Returns

Returns and complaints

You have 14 days to return a pair without giving a reason. Who pays for return shipping depends on why: if the pair doesn't fit or you simply change your mind, return shipping is on you. If something went wrong on our side, sending it back is free.

01

Two types of return

Before you send a pair back, check which case applies. It decides who pays for return shipping.

  • 14-day return

    Doesn't fit or changed your mind

    Too small, too big or just not right. You can return the pair without giving a reason within 14 days of receiving the parcel.

    • InPost Quick Return: a code to drop the parcel at a Paczkomat locker, no label printing. It costs PLN 25, deducted from the refund. Available for orders delivered in Poland.
    • Or on your own: with any carrier, at your own cost.
    • From abroad: send the pair back on your own or write to us for a label for EUR 20.
  • Complaint

    Something went wrong on our side

    A defect that wasn't in the description, a different pair than ordered, damage in transit or a pair that is not authentic.

    • Sending it back is free: we cover the shipping costs.
    • Start with a message and photos: email hello@sneakly.studio with your order number. We will confirm the issue and tell you how to send the pair back at no cost.
    • We are liable for one year from delivery for pre-owned pairs and for 2 years for new pairs.

Not sure which case it is? Write to us before sending the pair back. We will assess it from your description and photos.

02

How to report a return

InPost Quick Returns

Send it back with a code, no printer

We work with InPost. Once you report a return in your account, you can drop it at any Paczkomat locker in Poland with just a code: no label to print and no address to write. You get the code straight away on the order page and by email.

Log in and report a return

Log in with the email address from your order. No password needed: you will get a one-time code.

  1. Log in to your account

    Log in with the email address from your order and enter the one-time code sent to it. You don't need to create an account or set a password.

  2. Request a return on the order

    Open the order, choose to return it, select the pair and the reason. Do it within 14 days of receiving the parcel. After you submit, you will get a confirmation email.

  3. Choose InPost Quick Return

    A few seconds later the order page asks how you want to send the return. Select InPost Quick Return and save your choice. Prefer another carrier? Choose to send it at your own cost and we will email you the return address. These options are currently shown in Polish.

  4. Drop it at a Paczkomat locker

    You will see the return code on the order page and get it by email. It is valid for 14 days. Pack the pair, ideally in the box it came in, and write the code on the parcel. At the Paczkomat choose "Nadaję" (Send) and enter the code.

  5. Get your money back

    Once the pair is back with us and checked, we refund you using the same payment method as your purchase, no later than 14 days after your report. We may hold the refund until we receive the shoes or proof that you sent them.

A complaint, an order from abroad or you'd rather not log in? Email hello@sneakly.studio or call +48 733 000 975 (Mon-Fri 10:00-18:00 CET) with your order number.

03

What we refund

Price of the pair In full, if the pair comes back in the condition from the listing (see below).
Delivery to you Up to the cheapest delivery option we offer. With free delivery there is nothing to refund.
Return shipping: change of mind Paid by you: PLN 25 for InPost Quick Return, EUR 20 for our label from abroad, or the cost of your own shipment.
Return shipping: our fault Covered by us.
04

Condition of the returned pair

You can inspect and try on the shoes as you would in a shop. Try them on at home, on a clean floor, and don't wear them outside.

If the pair comes back with signs of wear that weren't in the listing, we may reduce the refund by the loss of value. With pre-owned pairs even small new marks can lower their value a lot.

Full terms, including the model withdrawal form: returns and complaints policy.

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