SHIPPING POLICY

Project Sneakers ships all orders from the United Kingdom using fully tracked and signed-for services through DHL, DPD, Royal Mail, and UPS.

Orders are dispatched within 24–48 hours of being placed (excluding weekends and public holidays). Once your order has shipped, you will receive an email with your tracking number.
If your tracking displays “Label Created,” this means the shipment has been registered with the courier and is awaiting its first scan. It is normal for this status to remain unchanged for 1–2 business days.

We want every customer to be fully satisfied with their experience at Project Sneakers.

Please note: Project Sneakers is not responsible for parcels that are not collected within the timeframe stated on the courier’s website. These items will not be returned to us, as our business address is intentionally not displayed on or inside parcels for security reasons.

International Shipping

International postage fees vary based on the weight and value of your order and will be calculated at checkout. If you are placing an order from outside the UK, estimated delivery timeframes will also be shown during checkout.

International customers may be required to pay customs or import duties upon arrival in their country. These charges are the responsibility of the buyer.
Failure to pay customs fees may result in the parcel being returned to us. In such cases, shipping costs will not be refunded.

Packages Confirmed Lost in Transit

If a courier officially declares your parcel lost, we will contact you directly and provide the following options:

  • A free replacement (subject to stock availability), or

  • A full refund to your original payment method.

We will initiate an investigation with the courier, which typically takes 5–14 business days, depending on the shipping provider. You will be kept updated throughout the process and will not incur any additional costs.

Marked as Delivered but Not Received

If tracking shows “Delivered” but you have not received your parcel—and the courier provides proof of delivery (GPS location, signature, or delivery photo)—please follow these steps:

  1. Check with anyone in your household or neighbours who may have accepted the parcel.

  2. Look around your property, including safe places such as porches, garages, letterboxes, or delivery drop zones.

  3. Contact your local depot or post office for more details on the delivery.

  4. File a complaint with the courier and request written confirmation of the complaint.

If you still cannot locate the parcel, please provide:

  • Written confirmation of your courier complaint

  • A police report receipt or reference number

We will then follow up with the courier’s investigation on your behalf.
Please note that when a parcel is marked as delivered with valid proof, the information available to us as the sender is limited. While we will support you as much as possible, the courier’s investigation will determine the final outcome.