COVID-19 (coronavirus) FAQs and information **Is it safe to shop from your site? **

The health and safety of colleagues and the wider community has always been our first priority. We have enhanced safety measures in place to safeguard teams, going above and beyond government guidelines to maximize protection.

What are you doing to ensure colleagues’ safety?

We have introduced a number of additional health-and-safety measures that go above and beyond the government guidelines. These include: 1m or above social distancing respected throughout site Temperature-control checks on entry, using advanced thermal screening technology Staggered breaks, staggered entry and exit to site and a one-way system implemented to site Increased cleaning and disinfecting of equipment PPE, including masks, gloves and sanitizer

What about the delivery of my purchase?

Sneakers-stockx For your safety, we’re providing contactless delivery during this time. Our driver will ring or knock on your door, place your order on the ground and step back one or more metres. Instead of asking for a signature, we’ll make a note of your full name to ensure your order has been left in safe hands.

Please note that Sneakers-stockx will not be held responsible for any loss or damage that may occur once your order has been delivered in this way. In line with government guidelines, all our drivers will be wearing face masks and gloves and are regularly washing their hands and carrying hand sanitiser. We’re also continuing to monitor their health and well-being so they can continue completing deliveries to the highest possible standard. Our fleet of vans are disinfected daily and deep cleaned once a week to maintain utmost cleanliness.

We are working with our shipping partner, DHL to ensure all appropriate health and hygiene standards are adhered to. They are currently operating a contactless delivery system. Where a signature would usually be required or this has been requested by you, they will endeavour to take the recipient’s name as proof of delivery and follow socially distanced protocol. When a signature is waived by you or not possible, they will leave your parcel where you specified.

Please note that Sneakers-stockx or our shipping partners will not be held responsible for any loss or damage that may occur once your order has been delivered as set out above.

Why is my return taking longer to process?

Your return may take slightly longer to process as we have enhanced health and safety measures in place to protect our teams and customers. We are ensuring a minimum of 72 hours to process returned packages.

Do I need an account to place an order?

You don’t need to create an account to shop. However, if you register with us, you will enjoy the following benefits: Track your order and view previous purchases Request an exchange or return directly from your account Add works you like or miss to your wishlist Save your address and card details so you can shop faster in the future

What packaging options can I choose?

Signature packaging Your order will be placed in one of our signature black boxes and lavishly tied with a ribbon. All of our signature boxes are FSC certified and fully recyclable. basic packaging For a more discreet option, you can wrap your purchases in tissue paper and pack them in FSC certified recyclable brown cardboard boxes. shoe If you only order the shoes, the shipment will be in the original designer shoe box and protected by a brown box according to the basic packaging. To receive your shoes in a Sneakers-stockx signature box, select a gift box under our packaging options. beauty Your beauty products will be shipped in airtight compostable bags made from bio-based materials. Sales All sale purchases will be sent in paperback.

How do I exchange or return an item?

You have 28 days from the date you receive your order to exchange or return it. Create your return here or, if you are a registered user, log in to your Sneakers-stockx account.

Can I change or cancel items in my order?

Depending on the status of your order, an item may be cancelled or changed to a different size. Please note that we cannot combine or add items to existing orders. If you need to make changes to your purchase, please call our customer service team as soon as possible and we’ll see what we can do.

What should I do if I think there is a problem with an item I purchased on your website?

Just send an email to [email protected] and we’ll take care of it. When you contact us, please provide your order number and a photo of your item. Please note that items damaged by normal wear and tear, accident or your own misuse will not be considered defective. Your statutory rights remain unaffected.