Returns & Exchanges

Return & Exchange Eligibility

Returns or exchanges will be accepted under the following conditions: 

• The item received does not match what is shown in the listing. 
• The size you received does not match the size you ordered. 
• Your item has major undisclosed defects or damage that were not readily apparent from the product images or description when you purchased it. 
• The shoe pair was never worn after its original receipt and remains in the same condition as originally received.

Because we are a thrift/preloved sneaker retailer, minor wear and tear signs (such as light creasing, outsole scuffing, etc.) are acceptable and do not qualify your pair for return/exchange purposes. We make these distinctions between defects and normal wear and tear very clear in our product images and descriptions.

Conditions Where Returns Are Not Accepted

To promote accountability and ensure fairness, we do not allow returns for the following reasons:

• The buyer received the wrong size from their order
• The buyer changed their mind after receiving their order
• The item has been worn/used outside, washed, modified, etc, before it is returned.
• All items sent to the buyer, including photos and descriptions, match the condition of the returned item
• The buyer returns the item because they do not like the way it looks, the way it fits, or the comfort of the item
• Minor wear that can occur due to being tried on or worn a few times, such as creases, scuffs, discolored outsoles, etc.
• Clearance, final sale, or reduced-price items are considered final sales and can not be returned.

We highly suggest checking all sizes, photos, and ratings of an item prior to ordering it.

How to Report a Return/Exchange Request

If you think your item is eligible for either a return or an exchange, contact us within 24 hours of delivery with:

• Order number
• Photos or videos of the item as it was received
• A detailed written explanation of the problem

Requests received more than 24 hours from receipt of the item will not be honoured for return or exchange.

Inspection and Approval Request

After we receive your request, we will:

• Evaluate your case and the provided supporting images
• Compare the product’s condition to what is stated in our listings
• Decide if the request meets our policies and approve or deny accordingly.

Once approved, the customer must return the item to our address within 7 business days, unused and in the same condition as received. Upon receipt of the item, our quality control department will perform an inspection. If the inspection fails because the item has been used/tampered with, then the request will be denied and the item will be shipped back to the customer at their expense.

Refund and Exchange Management

Depending on the individual situation, we have the following options available for refunds and exchanges:

• Exchange: If we have the requested size or pair of shoes in stock, we will arrange for an exchange to be processed immediately. If we do not have the requested size, we will provide the customer with a store credit or refund (if eligible) based on their choice.
• Store Credit: A customer who has received a refund or exchange will receive a store credit in the amount of their purchase (i.e., the amount that was paid), which can be used within 90 days from the date it was issued.
• Refunds: They are only considered in extreme circumstances. If we sent the customer the wrong item, the item was defective, and the defect was not previously disclosed to the customer, or if the item was not accurately represented in the listing, we will issue a refund to the customer.

All approved refunds will be processed within 7 to 10 working days following the inspection approval notice and all customers should know that shipping and handling costs will not be refunded and that the customer will be required to cover the shipping costs for returning the items to Sneakershoes.pk unless a mistake was made by Sneakershoes.pk.

Delivery Issues

If your package arrives damaged, has been tampered with, or has been unsealed when you received it, then it is the customer’s responsibility to report the damage or tampering to the courier and to Sneakershoes.pk immediately at the time of delivery. Any failure to do so will impact eligibility for refunds and exchanges.

Contact Support

Please visit our website support page, email us, or get in touch with us on our social media pages for help with returns or exchanges. We want you to be satisfied and will resolve your concerns to the best of our abilities.