FAQ – If you have a question this page might help you out faster than an email
- What does Custom Cans do? – Custom Cans make custom headphones for international DJs and fashionistas. We design and produce custom headphones, upgrades, mods and more. We believe you should not have to choose between looks and sound quality. We are a small business of less than 10 employees, based in Cheltenham, United Kingdom.
- How do I start a custom HD25 order? Please use our online form to place your order: https://customcans.co.uk/shop/product/hd25-full-custom-design-work-with-our-designers-to-come-up-with-a-custom-one-off-pair/ Prices range from £260 to £300.
- Can you paint the headphones I already own? We do accept send ins, please see our website: https://customcans.co.uk/shop/product/custom-sennheiser-hd25-send-in-service/
- How long will my order take to dispatch? Accessories and mod kits are typically dispatched within 2 working days. Our cables and headphones are made to order and can take around 10 working days ( Monday-Friday). However, please allow us some extra time if need be, as we can get quite busy. If you need a cable or headphones straight away, we have a small selection of ready made ones on our site: https://customcans.co.uk/shop/product-category/home/ready-to-ship/
- Where does Custom Cans ship to? – We ship worldwide! Just select your country at the checkout and we will get your order to you as soon as we can. Please note that orders delivered to EU countries (excluding the UK) may be subject to external VAT and import charges. Customs checks all inbound international packages and mail. Your delivery may be subject to delays, which are out of our control. If your country is not listed at the checkout or you have another issue, please send us an email at info@customcans.co.uk.
- Why did I not receive an order confirmation? – Your confirmation email may be in your spam folder. If you can not find it, send us an email at info@customcans.co.uk and we will confirm your order for you.
- What does ‘your order is now being processed’ mean? We have received your order and we are either making it or packing it.
- What does ‘your order is now complete’ mean? We have dispatched your order and it is now on its way to you.
- What does it mean if a cable is ‘ready to ship’ or on clearance? These cables are returns or cancelled orders.
- I entered my email address or shipping address wrong or my shipping address is incomplete? Please email us to let us know and we can amend this for you.
- Can I edit my order? Yes, within 48 hours of ordering. Changes made after this cannot be guaranteed.
- Can I track my order? – If your order totals over £20, there should be a tracking number in your ‘completed’ email. Or you should receive an email from the courier with your tracking number. If not, please email us.
- What shipping options do you offer?
- Free delivery on UK orders (1-2 days): Accessories under £20- Royal Mail 2nd Class, Accessories over £20- Royal Mail Tracked 48, Cables- Royal Mail Tracked 24, Headphones Royal Mail Special Delivery 1pm.
- International orders under £20 (5- 14 days): Royal Mail standard £3-£5. International over £20 (4-10 days): Royal Mail Tracked and/or Signed: (accessories and cables £8-£12, headphones £18-£30).
- Can I pay more to receive my order quickly? We offer this only for custom orders: https://customcans.co.uk/shop/product/hd25-full-custom-design-work-with-our-designers-to-come-up-with-a-custom-one-off-pair/
- Do you send sweets/ candy in your packages? No, we used to. However, we are very aware of various dietary requirements, so felt it best to stop sending them.
- It’s been two weeks and I still haven’t received my order? – Please email us at info@customcans.co.uk if you suspect that your order might be delayed or lost. Your delivery may be subject to delays, which are out of our control. Some deliveries can take up to 6 weeks to arrive, if for example, you are located somewhere more remote. Please keep an eye on the tracking, as you may need to pay VAT or fees, or your package may be waiting at a collection point.
- What happens if my package is lost? We will either send a replacement order or issue a refund, just email us to let us know: info@customcans.co.uk
- The listing said the headphones were ‘in stock’ why haven’t they been dispatched yet? Our custom headphones are made to order. The stock level refers to the number of unmodified or unpainted headphones we have in the stock room. The headphones are then modified or painted after the order is placed. Sorry for any confusion and we hope this explains it. (We do, however, have a small selection of cancelled orders on the ready to ship page, of headphones which can be shipped right away: https://customcans.co.uk/shop/product-category/home/ready-to-ship/ready-to-ship-headphones/)
- Why have I been charged by Customs? (For customers outside of the UK only) Unfortunately, customs duties and fees may be charged when ordering from outside of the UK. This is outside of our control and is managed by your local government. We are NOT responsible for import duties and fees. We will NOT write false information on a customs document in order to lower fees. All items have the UK tax removed, and this will need to be paid by you when your item arrives at your local customs office. This is the responsibility of you, the importer. For a smoother process, please buy from our eBay store where VAT is paid at the same time: https://www.ebay.co.uk/str/customcans (Items under €150 only).
- I have received the wrong item in my order or an item is missing? Please email us and we are happy to send out the correct item.
- Can I request a refund for an order? – Yes you can, please email us to request a refund. You must send your item back to us. Please see our refund policy for more information.
- My cable has stopped working on one side? If a cable stops working in one ear, it is more likely damaged wire inside the cable, often caused by repeated bending, wear and tear, or a loose connection at the jack. Please send us an email and we will assist: info@customcans.co.uk
- Can you fix my broken headphones? – You can send us your broken item with a note detailing the issue and a return address, we will do our best to fix it and then send it back to you. Please send us an email to confirm before sending them in. PLEASE NOTE if you are sending headphones from outside of the UK, you must declare the headphones are a ‘repair’ and not a sale of goods. It is also important that you state the value of the headphones. We are happy to pay off small customs fees, but we will refuse the delivery if we are charged £25+ in fees or VAT. If you are looking to send Grados, please see this link: https://customcans.co.uk/shop/product/grado-modifications/
- The colour I want isn’t listed as an option? – Use the custom option when selecting the colour, then send us an email with your order details and specified colour.
- Can you change the jacks on my cable? Yes, unbalanced is £10 per jack, balanced is £20 per jack. Please email to confirm before sending the cable in.
- Can I get a Custom Cans gift card for someone? – Yes you can! On our web store you can search for gift card, or click this link to be taken there directly. Just select how much you want to give, enter the email you want the gift card sent to, and attach a message if you want. We will send a digital gift card with shop credit instantly usable at the checkout.
Still have a question? – Send us an email at info@customcans.co.uk and we’ll help as soon as we can.