CUSTOMER SERVICE
CONTACT US
Looking to use our 'Select and Secure' Service?
Simply enter your details, including the name of the sneakers you are looking to secure and a member of the team will be in contact shortly!
You can also email us at:
selectandsecure@thesneakerguy.com
For customer service queries please submit your details below or email us at:
FAQ
01
I’ve found the sneakers I want but can’t select my size
If we don't currently stock the specific size or sneaker you are after, simply use our select and secure service. We will source this in a timely manner and keep in touch throughout this process.
03
Has my order been sent yet ?
Next day or priority delivery orders are normally dispatched within 24 hours or the next working day
Standard delivery orders are normally dispatched between 2-3days. Once dispatched you will be alerted via email and provided with a tracking number.
05
Which methods of payments can I use?
All major cards are accepted.
02
Can you give me more information about the sneakers?
Yes, we can. All sneakers/apparel offered at The Sneaker Guy is authentic. We pride ourselves on reputation, As The Sneaker Guy, we are your source of truth on all sneaker drops and information. Pease submit your questions above or email info@thesneakerguy.com
04
Can I track my order?
Yes, once your order has been dispatched you will receive the tracking code directly to your inbox.
06
I forgot to use my discount code
All discount codes must be applied at the time of purchase. Discount codes can not be applied after purchase.
07
Can I return my items if I change my mind?
Yes, we accept returns. Please see our returns policy below.
We will only accept Products returned as follows:
-
are returned to us within 14 days of purchase via our website for a full refund;
-
contain all unworn items included (i.e. all undamaged packaging) with the original Product and the original tags attached
We endeavor to process refunds as soon as the product is received by us, however, refunds may take 10 - 14 days to appear in your account.
Please contact us by email (returns@thesneakerguy.co.uk) within 24 hours of receiving your order and we will issue you with the returns address. We recommend that the products are returned via registered and insured post. You will be responsible for the cost of returning the products to us. Please note that we are unable to refund any shipping costs.
A refund will be subject to our appraisal of the Product and if the Product is returned in the same condition as sold. In order to prevent abuse, we reserve the right to limit the number of exchanges from a specific Customer.