Return policy

Welcome to our returns page!

At The Sneaker Store, we are always ready to assist you with returning your purchase. Below, you will find our return policy as well as a link to our return portal.

Visit our return portal here: Return Portal.

Requirements for Returning an Item

When returning an item to us, you must meet the following criteria for your return to be approved.

We do not accept returns if:

• The items are not in new condition.
• The 30-day return period has expired (extended holiday returns until January 15).
• The items are not securely packaged.
• The items have been exposed to smoke or similar odors.
• Hangtags or labels are removed or damaged.
• The returned items do not match the original order.

Printer Required: The return label will be provided as a PDF file, so you must have access to a printer to print it.

You are liable for any depreciation of the item’s value caused by handling beyond what is necessary to determine its nature, characteristics, and function. This means you may try the item in the same way as if you were shopping in a physical store.

When returning an item, all accessories (laces, bracelets, chains, etc.) that belong to the product must be included. This also applies to any gifts sent with the order. If gifts are not returned, their value will be deducted from the refund amount. Additionally, the packaging (including shoebox, tissue paper, etc.) must be intact, as our products are considered collectibles, where the box is also part of the product itself.

If the item has been used beyond what is described above, it will be considered used and depreciated in value. This means that if you cancel your purchase, you may receive only a partial refund or no refund at all. The condition of the item will be assessed by The Sneaker Store.

Important:

• We do not take responsibility for products that are damaged, stolen, or otherwise lost during return shipping, as this is beyond our control.
• We recommend returning shoes in a shipping box, like the one you received them in, to prevent the shoebox from being damaged during return transit. The shoebox is part of the product and must be intact when returned.

When exchanging an item, you must also use our return portal, which you can find at the top of the page. Here, you have the option to exchange your item for a different size or a different product. If there is a price difference between the item you wish to exchange and the new item, you will either be charged or credited the difference when completing the exchange through the return portal.

Please note that the replacement item will only be shipped once we have received your returned item. Additionally, for purchases made on www.thesneakerstore.com, there may be longer delivery times for items that are not in stock in our Danish warehouse. This means that the replacement item may not be shipped immediately upon receiving your return but only when the item is back in stock. You can check the estimated delivery time on the product page when selecting a size.

If you have a product with a manufacturing defect or wish to make a complaint about a product, you should contact us through our "Contact Us" page. You will then be informed about the next steps regarding your complaint.

We have a processing time of up to 10 business days from the receipt of your return package until it is processed by us. Once the return has been processed, you will receive an email notifying you that a refund has been issued. The refund will be credited to your bank account within 4 business days.

You are always welcome to contact us through our "Contact Us" page. We strive to respond to your inquiry within 3 business days.