Returns & Cancellations

Exchange

At this time, we do not offer a direct exchange service. Because we operate as a platform with changing stock and variable prices per size, an exchange is technically not possible within our system.

How does it work instead?

1. Register your return via our return portal
2. Order the desired size or item again immediately (to prevent it from selling out)
3. As soon as we have received and approved your return, you will receive your refund within 14 days

Unsure about your size? Check our size chart or contact us at help@sneakerask.nl, we are happy to help you make the right choice before you order.

Essentials & sets

It is not possible to exchange individual items in a set. You must return the entire set and order the desired individual items separately.

Return

You can return your order within 14 days after receipt. This is your legal right. Always register your return first via our return portal; after registration, you will receive a confirmation and instructions by email.

Register return

Return address:

Manual return

If you cannot use the return portal, you can also return manually. Download and print the return form, fill in your order number and details, and include it in your package. Keep your shipping receipt until your refund is processed. This is your proof of shipment and necessary in case of disputes.

Download return form

Return conditions

To process your return quickly and correctly, it must meet the following conditions:

 

Return costs

Return shipping costs are the responsibility of the customer, unless the product is defective or we made a mistake.

 

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Refund

You will receive an email confirmation as soon as your refund has been processed.

 

 

Cancel

Refuse package upon delivery: If you refuse a package without prior return notification, we are forced to charge the actual costs for the return shipment to our warehouse. These costs vary by country and correspond to the return shipping costs in the table above. Avoid these costs by always registering your return in advance.

Legal rights & forms

Statutory right of withdrawal (Dutch)

If for any reason you are not satisfied with a product you ordered through our webshop, you can exercise your statutory right of withdrawal.

You can exercise your right of withdrawal by informing us that you want to return the product within 14 (fourteen) calendar days (i) after the product has been delivered to you or to a third party designated by you (other than the carrier), or (ii) if you have ordered multiple products in one order that are delivered separately, after the last product has been delivered ("Withdrawal Period"). It is not necessary to give us a reason for exercising your statutory right of withdrawal.

You can inform us that you want to exercise your right of withdrawal by sending us an unambiguous statement before the end of the Withdrawal Period. You can also use the model withdrawal form below.

Do not send the products to the address on the form without first registering a return. When you contact SneakerAsk via the withdrawal form or return portal, you will receive further instructions.

If you notify us after the Withdrawal Period that you want to return your product, the statutory right of withdrawal no longer applies and the standard return conditions apply.

If you exercise your statutory right of withdrawal, you are obliged to return the products without undue delay and no later than 14 (fourteen) calendar days to be returned to us from the day you notify us that you are exercising your right of withdrawal.

The products returned to us under your statutory right of withdrawal must be the items you purchased from us as stated in your order confirmation. Make sure the products you return are complete (e.g., both items of a pair must be returned) and have not been used in any way other than what is reasonably necessary to decide whether you want to keep the products (this means you may try on clothing or shoes, but you may not wear or wash them). If you do not comply with the above and the value of the product is reduced as a result, we may hold you liable for that reduced value.

Refund

If you inform us that you want to return a product, we will refund all received payments, including delivery costs (except for any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us), without undue delay and in any case no later than 14 (fourteen) days from the day we are informed of your decision to exercise your right of withdrawal, refund to you.

However, we may withhold the refund in whole or in part until we have received the products back or until you have provided sufficient evidence that you have returned all products.

Refunds are processed via the original payment method.

 

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Statutory Right of Withdrawal (English)

If for any reason you are not satisfied with a product you ordered via our webshop, you may exercise your statutory right of withdrawal.

You can exercise your right of withdrawal by informing us that you want to return the product within 14 (fourteen) calendar days (i) after the product is delivered to you or to a third party indicated by you (other than the carrier) or, (ii) if you have ordered multiple goods in one order which are delivered separately, after the last product is delivered ("Withdrawal Period"). It is not necessary to give us any reason for exercising your statutory right of withdrawal.

You can inform us that you want to exercise your right of withdrawal by sending us an unequivocal statement to that effect before the end of the Withdrawal Period. Alternatively, you may also use the model withdrawal form below.

Please note: Do not send the products to the address mentioned in the form without first registering your return. When you contact SneakerAsk with the withdrawal form or return portal, you will receive further instructions.

If you notify us after the Withdrawal Period has expired that you want to return your product, the statutory right of withdrawal no longer applies and standard return conditions will apply.

If you use your statutory right of withdrawal, you are obliged to return the products to us without undue delay and no later than 14 (fourteen) calendar days from the day you notify us that you are exercising your right of withdrawal.

The products returned to us under your statutory right of withdrawal must be the items you purchased from us as identified in your order confirmation. Please ensure that the products you return are complete (e.g., both items of a pair must be returned) and have not been used in any way other than what is reasonably necessary to decide if you want to keep the products (meaning you are allowed to try on garments or shoes for fit, but you cannot wear or wash them). If you do not comply with the above and the product's value diminishes as a result, we can hold you liable for that diminished value.

Refund

If you inform us that you wish to return a product, we shall reimburse you all payments received, including delivery costs (except for any additional costs resulting from your choice of delivery other than the least expensive type of standard delivery offered by us) without undue delay and in any event no later than 14 (fourteen) days from the day on which we are informed about your decision to exercise your right of withdrawal.

However, we may choose to withhold the reimbursement, in full or in part, until we have received the products back or until you have provided sufficient evidence of having sent back all products.

Refunds will be issued based on the original form of payment.

 

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Model form for Withdrawal (Dutch)

Fill in and return this form only if you wish to cancel/withdraw from the contract.

To:

SneakerAsk

Eendrachtstraat 5

1531DT Wormer

The Netherlands

Email: help@sneakerask.nl

I/We (*) hereby inform you that I/We (*) withdraw from our contract concerning the sale of the following goods (*) / the provision of the following service (*)

Ordered on (*) / Received on (*): _______________

Order number: _______________

Name of consumer(s): _______________

Address of consumer(s): _______________

Signature of consumer(s) (only when this form is submitted on paper): _______________

Date: _______________

(*) Delete what does not apply

 

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Model Withdrawal Form (English)

Complete and return this form only if you wish to withdraw from the contract.

To:

SneakerAsk

Eendrachtstraat 5

1531DT Wormer

The Netherlands

Email: help@sneakerask.nl

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) / for the provision of the following service (*)

Ordered on (*) / Received on (*): _______________

Order number: _______________

Name of consumer(s): _______________

Address of consumer(s): _______________

Signature of consumer(s) (only if this form is submitted on paper): _______________

Date: _______________

(*) Delete as appropriate

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Exceptions to the Right of Withdrawal

Dutch

The right of withdrawal does not apply to:

• Products that cannot be returned for hygienic reasons (underwear, swimwear, etc.)
• Products which, after delivery, by their nature, are irrevocably mixed with other products
• Sealed products that are not suitable for return due to health protection or hygiene reasons and whose seal has been broken after delivery
• Custom-made or personalized products

English

The right of withdrawal does not apply to:

• Products that cannot be returned for hygienic reasons (underwear, swimwear, etc.)
• Products which, after delivery, by their nature, are irrevocably mixed with other products
• Sealed goods that are not suitable for return due to health protection or hygiene reasons and whose seal has been broken after delivery
• Custom-made or personalized products

 

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Defective Products & Warranty

Dutch

We are obliged to deliver to you the product that you ordered at SneakerAsk to conform with the contract. You have the right to return the product in case of defects or non-conformity that existed at the time of delivery ("Non-Conformity").

A product delivered to you will be deemed to conform with the contract if: (i) it meets the description, specifications and other features displayed in our webshop, (ii) is suitable for the purposes for which it is normally used, and (iii) possesses the qualities and other features normal for products of the same type and that can reasonably be expected.

The Warranty Period starts on the date of delivery of the product by SneakerAsk to you and lasts for 2 (two) years, unless applicable law sets forth longer periods.

If you wish to submit a warranty claim, please contact us via help@sneakerask.nl with:

• Your name, address, email address, and telephone number
• A copy of your receipt or order confirmation
• A written description or photographs of the problem
• The remedy requested by you

English

We are obliged to deliver to you the product that you ordered at SneakerAsk to conform with the contract. You have the right to return the product in case of defects or non-conformity that existed at the time of delivery ("Non-Conformity").

A product delivered to you will be deemed to conform with the contract if: (i) it meets the description, specifications and other features displayed in our webshop, (ii) is suitable for the purposes for which it is normally used, and (iii) possesses the qualities and other features normal for products of the same type and that can reasonably be expected.

The Warranty Period starts on the date of delivery of the product by SneakerAsk to you and lasts for 2 (two) years, unless applicable law sets forth longer periods.

If you wish to submit a warranty claim, please contact us via help@sneakerask.nl with:

• Your name, address, email address, and telephone number
• A copy of your receipt or order confirmation
• A written description or photographs of the problem
• The remedy requested by you

Contact

For questions about your right of withdrawal, returns or warranty:

• SneakerAsk
• Eendrachtstraat 5
• 1531DT Wormer
• The Netherlands
• Email: help@sneakerask.nl
• Chamber of Commerce: 75381966
• VAT number: NL002430611B14
• Return Portal: https://sneaker-ask.shipping-portal.com/rp/

 

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These rights are based on the European Consumer Rights Directive (2011/83/EU) and its Dutch implementation.

These rights are based on the European Consumer Rights Directive (2011/83/EU) and its Dutch implementation.