Dear valued customer, Although we remain open for business online, our office is currently closed and we have limited lines available for calls. For the moment, please contact our customer service team via email, Whatsapp or Facebook Messenger if the phone lines are unavailable. We endeavour to respond quickly and ask for your understanding should this take a little longer than usual. We thank you for your continued support.
On this page you will find an overview with the most frequently asked questions to our customer service. This way you will quickly find the answer to your question. Is your specific question not listed? Please feel free to contact us.
1. I PLACED AN ORDER BUT NOT RECEIVED A CONFIRMATION YET.
It can take up to an hour before you receive the order confirmation of your order. Also check the spam or junk box of your email account. It is possible that the order confirmation has ended up there. Have you not received a confirmation after an hour? Please contact us, we will be happy to check whether your order has been received and send you the order confirmation.
2. WHEN PLACING MY ORDER, I RECEIVED AN ERROR MESSAGE.
Do you get an error message when placing your order or when making the payment? Then it is possible that the order has not been processed correctly. If the amount has been debited from your account and you receive an order confirmation, you can assume that your order has been processed in good order. Has the amount not been debited and have you not received an order confirmation (within an hour)? Then place your order again. PAYMENT
1. CAN I PAY MY ORDER AFTER?
When placing your order, there are several payment options. If you want to pay for the order afterwards, you can choose Afterpay. You will receive a digital invoice from Afterpay within a few working days, which you must pay within 14 days. If the item is not to your liking, you can return it to us. The Afterpay account will expire.
2. MY AFTERPAY PAYMENT WILL BE REJECTED
Afterpay uses various criteria to accept or reject your payment. If your order with Afterpay is rejected, we advise you to contact Afterpay. Of course you can also choose another payment option, such as iDeal or Credit card
3. IS IT POSSIBLE TO REDEEM A SNEAKERS GIFTCARD ON THE WEBSHOP?
Unfortunately, it is currently not possible to redeem the Gift Card in the webshop. This is only possible at our stores. View the overview of all SNEAKERS stores and find your nearest branch.
DELIVERY 1. THE TRACK & TRACE LINK OF MY ORDER DOES NOT WORK.
It can take up to two working days before the track & trace link is active. Until then, the link will not be available. As soon as your package has been scanned in the DHL depot, you can follow the progress of the delivery.
2. WHEN CAN I EXPECT MY ORDER?
If you have placed an order, you can expect it to be delivered within one to two working days. The delivery time depends on the stock of the ordered shoes.
3. MY ORDER HAS BEEN DELAYED. WHAT NOW?
You have received an e-mail from us informing you that your order has been delayed. This is of course not nice news and we are doing everything we can to provide you with more clarity as soon as possible. We will inform you by e-mail within three working days of the further progress of your order. The delay can be for several reasons: The ordered item is not in stock. We do our best to deliver your order through one of our stores. The ordered product does not meet our quality requirements. Think of a discolouration, an unpaired or production error. At that time, we consult the store stocks in order to still deliver a high-quality product. The ordered product is completely sold out. We are forced to cancel the order. You will receive the full purchase amount back on your account within two working days. Did you pay with Afterpay? The account will expire.
PRODUCTS 1. MY SHOE SIZE IS NOT AVAILABLE.
Is your shoe size no longer in the list with the article? Then this size is unfortunately no longer in stock in our webshop. Please contact a SNEAKERS store near you, they may still have the size available. You can also contact our customer service, we will be happy to check the stock in our stores for you!
2. WHAT SIZE DO I NEED?
We give good size advice for every shoe. Click on the article for this, the size advice is displayed above the available sizes. Are you in doubt between two sizes? Then go to our page for size advice. Of course you are always welcome in one of our stores, or you can contact our customer service.
1. DISPUTE RESOLUTION
The European Commission provides an online dispute resolution platform for consumers. You can find this platform via this link. We voluntarily participate in a dispute resolution procedure.
2. AS INFLUENCER CAN I PROMOTE YOUR ARTICLES?
We are regularly looking for influencers to work with. Do you like this? Send us an email with a link to your social media channels. You can send your email to email@example.com.