear and tear, general use, or failure to follow care guidance.

12. Complaints

If you are unhappy with any aspect of your order or the process, please email us at info@starlinecustoms.com and let us look into it for you. We take all feedback seriously and will always try to reach a fair resolution.

13. Data Protection

Any personal information you provide (name, address, contact details, order details) will only be used to process and fulfil your order and will not be shared with third parties except where necessary (e.g. couriers). See our full Privacy Policy for further details.

14. Governing Law

This Agreement is governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

By placing an order with Starline Customs, you confirm that you have read, understood, and agree to these Terms & Conditions in full.

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Starline Customs — Christmas Commission Terms & Conditions

Please read these terms carefully before paying your £100 deposit. Paying the deposit confirms that you have read, understood, and agreed to be bound by the terms below.

1. The Deposit

  • A non-refundable deposit of £100 is required to secure your place on our Christmas commission list.

  • This deposit is deducted from the total price of your order — it is not an additional charge.

  • Paying the deposit reserves a working slot for your commission. Because we operate a limited number of Christmas slots and regularly have to turn away commissions once we reach capacity, deposits allow us to plan our workload fairly and guarantee delivery before Christmas for those who have booked in.

  • Your slot is only confirmed once the deposit has cleared and you have received written confirmation from us (via email, Instagram/TikTok DM, or invoice confirmation).

2. Non-Refundable, But Not Lost

  • If you decide not to proceed with your Christmas commission after paying your deposit, we are unable to offer a cash refund, as your slot will have taken the place of another customer we may have had to turn away.

  • Instead, your £100 deposit will be held as credit on your account and can be put towards any commission placed within 12 months of the original deposit date.

  • Deposit credit is non-transferable to a third party and cannot be exchanged for cash at any point, including after the 12-month window has lapsed.

  • If no new order is placed within 12 months, the credit will expire and no further credit or refund will be issued.

3. Order Timeline & Christmas Cut-Off Dates

  • To guarantee delivery in time for Christmas, orders must be booked in (deposit paid) by our published cut-off date. Orders confirmed after this date will be completed on a best-efforts basis only, with no guarantee of arrival before 25 December.

  • Estimated turnaround times will be communicated at the time of booking but are approximate, particularly during our peak Christmas period. Hand-painted, bespoke work takes time, and turnaround may be affected by order volume, complexity of design, or the matters listed under Delays (Section 8) below.

  • We will keep you updated on progress and will let you know as early as possible if there is any risk to your delivery date.

4. What Happens After Booking

  • Once your slot is confirmed, we will be in touch to finalise your design brief, references, colours, and any personalisation details.

  • Your commission will not enter production until your design brief has been agreed and, where applicable, any item(s) you are sending to us have been received.

  • The remaining balance of your order is due 5th October. We reserve the right to hold completed commissions until the balance has been paid in full.

5. Design Approval & Creative Licence

  • Where a specific design, reference image, or colour scheme has been agreed, we will do our best to match this as closely as possible by hand. Please note that hand-painted work will always have natural, minor variation from digital mock-ups or reference photos — this is part of the bespoke, handmade nature of the product and is not considered a fault.

  • Any significant changes to the design brief once painting has commenced may not be possible, and may incur an additional charge and/or affect your delivery timeline.

  • We reserve the right to use creative and artistic discretion on fine detail not explicitly specified in the agreed brief.

6. Customer-Supplied Items

Where you are sending us your own item(s) (e.g. trainers, clothing, accessories) for customisation:

  • Items must be clean, undamaged, and suitable for painting on arrival. We reserve the right to refuse to work on an item that is not fit for customisation and will contact you to discuss alternatives.

  • You are responsible for the cost and safe, tracked postage of your item(s) to us. We recommend using a tracked and insured service, as we cannot be held responsible for items lost or damaged in transit to us.

  • While your item is in our care, we take all reasonable precautions to protect it. However, please note that the customisation process (including painting, sealing, and any distressing/ageing techniques) inherently alters the item, and we cannot accept liability for pre-existing damage, manufacturing defects, or wear that becomes more apparent once customised.

  • We are not responsible for how the item's manufacturer warranty (if any) is affected by customisation — most manufacturers void warranties once an item has been altered.

7. Delivery & Shipping

  • Completed commissions will be returned/shipped using a tracked service. Shipping costs (unless otherwise stated) are the customer's responsibility and will be confirmed prior to dispatch.

  • Once an item has been dispatched and proof of postage/tracking obtained, Starline Customs is not liable for delays, loss, or damage caused by the courier or postal service. We will, however, assist you in raising a claim with the courier wherever possible.

  • Local delivery/collection (where offered) will be arranged directly with you.

8. Delays

While we make every effort to deliver within the agreed timeframe, delays can occasionally occur due to factors outside our control, including but not limited to:

  • Exceptionally high order volumes during the Christmas period

  • Late arrival of customer-supplied items

  • Delayed design approval or lack of response from the customer

  • Illness, courier disruption, or supply issues with paints/materials

  • Circumstances amounting to Force Majeure (see Section 10)

We will always communicate promptly if we anticipate a delay. Delays of this nature do not entitle the customer to a refund of the deposit, though we will always work with you to find a fair resolution (e.g. prioritisation, partial refund of balance, or alternative arrangement) wherever reasonably possible.

9. Cancellations by Starline Customs

In the rare event that we are unable to complete your commission (for example, due to illness, injury, or unforeseen circumstances), we will notify you as soon as possible and offer you the choice of:

  • A full refund of your deposit and any balance paid, or

  • The option to remain on the list for the next available working slot.

10. Force Majeure

We will not be held liable for any failure or delay in performance caused by circumstances beyond our reasonable control, including but not limited to extreme weather, illness, industrial action, courier/postal disruption, power outages, or government restrictions.

11. Intellectual Property & Content Usage

  • All designs, artwork, and techniques created by Starline Customs remain the intellectual property of Starline Customs.

  • We may photograph and film your commission at various stages (before, during, and after completion) for use on our website, social media (Instagram, TikTok), portfolio, and marketing materials, unless you notify us in writing at the time of booking that you wish to opt out.

  • If you would prefer your commission is not featured publicly, or featured only without identifying details, please let us know when you confirm your deposit and we will note this on your order.

12. Liability

  • Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, or for fraud.

  • Save as set out above, our total liability to you in connection with your commission is limited to the total value of your order.

  • We are not liable for any indirect or consequential loss.

13. Complaints

If you have any concerns about your commission at any stage, please contact us directly so we can resolve this with you — we always want our customers to be happy with their finished piece. Please raise any concerns about the finished item within 24 hours of receipt.

14. Data Protection

Any personal information you provide (name, address, contact details, order details) will only be used to process and fulfil your commission and will not be shared with third parties except where necessary (e.g. couriers). See our full Privacy Policy for further details.

15. Governing Law

These terms are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

16. Contact Us

If you have any questions about these terms before paying your deposit, please get in touch via email— we're happy to help.

By paying your £100 Christmas commission deposit, you confirm that you have read, understood, and agree to these Terms & Conditions in full.

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