Frequently Asked Questions (FAQ)
Delivery
1. What is the Estimated Delivery Time on UK Orders?
Orders placed on Project Sneakers with Standard Delivery are processed within 3-7 business day window, and dispatched using 1-2 day tracked and insured delivery service.
Orders placed on Project Sneakers with Express Delivery are processed within 1-3 business day window, and dispatched using 1 day tracked and insured delivery service.
Please allow 7 working days to contact us regarding your order. More often that not, items will arrive ahead of this timeframe.
2. What is the Estimated Delivery Time on International Orders?
Worldwide shipping usually takes between 5-14 days, but it can sometimes take a little longer depending on your location.
Since the UK has left the EU, a few changes have been made which can affect the timing of your delivery. Import taxes have now been enforced. All shipping costs are calculated at checkout and customers are responsible for any additional customs fees, which are decided based on your region. Project Sneakers is not responsible for any extra fees or charges that may incur once your order reaches you.
3. Does Project Sneakers Offer Next Day Delivery?
Next Day Delivery is available on the selection of inventory that we have in stock, such as our "OUTLET" collection. If you have any questions about the availability of a particular product, please do not hesitate to contact us via email.
In the event where we work with our trusted team of suppliers to fulfil your order, additional handling time is required to fully authenticate and verify the item before it gets dispatched.
Once authenticated, the item will be dispatched using an express service, meaning it should be delivered to you on the next working day.
4. I've Received My Tracking Number & The Parcel is Showing an Error, What Should I Do?
In most cases, this issue will resolve itself within 24 hours as the courier will need time to update its system. However, if 24 hours have passed and your parcel is still showing an error, please send us an email at info@projectsneakers.co.uk so we can investigate your issue.
5. I Made an Error With The Details of My Order, What Should I Do?
We will not be held responsible for lost parcels as a result of invalid delivery addresses, so please ensure you provide the correct address at checkout.
If you have made an error when selecting an appropriate delivery address, please contact us immediately so we have time to account for this change prior to dispatch.
Customers have a 60 minute window once the order has been placed to request a cancellation.
Cancellation can only be approved if they fall in line with your statutory rights.
6. I've Received My Order & The Contents Are Incorrect, What Should I Do?
In the unlikely event that the wrong size or product has been sent by Marsden Sneakers, the customer must inform us within 7 working days of receiving the item.
We will arrange a return, reimburse the shipping costs and send the correct replacement in the quickest possible time. The item must be still be unworn and in the condition it was received.
Privacy
1. What Information Do We Collect?
When you sign up or place an order using our website, you voluntarily share with us certain information. This includes your name, email address, billing address, phone number and payment information.
You are able to opt out of sharing certain information, like your email address or phone number, however they will be needed in order to contact you directly regarding your order.
2. How Do We Use Your Information?
Project Sneakers keeps all your shared personal data, payment information & additional conversation safe and away from any third party meaning you are completely protected whilst shopping with us.