RETURN POLICY
What conditions must be met to return a product?
Returns are accepted within 14 days of delivery, provided the item is unworn and in its original condition and packaging. Once the return is approved, you will receive a refund.
How long do I have to return my item?
Let us know within 14 days of delivery, then send it back within 14 days of telling us.
How do I submit a return?
If you wish to return an item because it doesn’t fit or you no longer want it:
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Email us at info@projectsneakers.co.uk with the subject “Return Request” and your order number. We’ll reply within 12 hours with instructions, including where to send your item.
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Send your item back using a fully insured, tracked service. Return postage is paid by you, unless your item arrived incorrect or faulty (see below).
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Once shipped, email your tracking number to info@projectsneakers.co.uk.
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Your refund will be processed once the item has been received and inspected.
If your item arrived incorrect or faulty, follow the same steps above.
In your email, please provide:
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The reason for the return
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Proof of your return postage cost
After the item has been checked and approved, we will refund both the item value and the postage amount you paid.
Important: Refunds and exchanges are only issued after the returned item is received and confirmed to be in its original condition.
By placing an order, you agree to our full Returns & Exchange Policy.
How do I exchange for a different size?
Email us at info@projectsneakers.co.uk with the subject “Exchange Request”, your order number and the size you’d like, within 14 days of receiving your order. Exchanges are subject to availability. Then send the original pair back in the same way as a return (see above), using a fully insured, tracked service at your own cost.
There’s a £4.95 delivery charge for sending your new size. If the new size is priced higher than your original item, we’ll email you a payment link for the difference. If it’s priced lower, we’ll refund the difference to your original payment method.
How long does an exchange take?
Please allow 3–5 business days for your exchange to be processed.
If the requested size is unavailable, we will contact you to discuss alternatives.
How long does a return take?
Once your return arrives with us, it will be inspected in line with our Terms & Conditions. Refunds are processed within 3–5 working days and will appear on your original payment method within 1–3 business days.
Can I return an international order?
Yes. International orders can be returned within the same 14 days, following the steps above. Return postage and any customs or import charges on the return are paid by you, unless your item arrived incorrect or faulty.
How do I cancel my order?
You can cancel your order free of charge within 1 hour of placing it. Just email info@projectsneakers.co.uk or message us via live chat with your order number. Requests sent outside 9am–10pm are handled when we reopen.
(Customer service hours: 9am–10pm, 7 days a week.)
Because we work to dispatch orders quickly, orders can’t be stopped once more than 1 hour has passed. If you need to cancel after that, please return your order once it arrives (within 14 days of delivery) and we’ll refund you in line with our returns policy above.
This doesn’t affect your statutory rights.