Frequently Asked Questions
How do I place an order?
Place your chosen item in your shopping cart, proceed to checkout, enter your delivery and payment details, and confirm your order. You will receive an order confirmation email immediately after successful payment.
Can I change or cancel my order?
Orders are processed promptly. If you need to change or cancel your order, please contact us immediately at support@sneakersoflondon.co.uk.
If your order has not yet been dispatched, we will do our best to accommodate your request. You also have the legal right to cancel your order within 14 days of receiving your goods under UK consumer law.
What payment methods do you accept?
Credit & Debit Cards:
Visa, Mastercard, Maestro, American Express, Diners Club, Discover, UnionPay
Digital Wallets:
Apple Pay, Google Pay, Shop Pay
Buy Now, Pay Later:
Klarna
All payments are processed securely in GBP (£).
Is my payment secure?
Yes. All payments are processed through secure, encrypted payment gateways. We do not store or retain your full card details.
Where do you ship?
We currently ship to addresses within the United Kingdom, including England, Scotland, Wales, and Northern Ireland.
How much are the shipping costs?
We offer free standard delivery on all UK orders.
How long will my delivery take?
Order processing time: 1–3 working days (Monday to Friday)
Transit time: 5–8 working days (Monday to Friday)
Total estimated delivery time: 6–11 working days
You will receive tracking information once your order has been dispatched.
Will I receive tracking information?
Yes. A tracking number will be emailed to you once your order has shipped.
How long do I have to return an item?
If your item is damaged, defective, or incorrect, you must contact us within 30 days of receiving your order.
If you wish to return an item due to change of mind, you must notify us within 14 days of receiving your order.
How do I return a damaged, defective, or incorrect item?
Please contact us at support@sneakersoflondon.co.uk within 30 days and provide:
- Your order number
- Clear photos
- Video evidence (if applicable)
- Images of the packaging and shipping label
Once approved, we will provide a prepaid return label within 2 business days.
After we receive the item, it will be inspected within 7 business days and a refund or exchange will be processed.
How do I return an item if I changed my mind?
You must contact us within 14 days of receiving your item.
The item must be unworn, unused, with tags (if applicable), and in its original packaging where reasonably possible. You may inspect the item as you would in a physical store, but it must not show signs of use beyond what is necessary to assess its nature and functionality.
You are responsible for return shipping costs. We do not provide prepaid labels for change-of-mind returns. We do not charge any restocking fees.
Which items cannot be returned?
- Gift cards
- Customised or personalised items
- Items showing signs of wear beyond normal inspection
This does not affect your statutory rights if an item is faulty.
When will I receive my refund?
Once we receive your returned item, it will be inspected within 7 business days. If approved, your refund will be issued to your original payment method.
Please note that your bank or card provider may require additional time to process the refund.
Customer Support
Store Name: Sneakers of London
Support Email: support@sneakersoflondon.co.uk
Phone: +44 7867 524129
Address: 4 Great Queen St, London WC2B 5DJ, United Kingdom
Business Hours: Monday – Friday (9:00 AM – 5:00 PM GMT)