Frequently asked questions / FaQ
General
Is there a Sneakin Brick and Mortar store?
No, we do not have a physical store. A visit is not possible.
What is my size?
For the right size, please check our Size Guide.
Is Sneakin interested in trades?
No, we are not interested in trades.
Can I sell shoes to Sneakin?
No, customers cannot sell shoes to Sneakin.
My size is not available, will you get it?
We have a constant flow of goods restocked. If a size you are interested in is not available, please sign up for our one-time mail-notification. If the size becomes available again you will receive an email.
Are there any Promotion Codes?
Unfortunately we do not have any hidden Promotion Codes. Please do not contact us regarding Promotion Codes. In case of any promotions we will publish it on our social media channels and on our website.
Do you have a Loyalty Programme for loyal customers?
For our loyal customers we set up a Sneakin Loyalty Programme. These Sneakin Coins can save you up to €75. For every €1 spent, you will receive 2 Sneakin Coins. You can also earn Sneakin Coins via successfully finished quests. All ways to earn and redeem Sneakin Coins are published on our Loyalty Programme.
Do I need an account to place an order?
No, an account is not needed to shop at Sneakin. There is an option to check out as a guest. We recommend to register for an account, consider to be signed up to get access to our Loyalty Program. Please note that we do not share your information in any way. Your password is well encrypted and will never be shown to us. No newsletters or promotions will be sent to your e-mail unless you allow us by ticking the newsletter box.
Why is my order cancelled?
The order can be cancelled due to the following reasons:
- The product you ordered is out of stock.
- Sneakin is unable to obtain authorisation for your payment.
- Sneakin have identified an error with a product description, such as pricing error.
- The customer does not meet the eligibility requirements as specified in the Terms & Conditions.
- There is a system or procurement failure.
- The customer fails our customer validation checks.
- We believe you are generating orders for commercial gain and not personal use.
My order is missing products, what should I do?
If one or more products from your order is missing, make sure to not throw away the parcel you received. Please contact our Customer Service team via customerservice@sneakin.com or the Contact Form and explain what products are missing and take a couple pictures of the received parcel. Make sure you capture all sides of the box and everything in it. The shipping label needs to be fully visible in one of the pictures.
Is there a Sneakin Brick and Mortar store?
No, we do not have a physical store. A visit is not possible.
What is my size?
For the right size, please check our Size Guide.
Is Sneakin interested in trades?
No, we are not interested in trades.
Can I sell shoes to Sneakin?
No, customers cannot sell shoes to Sneakin.
My size is not available, will you get it?
We have a constant flow of goods restocked. If a size you are interested in is not available, please sign up for our one-time mail-notification. If the size becomes available again you will receive an email.
Are there any Promotion Codes?
Unfortunately we do not have any hidden Promotion Codes. Please do not contact us regarding Promotion Codes. In case of any promotions we will publish it on our social media channels and on our website.
Do you have a Loyalty Programme for loyal customers?
For our loyal customers we set up a Sneakin Loyalty Programme. These Sneakin Coins can save you up to €75. For every €1 spent, you will receive 2 Sneakin Coins. You can also earn Sneakin Coins via successfully finished quests. All ways to earn and redeem Sneakin Coins are published on our Loyalty Programme.
Do I need an account to place an order?
No, an account is not needed to shop at Sneakin. There is an option to check out as a guest. We recommend to register for an account, consider to be signed up to get access to our Loyalty Program. Please note that we do not share your information in any way. Your password is well encrypted and will never be shown to us. No newsletters or promotions will be sent to your e-mail unless you allow us by ticking the newsletter box.
Why is my order cancelled?
The order can be cancelled due to the following reasons:
- The product you ordered is out of stock.
- Sneakin is unable to obtain authorisation for your payment.
- Sneakin have identified an error with a product description, such as pricing error.
- The customer does not meet the eligibility requirements as specified in the Terms & Conditions.
- There is a system or procurement failure.
- The customer fails our customer validation checks.
- We believe you are generating orders for commercial gain and not personal use.
My order is missing products, what should I do?
If one or more products from your order is missing, make sure to not throw away the parcel you received. Please contact our Customer Service team via customerservice@sneakin.com or the Contact Form and explain what products are missing and take a couple pictures of the received parcel. Make sure you capture all sides of the box and everything in it. The shipping label needs to be fully visible in one of the pictures.
Payments
Which payment methods do Sneakin accept?
Customers can use any of the payment methods listed below to pay for an order: -American Express
-Bancontact
-iDeal
-Maestro
-Mastercard
-PayPal
-Sneakin Giftcard
-Visa
What currency can I pay in?
We only take payments in EURO €. Please note: some banks may charge an International Transaction Fee.
When will I be charged for my order?
The full cost of the order will be charged as soon as the order is successfully placed.
Is pay later available?
No, it is not possible to pay later.
Do you accept Gift Vouchers?
We only accept our own Sneakin gift cards.
Is it safe to order online?
Yes, we use SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered during transfer. Security checks are also made on all transactions, to ensure the authenticity of each payment. As an extra safety measure, we only accept credit card payments with a 3D secure process to confirm the authorisation.
Delivery
What are the delivery fees?
We kindly recommend you to check the shipping page for the delivery fees.
Where is my order?
You can check the status of your order in your account. An email with the track and trace will be sent once your package is ready to be shipped. Please keep in mind that the delivery time is an indication and there are no rights reserved.
How long does delivery take?
We kindly refer you to check our shipping page for the estimated delivery time.
How do I track my order?
Once your order is ready to shipped and awaiting carrier pickup, you will get shipping confirmation by e-mail. This e-mail contains a tracking number.
Where do we ship from?
Our warehouse is based in The Netherlands, the orders are shipped from The Netherlands.
Which courier will deliver my order?
We use DPD and UPS as couriers to deliver packages.
Do you deliver to my country?
We ship to most countries of the world. However due to different circumstances there are some countries that we do not ship to.
Is it possible to deliver the order on a different address than the billing address?
Yes it is possible to deliver the order on a different address than the billing address. Exception: With PayPal payments, we always send your order to the address that is provided on PayPal.
Do you ship to collection points?
We do not ship to collection points.
Do you deliver to PO Box addresses?
We do not deliver to PO Box addresses or Army APO and FPO addresses.
How does it work with proxy/forwarding companies?
If a product is ordered through a company that offers another delivery option than us (a third party forwarding company or a so called Proxy service) we only take responsibility for the delivery to the company. If a parcel is lost after the carrier has delivered it to you, you will have to file a complaint with the company you have used for this service.
Products
Are your products authentic?
All products listed on our website are 100% authentic. Every single product listed has passed through our verification process. You can shop without worrying about counterfeit products.
Are the shoes on your website brand new?
Yes, all the shoes on our website are brand new in the original box.
Are all shoe boxes delivered in undamaged condition?
During the shipment of goods, Sneakin can not ensure that shoe boxes arrive undamaged. Sneakin guarantee that all shoe boxes are original. Shoe models older than 2 years of release rarely have undamaged boxes. We always try to deliver shoe boxes in the most optimal condition. When placing an order, the buyer agrees to the risk that shoe boxes may be damaged. Returns regarding damaged shoe boxes will be voided. It may happen that shoes are supplied with replacement boxes.
Returns
Can I return/exchange my order?
Yes, you can return or exchange your order. See the following instructions and requirements on Returns & Changes.
Will I get the shipping costs refunded when I return an item?
We do not refund shipping costs.
How long does it take to get a refund?
We will process your return as soon as possible after Sneakin have received the return. Depending on the volume of returns being processed, this process can take up to 10 business days. You will receive an e-mail from us as soon as your return has been processed.
Sneakin Gift Cards
Where do I order the Sneakin Gift Card?
The Sneakin Gift Card is only available on: www.sneakin.com. Sneakin do not work with third parties. The resale of Sneakin Gift Cards is strictly prohibited.
How do I use my Sneakin Gift Card?
When a Sneakin Gift Card is purchased, you get a physical card with a unique code. This code can be redeemed on: www.sneakin.com. The amount of your purchase will be deducted from the balance on the Sneakin Gift Card. If your purchase totals less than the value of the Gift Card, any balance will be left as credit for you on your Sneakin Gift Card to spend in future.
Is it possible to redeem the Sneakin gift card in exchange for cash?
The Sneakin Gift Card cannot be redeemed or exchanged for cash and cash refunds will not be available for products purchased with the Sneakin Gift Card. The resale of Sneakin Gift Cards is strictly prohibited.
What if my Sneakin Gift Card gets lost/stolen?
Lost or stolen Gift Cards cannot be replaced, refunded, blocked or exchanged for a new Sneakin Gift Card.
Contact us
Contact information
Sneakin
De Flinesstraat 18
1114 AL Amsterdam-Duivendrecht
The Netherlands
customerservice@sneakin.com
CoC: 76592812
VAT No.: NL860691391B01