SHIPPING POLICY
Project Sneakers ships all orders using fully tracked services with Royal Mail and UPS.
On average, orders are dispatched within 1–2 working days (excluding weekends and public holidays) and UK orders arrive within 3–5 working days of being placed. Delivery times vary by product and size, so please check the product page for the exact delivery window for your size. 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 delivery charges depend on your destination and are shown at checkout. After dispatch, international orders usually arrive within 5–10 working days in Europe and 7–14 working days in the rest of the world.
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:
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A free replacement (subject to stock availability), or
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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:
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Check with anyone in your household or neighbours who may have accepted the parcel.
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Look around your property, including safe places such as porches, garages, letterboxes, or delivery drop zones.
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Contact your local depot or post office for more details on the delivery.
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File a complaint with the courier and request written confirmation of the complaint.
If you still cannot locate the parcel, please provide:
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Written confirmation of your courier complaint
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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.