Frequently Asked Questions
Help Center
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Shipping and Deliveries
What are the delivery times?
If the item is in stock, delivery typically takes 2-3 business days. For items that are out of stock, please allow 10-12 business days for delivery as we restock and process your order. If you have any specific questions about your order’s timeline, feel free to contact us!
What are the shipping costs and options?
We carefully select the best shipping option for your destination to ensure your order arrives safely and efficiently. The shipping cost will be calculated and included in the final payment during checkout. If you have any specific questions about shipping, feel free to reach out to us!
How are the products shipped?
All products are sent in a security box to ensure their total protection, in their original packaging and with all accessories included.
How do I check the status of my order or delivery?
Once your order has been accepted by the carrier’s system, you will receive an email with the carrier’s Tracking Number. Go to the carrier’s website, enter the Tracking Number and you will have all the information regarding the delivery of your order.
I placed an order but the delivery failed, what can I do?
If your delivery fails, don’t worry! Please contact us directly, and our team will assist you in resolving the issue as quickly as possible. We’re here to help!
Exchanges and Returns
How many days do I have to make an exchange/return online?
From the day you receive your order at the delivery address, you have 14 days to exchange/return the product or to report any incident with your order. After these 14 days, it is not possible to exchange/return a product.
How can I return a product?
To return a product, simply follow the steps indicated on the exchanges and returns page in the customer support section.
Click here to be redirected to the page.
How can I exchange a product?
Exchanging a product purchased in our online store for another size or model involves returning the product and placing a new order.
We will always refund the value of the product, as long as it is in perfect condition when it arrives at our facilities. Refunds will be made using the same payment method used for the order.
Are the shipping costs for the exchange/return of the order paid by the customer? Can I choose the shipping method?
The shipping costs for the exchange/return of the order are always the responsibility of the customer. For this reason, you will have the flexibility to choose the carrier or postal service you want. It is not necessary to send the products via express service.
I want to return a pair of sneakers, but I no longer have the original box. Can I still return them?
If you no longer have the original product box, you cannot request a return. You must send all items you wish to return in the same condition in which they were sold, and in their original boxes or packaging.
If an item of clothing or accessory is sold inside a particular bag, pouch or box, it must also be returned in perfect condition in order for the return to be accepted.
Is it necessary to place an item I want to return inside a security box? If the item is not inside a security box, will the exchange/return be rejected?
Yes, this is a requirement for all returned items. They must arrive at our facilities properly protected. This will prevent the item from suffering any damage during transport. Items that you return to us are usually returned because the size does not fit you, or because the model did not suit you. Therefore, they will be put back on sale in our store and, for this reason, we have to be very strict in evaluating items returned by our customers.
If an item is returned without the security box, the return will be rejected.
How and when will I receive the refund corresponding to my return?
Refunds are made using the same payment method used to place the order.
Your refund will be available in your bank account shortly after we process it and you receive our refund confirmation. This depends entirely on the bank.
My return was rejected after review due to poor condition. Can I return the product to your facility now that it is in better condition?
A return that has been rejected due to poor condition cannot under any circumstances be re-evaluated. Rejections are final.
Frequently Asked Questions
What does a made-to-order product/size mean?
These are specific products or sizes that we do not have in stock for immediate delivery at this time but that we can arrange for you to order.
Deliveries within 2 to 15 business days, depending on the rarity of the product or size you ordered.
Note : It is not always possible for us to arrange the specific size you ordered, as we work with collectible/exclusive products.
If we are unable to arrange for the order, we will give you the option of exchanging it for another product or canceling the order with the corresponding refund.
What payment methods do you accept on the website?
We accept several payment methods such as Apple Pay, Google Pay, Credit Card, Debit Card, Clearpay and Klarna (Payment in 3 interest-free).
How does payment with Klarna work?
When you check out your order, in the payment section, choose the option “Klarna – 3 interest-free payments” . At the bottom of the page, click on “Pay now”. You will be redirected to a Klarna page, follow all the steps and make the payment with your debit or credit card.
When finalizing your order, you will pay a third of the order value, after 30 days you will pay another third and after 60 days you will pay the last third.
Even though you pay in 3 installments, you will receive your order in 1-2 business days, just like with all other payment options.
Note: Sometimes Klarna refuses to accept payment in instalments depending on factors such as your purchase history, the expiry date of your debit or credit card and your age.
How do I know my order has been confirmed?
When you complete your order, you will receive an order confirmation email. Please keep an eye on your email spam folder, as our order confirmation email may be there.