Contact Form/FAQ

    Contact us

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    Frequently asked questions

    1 Order

    • 1 Do you have a Bricks and Mortar store?

      No, we do not have a physical store. 

    • 2 Is Sneakin interested in trades?

      No, we are not interested in trades.

    • 3 My Product is not available, will you get it?

      We have a constant flow of goods restocked. If a product you are interested in, is not available you can sign up for our one-time mail-notification. If the product is available again you will receive an e-mail.

      When a product is not in our catalog, please submit your request at Personal Shopping.

    • 4 Are there any Promotion Codes?

      Unfortunately we do not have hidden Promo-codes. During the season or on special Public Holidays, we have Promos published on our Homepage. Please do not contact us regarding Promotion Codes.

    • 5 Do you have a Loyalty Program for loyal customers?

      For our loyal customers we set up a Loyalty program. These loyalties can save you up to €50. Any publication of these Loyalties are discrete.

    • 6 Do I need an account to place an order?

      No, an account is not needed to shop at Sneakin. There is an option to check out as guest.

      Consider to be a Sneakin Member to get acces for our Loyalty Programme.

      Please note that we do not share your information in any way. Your password is well encrypted and will never be shown to us. No newsletters or promotions will be sent to your e-mail unless you allow us by ticking the newsletter box.

    • 7 How do I track my order?

      When your order has been dispatched from our warehouse, you will get a shipping confirmation by e-mail with your tracking number. 

      Please bare in mind that if the delivery method selected by yourself was UPS Access Point or PostNL Pickup Point, the order will not be delivered to the address you entered but to a UPS Access Point or PostNL Pickup Point you selected.

    • 8 How can I check the status of my order?

      You can check the status of your order in your account. Please contact us if you cannot see the status of your order.

    • 9 Why is my order cancelled?

      There can be various reasons to why an order is cancelled. The most common reason is that you did not complete your payment. If we have to cancel an order we will always notify you. Please contact our Customer Service team via the Contact Form if you have more questions.

    2 Payments

    • 1 Which payment methods do you accept?

      You can use any of the payment methods listed below to pay for your order:

      • American Express
      • EPS
      • iDeal
      • Maestro
      • MasterCard
      • PayPal
      • SOFORT Banking
      • Visa

    • 2 What currencies can I pay?

      We take payments in the following currencies depending on your shipping destination:

      • € EURO

      Please note: some banks may charge an International Transaction Fee.

    • 3 When will I be charged for my order?

      The full cost of the order will be charged as soon as the order is placed.

    • 4 Do you accept Gift Vouchers?

      No, we do not accept Third Party Gift Vouchers.

      Instead, we have our own gift vouchers.

    • 5 Is it safe to order online?

      Yes, we use SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered during transfer.

      Security checks are also made on all transactions, to ensure the authenticity of each payment.

    3 Returns

    • 1 What is your return address?

      Our return address is:

      De Flinesstraat 18
      1114 AL Amsterdam-Duivendrecht
      The Netherlands

    • 2 How do I return or exchange my order?

      You have the right to return/ exchange (subject to inventory), within 14 days of receiving the goods.

      Returns/ Changes are accepted, except for:

      • SALE items: Sale items are final and returns are not accepted.
      • Special Releases items: Special Releases items are final, returns are not accepted. This is due to the risk of fraud.
      • Special Releases and SALE items will always be stated on the product description.
      • Returns regarding damaged shoe boxes will be voided.
      • Returns regarding replacement boxes will be voided.

      The Customer holds the right to return or change when the following requirements are met:

      1. The Sneakin tag must not be removed. Once the tag has been removed, all returns will be voided.

      2. The customer holds the right to open the package and check the contents. All products must be returned in original and unused state. When trace of usage is visible, returns will be voided.

      3. The product must be in Original and brand-new state including tags, box and extra's if applicable.

      If you wish to make a return/exchange, please follow these steps:

      1. Check whether you have the right to return.
      2. Fill in the Return Form.
      3. Send the package double-boxed via registered mail. Sneakin is not responsible for any loss during the shipment.
      4. The package has to be received by us within 14 days of receiving the goods. Please check with your local shipping company for the duration of shipping.  
      5. Keep the tracking receipt.
      6. If your return has been received, your request will be processed within 10 working days. If you do not hear from us after 10 working days, please contact us.

      We do not refund shipping costs.

    • 3 How long will it be, before I get a refund?

      We will process your return as soon as possible after we have received the return. Depending on the current volume of returns being processed, this process can take up to 2 weeks.

      You will receive an e-mail from us as soon as your return has been processed and depending on your bank/choice of payment, your refund will be made available for you within a few days.

    • 4 How does it work with proxy/forwarding companies?

      If a product is ordered through a company that offers another delivery option than us (a third party forwarding company or a so called Proxy service) we only take responsibility for the delivery to the carrier.

      If a parcel is lost after the carrier has delivered it to you, you will have to file a complaint with the company you have used for this service.

    • 5 What should I do if one or more products of my order is missing?

      If one or more products from your order is missing, make sure to not throw away the parcel you received. Send us an email: [email protected] explaining what products you are missing and take a couple photos of the received parcel.

      Make sure you capture all sides of the box and everything in it. The shipping label needs to be fully visible in one of the photos.


    4 Delivery

    • 1 Is it possible to deliver the order on a different address than the billing address?

      Yes that is possible.

      Exception: With PayPal payments, we always send your order to the address that is provided on PayPal.

    • 2 Which courier will deliver my order?

      Orders within Europe will be standardly delivered with DPD.

      Orders to the rest of the world are delivered with UPS. 

    • 3 How long does delivery take?

      We always try to ship your order within 1 business day. Order placed on weekends and holidays will be shipped the next business day.

      You'll normally receive your order within these time frames:

      The Netherlands 1-3 business days

      Europe 2-5 business days

      Asia 5-10 business days

      Rest of the world 5-10 business days

      Due to the global impact of Covid-19, your order may run into unexpected delays. Published shipping times are only used for indication. There are NO rights reserved for these shipping times.

    • 4 What are the delivery fees?

      For shipping rates and estimated arrival times please navigate to the Shipping information page using the button below.

      Shipping & Returns

    • 5 How to change my address?

      We are only able to change your shipping address if your order has not been processed yet. 

      Send us an email with all the necessary details via our Contact Form.

      We'll try to find the best possible solution.

    • 6 Do you ship to collection points?

      Sneakin does not ship to collection points due to the high risk of fraud. The client must change the delivery address upon own request. In case of loss, Sneakin is not accountable on these occasions.

    • 7 Do you deliver to PO Box addresses?

      Unfortunately we do not deliver to PO Box addresses or Army APO and FPO addresses.

    • 8 Do you deliver to my country?

      We ship to most countries of the world.

      However due to different circumstances there are some countries that we don't ship to.

    5 Products

    • 1 Are your products authentic?

      All products listed on our website are 100% authentic. Every single product listed are passed through our verification process. You can shop without worrying about counterfeit products. 

    • 2 Are the shoes on your website brand new?

      Yes, all the shoes on our website are brand new in original box.

    • 3 Are all products online actually physically in stock?

      Yes, all products listed on the website are in stock in our warehouse. In the unlikely event that a product you ordered is out of stock, you will be notified by our Customer Service team for the best possible solution. Due to the global impact of Covid-19, lots of deliveries to our warehouse are delayed. We are trying to frequently restock our products, but due to current circumstances this is hard to realise.

    • 4 Are all shoe boxes delivered in undamaged condition?

      During the shipment of goods, Sneakin can not ensure that shoe boxes arrive undamaged. Sneakin guarantees that all shoe boxes are original. Shoe models older than 2 years of release (before 2018) rarely have undamaged boxes. We always try to deliver shoe boxes in the most optimal condition. When placing an order, the buyer agrees to the risk that shoe boxes may be damaged. Returns regarding damaged shoe boxes will be voided.

      It may happen that shoes are supplied with replacement boxes. Products in a replacement box will always be stated in the product description. Returns regarding replacement boxes will be voided.

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