You can find your order number at the top of your order confirmation, which was sent to you shortly after placing your order.

The order number follows this format: #12345.

Yes, you can, as long as the item has not yet been shipped from our warehouse.

If the price of the new item is higher, we will send you an email with a payment link for the remaining amount.

If the price is lower, we will only charge the amount corresponding to the new item.

To modify all or part of your order, please contact us via the contact form at the bottom of the page.

No, we do not offer exchanges. We recommend that you return your item and place a new order instead. This ensures a smooth process without errors and saves you from filling out a lengthy exchange form—a win-win situation!

We offer free returns on all sneakers.

👉 Follow this link to print your return label.

Yes, you can, as long as the order has not been shipped from our warehouse.

To cancel all or part of your order, please contact us here.

We rarely experience issues with customers not receiving our emails.

We recommend that you first check your spam folder, as our emails may sometimes end up there.

If you still cannot find our emails, feel free to contact us, and we will verify whether your order contains the correct email address.

You can get in contact with us here.

We offer next-day delivery on a wide range of our sneakers, accessories, and streetwear. If you place an order for an item with next-day delivery before 2 PM on a business day, it will be delivered on the following business day.

Some sneaker and streetwear models have a longer delivery time because they are not physically in stock at our Aalborg warehouse and must first be sourced from our partners worldwide.

Our global supplier network spans Europe, the USA, and Asia, which means delivery times vary depending on where your new sneakers or streetwear are being shipped from.

You can check the exact delivery time by selecting your size on the product page.

We ship all packages with UPS.

You have the option to have your order delivered to a parcel shop or directly to your private address.

UPS do not deliver during the weekend unfortunately.

You can track your package using this link: UPS Tracking.

Simply enter your tracking number to see the current status of your shipment.

Please note: You will only be able to track your order once it has been dispatched from our office. If you have ordered an item with a longer delivery time, tracking will not be available until the package has been shipped.

Yes, you can, please contact us via the contact form below to arrange a pickup.

We offer free shipping to parcel shops on all orders over 300 DKK to the following country:

Denmark

For orders under 300 DKK, a shipping fee of 40 DKK applies for delivery to a parcel shop.

We also offer home delivery:

A 40 DKK shipping fee applies to orders over 300 DKK delivered to a private address.

A 55 DKK shipping fee applies to orders under 300 DKK delivered to a private address.

Just by following our return guide.

We offer free returns on all sneakers, we charge a return fee of 39kr for all other products, you can read more about how to return in our return guide.

You have a 30-day return policy on all products at The Sneaker Store.

If you have returned your package through our returns portal, you can use the parcel number on the shipping label to track your shipment and see if we have received your package, please note that we have up to 10 business days processing time for returns.

You send it back through our returns portal as usual. Unfortunately, we do not have the option to transfer the money to another bank account.

You must therefore contact the person who gave you the gift - and get the money from them when the order is returned.

You must contact us via the contact form at the bottom of the page.

To assess your case, please include the following information in your email:

A detailed explanation of the issue and how it occurred.

Clear photos documenting the reason for the complaint (the more, the better).

Your order number.

Once we have received the above information, we will review your case and provide an assessment.

Click on the link to get to our Jordan size guide

Click on the link to get to our Nike size guide

Click on the link to get to our New Balance size guide

Click on the link to get to our Yeezy size guide

Click on the link to get to our Adidas size guide

Before wearing your sneakers, make sure to apply a protective spray. Clean them approximately every two weeks or whenever they start to look worn.

Keep your sneakers away from radiators and washing machines, and consider using crease protectors to prevent creasing and folding.

👉 Check out our cleaning products here.

First and foremost, you can extend the lifespan of your sneakers by applying a protective spray and cleaning them regularly. You can find our protective sprays and cleaning products here.

Additionally, we recommend using crease protectors to prevent creasing and folding. And of course, avoid playing football in them, wearing them out to clubs, or exposing them to unnecessary wear and tear.

When your sneakers are at home, it's best to store them in a dry place and not close to radiators or other forms of heat. In order for your sneakers to keep their shape and stay looking good for a long time, we recommend that you use our plastic shoe tree.

When cleaning your sneakers, you will need a cloth, water, a bowl, a brush, plastic shoe trees, and a cleaning solution. You probably already have a cloth at home, but you can purchase the remaining cleaning essentials here.

We have also written a step-by-step guide on how to clean your sneakers in our blog post: “How to Clean Your Sneakers”.

We strongly recommend avoiding machine washing your sneakers. There is a high risk that the quality may deteriorate, especially if they are made of suede or nubuck. Additionally, the glue in the shoe can melt, causing discoloration and damage.

Yes, you can use hot water to clean your sneakers - as long as the water does not exceed 30 degrees. In fact, we recommend it. However, remember to take the material of your sneakers into account when cleaning them. Suede, for example, does not tolerate being cleaned with a hard brush.