How can we help you?

Check your spam and promotions folders first, and make sure you entered the correct email address. Still can't find it? Email us with your name and your order number, if you have one. We'll check the order and help you from there.

The available payment methods appear at checkout and may vary by country, currency and order. Choose the option that suits you there. Pay-later options are also subject to the payment provider's terms and approval. If a payment fails, check its status before placing another order.

Contact us as soon as possible with your order number. We cannot guarantee changes to the size, item or address once processing has started. You can still exercise an applicable right of withdrawal before delivery. If the parcel has already shipped, the return procedure applies. We do not charge a cancellation fee for exercising your statutory right of withdrawal.

Enter your code at checkout before completing your order. Check its conditions, expiry date and the total shown. Whether discounts can be combined depends on the offer. We do not add codes retrospectively or combine separate orders to qualify for a discount or free shipping.

Estimated standard delivery is 2–14 working days, including processing and transport. A clearly agreed product-specific timeframe takes priority. A label such as 'dispatch within 24 hours' refers to handing the parcel to the carrier, not delivery within 24 hours. Working days are Monday to Friday, excluding relevant public holidays.

After dispatch, you receive a shipping confirmation with the available tracking details. We use GLS, sometimes with local delivery partners. Open the tracking link in your shipping email or enter your parcel number on the GLS website. A label being created does not mean GLS has received the parcel yet.

Shipping costs depend on your destination and are shown before payment. Standard delivery within the EU is free on orders with €180 or more in goods after discounts, or the equivalent shown in your currency. Shipping charges do not count towards that threshold. The offer excludes express services and destinations outside the EU.

We deliver to all 27 EU member states and to the non-EU destinations available at checkout. Outside the EU, import duties, import taxes or customs clearance fees may apply. Before ordering, check which charges are included at checkout and read the shipping policy for your destination.

Check the tracking and the agreed delivery timeframe. If that timeframe has passed, or tracking says delivered but you have not received anything, contact us with your order number. We'll investigate with the carrier and explain the next steps. If there is visible damage, keep the packaging and take photos where possible.

For a distance purchase as a consumer, you can notify us of your withdrawal within 14 calendar days after receipt, without giving a reason. You then have another 14 calendar days to send the item back. For items ordered together but delivered separately, the period starts with the last item. Our return policy explains statutory exceptions and rights relating to faulty goods.

Email a clear withdrawal notice to info@sneakermood.eu with enough information to identify your order and the items. You can use the model form in our return policy, but it is optional. You do not need a reason, account or prior approval to exercise your statutory right. Do not wait for a reply before sending your notice on time.

The return address is: SM Company Distribution Kft., Kőris utca 2. I. em. 2. ajtó, 1089 Budapest, Hungary. Pack the items carefully and include your order number to help us process them. This is not a shop or a public collection point; in-person drop-off is only possible by express prior arrangement.

For a change-of-mind return, you pay the direct return shipping costs. From within the EU, you can request an optional return label for €14.95 per parcel, including applicable VAT. When used, we deduct this from your refund with your consent. You may choose your own carrier instead. Outside the EU, you arrange the return yourself. We cover necessary return costs for a fault or error for which we are responsible.

We refund without undue delay and no later than 14 days after your withdrawal notice. Unless we have offered collection, we may wait until we receive the goods or sufficient proof of return, whichever comes first. Refunds go to the original payment method; your bank or payment provider may need additional processing time. For a full withdrawal, we also refund the paid cost of our cheapest standard delivery.

Contact us if you need help with sizing. The standard process is to return your item under our return policy and place a new order for the size you want. A direct size exchange is not guaranteed. Availability and price apply at the time of the new order. Rights to a replacement for faulty goods are separate.

Yes. You may inspect and try on an item as you reasonably would in a shop. Try sneakers on a clean indoor floor, and return all accessories and product packaging. Use protective outer packaging. Handling beyond what is necessary may result in a justified deduction for diminished value. Opening ordinary packaging or removing an ordinary label does not, by itself, end your statutory right.

Email us your order number and a description of the problem. Clear photos of the item and packaging help us assess it. We'll work with you on the appropriate solution and cover necessary return costs where we are responsible for the error or fault. An unboxing video or a report within 24 hours is not a condition of your statutory rights.

We sell authentic sneakers and streetwear. Items sourced through our supplier network are checked for authenticity, condition and completeness after they reach us and before dispatch. The product page contains information about the particular model. If you have a question about your item, get in touch.

Use the size guide and the sizing advice on the product page. Fit can vary by brand, model and item, so general advice does not automatically apply to every product. If you're unsure, send us the product name and your usual size so we can help with your specific choice.

Available sizes are shown on the product page. If your size cannot be ordered, contact us with the product name and the size you need. We can check options through our network, but cannot promise availability, price or delivery time until these are confirmed.

Select the account icon at the top of the website and follow the sign-in steps. Use the email address you ordered with. Once signed in, you can view orders linked to that address. If an order or sign-in email is missing, check your spam folder or contact us.

You can edit the available profile and address details in your account. Updating your profile does not automatically change an existing order. If an active order contains a mistake, contact us immediately with the order number and correction. An address change may no longer be possible after dispatch.

Email info@sneakermood.eu, use the form below or send a WhatsApp message to +31 6 11612622. For an order-related question, include your order number. SneakerMood is operated by SM Company Distribution Kft. Our company and return details are also available in our contact information and return policy.

Email your proposal to info@sneakermood.eu with a brief introduction, your business or channel details and the type of partnership. This helps our team pass it to the right person. For product offers, include relevant product information and verifiable provenance.