Exchange Policy

When can you request an exchange?

• Damaged, wrong or defective product — if it arrives damaged, with a manufacturing defect or different from what you ordered (model, size or color). That is on us: we cover the shipping labels.
• Wrong size or you did not like it — you can also exchange it for another available size or model. In this case, the shipping labels are at your expense.

Deadline to request an exchange

You have 3 calendar days after receiving your order to request the exchange. After that, we cannot make exchanges.

Product condition

For any exchange, even for a defect or error, the product must be new: unworn, in its original packaging, with its tags and verification card.

Your package is insured

Every shipment is insured until it reaches your hands. If your package shows as delivered but you did not receive it, let us know within 3 calendar days and we will resolve it by resending your product.

How to request your exchange

1. Message us on WhatsApp — within 3 calendar days after receiving it, with your order number and photos of the product and its packaging.
2. We review your case — we confirm the exchange and who covers the shipping labels.
3. You send the product — with the label we tell you to use, in its original packaging.
4. We send your new pair — once we receive and verify it, we ship your exchange product, also insured until it reaches your hands.

What this policy does not cover

• Refunds, in any case
• Products that are worn, without original packaging or without tags
• Requests made more than 3 calendar days after receiving the order

Need help?

If you have questions about your exchange, contact us:

• 💬 WhatsApp +52 55 2182 7884
• 📧 hola@sneakerstore.com.mx
• ❓ Help center