REFUND POLICY
At Sneakers Dot London, we aim to make the refund process clear, straightforward, and transparent. Eligible returned footwear may qualify for a refund once the return has been received and reviewed in accordance with our Return Policy and applicable UK consumer law.
1. Refund Eligibility
A refund may be available when:
- The return request was submitted within the applicable 30-day return window.
- The footwear is unused and unworn for a standard change-of-mind return.
- The returned item meets the applicable return conditions.
- The order can be verified using the order number or other valid proof of purchase.
Our refund policy does not affect statutory remedies available for faulty, defective, incorrect, or misdescribed goods.
2. No Restocking Fees
Sneakers Dot London does not charge restocking fees on eligible returns.
3. How to Request a Refund
Before returning your order, please contact us:
Email: info@sneakersdotlondon.shop
Phone: +44 7490 301617
Please provide:
- Your order number
- Your full name
- The item being returned
- The reason for the return, where applicable
We will provide the relevant return instructions and return address.
4. Return Shipping Costs
For a standard change-of-mind return, return shipping costs are the customer's responsibility where permitted by applicable law.
If the product is faulty, defective, incorrect, damaged, or not as described, the return will be handled in accordance with applicable consumer protection requirements.
We recommend using a tracked service when returning an order.
5. Refund Processing Time
Once we receive your returned item and complete any necessary inspection, an eligible refund will normally be processed within 2 business days.
After the refund has been processed, the time required for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.
6. Original Payment Method
Approved refunds will normally be sent to the original payment method used to place the order.
We do not normally transfer refunds to a different payment method unless this is required or permitted under applicable circumstances.
7. Delivery Charges
Where a refund is required under applicable UK consumer cancellation rights, the refund will include the applicable standard delivery charge as required by law.
If you selected a more expensive delivery option than the least expensive standard delivery option available, any additional delivery upgrade cost may not be refundable where permitted by law.
8. Refunds for Faulty or Incorrect Products
If you receive footwear that is faulty, defective, damaged, incorrect, or not as described, please contact us as soon as possible.
Please provide your order number and photographs or other relevant information where appropriate.
Depending on the circumstances and applicable law, we may provide a repair, replacement, price reduction, refund, or another appropriate remedy.
9. Refunds for Used or Worn Items
We do not accept standard returns of used or worn footwear.
A change-of-mind refund will generally not be available where footwear has been worn or used beyond what is reasonably necessary to inspect or try the product.
This does not remove or restrict statutory rights relating to faulty, defective, incorrect, or misdescribed goods.
10. Exchanges
Where available, customers may request an exchange instead of a refund.
Exchange requests are subject to product availability. If the requested item or size is unavailable, we may process an eligible refund instead.
11. Refund Not Received
If we have confirmed that your refund has been processed but you cannot see the funds in your account, please:
- Check the original payment account.
- Contact your bank or payment provider.
- Contact Sneakers Dot London if the refund remains unavailable.
We will assist you in checking the status of the refund.
12. Statutory Consumer Rights
Nothing in this Refund Policy is intended to exclude, restrict, or replace any statutory consumer rights.
Where applicable UK law gives you a right to a refund or another legal remedy, that right remains unaffected by this policy.
13. Business Hours
Our customer service team is available:
Monday–Friday: 9:00 AM–6:00 PM
Saturday–Sunday: 10:00 AM–4:00 PM
All times are based on UK local time.
Our standard order cut-off time is 2:00 PM UK time. Requests received after the cut-off may be handled from the next applicable business period.
14. Contact Information
For questions regarding refunds, returns, exchanges, faulty footwear, or cancelled orders, please contact:
Sneakers Dot London
Address: 182 High St N, London E6 2JA, United Kingdom
Phone: +44 7490 301617
Email: info@sneakersdotlondon.shop
Sneakers Dot London — Transparent refunds and customer-focused service.