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Frequently Asked Questions

Order process

Do I need to have an account to place an order?

You’re welcome to checkout as a guest, but there are some perks if you have an account with us. You’ll have a quicker checkout process, an easy way to view your order status and order history.

I forgot my password. What should i do?

All you need to do is click “Lost Password?” on the login page and you will be redirected to a page where you can create a new password.

How do I cancel or edit my order?

To edit your order, please contact us as soon as possible. To keep things running smoothly, make sure to include your order number and the change(s) you want to make. We'll confirm once your order has been updated.

Please keep in mind that orders that once your order already been packed or shipped cannot be edited or cancelled.

I placed an order but didn’t receive any confirmation yet. When will I receive this?

There's a chance you might not have received your order confirmation if you entered your email address incorrectly. It also might be in your junk mail. If not, let us know and we will check everything for you.

What’s the status of my order?

We will keep you up-to-date by e-mail. As soon as your order got placed, you will receive an e-mail confirmation. As soon as your order got packed and shipped, you will receive an e-mail. PostNL will send you a tracking link to follow up your package along it’s way to you.

Shipping

Where are your items shipped from?

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

What countries do you ship to?

You can check which countries we ship to in our check-out. Over here you can find all the countries we ship to in alphabetical order.

What are your shipping costs?

All orders within The Netherlands, Germany, Belgium and France are free of charge. We will cover the shipping costs.

We have a small indication available on our website, otherwise you are more than welcome to e-mail us, we can check the exact shipping costs for you.

How will my order be shipped?

Your order will be shipped by PostNL. As soon as it arrives in the destination country a local post service will take care of your order. You can track your order by using the tracking link you received by e-mail. When you didn’t receive the tracking link, please contact us by e-mail, so we can still send it to you.

Same day delivery PostNL (this is only possible for orders in the Netherlands), ordered before 12:00 (GMT). For €7,50 extra of charge you will receive your order the same evening. Please keep in mind that the delivery of your order will be between 18:00 and 22:00.

All orders in Amsterdam will be shipped with Emily Company. All Amsterdam orders placed before 14:00/15:00 will be shipped and delivered the same day. You will receive a SMS with a indication of the delivery.

My order is still in process, what should I do?

All orders placed before 22:00 (GMT) Monday to Friday will be processed and shipped the same day. Otherwise, they will be processed and shipped on Sunday. We will send your tracking information as soon as possible. You will receive an e-mail from PostNL with the tracking link, you will receive this after we have shipped it an PostNL received it. When you didn’t receive any information the next day, contact us so we can check your order.

My order status is “delivered” but I didn’t receive anything, what should I do?

Please contact us as soon as possible. We are able to contact the post service to enquiry and start an investigation to make sure this problem will be solved as soon as possible

I just received my order and some items are incorrect/ defective. What should I do?

Please contact us as soon as possible. When your order is incorrect let us know by e-mail or telephone (contact). We will take care in the incorrect shipping by sending you an e-mail with all the steps you need to follow. Received an item with a defective? If it’s possible, send us an e-mail with a picture of the defective. We will reply as soon as possible to fit all your needs.

Payment

How can I pay for my order?
All the available options to pay for your order at Sneaker District are:
  • - iDeal
  • - Visa
  • - Mastercard
  • - American Express
  • - Paypal
  • - Bancontact
I’m not sure if my order went through, what should I do?

Please contact us and include: the email address used to place the order, order date and time, order value, and payment method. We'll be able to check the issue once we have this information.

Are there exchange rates?

All of our transactions are calculated in EUR. If your credit card (or 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 an item?

All you need to know for returning your order is available by clicking on this link.

Can I return items that are on sale?

This should not cause any problems, items on sale can be returned and we will offer a full refund.

Do I need to pay for the return costs?

Unfortunately, we currently don’t cover return shipping costs.

Can I exchange my order for a different size?

This is possible, you can use your return form on the back of your invoice. Follow the steps and make sure you let us know which size you need. Please be aware that we are not able to exchange your order for a different model shoes. If you would like to receive a different model? Please return your order and place a new order.

How do I know if you received my return?

We strongly recommend that you use a registered and traceable service when returning your item(s). This way you’ll know that it’s been delivered to us safe and sound. We process all returns as quickly as we can, but please be patient with us as sometimes it can take up to a maximum of 5 business days. We will contact you by e-mail as soon as your return has been processed.

When will I receive my refund?

We definitely understand that you want to get your refund ASAP. As soon as we made the refund you will receive an e-mail, but the refund may take additional processing time depending on your payment method and bank. Sometimes, refunds might not show up in your account until your credit card’s next monthly billing statement.

These are estimated processing times:
Bank account 1-2 working days PayPal: 1-2 working days Creditcard: 2-3 working days

Promotions

How can I found out about your promotions?

You can find all details on our upcoming promotions by subscribing to our newsletter (link naar inschrijven nieuwsletter). You can also find the details on our social channels.

Facebook: Sneaker District Instagram: Sneakerdistrict
How do I add a promo code to my order?

As soon as you added a product to your shopping cart you are able to add an “discount code”. Please make sure you fill in the code at “discount code” instead of “giftcard code” this is exclusively for a Sneaker District giftcard.

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

When you checked the code and you filled it in right, please contact our customer service. We will try to help you as soon as possible to solve this problem.

Product

Are your products authentic?

We can guarantee you that all of our products are 100% authentic and come directly from the brand itself. Feel free to contact us if you have any concerns and we will help you.

The price of my product changed during checkout. Why is that?

If you changed your delivery country, 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.

Do you restock any of your products?

Due to high demand, we try to restock our most popular items, but we are not always able to. If there is a specific item you want that is sold out at the moment, please contact us and we will let you you if we will receive a restock.

Contact

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

Our customer service is available during business hours (between 9:00 and 17:00 GMT).

How can I contact you?
You can call us, our phone number is: +31(0)20 737 27 87 You can e-mail us by using: info@sneakerdistrict.com There is also a facebook page where you can chat with us: Sneaker District
Where are the stores located and can I see the opening hours?

This information is also available on our website.

Newsletter

We keep you posted about new arrivals, upcoming promotions and sneaker related news. Sign-up now!

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