FAQs
Order
Unfortunately not. To ensure speedy delivery for our customers, orders move into our warehouse processing soon after they're placed, after which time we are unable to cancel them.
However, we're dedicated to helping you find a solution! If you mistakenly placed an order you no longer need, please don't hesitate to contact us here. While we can't cancel the order itself, we'd be happy to discuss your options and guide you towards the best resolution.
We understand the frustration of ordering the wrong size or product! Unfortunately, due to our logistical process, modifying or cancelling orders after they're placed isn't possible. Orders quickly move into warehouse processing to ensure speedy delivery to our customers, at which point we can no longer make any changes.
But don't worry! We're committed to helping you find a solution. If you mistakenly ordered something you don't need, please reach out to us here. While we can't directly change your order, we'll be happy to explore your options and guide you towards the best resolution based on your situation.
At SNS, we take your personal information seriously and strive to be transparent about how we handle it. Here's a breakdown of what happens when you create an account with us:
Account Registration:
By registering, your information remains stored until you request its deletion. This allows us to maintain your account settings and purchase history for a smooth experience.
Cancellation and Data Erasure:
Whenever you decide to close your account, simply contact us. We'll remove all non-essential data associated with your account, ensuring your privacy.
Data Privacy Details:
For a comprehensive explanation of our data practices, please refer to section 13 of our Terms and Conditions.
Remember:
We only keep information necessary for legal or internal purposes, following strict data retention policies.
Updating your personal information and security settings is easy! Just head to the "Account" section on our website when you're logged in. You can easily modify your details, change your password for enhanced security, and manage other preferences.
While changing your registered email directly isn't possible, we understand you might have a preferred email address for future orders. We're here to help! Just reach out to our friendly support team, and we'll guide you through a quick and easy process. We'll delete your current account and help you create a new one using your desired email address.
Yes! Just reach out to our customer service team with your order number, and we’ll be happy to email it to you.
For security purposes, the invoice can only be sent to the email address associated with your order. This helps ensure your information remains protected.
It's unfortunately not possible to edit the address once the order has been placed.
If your order is for a Sign-Up product, we can never change the address for security reasons. We must ship it to the address you have signed up using.
For other security reasons, if you have paid using Klarna invoices, we can also not change the address. This is to prevent fraudulent purchases.
No. You're welcome to shop at SNS without creating an account!
If it's your first time shopping with us, we will send you an email inviting you to create a new account, which is optional. Having an account makes it easy to track your order and saves you the hassle of entering your shipping details next time you shop with us.
Rest assured, we take your privacy seriously. Your information is kept confidential, and your password is securely encrypted. We'll never see it! Plus, you won't receive any newsletters or promotions unless you choose to opt in by ticking the newsletter box in the account section of our website.
Shipping & Delivery
To Europe:
| Austria | UPS Standard |
| Belgium | Bpost |
| Bulgaria | AT Post |
| Croatia | UPS Standard |
| Czech Republic | UPS Standard |
| Denmark | UPS Standard |
| Estonia | UPS Standard |
| Finland | UPS Standard |
| France | UPS Standard |
| Germany | DHL Paket |
| Greece | UPS Standard |
| Hungary | UPS Standard |
| Ireland | Anpost |
| Italy | UPS Standard |
| Latvia | UPS Standard |
| Luxembourg | GLS |
| Monaco | UPS Standard |
| Netherlands | PostNL |
| Norway | UPS Standard |
| Northern Ireland | Fastway |
| Poland | UPS Standard |
| Portugal | UPS Standard |
| Slovakia | UPS Standard |
| Slovenia | UPS Standard |
| Spain | UPS Standard |
| Sweden | PostNord |
| Åland Islands | UPS Express Saver |
To the rest of the world:
| Hong Kong | UPS Express Saver |
| Japan | UPS Express Saver |
| Republic of Korea | UPS Express Saver |
| Rest of the world | UPS Express Saver |
To the UK:
| Sent from EU | Royal Mail |
| Sent from UK | DPD |
As soon as we have shipped your order you will receive a shipping confirmation e-mail which will include your tracking number.
When your order has been shipped from our warehouse, you will get a shipping confirmation e-mail with your tracking number from the carrier.
The order is usually shipped within 1-5 business days after the order has been placed.
Based on common regional practices and to ensure certain levels of expediency in delivery, our shipping partners may leave the shipment at the delivery address even if no one is there to receive it and sign for it. The courier will only do this if they deem it safe to leave the parcel at the delivery address. Therefore, as a customer, it is your responsibility to be available at the delivery address at the time of the delivery. Once you receive the tracking information, you will be able to see the estimated delivery date for your delivery.
If you are unable to locate a delivered shipment at your address, we will, of course, do our best to help you. Before we can assist you, we kindly ask you to contact the courier as soon as possible so they may provide more extensive information about the delivery, as this in some cases may help you locate the parcel.
If you are unable to receive help from the shipping company, we then ask you to contact us through our contact form. Please make sure to include information about your communication with the shipping company as it will be necessary for us to properly help you.
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.".
| Austria | 12 EUR |
| Belgium | 12 EUR |
| Croatia | 12 EUR |
| Czech Republic | 12 EUR |
| Denmark | 100 DKK |
| Estonia | 12 EUR |
| Finland | 12 EUR |
| France | 12 EUR |
| Germany | 10 EUR |
| Greece | 12 EUR |
| Hungary | 12 EUR |
| Italy | 12 EUR |
| Latvia | 17 EUR |
| Luxembourg | 12 EUR |
| Netherlands | 12 EUR |
| Norway | 13 USD |
| Poland | 12 EUR |
| Portugal | 17 EUR |
| Slovakia | 12 EUR |
| Slovenia | 12 EUR |
| Spain | 12 EUR |
| Sweden | 100 SEK |
| Switzerland | 15 USD |
| Rest of Europe | 12 EUR |
| Australia | 45 USD |
| China | 38 USD |
| Hong Kong | 25 USD |
| Japan | 29 USD |
| Kuwait | 49 USD |
| Macao | 35 USD |
| Malaysia | 35 USD |
| New Zealand | 50 USD |
| Republic of Korea | 30 USD |
| Réunion | 45 USD |
| Taiwan | 49 USD |
| Thailand | 35 USD |
| Turkey | 29 USD |
| United Arab Emirates | 39 USD |
| UK | 12 GBP |
To ROW:
| Access Point | Home Delivery | Free Delivery Over | |
| Australia | - | 45 USD | - |
| China | - | 38 USD | - |
| Kuwait | - | 49 USD | - |
| Macao | - | 35 USD | - |
| Malaysia | - | 35 USD | - |
| New Zealand | - | 50 USD | - |
| Rest of the world | - | 75 USD | - |
| Réunion | - | 45 USD | - |
| Singapore | - | 50 USD | - |
| Taiwan | - | 49 USD | - |
| Thailand | - | 35 USD | - |
| Turkey | - | 29 USD | - |
| United Arab Emirates | - | 39 USD | - |
| Access Point | Home Delivery | Free Delivery Over | |
Japan (1 item) | - | 29 USD | - |
Japan (2 items) | - | 39 USD | - |
Japan (3-9 items) | - | 59 USD | - |
Japan (10 or more items) | - | 199 USD | - |
| Access Point | Home Delivery | Free Delivery Over | |
Hong Kong (1-2 items) | - | 25 USD | - |
Hong Kong (3-8 items) | - | 39 USD | - |
Hong Kong (9 or more items) | - | 129 USD | - |
| Access Point | Home Delivery | Free Delivery Over | |
Republic of Korea (1 item) | - | 25 USD | - |
Republic of Korea (2 items) | - | 39 USD | - |
Republic of Korea (3-9 items) | - | 39 USD | - |
Republic of Korea (10 or more items) | - | 129 USD | - |
To UK:
| Access Point | Home Delivery | Free Delivery Over | |
| Sent from UK | - | 5 GBP | 200 GBP |
| Sent from EU | - | 10 GBP | - |
| Sign Up | - | 12 GBP | - |
To Europe:
| Access Point | Home Delivery | Free Delivery Over | |
| Austria | - | 10 EUR | 200 EUR |
| Belgium | - | 5 EUR | 200 EUR |
| Croatia | - | 12 EUR | 200 EUR |
Cyprus (1 item) | - | 50 EUR | - |
Cyprus (2-3 items) | - | 75 EUR | - |
Cyprus (4 or more items) | - | 100 EUR | - |
| Czech Republic | - | 12 EUR | 200 EUR |
| Denmark | - | 50 DKK | 2000 DKK |
| Estonia | - | 15 EUR | 200 EUR |
| Finland | - | 12 EUR | 200 EUR |
| France | - | 9 EUR | 200 EUR |
| Germany | - | 5 EUR | 200 EUR |
| Greece | - | 16 EUR | - |
| Hungary | - | 10 EUR | 200 EUR |
| Iceland | - | 75 USD | - |
| Ireland | - | 10 EUR | 200 EUR |
| Italy | - | 10 EUR | 200 EUR |
| Latvia | - | 15 EUR | 200 EUR |
| Luxembourg | - | 10 EUR | 200 EUR |
| Malta | - | 35 EUR | 200 EUR |
| Monaco | - | 10 EUR | 200 EUR |
| Netherlands | - | 5 EUR | 200 EUR |
| Norway | - | 13 USD | 200 USD |
| Poland | - | 12 EUR | 200 EUR |
| Portugal | - | 17 EUR | 200 EUR |
| Slovakia | - | 12 EUR | 200 EUR |
| Slovenia | - | 12 EUR | 200 EUR |
| Spain | - | 9 EUR | 200 EUR |
| Sweden | 60 SEK | - | 2000 SEK |
| Switzerland | - | 15 USD | - |
| Åland Islands | - | 12 EUR | - |
To US:
| Access Point | Home Delivery | Free Delivery Over | |
| Canada (sent from EU) | - | 35 USD | - |
| Hawaii (sent from EU) | - | 50 USD | - |
| Hawaii (sent from US) | - | 10 USD | - |
| US (sent from US) | - | 10 USD | 250 USD |
| Access Point | Home Delivery | Free Delivery Over | |
US (sent from EU) 1 item | - | 19 USD | - |
US (sent from EU) 2 items | - | 29 USD | - |
US (sent from EU) 3-9 items | - | 49 USD | - |
US (sent from EU) 10 or more items | - | 169 USD | - |
If you don’t collect the parcel or if you’re not available to accept the parcel on the scheduled date for delivery the parcel will be returned to us. We will then charge a fee for shipping and administrative costs of the unclaimed parcel:
| Denmark | 300 DKK |
| Sweden | 300 SEK |
| Rest of Europe | 40 EUR |
| Rest of the world | 50 USD |
| UK | 30 GBP |
We ship out your order within 1 to 5 business days from the day you placed your order.
During periods of campaigns and sales, it can take longer before your order is shipped out and some delay can be expected.
Once the order is shipped, when you have received the tracking number, it usually takes 2-6 business days for you to receive your order.
Sign-Up orders are usually shipped 1-3 business days after the draw has been made and the winners have been notified by email.
Custom and VAT fees may apply when ordering from countries outside the European Union. The fees are charged by the Revenue & Customs of the country where the product is being shipped to. The cost of such additional fees will be imposed on you as a customer. SNS does not take responsibility for Custom and VAT fees since it is not a fee applied by SNS.
Unfortunately, we don’t.
We're sorry to hear of the issues that you are experiencing! If you have not, we kindly ask you to contact the shipping company with your tracking number as soon as possible to receive the quickest help. Oftentimes, they are able to sort out any issues with the delivery. If for some reason, any action or help would be needed from our side, they will let you know. In these cases, please contact us through the contact form below. You can then provide the detailed information we need so we can provide you with quicker help. By contacting UPS before reaching out to us, usually means that your errand may be resolved more quickly.
Thank you for your cooperation! We look forward to helping you if needed.
Based on common regional practices and to ensure certain levels of expediency in delivery, our shipping partners may leave the shipment at the delivery address even if no one is there to receive it and sign for it. The courier will only do this if they deem it safe to leave the parcel at the delivery address. Therefore, as a customer, it is your responsibility to be available at the delivery address at the time of the delivery. Once you receive the tracking information, you will be able to see the estimated delivery date for your delivery.
If you are unable to locate a delivered shipment at your address, we will, of course, do our best to help you. Before we can assist you, we kindly ask you to contact the courier as soon as possible so they may provide more extensive information about the delivery, as this in some cases may help you locate the parcel.
If you are unable to receive help from the shipping company, we then ask you to contact us through our contact form. Please make sure to include information about your communication with the shipping company as it will be necessary for us to properly help you.
Returns & Claims
You can return items within 30 days from the time your order is received.
Currently, returns for orders shipped from the EU are not yet available. We are actively working on improving this process and will be introducing a new return service shortly.
Thank you for your patience.
Sign up
Unfortunately, no. Orders move into processing quickly after winners are selected. Remember, many people participate, and only a lucky few will win.
We understand this might not be ideal, but it's important to remember that you agreed to this policy during the sign-up process. We strive for transparency, and it's clearly communicated beforehand.
Choosing to refuse delivery incurs a processing fee of up to 40 EUR and can delay your refund by up to 6 weeks. To avoid these costs and delays, we strongly recommend accepting your parcel and initiating a return through our return portal Returnado. This method is faster and less expensive.
Our 'Sign up' process is how we handle product releases when demand surpasses available stock, this product is known as limited released. To ensure fairness, we utilize a raffle for limited releases, which allocates a scarce number of products among a larger pool of interested individuals. In this procedure, participants must register or sign up for the limited-release product and enter a drawing for the opportunity to make a purchase upon the release, consequently when selected (online raffle) the chosen payment method will be charge accordingly.This approach helps to ensure fairness and transparency in distributing highly sought-after products with limited availability.
To enter a Sign-up, you must first enter a valid payment option in the app.
If you entered the online draw, we will check your payment method for funds when we draw the winner. You will then be charged after being selected as a winner (generally 1-3 business days after the draw).
If you entered for store pick-up, you will pay in-store. You do not have to use the same payment method as when you entered the draw.
As part of our winner selection process for online sign-up entries, our payment system verifies the ability to charge funds for the selected payment method. If the bank denies or refuses this transaction, the raffle entry will be invalidated.
Before selecting a winner, we must ensure that the sign-up entry's chosen payment method has sufficient funds and is eligible for the amount to be charged by their bank. Therefore, there will be an authorization check against the bank account/payment method. If this check is not fully successful, indicating potential issues related to the bank account or payment method, the sign-up entry will not be chosen as a winner.
Please note that there may still be authorization checks and notifications visible through the individual's bank account. However, if you have not received a winner email, it indicates that you have not been selected as a winner. Any authorization checks or reservations visible in your bank account will ultimately disappear or reverse, as we will not proceed with debiting any amount. We recommend contacting your bank or payment provider for further information in such instances.
In summary, winning notification occurs through order confirmation email. Additionally, you may monitor sign-up entries by checking the app profile under "Sign-ups." Raffle wins will be listed under the "Secured" tab as secured wins.
Why can’t I access the Sign up page?
Some product releases are restricted by brands to particular countries or cities and our Sign up pages are then restricted by IP address to match that.
I see an error after the payment details page - how come?
1. ) At SNS, we have several security steps in place to reduce the risks of fraudulent purchases. A reason you may receive an error message after entering your payment details would be if potential fraud flags are raised surrounding your purchase. While there may be many factors behind these flags, it can happen if your billing address does not match that of your payment method (for instance, credit card) or your shipping address. You may also be interested in contacting your bank to check whether it properly allows for the authorisation check to take place. This check is basically SNS verifying that we can bill your account/payment method in the future (if you win) but not actually charging you at the time.
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, please make sure you are not using autocomplete to enter your data.
The app keeps crashing for me, what should I do?
If you are experiencing issues with the app, please make sure that you have downloaded and are using the latest version. In certain unfortunate events, we might experience certain technical bugs that require updates. If you keep having these issues, please send us an e-mail via the contact form below and we will make sure to pass this information on to the app development team.
In the event of a declined payment, our system will not proceed with generating the order, as we make only one attempt for payment. If the payment does not go through, the system will move on to the next selected winner. It's important to note that due to security constraints, we are unable to initiate another payment transaction attempt.
If pairs have not been allocated or there were leftover stocks, we review our available options, which may include rerunning the raffle (re-draw) or exploring alternative distribution methods based on remaining stock. However, as a general rule, leftover pairs will most likely not be available for general purchase.
Products & Stock
With a fulfillment rate of 99%, rest assured that your order is in good hands. In the rare case that an item you've ordered is out of stock, our Customer Service team will promptly notify you via email, and a refund will be processed.
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 for 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.
Please note that products available in-store may differ from those online. Each store maintains its own inventory separate from the online inventory. Additionally, different warehouses are utilized, which means that the products displayed online may not necessarily be available at the SNS store, and vice versa.
Payments & Refunds
American Express  | All countries |
Apple Pay  | UK & US |
Bancontact  | Belgium |
Cartes Bancaire  | France |
Dankort  | Denmark |
Diners Club  | All countries |
Discover  | US, Canada |
iDEAL  | Netherlands |
JCB  | Japan |
Klarna Invoice  | Sweden, Finland, Germany |
| Klarna Part-Payment | Sweden, Finland, USA, Germany |
Maestro  | All countries |
PayPal  | All countries |
Sepa Direct Debit  | All SEPA countries |
Sofort | Germany |
Visa/MasterCard  | All countries |
Security
Our payments are handled by Adyen and Klarna, two of the world's leading companies at providing secure online payments.
App Payments
The card payments are limited to Visa, Mastercard, American Express, and some other local types of cards. The payment methods are limited because they serve not only as means to pay, but also allows us to verify you as a customer and to limit customers signing up multiple times.
The currencies you are charged in are based on the shipping address.
Denmark | Danish Krone |
European Union | Euro |
Japanese | Japanese Yen |
China | Chinese Yuan |
UK | British Pound |
Sweden | Swedish Kronas |
The rest of the world | United States Dollar |
Gift cards are available for purchase exclusively at our physical store and cannot be used for online purchases. Once a gift card expires, we can’t extend its validity.
We do not recommend using a billing address that is different from the shipping address for payment. This can lead to payment issues and may result in the transaction being declined.
We understand the importance of offering competitive prices to our customers. However, we do not currently offer price matching other retailers' prices with our products. Our pricing is designed to be fair and reflective of the value we provide. Our goal is to ensure fairness for all our customers.
Unfortunately, we do not offer price adjustments. To receive a discounted price on a product, it must be part of an ongoing sale, and the sale price only applies during the specified sale period. Once the purchase is made, the price cannot be adjusted, even if the item goes on sale at a later date.
Unfortunately, refunds can only be processed and issued back to the same payment method used when placing the order.
If you haven’t received your refund within the specified timeframe, please check with your bank or payment provider first. If your bank confirms that no refund has been issued, please reach out to our customer service team for further assistance.
Security & Fraud Alerts
Yes, Sneakersnstuff is aware of fraudulent activities where scammers are using our logo to deceive individuals with fake assignments in exchange for money. We want to assure you that these activities are not affiliated with Sneakersnstuff in any way.
We have reported these fraudulent actions to the appropriate authorities and are actively working to prevent further incidents. If you encounter any suspicious communications claiming to be from SNS, please refrain from engaging and report it to us directly.
Your safety and trust are important to us, and we are committed to protecting our community from such scams.
Scammers often use the Sneakersnstuff logo and may ask for money upfront in exchange for assignments or tasks. If the offer seems too good to be true or if you’re asked to provide payment, personal information, or other sensitive details, it's likely a scam. Always verify that the communication is from our official source before responding.
If you come across any suspicious activity, such as emails, messages, or websites claiming to be from Sneakersnstuff, please do not engage. Instead, report it to us directly at [email protected]. We will investigate the situation and take the necessary steps to protect our customers.
All official communications from Sneakersnstuff will come from our verified email addresses, typically ending in @sneakersnstuff.com. We will never ask for payment for assignments or any personal information that’s not necessary for completing a purchase or providing customer support. Always check the sender's email address, the tone of the message, and look for any unusual requests or offers that seem out of place.
No, Sneakersnstuff is not offering any paid assignments or tasks. Any messages or offers claiming to be from us regarding paid work are fraudulent. Please be cautious and do not engage with these scammers.