SNKR Department
Return &
Refund Policy
Refunds and cancellations are not accepted. We offer a flexible 30-day exchange policy for change of mind.
By completing a purchase with SNKR Department, you acknowledge and agree that all sales are final and we do not offer refunds or order cancellations after payment has been made. However, we uphold a flexible 30-day exchange policy for change of mind for ALL our beloved customers.
Order Cancellations
Once an order is placed and payment is confirmed, it cannot be cancelled under any circumstances. Orders are processed immediately upon confirmation to ensure the fastest possible dispatch. We are unable to make exceptions to this policy regardless of the reason.
Refunds
We do not issue refunds of any kind — full or partial — once payment has been made. If you change your mind, an exchange may be requested under our 30-day exchange policy (see below).
30-Day Exchanges
SNKR Department will happily accept returns for exchange due to change of mind, as long as a request to return is received by us within 30 days of receipt of item and the item is returned to us in original packaging, unused and in resellable condition.
Return shipping of $69.99 will have to be paid at the customer's expense and the customer is required to arrange their own shipping.
Important things to check before you contact our team:
Original Packaging
Original Condition
Tags still intact
Once returns are received and accepted, we will process the goods exchange. To start an exchange, contact us via our Contact page with your order number.
Items Not Eligible for Exchange
The following are not eligible for exchange under our 30-day policy:
- Items returned without prior written authorisation
- Items received outside of the 30-day window
- Items showing signs of wear or use
- Items missing original packaging or tags
- Items damaged after delivery
We strongly encourage all customers to consult our Size Guide and confirm their EU size before purchasing to minimise the need for exchange.
Why No Cancellations or Refunds
Every pair is made to order.
Production begins on payment.
Every sneaker sold by SNKR Department is custom made to order. The moment your payment is confirmed, production is queued and materials are allocated specifically for your pair — which is why we are unable to offer order cancellations or refunds. To still give you flexibility, we've built in a 30-day exchange policy so you can swap sizes or styles after delivery if needed.
Damaged or Incorrect Items
In the unlikely event that your order arrives with visible transit damage or an incorrect item was sent, you must notify us within 48 hours of delivery via our Contact page with your order number and clear photos.
Before You Buy
We strongly encourage all customers to take the following steps before completing a purchase:
Review all product photos and descriptions carefully
Confirm your correct size using our Size Guide — use EU sizing for the most accurate fit
Check brand-specific fit notes, especially for luxury brands which run large
Contact us with any questions before placing your order — we're happy to help
By completing your purchase, you confirm that you have read, understood and agreed to this Return & Refund Policy in full. SNKR Department reserves the right to update this policy at any time without prior notice.
Have a Question Before You Order?
Our team is happy to assist. Reach out before purchasing and we'll help you make the right decision.