Refund policy

At SneakersGrail, customer satisfaction is our top priority. If for any reason you are not satisfied with your purchase, we will be happy to process a refund or exchange.

Eligibility for Refunds after receiving quality inspection photos:

All our customers are eligible for a refund once they receive quality inspection photos. Within 5-7 days of placing your order, your product will pass quality control at our suppliers and then you will receive clear photos of your order to your Email (be sure to check spam section as sometimes our emails could go there because of an error). If you notice discrepancies and want a refund or change the size, we will be happy to comply with your request. If you decide to apply for a refund or exchange, please reach out to our customer service team at support.SneakersGrail@gmail.com. Please note that if not responded after 12 hours, products will be shipped as planned.

Eligibility for Refunds after receiving the order

If, for any reason, you are not completely satisfied with your purchase, we offer a refund under the following criteria:

Item Condition: The item must be in its original, unused, and unworn condition. It should be returned in the same packaging as you received it. Timeframe: refund requests must be submitted within 14 days of receiving the product.

To initiate a refund, please follow these steps:

Contact Customer Service: Reach out to our customer service team at support.SneakersGrail@gmail.com within 14 days after receiving the product. Provide Information: Clearly state your reason for requesting a refund. Include your order number and details about the item you wish to return. Wait for Instructions: Our customer service team will provide you with further instructions on how to return the item.

Refunds after the purchase:

If a customer decides to cancel their order within four hours of purchase, we are happy to accommodate their request and issue a refund without any issues. However, it's important to note that once this four-hour window has elapsed, the cancellation process becomes subject to additional transaction fees and currency conversion fees since the order has already started and processed by our suppliers (except when the customer wants to change the order or there is a serious reason for this). Therefore, we encourage customers to make their decisions promptly to avoid any unnecessary charges or complications. Our aim is to provide a seamless and transparent shopping experience, and we appreciate our customers understanding in this matter. Please note that no fees will apply to the customers that apply for the refund after the quality inspection process or once the order received.

Refund Process:

Once we receive the returned item and verify that it meets the specified criteria, we will process your refund. Please allow 7 days for the refund to be reflected in your original payment method.

Return Shipping:

Customers are responsible for the cost of return shipping (unless we sent the wrong or damaged item). We recommend using a trackable shipping method to ensure that the returned item is received.

In the case when the order is not delivered due to customer's mistake:

Please make sure that your address is correct (including your house or detailed apartment number) and someone will be available to receive your order, otherwise, your package may be returned to delivery service provider's warehouse in Europe or US in which after 4 days, if no response from customer is received, the item will be destroyed and no refund will be provided. 

In the case if you respond to our emails during these 4 days period, you will be asked to pay a redelivery fee which can very between 40-80€ depending on your location.

Delivery service provider will try to deliver your parcel 3 times (in the most cases they will contact you through phone and emails just for you to definitely receive your order) before returning the item back to their warehouse in Europe or US.

Contact Us
If you have any questions or need to request a refund or exchange, please contact us at support.SneakersGrail@gmail.com