FAQ - Frequently Asked Questions
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Are your products authentic?
All products sold on our website and in our stores worldwide are 100% authentic. We do not use any middle men and receive all our products directly from the brands we sell. You can find more information about our company and the two founders, Erik and Peter, here.
Will you be getting more stock?
We always try to restock popular products, it all depends on if the brands have any stock to provide us with. When it comes to limited releases however we normally don't get restocks.
If you sign up to our newsletter you'll be the first to know about any re-stocks and other useful release information. You can also follow us on Facebook, Twitter and Instagram for daily updates.
Are all products online actually in stock?
Yes - all the products shown on the website are in stock in either our Central Warehouse or one of our stores. We have a fulfilment rate of 99%. In the unlikely event that a product you have ordered is out of stock you will be notified of this by our Customer Service team via e-mail and refunded immediately.
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Can I cancel my order?
If you are looking to cancel your order then send us an e-mail on [email protected], please type in ”Cancel” in the subject section followed by your order number. Bare in mind we can not guarantee that your order will be cancelled if you send us a cancel request, however if your order hasn't been processed by the time we handle your cancel request we're normally able to cancel it.
Do I need an account to place an order?
No, you do not need an account to shop at Sneakersnstuff.
If you have not purchased from us before, an account will be automatically created and a password will be sent to the e-mail address you entered. Use your account to keep track of your order and to save you from entering your shipping information the next time you shop with us.
Please note that we do not share your information in any way and 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 at your profile.
How do I track my order?
When your order has been dispatched from our warehouse you will get a shipping confirmation e-mail with your tracking number.
You can also log in to your SNS account on our website and go to the ”My Site” section, there your order will be updated with a tracking number.
Please bare in mind that if the delivery method selected by yourself was UPS Access Point the order will not be delivered to the address you entered but to a UPS Access Point near your delivery address.
How can I check the status of my order(s)?
You can check the status of your current order as well as your whole order history in the My Site section on our website. Bare in mind you need to be logged into your SNS account in order to access your My Site.
Why did you cancel my order?
There can be various reasons to why an order gets cancelled. The most common reason is that the product you have ordered wasn't actually in stock and should not have been available on our website. If we have to cancel an order we always send an e-mail explaining why it has been cancelled. If you by any chance haven't received an e-mail with an explanation after your order has been cancelled then please contact our Customer Service on [email protected].
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Why can’t I access the raffle page?
Some product releases are restricted by brands to particular countries or cities and our raffle pages are then restricted by IP address to match that.
I see an error after the payment details page - why this?
1 - We cannot authorise your payment method due to fraud flags. Please check the billing information matches your payment method. Please check your bank is not stopping the authorisation check.
2 - An entry has already been made with details that have been associated with you. Either you have already entered, or someone who has been linked to you has already entered. You would only be linked to someone else if you have both used the same payment method previously.
I cannot get to the payment details page - what to do?
If you cannot get to the payment details page, make sure you are not using autocomplete to enter your data.
Do you contact me if I haven’t won?
We generally only contact raffle winners via email.
When do you contact winners?
All information regarding when the raffle will be drawn and winners informed will be posted on our Instagram and Twitter profiles @sneakersnstuff . Winners are contacted at the email address provided.
What do you do with unpicked up pairs?
This depends on the number of pairs and any terms provided by the brands. We do not release unpicked up pairs on general release.
I have a notification from my bank - have I won?
Only receivers of a winner email have won. As part of our winner drawing process for online entrants we check that we are able to charge funds against the payment method provided. If this is denied by the bank then this entrant is not selected as winner.
Why do you need payment information for in-store pick up?
We are always striving to have the fairest raffle system. Requiring entrants to put in payment information is our best way to stop people creating duplicate entries. We only check that it is a valid payment method. Nothing is charged.
How do I pay if I win?
If you entered for the online draw then if you win your payment method will be checked for funds when we draw the winners and then charged when we ship the shoes (generally 1-3 days after raffle draw).
If you entered for store pick up then you will pay in store. You do not have to use the same method as you entered the draw with.
What happens if I don't pick up what I've won in a raffle?
If you win and fail to pick up you will be charged a 15 USD (or local currency) equivalent processing fee.
Can I return a raffle product I've purchased in-store?
No. All in-store raffle purchases are final.
What issa raffle?
A “raffle” is our process for handling the release of shoes where the number of people who want to buy the shoes far exceeds the number we have to sell. In order to make the process as fair as possible we run a raffle where we randomly pick a number of people to be able to buy the shoe.
Can I use PayPal as a payment method for raffles?
If you choose PayPal as the payment method when you sign up for the raffle, you have to be a registered PayPal user. If you're not, you will not have a chance to be selected as a winner.
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What currencies can I pay in?
The currencies you are charged in are based on the country you're ordering from.
|United Kingdom||British Pound|
|Rest of world||United States Dollar|
Which payment methods do you accept?
We are working with Adyen which allow us to offer you a vast majority of the payment methods currently available. The payment methods that are available in your country will be listed at the checkout step.
|These are our main payment methods|
|Sofort||Germany, Austria, Belgium|
|SEPA Direct Debit||All SEPA countries|
|Klarna Invoice||Sweden, Finland, Denmark, Germany|
|Klarna Part-Payment||Sweden, Finland, Denmark, Germany|
|Rest of world||United States Dollar|
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Which courier will deliver my order?
How long does delivery take?
We always try to ship your order within 1 business day from that you've placed it. Usually if you place your order before 09.00 AM GMT+1 we will ship it the same day, this is however not a guarantee. Orders placed on weekends and holidays will be shipped the next business day.
You'll normally receive your order within these time frames (counted from the first business day after you placed your order):
- Sweden: 3-5 business days
- Europe: 2-6 business days
- Rest of the world: 5-10 business days
How much is delivery?
You can find all the information you need regarding shipping costs via this link
How to change my adress?
We can only update your shipping address after your order has been shipped. Send us an e-mail with all the necessary details via our Contact Form or [email protected] after you have received your shipping confirmation e-mail and our Customer Service team will assist you. Please bare in mind that we can not guarantee that your shipping details will be updated before the first delivery attempt. It's also not possible to change the delivery address to a different country and for US based customers we can not change to an address in a different state than what was applied when the order was placed.
Do you deliver to PO Box adresses?
Unfortunately we do not deliver to PO Box addresses or Army APO and FPO addresses.
Do you deliver to my country?
We ship to most countries in the world. However due to different circumstances there are some countries that we don't ship to.
You can choose what country you want your order delivered to at the Check Out section after you have added a product to your cart. If we don't ship to your country it will say "Unfortunately, we are not shipping to your country at the moment."
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How do I return or exchange my order?
Shipping on returns that aren't faulty is to be arranged and paid for by the customer, in accordance with our terms for returns. Please fill out the returns form that comes with your order and enclose it with your return. It's very important that the returns form is enclosed, otherwise we will not be able to process the return (if you haven't received one you can download it from the Customer Service section on our website). Then pack your goods so that they are protected and if you're returning shoes then please remember not to damage the shoe box with tape, writing, shipping labels etc.
Notice: if you are signed up, you can get access to free returns via PayPal. For more information please see here
We will contact you via e-mail as soon as we've processed your return.
Our returns address is:
123 23 Farsta
How long will it be before I get a refund?
We will process your return ASAP after we have received it. Depending on the current volume of returns being processed this can take up to 2 weeks.
You will receive an e-mail from us as soon as your return has been processed and depending on your bank/choice of payment, your refund will be made available for you within a few days.
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 carrier. If a parcel is lost after UPS has delivered it to your carrier you will have to file a complaint with the company you have used for this service.
What should I do if one or more products of my order is missing?
If one or more products from your order is missing, make sure NOT to throw away the parcel you received. Send us an email explaining what products you are missing and take a couple photos of the received parcel. Make sure you capture all sides of the box and everything in it, also the shipping label needs to be fully visible in one of the photos.
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How do I unsubscribe from the newsletter?
If you no longer want to receive the latest news from Sneakersnstuff just click the unsubscribe link in the bottom end of the e-mail.
Is your website legit?
Sneakersnstuff has sold sneakers and clothes online since 1999. All products that are sold on our website comes directly from the manufacturer without any middlemen. We currently have physical stores in Stockholm, London, Paris, Berlin and New York. You can find more information about our company and the two founders Erik and Peter right here.
Do you price match?
Unfortunately we do not price match. In order to receive sale price on a product the product must be part of a ongoing sale and the sale price only applies during the sale period. We also do not price match other retailers prices.
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