FAQ - Frequently Asked Questions and Answers
On this page you will find the most frequently asked questions about Sneakeez and our products.
Order
Complaint
Please submit a complaint by contacting us via the chat function (bottom right). Please provide as much information as possible (e.g., order number, description of the defect, and relevant photos) so that we can review your complaint quickly and easily.
I received an item that I did not order
Did you receive the wrong item instead of the one you ordered, or did you find something in your package that you didn't order? We're sorry!
Please contact us with your order number and a brief description of the incorrectly delivered item via the chat function (bottom right). We'll find a solution quickly and easily.
I received a damaged package
We are sorry if you received a damaged package.
Please first check that the items you ordered are undamaged. If the items are undamaged , you can of course keep them. If you want to return something, you can use the packaging of your choice – the important thing is that the goods are well protected.
Please note: Unfortunately, we cannot replace damaged shipping materials.
Is an item damaged or missing during shipping?
Please contact us via chat with your order number and, if possible, photos of the damaged or missing item. We'll arrange a replacement or refund immediately.
Can discount codes be combined?
No, our discounts cannot be combined with one another.
Why was my order canceled?
We apologize if your order has been canceled. Sometimes an item is already sold out but still shows as available in the store.
Especially with particularly popular items, it can happen that they're out of stock shortly before you complete your purchase. In rare cases, the system doesn't update this information quickly enough, so we unfortunately have to cancel the order afterwards.
If an item is out of stock, we're sorry! You can set up an availability notification on the product page. You'll automatically receive an email from us as soon as the item is back in stock.
Will the purchase amount be debited if I cancel?
Of course, you don't have to pay for canceled items. If the amount has already been reserved or debited, we'll refund it immediately using your chosen payment method.
Shipping & Delivery
Do you offer free shipping?
Yes, for orders over 30 €
What can I do if I ordered to the wrong address?
Cancel within 30 minutes using the link in your order confirmation or contact support immediately. Address changes are no longer possible after the order has been shipped.
I received a damaged package
Please photograph the package and its contents and send them along with your order number via our chat function (bottom right). We'll arrange a replacement or refund.
Which countries does Sneakeez ship to?
We currently ship exclusively within Germany. However, we plan to offer international shipping in the long term. Do you live outside of Germany and are interested in our shoe jewelry? Feel free to contact us via our chat function (bottom right) – we'll look into a customized solution.
Do delivery and returns cost anything?
Shipping for our charms is a flat rate of €3.99. Shipping is free for orders over €30.
Returns: Return postage is the responsibility of the customer unless we delivered an incorrect or defective item.
Where can I have my order delivered?
Any German delivery address (residential, business, parcel station, or post office). Please ensure correct spelling, as we automatically import addresses.
What shipping options are available?
Standard shipping via DHL (2–5 business days) €3.99; free for orders over €30. Express or international deliveries are planned but not currently available.
My package should have arrived already!
Feel free to contact us via the chat function
What happens if I am not there on the first delivery attempt?
Depending on the size of your order, we will send the products to your address either by post or via DHL.
If the products are shipped by mail, they will be placed in your mailbox. DHL usually delivers to your neighbor or to a branch/pack station.
One product is a pre-order
Pre-orders are rare, but can occur for limited-edition collabs. Your entire shipment will only be shipped when all items are available. You'll find the expected shipping date in the item description and again in the order confirmation.
Return & Refund
Complaint
Please submit a complaint by contacting us via the chat function (bottom right). Please provide as much information as possible (e.g., order number, description of the defect, and relevant photos) so that we can review your complaint quickly and easily.
How does the return process work?
1. Please contact us via the chat function (bottom right) with the following information:
- your order number
- which items you want to return
- your email address
- and the reason for the return
The more complete your information is, the faster and easier we can process your return.
2. After your message, we will send you the return label via email.
3. Carefully pack the items, attach the return label to the outside of the package, and drop it off at a DHL branch or Packstation. There, you will receive a receipt for your return shipment.
4. As soon as we receive your package, we will immediately refund the purchase amount using the payment method you selected.
How does the refund of my purchase amount work?
After checking the return, we will immediately refund the amount using the payment method you previously selected.
Please note: Depending on your payment provider, it may take up to 10 business days for the refund to appear in your account. We apologize for the inconvenience.
Can worn shoe jewelry or jewelry that no longer comes in its original packaging be returned?
Please understand that we generally do not accept returns of used or worn items. The original packaging must also be present.
After all, you want to receive a new, unused product that is in perfect condition.
Can I return multiple orders together?
In principle, this is not a problem.
However, we ask you to contact our support beforehand via the chat function (bottom right) and coordinate this.
If you simply return different orders together without prior consultation, this could, in the worst case, lead to complications with the allocation and processing. Thank you for your understanding!
How can I cancel my purchase?
You can find all information about the cancellation policy in our cancellation policy.
Do I have to pay shipping costs if I return a product?
A return from Germany costs 3.99 €.
Please simply attach the return label you receive from us via email to the outside of your package in a clearly visible location. This way, we can ensure that your return always goes to the correct address and can be processed quickly.
payment
When will my return be refunded?
Once we receive your return, we will inspect the items you sent back. Please allow us up to 14 days to confirm your return and process your refund.
Your purchase amount will be credited depending on the payment method:
- Credit card: The credit will be applied to the charged credit card account. You'll see the chargeback on your next statement. The original payment date may appear as the posting date.
- PayPal: The refund will be credited directly to your PayPal account. There, you can choose whether the amount will remain in your PayPal balance or be transferred to your bank account.
- Apple Pay / Google Pay / Shop Pay
The credit will be made via the respective payment service to the account originally debited.
Which payment methods do you accept?
We offer the following payment methods:
- Credit card (Visa/Master)
- PayPal
- Apple Pay
- Google Pay
product
How do I care for the product?
Simply clean with a soft cloth. Our shoe accessories are durable and easy to care for.
Is the shoe jewelry compatible with all shoes?
Yes, the charms fit all shoes with laces for teenagers and adults
How sustainable is your product?
We rely on short and direct supply chains in the production of our shoe jewelry. Our goal is to waste as few resources as possible and to foster a cooperative collaboration