Customer Service

Frequently Asked Questions

Do I need to set up an account to place an order?

I've forgotten my password. What should I do?

Your website won’t let me choose the size I need. It’s not on the drop-down list?

How do I know that the products you sell are authentic?

How do I change currency?

What can I do if something is wrong with my order?

How do I search for a product?

Are the pictures shown on the website an accurate illustration of the actual product?

What payment methods does Mrsneaker.com accept?

I've seen something advertised but cannot find it on your website?

Shipping Information

What are the shipping charges?

Can I track my delivery?

Has my order been shipped out yet?

How can I get my order shipped to a different address than my billing address?

How much duties and taxes will I have to pay?

Is my package insured?

What happens if I miss my delivery?

Has my order been shipped out yet?

Returns

How long can I keep my order before returning?

What's your return policy?

Do I have to pay to return?

How long will it take to process my return?  

Will I be refunded the full value of my order? 

Exchange

How do I make an exchange?

Website Security

Is your website secure?

Frequently Asked Questions

Do I need to set up an account to place an order?

No, you can shop at Mrsneaker.com without creating an account.

But, however, registering your details will allow you to:

• Track your order and review past purchases
• Shop without entering your address details
• Manage your address book and email setting

I've forgotten my password. What should I do?

No problem. Click on Forgot Password on the login page. This will allow you to follow the appropriate steps to re-set your password.

Your website won’t let me choose the size I need. It’s not on the drop-down list?

Mrsneaker.com shows only available sizes on the product page. If a size is not listed, then it is sold out and we do not expect or do not know if we can make it restock it.  Please do come back and check again, as we re-stock some of our styles.

How do I know that the products you sell are authentic?

As an authorized online distributor, we unreservedly guarantee that every item we sell is 100% authentic.

How do I change currency?

Simple. Just select the region that you are in from top right hand side drop down box.
 

What can I do if something is wrong with my order?

If you receive the wrong item or something is missing from your order then send us an email via contact us form.

How do I search for a product?

There are a number of ways you can search for a product until you find exactly what you’re looking for.

First being to browsing through the categories on the left hand of the web-page and then refine what you are looking for by clicking on each section.

Alternatively, if you know exactly what you want, just type in the product or brand into our search facility [top right of the Website] and we will find you everything related to your specific search.

Are the pictures shown on the website an accurate illustration of the actual product?

We make a try our level best to ensure the photographs you see online are as close to the real thing as possible. But the actual product may slightly vary from the images shown on the website.

What payment methods does Mrsneaker.com accept?

We accept PayPal and money order only at this present moment.

I've seen something advertised but cannot find it on your website?

Get in touch with our Customer Service team and give them as many details as possible. We’ll do our best to find it for you.

Shipping Information

Some packages may require a signature and will not be released without a signature. The delivery of your package may be delayed if no one is present at the time of delivery.

Please note that we aim to dispatch all orders within 24 hours with the exception of sale periods where this may take up to 48 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch, Mrsneaker.com are not responsible for any delays caused by destination customs clearance processes.

What are the shipping charges?

Can I track my delivery?

Yes. We will email you the tracking number once the goods have left our warehouse.

 Has my order been shipped out yet?

We aim to dispatch all orders within 24 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch, Mrsneaker is not responsible for any delays caused by destination customs clearance processes.

How can I get my order shipped to a different address than my billing address?

No, we only ship to confirmed PayPal addresses

How much duties and taxes will I have to pay?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

Is my package insured?

All items are insured against theft and accidental damage whilst in transit from Mrsneaker to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

What happens if I miss my delivery?  

Our courier may try at your neighbours and if they're available to sign will leave it with them and post a card through your door to let you know. If our courier misses you or your neighbours they'll leave a card and try again the next working day. If they miss you again, they'll leave you another card and take the goods back to the nearest depot where they can be collected.  

Has my order been shipped out yet?

We aim to dispatch all orders within 24 hours. Estimated delivery times are to be used as a guide only and commence from the date of dispatch, Mrsneaker is not responsible for any delays caused by destination customs clearance processes.

Returns 

How long can I keep my order before returning?

We ask you return your items to us within 10 days of receiving them.

What's your return policy?

1. Returned items must be completely new in saleable condition.

We will not accept returns and/or exchanges if there is evidence that the shoes have been worn outdoors. mrsneaker.com reserves the right to refuse any return and/or exchange that does not meet the conditions stated herein. All shoes must be tried on a carpeted surface until you are certain you are keeping them.

2. The original shoebox and accessories must be returned with the shoes in new and saleable condition.

Returns without the original shoebox and accessories will not be accepted. Returns using the shoebox as a shipping box will not be accepted also.

3. A return authorization number must accompany all returns and exchanges.

To return a product, you must contact Customer Service for a return authorization number. If a return authorization number is notobtained prior to returning the package, the return may not be accepted.

Do I have to pay to return?

We're sorry but we don't offer a free returns service at the moment. The customer is liable for all the shipping costs.

How long will it take to process my return? 

Returns are usually processed within  3 working days receiving the goods.

Will I be refunded the full value of my order? 

All correctly returned products will either be refunded and will exclude shipping costs.

If your order has been sent to a destination within the EU, all sales taxes will be refunded. Outside the EU, customs duties and sales taxes are non-refundable. However, you may be able to recover these by contacting your local customs bureau directly.

Please be aware that it can take up to 10 days for the refund to appear in your account.

Exchange

How do I make an exchange?

If you are returning for exchange, please email us for your return authorization number and to order your exchange item. Ordering your exchange item will better ensure availability. We will refund your purchase price once we receive your return. If you choose not to order, you still must email to obtain a return authorization number.

Items returned for exchange: If the desired item is out of stock, the return will be treated as a return for refund. Mrsneaker.com will issue a refund less the cost of the original free shipping, and we will notify you by email about your refund.

Website Security

Is your website secure?

To help ensure that your shopping experience is safe, simple and secure, mrsneaker.com Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet.

You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with 'https:' instead of the normal 'http:'. This means that you are in secure mode.