Frequently Asked Questions


How can I get in contact?

The best way to get in contact is via email or you can also shoot us a DM on Instagram. We will endeavour to respond within 24 hours.

Do you have a physical shop?

Unfortunately we do not have a physical shop. Please refer to our Shoe Guide if you are unsure which size to order.



How do I order a pair of custom boots?

You can browse our product list and see if you like any of our previously custom made boots. Simply pick the style, size that you like and add to the shopping cart.

Otherwise you can email us and we will discuss what we can create for you. We have a wide range of materials that is available to create your dream shoes.

How do I know which size to order?

Please check our Shoe Guide before placing your order. If you are still unsure, you can always email us :)

How long does it take for my order to be ready?

As our products are made to order, it will take approximately 6 - 8 weeks. Delays are expected during peak season, especially end of the year and Christmas.

*COVID-19 Update

Some customers may experience postage delay due to current Covid-19 situation. Please refer to your tracking link for latest update. We appreciate your patience during this difficult time.

Promo Code

Our Ambassador/Promo Code is only applicable to be use ONCE per customer. Promo code is not applicable for SALE item. Please use your promo code before the expiry date.



How much is shipping?

Australia domestic shipping fees is AUD $20.

What happens if I listed the wrong delivery address?

Please ensure that the correct address is listed on your confirmation email. If you notice any error, please contact us as soon as possible to advise any error.

How do I know if my order has been sent?

You will receive a tracking number email once your order has been sent.

How can I track my order?

You will receive your tracking number in your shipping confirmation email. If your tracking number is missing please contact us to request the details. Please note that sometimes the tracking links can take a few hours to update.

What happens if I am not home when my order is delivered?

Most parcels will be left in a safe place if you are not home to receive your delivery. In some cases the delivery partner will leave a calling card with further instructions on how to collect your parcel.

Where is my order?

If you are concerned that your order is taking too long, we suggest you contact us and check with our making process.

My order was not delivered or it has been returned to sender

If an incorrect or incomplete address address is listed at checkout and your parcel is unable to be delivered and returned to us, we will notify you via email. You will also receive an invoice for a discounted postage rate before your order will be attempted to be delivered again.



Can I return the shoes?

We have a 14 day return policy applicable only if your shoe is faulty or damaged. No return/refund/exchange will be accepted for any change of mind as our products are custom made for you. You have 14 days to contact us after receiving your item to request a return.

To be eligible for a return, your item must be unused and in the same condition that you received it. Returns take up to 3-7 working days to be processed from date of receipt with Exotique B. The customer is responsible for all return shipping charges.

Non-returnable items

Unfortunately, we cannot accept returns due to change of mind, on sale items or gift cards.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Despite every effort to provide accurate images of each product’s colour and design, actual colour and material may vary slightly due to photographic lighting sources or your monitor settings.