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Frequently Asked Questions

Orders

Can I order without a Sneaker District account?

Yes you can! However an account brings the following benefits:

– A quicker checkout process.
– Clear overview of your orders.
– An easy way to view your order status and history.

I’ve forgotten my password, what should I do?

Don’t worry, it happens! Head to the login-page (via ‘Account’), click the ‘Forgot password’ link and enter your registered email address. You’ll receive a link to reset your password.  

Please note: It can take a little while before you receive this link. Still no email after ten minutes? Check your Spam/Junk-folder!.

Is it possible to cancel my order?

If you want to cancel your order, make sure you contact us within 30 minutes of placing your order. Please include your order number and the changes you would like to make.

Keep in mind that your order cannot be canceled once we’ve processed it.

*Please note: Orders can only be canceled during working hours between 9:00 and 17:00.

When will I receive the order confirmation email?

Thank you for shopping with us! It can take a few minutes before you receive your order confirmation. Also keep an eye on your Spam/Junk folder. 

Can’t find the email? No problem. Please contact our Customer Care team, we’re happy to help!

How can I check the status of my order?

We will keep you up-to-date by email! You will receive an order confirmation email and an email once we’ve packed and shipped your order.

You can track your package with the Track & Trace-link provided by PostNL, as soon as it’s on its way.

 

I entered a wrong shipping address. What should I do?

Please contact our Customer Care team by phone right away! It might be possible to stop your order. Unfortunately it’s not possible to stop the package if you’ve already received an order confirmation email. 

The package will be automatically returned to our warehouse if the carrier can’t deliver your order because of a wrong shipping address.

 

Shipping

Where does Sneaker District ship from?

All of our items are shipped from our warehouse in Lijnden, the Netherlands.

 

Do you ship to my country and what are the shipping costs?

We’re happy to say that we ship to almost all countries worldwide! During checkout there’s an overview of which countries we ship to, including shipping costs. 

Here’s a quick indication of shipping costs, please don’t hesitate to contact us for more information.

All orders within the Netherlands, Germany, Belgium and France are free of charge!

What carrier service will deliver my order?

Your order will be shipped by PostNL. Once your order arrives in the country of destination, a local carrier will take care of your order. You can track your order by using the Track & Trace-link you have received by email. Didn’t receive the Track & Trace-link? Please contact our Customer Care team.

Pay €7.50 and PostNL will deliver your order the same day (this only applies to Dutch orders placed before 12:00). Please keep in mind that delivery will be made between 18:00 and 22:00.

Amsterdam orders will be delivered by Emily Company. Orders placed before 14:00 will be delivered the same day. You will receive a text message with the estimated time of delivery.

My order is still being processed, what should I do?

All orders placed before 22:00 (GMT +1) Sunday to Friday will be processed and shipped the same day. You’ll receive an email after your order has been shipped, including a Track & Trace-link. 

Please contact our Customer Care team if you haven’t received any information the day after you’ve placed your order.

My order status shows ‘delivered’, but I didn’t receive anything. What should I do?

Sorry! Please contact our Customer Care team as soon as possible. We will happily assist you in solving the problem.

I have received a faulty item. What should I do?

Please send a photo of the fault to our Customer Care team and include your name, address and order number.

We’ll contact you as soon as possible!

 

Payment

What payment methods do you accept?

We want to make it as easy as possible for you to place an order! Sneaker District accepts the following payment methods:

– iDeal
– Visa
– Mastercard
– American Express
– Paypal
– Bancontact
– SOFORT Banking
– KBC/CBC Payment Button
– Belfius Pay Button

I’m not sure if you have received my order, what should I do?

You’ll receive an order confirmation email quickly after you complete your order. Still not sure? No problem, please contact us and include: 

– The email address used to place the order;
– Time and date of purchase;
– Order value;
– Payment method.

Are there exchange rates?

All of our transactions are calculated in Euros (€ EUR). If your credit card (or any other payment method) transactions are in a different currency, your order total will be based on the daily exchange rate of the transaction date.

Returns and refunds

How do I return my order?

Need to return an item? No problem! Please click this link for all the information on returning items.

Can I return items that are on sale?

Yes you can! Find all the terms and conditions on returning items here.

Do I need to pay for my return?

The return shipping costs will not be refunded, unless there’s an agreement with our Customer Care team.

Can I make an exchange?

It’s possible to exchange an item for a different size, please follow the steps on the back of your return form! 

We’re not able to exchange your order for a different product/model. If you would like to order a different product, please return your order and place a new order on our website/app.

How do I know if you have received my return?

Please keep the Track and Trace-code of your return. This will allow you to track your return at every stage.

We will process your return as quickly as possible, please keep in mind that this can take up to 5 working days. You will receive an email after your return has been processed!

When will I receive my refund?

We understand that you would like to receive your refund as soon as possible. It can take up to 5 business days to process your return. You’ll receive an email as soon as we made the refund! 

The refund may take additional processing time, depending on your payment method and bank. Refunds might not show up in your account until your credit card’s next monthly billing statement.
Estimated processing times:
– Bank account: 1-2 working days.
– PayPal: 1-2 working days.
– Credit card: 2-3 working days.-
– Bancontant: 1-2 working days.

Used a voucher? We’ll update the balance on your original voucher!

 

Promotions

Where can I find your promotions?

We like the way you think! You can find all details on our upcoming promotions by subscribing to our newsletter. Also, make sure to keep an eye on our social channels.

Facebook: Sneaker District.
Instagram: Sneakerdistrict.

 

How do I add a promo code to my order?

Add your desired product to your shopping cart and you will be able to enter the ‘discount code’. Please make sure you enter the code at ‘discount code’, not at ‘gift card code’.

My promo code isn’t working, what should I do?

Please double check the code. Still not working? Contact our Customer Care team!

Product

Are your products authentic?

We guarantee 100% authentic products directly from the brands. Feel free to contact us if you would like to have more information.

The price of my product changed during checkout. How is this possible?

If you change your country of destination, the price may change due to VAT rules and rates. Feel free to contact us if you have any concerns and we’ll be happy to help.

What size should I order?

Finding the right size isn’t always easy, so we try to have a size guide on as much product pages as possible. Please contact our Customer Care team if the size guide isn’t available or if you have any questions about sizing!

Do you restock your products?

We try to restock our most popular items, but due to high demand, we are not always able to. Please contact us if a specific item is out of stock and we will let you know if we will receive a restock.

Tip: Select your size if it’s out of stock and leave your phone number and/or email address on the website, or select to receive a notification via our app.

We’ll notify you if your size is back in stock!
But be quick, often there is a high demand for our products.

 

Contact

I have a question and would like to contact you, is this possible?

Of course! Our Customer Care team is available during working days between 9:00 and 17:00 (GMT +1).

You’re always welcome to shoot us a message/email, we’ll contact you the following working day.

– Give us a call: +31(0)20 737 27 87.
– Email us: info@sneakerdistrict.com.
Chat with us, if available

Where is Sneaker District located and what are your opening hours?

You’re always welcome to visit us! Our two stores are located in Amsterdam and Antwerp. 

Click this link for all the information on our stores.

 

Newsletter

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