FAQs

SneakerClub only sells 100% new and authentic items. All of our merchandise is 100% authentic, guaranteed.

All SneakerClub merchandise is 100% authentic, guaranteed. We have passed the detailed inspection of each pair of shoes by senior sneaker experts, and have passed the platform verification.

We understand the importance of purchasing the correct size when ordering online which is why all products have detailed sizing information within their product descriptions.

 

Currently, we use European sizes. In order to facilitate customers from all over the world to understand the size, we also provide size conversion information. If you are not sure about the size conversion, you can check the size info yourself or ask the store online customer service for help.Footwear size conversions vary from brand to brand so please refer to the conversion charts provided.  All sizes listed in the drop down menu you select when choosing your size are in Europe sizes.

 

If you require any assistance with product sizing please contact our  online Customer Service and we will be more than happy to assist you.

We do our best to re-stock popular items however, due to the limited edition, handmade and made-to-order nature of some of the products we stock, this is not always possible. We do not currently have the facility to let you know if or when an item is due back in stock.

If you would like to ask about a product, size or colour that is not shown, contact our online customer services.

Yes, contact our Customer Services and we will try to provide you with all the information you require.

We always try to bring the best quality product to customers. However, there are many factors that affect negatively to the quality, especially shipping factor, that make our products be defective or damaged. Please check out our Return Policy.

We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly to [email protected] and we’ll take you through the process. More details can be found under our Refund Policy.

For missing or wrongly shipped items, please contact us at [email protected]  Please quote your transaction reference number (Order #) and provide us with a proof (image file size should be below 1MB). We will be more than happy to reship you the correct item with no extra cost and we will not ask for the item that was wrongly sent to you back! You may keep it as a gift from us.

You will receive an email confirmation containing the Order Number and details of your purchase.

Amending your order is allowed on or before 11:00pm (PDT, -7 GMT) on the same day from the order being placed. You may contact us via [email protected] to request for change.

We always recommend to our valued customers to check SPAM/FOLDER if you have not received an order confirmation. If you still do not see it there, please feel free to contact our customer support and we’ll send it again right away.

We offer safe shopping and only accept payment via Paypal. All products are set in US Dollar, our system will automatically exchange your currency to make it easy for you when placing order.

We will send you the tracking code of your orders to the email that you filled down when placing your orders. This email will also guide you how to track your package. Please note that the tracking information will be displayed 2-5 days after you receiving that email.

You should see tracking events within 48-72 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking event only shows up once the shipment was handed over to us.

All orders are processed and shipped within one business day. Orders placed over the weekend are dispatched on Mondays. Orders placed on a holiday will be processed on the first business day (the latest).

Yes. We take the utmost care with the information that you provide us when placing an order through our online store (or through any other means). The server that hosts our store encrypts the transmission of  personal customer information using the Internet-standard SSL (Secure Sockets Layer) protocol.

We aim to process returns within 2 working days of receiving them. As long as the returned items meet our refund criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer.

We aim to process returns within 2 working days of receiving them. Once your return has been processed, and provided we have the exchange items in stock, you should receive them within 3 working days. The overall expected time for an exchange can be up to 7 days upon receipt of the item.

We aim to process returns within 2 working days of receiving them. You will be notified by email once the return is complete.We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.

Should you have any queries about your return, please feel free to contact our online Customer Services

Your shipment may be delayed. Delivery time delays can be due to e.g. weather incidents, customs or backlogs. Please note that tracking information can be displayed after your order started being shipped.

 In case of providing us an incorrect shipping address, you should contact us immediately by sending an email to [email protected] and provide us your correct address. We will check whether we can change it for you.

If your order was shipped out, we are really sorry that we are not able to change it for you nor sending you another packet without any fee.

There are 2 common reasons that make your packet be returned: Your shipping address is incorrect/insufficient or you are absence at the time the packet was attempted to deliver.

In cases that your shipping address is not correct, we are not able to take any responsibility since we shipped it out to the address that you provided us and it is not the mistake from our end.

Otherwise, we are willing to send you a replacement. If the second packet can not reach you, we are sorry to tell you that we are not able to help you out with this.

If you contact us within a few hours after placing your order we will do our best to change your address. Unfortunately once your order is processed, we cannot change your address. Please email us at [email protected] with your order number if you believe your package won’t arrive to you.

You, the customer, are responsible for all taxes and duties (including VAT) imposed by your country of residence.NiceMary is not responsible for any packages held by international customs agencies and it is not the responsibility of NiceMary to make the customer aware of these agencies and their actions. Please check with your country’s customs office to determine their procedures and any potential charges.

Your package may arrive at your local post office or delivery center and be held until pickup and payment is taken care of.If you neglect to pick up your package and it is returned to us, we will not refund the charge for original shipping.As with domestic shipping, if a package can’t be delivered due to an error entering your shipping address, NiceMary is not responsible for any additional fees that may incur in order to reroute or reship the package.

If your package is returned to us due to an incorrect or incomplete address, you must pay all delivery cost to re-deliver your order to a corrected address. We are not responsible for the loss of your order if the address provided at checkout is incomplete or incorrect.

A parcel is considered lost after it has been in the postal system for a period of 21 business days for international orders. We cannot take responsibility for delays caused by the courier. Although orders normally take much less than that we are unable to dispatch a replacement until this period of time has elapsed. Please note all of our shipments are insured against damage, loss or theft (regardless of the courier or what type of delivery service has been selected).

All orders are shipped from our warehouse within 5 business days of the order being placed. Shipment will arrive in between 10-20 business days after the shipment date, depending on the availability of the carrier provider and location.  We do apologize that shipment delay may occur if the shipment requires Customs clearance or inspection, or transportation delay caused by carrier service.

We ship worldwide. All standard order are Free Shipping. We run discounts and promotions all year, so stay tuned for exclusive deals.

We are free shipping to all destinations worldwide.

Currently, we do ship worldwide. But in case your country may not be supported by our logistics, we will inform you right away and make necessary changes to your order. To know more about our destination listings, contact us via [email protected]

Google Chrome, Safari, Firefox, Internet Explorer

PayPal is the easiest way to make payments online. Once you have finished adding items to your shopping cart and are ready to complete your transaction, you may click on the “PayPal” button. You will be redirected to the PayPal website. Be sure to fill in correct details for fast & hassle-free payment processing.

To use a promotional code, please follow these steps:

Choose the item you want to order and then click “Checkout” green button

You will then be transferred to our Customer Information page on the next page, fill-in the corresponding information needed

You will see a “Discount” field on the upper right most part of the page 

You need to input the discount code and then click apply. You need to verify if the discount has been applied and is valid by seeing it applied on the breakdown listed below.

To ensure a safe payment procedure, our website uses credit card processor for a reliable and secure internet payment gateway, keeping all data encrypted with AES-256.

Any information that you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent, except as required by law.

You can contact us through our contact page or send Email to our customer support center：[email protected] We will be happy to assist you.

If you have any questions or concerns, please do not hesitate to contact us via

Email:[email protected]