Returns & Exchanges

At Urban Sneakers Shop, we curate every piece with an eye for quality and detail. We’re confident you’ll love your gear, but we also understand that sometimes a fit isn’t perfect or a style doesn’t match your vision. That’s why we’ve built a returns and exchange process that’s as straightforward and secure as our checkout—designed for the global urban enthusiast who values both style and simplicity.

Our Return & Exchange Policy

We accept returns and exchanges for most items within 15 days of the delivery date. To be eligible, the item must be in its original, saleable condition: unworn, unwashed, with all tags attached, and in the original packaging (including any shoe boxes, dust bags, or accessory cases).

Items That Cannot Be Returned or Exchanged

To maintain quality and safety for our global community, the following items are final sale and cannot be returned or exchanged:

• Specials: All items purchased from the “Specials” menu are final sale due to their limited nature and promotional pricing.
• Sneaker Protection & Cleaning Products: For hygiene and safety reasons, once opened or used, these items cannot be returned.
• Personalized or Custom Items: Any product that has been customized or personalized at your request.
• Items Damaged After Delivery: Products damaged due to wear or improper care after delivery.

Please handle all products with care upon arrival. Report any shipping damage within 48 hours of delivery.

The Return & Exchange Process: Simple & Secure

Follow these three steps to initiate a return or exchange. Our process mirrors the security and transparency of our shopping experience.

Step 1: Request a Return Authorization (RA)

Within 15 days of delivery, contact our support team at [email protected] with the subject line “Return/Exchange Request”. Please include the following information in your email. You can use the template below for clarity.

Step 2: Ship Your Items Back

Once we approve your request, we’ll email you a Return Authorization (RA) number and the return shipping address (located in the United States).

• Securely pack the item(s) in the original packaging, including the shoe box or product box.
• Place the RA number clearly on the outside of the package.
• Ship the package using a trackable and insured service (we recommend DHL, FedEx, or your local postal service with tracking).
• You are responsible for return shipping costs, unless the return is due to our error (e.g., wrong item shipped).

We cannot be responsible for items lost in transit without a tracking number. Please keep your proof of postage.

Step 3: Receive Your Refund or Exchange

Once we receive and inspect your return at our facility:

• For Refunds: We will process your refund to the original payment method used at checkout.
• For Exchanges: We will ship the requested replacement item to your original shipping address. If the desired item is out of stock, we will contact you to arrange an alternative or a refund.

Refund Timeline & Method

Your security is non-negotiable, and your refund will be processed with the same care.

• Timeline: Please allow 5-10 business days for the refund to be processed after we receive your return. The time it takes for the funds to appear in your account depends on your bank or payment provider (Visa, MasterCard, JCB, PayPal).
• Method: Refunds are issued to the original payment method only. For PayPal orders, the refund goes back to your PayPal account. For credit/debit card orders, it goes back to the card used.
• Shipping charges (both original and return) are non-refundable, unless the return is due to our error.

Exchanges for a Different Size or Color

Exchanges follow the same process as returns. In your initial request email, clearly state the new item (product, size, color) you wish to receive. We will ship the exchange item once the return is received and approved. Standard shipping fees apply for the new shipment.

International Returns (For Our Global Community)

As we serve urban style enthusiasts worldwide (excluding some remote areas), please note:

• Return shipping costs and any applicable customs duties or taxes for the return are the customer’s responsibility.
• Ensure you mark the package as “Returned Goods” to avoid additional import taxes. We cannot label the package as a “gift”.
• The refund will be issued in USD, the original transaction currency.