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Terms & Conditions

1. About Us and Definitions

Sneakcares is a custom footwear studio that hand-paints made-to-order sneakers. The studio has operated since 2014 and trades under PT Karya Nirwana Pelangi, registered in Indonesia.

Field	Detail
Legal entity	PT Karya Nirwana Pelangi
Trading name	Sneakcares
Registered office	Perum. Bumi Citra Asri B5 No. 17, Bogor, 16932 Indonesia
Company registration	1908250131064
Website	sneakcares.site
Support email	support@sneakcares.site

The following terms carry the meanings below throughout this document.

• We, us, our, the Studio — Sneakcares.
• You, the Customer — the person placing an order or using the website.
• Base Footwear — the blank sneaker on which the artwork is applied.
• Artwork — the hand-painted design applied to the Base Footwear.
• Custom Item — a finished pair produced to your specification.
• Design Brief — the written and visual instructions you supply.
• Mockup — the visual preview we send for your approval before painting begins.
• Order Confirmation — our email confirming we have accepted your order.
• Production — all work from preparation of the Base Footwear to final finishing.

An order is an offer to buy. A contract is formed only when we issue the Order Confirmation, not when payment is taken.

2. Accounts, Guest Checkout and Your Information

You may order with an account or as a guest. An account lets you track orders and keep your details on file; guest checkout requires the same information but stores none of it.

You must be at least 18 years old, or have the consent of a parent or guardian, to place an order.

You are responsible for the accuracy of the shipping address, recipient name, phone number and email address you provide. These details are copied to the courier exactly as entered.

Address changes. We can change a shipping address free of charge until the parcel is handed to the courier. After handover, a change depends on the courier and may carry a re-routing fee, which you pay.

Contactability. We contact you by email at several points, including mockup approval and any production issue. If we receive no reply within 14 calendar days at the mockup stage, we may proceed on the last approved version or cancel the order and refund it under Section B.2.

Add support@sneakcares.site to your contacts. We are not responsible for delays caused by our emails landing in a spam folder.

3. Custom Products, Artwork Variance and Base Footwear

Every pair is painted by hand to your specification. We hold no ready-made stock unless a listing states otherwise, and nothing is produced before your order is confirmed.

Hand-painted means variance. No two pairs are identical. Brush texture, edge lines, placement within a few millimetres and slight differences in colour density are inherent to hand painting and are not defects. Photographs on our website show previous work and are illustrative, not a guarantee of an exact match.

Screen colour. Colours shown on your screen depend on your display and its settings. We cannot guarantee that the finished paint colour matches what you saw on your device.

Base Footwear. Unless a listing states otherwise, the price includes a new Base Footwear sourced by us. We source from authorised retailers and established distributors, and we do not knowingly sell counterfeit footwear.

Base Footwear is manufactured by third parties. We are not the manufacturer, and we make no warranty about its construction, comfort, fit or durability beyond the artwork we apply.

Availability. If the Base Footwear in your chosen size or colourway becomes unavailable after the Order Confirmation, we will offer you the closest alternative, a different model, or a full refund. We do not substitute without your written agreement.

Customer-supplied footwear. Where we agree to paint a pair you send to us, you accept that we are not liable for the condition, authenticity or value of that pair, nor for loss or damage in transit to our studio. Preparation may require cleaning or light sanding, which cannot be reversed. Painting on worn, damaged or previously customised footwear may shorten the life of the finish, and no defect claim is accepted for that.

4. Design Brief and Mockup Approval

Approval of the mockup is the point of no return. Once you approve, the design is locked and the order cannot be cancelled or changed.

flowchart LR
  A[Order placed] --> B[Design brief<br/>reviewed]
  B --> C[Mockup sent]
  C --> D{Your reply}
  D -->|Approved| E[Design locked<br/>painting begins]
  D -->|Revision| C
  D -->|No reply 14 days| F[Proceed or cancel]

Your brief. You supply the design details at checkout or by email. Reference images should be sent at the highest resolution you have. A brief that is unclear, contradictory or incomplete pauses the order until we have what we need, and that pause does not count against the production time in Section 7.

Mockup. For designs that are not a standard listed catalogue design, we send a mockup for approval before painting begins. A mockup is a visual guide to layout and colour placement. It is produced digitally and will not match the hand-painted result stroke for stroke.

Revisions. Two rounds of revision are included at the mockup stage. Further rounds, or a change of concept after the second round, may carry a redesign fee quoted to you in advance.

Approval locks the design. After you approve, we do not accept changes to artwork, colour, placement or size. If you request a change after approval and painting has started, the work is treated as a new order at full price.

Standard catalogue designs. Where you order an existing design without modification, no mockup is sent and production begins after the cancellation window in Section B.2 closes.

5. Sizing

Size selection is your responsibility, and a wrong size is the most common reason a customer is unhappy with a made-to-order pair. Read this section before you order.

We produce in the size you select at checkout. We do not convert, interpret or adjust your selection, and we do not check whether the size suits your foot.

Before ordering.

1. Check the size chart on the product page for the specific Base Footwear model.
2. Measure your foot in centimetres rather than relying on your usual size, because sizing differs between models and between brands.
3. Where a listing gives sizes in more than one standard, confirm which standard you are selecting.
4. If you are unsure, email us before ordering. We will help you read the chart, but the final choice is yours.

After ordering. A size change is possible only within the cancellation window in Section B.2, before the Base Footwear is prepared. After that point the size is fixed.

Fit is not a defect. A pair that arrives in the size you selected, and matches the approved design, is not defective because it does not fit. Exchanges and refunds are not available for fit. Section B.6 sets out the remake option offered as a goodwill measure.

6. Orders, Pricing and Payment

Prices are shown in the currency you select on the website. The currency selector is a conversion for display; the charge is processed in the store's settlement currency, and your bank's own rate and fees may differ slightly.

What the price includes. The price covers the Base Footwear, the artwork, materials and finishing. It excludes shipping, import duties, taxes and any customs handling charge, which are addressed in Section 9.

Payment. Full payment is required before production begins unless a deposit arrangement is agreed in writing. We use third-party payment providers and do not receive or store your full card details.

Deposits. Where a deposit is agreed, the deposit covers materials and reserved studio time. It is non-refundable once production begins, and the balance falls due before dispatch.

Pricing errors. Prices are checked carefully, but an error can occur. If we discover that an item was listed at an incorrect price before production begins, we will contact you and offer either the correct price or cancellation with a full refund. We will not proceed at the incorrect price without telling you.

Discount codes. Codes apply only to qualifying items, cannot be combined unless stated, cannot be applied after an order is placed, and may be withdrawn at any time.

Fraud checks. We may cancel and refund an order where a payment fails verification, where the billing and shipping details cannot be reconciled, or where the order shows signs of fraudulent use of a payment method.

7. Production Time and Delays

Standard production is 4 weeks from the day the design is locked, not from the day you pay. Total time to your door is production plus transit.

Stage	Standard time
Order review and mockup	2 to 5 business days
Your approval	depends on your reply
Painting, curing and finishing	4 weeks
Dispatch and handover to courier	5 to 15 business days
International transit	see Section 8

What pauses the clock. The production clock stops while we wait for your reply on a brief or mockup, while payment is unresolved, and while we wait for a Base Footwear restock that was in stock when you ordered.

Peak periods. Production may run longer in the weeks before major holidays and during large collaboration runs. Where we expect a materially longer lead time, we state it on the product page at the time of ordering.

If we run late. We will tell you as soon as we know, with a revised date. If production exceeds the stated time by more than 14 calendar days for reasons within our control, you may choose to wait, or to cancel for a full refund of everything you paid, including original shipping.

That right to cancel applies to our delay. It does not create a general right to cancel a custom order for other reasons.

8. Shipping, Delivery and Customs

We ship domestically within Indonesia and internationally to the countries listed at checkout. If your country does not appear, we cannot ship there.

Cost and method. Shipping is calculated at checkout by destination, weight and service. Every international parcel is sent with tracking. Insurance is included where the carrier offers it on the selected service; where it is not, we will tell you before dispatch.

Tracking. A tracking number is emailed on dispatch. Tracking can take 24 to 72 hours to show movement, and may not update while a parcel is in transit between hubs.

Transit times are estimates given by the carrier, not guarantees. They begin at handover to the courier, not at the date of your order.

Risk and title. Risk passes to you on delivery to the address you provided. Where the carrier records delivery to that address, delivery is treated as complete, including delivery to a neighbour, concierge, mailroom or safe place used by the carrier.

Delays outside our control. We are not liable for delays caused by customs inspection, carrier backlogs, industrial action, weather, incorrect address details or a failed delivery attempt. Section B.7 explains what we do when a parcel is delayed or lost.

Import duties and taxes

All import duties, taxes, VAT, GST and customs handling fees are your responsibility and are not included in the product price or the shipping charge.

These charges are set by your own country, not by us. We cannot calculate them in advance, and we cannot refund them if you later return an item, because the authority that levied them holds the money.

We declare the full commercial value of every shipment and describe the contents accurately. We do not mark parcels as gifts or declare a reduced value, and we will not do so on request.

If you refuse a parcel because of duties, Section B.7 applies.

9. Care, Maintenance and Wear

Hand-painted footwear is a finished craft product, not an industrial coating. How you treat it decides how long the artwork lasts.

Care instructions.

• Clean with a soft damp cloth and mild soap; wipe gently and let the pair air dry.
• Keep the painted areas away from direct heat, including radiators, hair dryers and direct sun for long periods.
• Do not machine wash, soak, scrub with a brush, or use solvents, bleach, acetone or alcohol-based cleaners.
• Store indoors, away from damp, and let the pair dry fully before storing.
• Avoid prolonged rain and standing water; the finish is water-resistant, not waterproof.

Expected wear. Paint applied to a flexible surface will show fine creasing at flex points over time. This is normal for hand-painted footwear and is not a defect.

What voids a defect claim. No claim is accepted where the damage follows machine washing, soaking, solvent cleaning, heat drying, deliberate abrasion, alteration by you or a third party, or use in conditions the pair was not made for, such as sport, work sites or wet weather over long periods.

Repairs. We offer paid touch-up and restoration for pairs we produced, subject to condition and studio capacity. Contact us for a quote. Shipping both ways for a paid repair is at your cost.

10. Intellectual Property

This section separates three different kinds of material. They are not owned by the same parties, and treating them as one would be inaccurate.

Category	Owner	What it covers
Studio material	Sneakcares	Brand name, logo, website copy, product photography, original designs created by our artists
Customer material	You	Artwork, photographs, logos or text you supply for a commission
Third-party material	Its rights holder	Characters, logos, album artwork, band marks, film imagery and any other protected work referenced in a commission

10.1 Studio material

The Sneakcares name, logo, website content, product photography and the original designs created by our artists belong to us. You may not copy, reproduce or distribute them commercially without our written permission. Personal, non-commercial sharing of photographs of your own pair is welcome and encouraged.

We may photograph work we produce and use those photographs to promote the studio. Tell us before dispatch if you would prefer your commission not to be published, and we will keep it private.

10.2 Customer material

You keep ownership of artwork you supply. By supplying it, you grant us a licence to reproduce it on your commission and, unless you ask us not to, to show the finished pair in our portfolio.

10.3 Third-party material

Where a commission reproduces or is inspired by a character, logo, album artwork, band mark, film or other protected work, that work belongs to its rights holder. We claim no ownership of it, no affiliation with its rights holder, and no endorsement by them.

Work of this kind is accepted as a personal commission at your request. By requesting it, you confirm that you hold the necessary rights, or that your use is permitted for your personal purposes in your own jurisdiction.

You agree to indemnify us against any claim, demand, loss or cost arising from material you asked us to reproduce, to the extent the claim relates to the rights in that material.

We may decline or discontinue any commission that, in our judgement, risks infringing a third party's rights. Where we decline before production begins, you receive a full refund.

Internal note — remove before publication. This clause allocates risk between the studio and the customer. It does not make reproducing a protected work lawful, and it is not a defence against the rights holder. A rights holder can still issue a takedown or a demand regardless of what this section says. Treat it as damage limitation, not protection, and take legal advice on the catalogue itself.

11. Requests We Decline

We reserve the right to decline any commission, at our discretion and without giving a reason. Where we decline before production begins, you receive a full refund.

We do not accept requests for designs that:

• incite hatred or violence against any group or individual;
• depict or sexualise minors in any way;
• promote terrorism, extremist organisations or their symbols;
• are sexually explicit;
• impersonate another brand or are intended to be passed off as another company's official product;
• reproduce the likeness of a private individual without their consent;
• are intended for resale as counterfeit goods.

12. Orders Placed Through Marketplaces

We also sell through Etsy, Shopee, Tokopedia and Instagram. Where a marketplace's own buyer protection policy gives you more than this document does, that policy applies to that order.

Where you ordered	Which rules govern
sneakcares.site	This document in full
Etsy	Etsy's policies first, this document for anything they do not cover
Shopee	Shopee's policies first, this document for anything they do not cover
Tokopedia	Tokopedia's policies first, this document for anything they do not cover
Instagram, paid off-platform	This document in full

Claims for a marketplace order should be opened on that marketplace so the record stays with the order. You may contact us directly as well, and we will handle it the same way.

Marketplace listings may show different production times or shipping options. The terms shown on the listing at the time you ordered apply to that order.

13. Liability, Force Majeure, Privacy and Law

13.1 Limitation of liability

Nothing in this document excludes liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded.

Subject to that, our total liability for any order is limited to the amount you paid for that order, including shipping.

We are not liable for indirect or consequential loss, including loss of profit, loss of opportunity, or the cost of a replacement bought elsewhere.

13.2 Force majeure

We are not in breach of these terms where performance is prevented or delayed by events beyond our reasonable control. These include natural disaster, fire, flood, epidemic, war, civil unrest, government action, power or network failure, and the failure of carriers or suppliers.

Where such an event delays an order by more than 30 calendar days, either party may cancel and you receive a refund of amounts paid for work not yet performed.

13.3 Privacy and data

We collect only the data needed to process and deliver your order. Our Privacy Policy sets out what we collect, how long we keep it and how to request deletion, and forms part of these terms.

Design briefs and reference images you send are stored for the purpose of producing and, where relevant, reproducing your commission.

13.4 Governing law and disputes

These terms are governed by the laws of the Republic of Indonesia. The courts of Indonesia have jurisdiction.

This does not remove the protection of mandatory consumer law in your own country of residence, and it does not prevent you from bringing a claim there where the law allows.

Please contact us first. Most disputes are resolved by email within a few days, and we would rather fix a problem than argue about it.

Internal note — remove before publication. An Indonesian jurisdiction clause is normal for a company based in Bogor, but it does not stop an EU or UK consumer from suing in their own country; consumer jurisdiction rules there generally override a choice of court in standard terms. Ask your lawyer whether to keep this clause as written, and whether to add a dispute resolution step such as mediation before litigation.

14. Changes, Severability and Contact

Changes. We may update these terms. The version in force for your order is the version published when your Order Confirmation was issued, and later changes do not apply to it retrospectively.

Material changes are announced on the website at least 14 days before they take effect. The version number and effective date at the top of this document tell you which version you are reading.

Severability. If any clause is found unenforceable, it is removed or narrowed to the minimum extent needed, and the remaining clauses continue in force.

Entire agreement. These terms, the Privacy Policy, your Order Confirmation and the approved mockup together form the agreement between us. Informal messages do not vary them unless confirmed by us in writing.

Contact.

Purpose	Contact
General enquiries and orders	support@sneakcares.site
Claims and returns	support@sneakcares.site with CLAIM and your order number in the subject line
Postal address	Perum. Bumi Citra Asri B5 No. 17, Bogor, 16932 Indonesia
Response time	1 to 2 business days, Monday to Friday, Western Indonesian Time