Support
Return Policy
Last updated: January 2026
Authenticity guaranteed
Every pair sold at Sneakerstore is verified. If you receive sneakers that aren't authentic, you're entitled to a full return at no cost.
Return conditions
We accept returns in the following cases:
- Item is not authentic — if the item isn't authentic, this covers return and a full refund
- Item arrived damaged — if the item arrives with visible damage or factory defects
- Wrong item received — if you receive a different product than the one you ordered (model, size, color)
- Item never arrived — if the package was marked as delivered but you never got it
Reporting window
You have 48 hours from delivery confirmation to report any issue with your order. After that window, we can't guarantee the case will be resolved.
Return process
- Report the issue — Log in to your account, go to "My orders" and select "Report an issue." Attach photos of the product and the packaging.
- Case review — Our team will review your report within 1–3 business days and get back to you by email.
- Approval and return shipping — If your case is approved, we'll send you a prepaid return label.
- Refund or replacement — Once we receive the item, we'll process your refund in 3–5 business days or arrange to ship out the correct product.
What's not covered
The following situations are not covered under our return policy:
- Change of mind or wrong size ordered by the buyer
- Damage caused by use of the product
- Claims filed more than 48 hours after delivery
- Special edition or pre-order items (except manufacturing defects)
Refunds
Refunds for your sneaker order are issued back to your original payment method within 3–5 business days of approval. Timing may vary depending on your financial institution.
Need help?
If you have questions about your return, get in touch: