FAQ

Between 2 and 14 business days from when we confirm your payment. Our average is 5 business days. If we have the pair in our warehouse, it can ship the next day; if it has to be requested from another warehouse, it goes through the full process.

Because it depends on where the pair is. We work with limited editions that aren't always in our warehouse, and we'd rather give you a real range than a date we can't keep.

In Spain, including the Balearic Islands, Ceuta and Melilla (except the Canary Islands), it's free from €80, and €4.99 below that. To the Canary Islands, €19.99. To Germany, Belgium, France, Italy, the Netherlands and Portugal, free from €80 and €9.99 below that. Rest of Europe, always €9.99, no free shipping. Rest of the world, always €14.95, no free shipping.

Import duties or taxes may apply at the destination. They're charged by your country when you receive the parcel, and you're responsible for paying them.

We write to you at each of the five steps of the process. The last one includes the carrier's tracking number. You can also check it whenever you like by emailing help@sneakerlanestore.com.

Orders can't be canceled once they're confirmed: the pair is reserved and the process starts right away. If something has come up, email us at help@sneakerlanestore.com with your order number and we'll see what we can do.

Nothing: if it goes past the expected timeframe, we'll write to you. If you'd rather ask, email gets you the status right away with your order number and the email address you used to buy.

Yes. We're at Calle de la Paz 31, Valencia. Choose in-store pickup at checkout and we'll let you know when the pair is ready.

Every pair goes through our verification process before it leaves the warehouse. We check authenticity, that the model, size and SKU match your order, the condition of the pair, and that the box and the release accessories are complete.

It's the piece that comes with your pair. It identifies that specific unit and certifies that it hasn't been worn. On the front it carries our logo; on the back, a QR code you can scan.

You lose the option to exchange or return the pair. It's the only thing that certifies it's unworn and what allows us to trace that unit. Check the pair before you take the tag off: as long as it's on, you keep all your options.

Yes. The tag hangs from the pair and doesn't stop you from trying them on at home. What you can't do is wear them outside: once the soles have been used, they can no longer be exchanged or returned.

It doesn't leave the warehouse. From there we do one of two things and let you know the same day: either we find another unit for you at no extra cost, keeping the price and size, or we cancel the order and refund you in full.

We do, based on the availability of the model in your size at that moment. Either way, you don't pay anything extra.

No. Everything we sell is new.

14 calendar days from when you receive your order.

From the exchanges and returns page or by emailing help@sneakerlanestore.com. We'll ask you for your order number, the email address you used to buy and five photos: the sneaker, the accessories, the box, the soles and the tag.

To check the condition of the pair before you pay for shipping. If something doesn't meet the conditions, it's better to know at that point than when the parcel is already on its way.

It won't run out. The deadline freezes on the day you open the request. However long we take to review it, it doesn't take a single day off your time.

Unworn, with the tag intact, with the original laces in, the size labels neither removed nor covered, and the original box in good condition with all its accessories.

The size, the model or both. You choose the new pair while making your request and the system works out the difference on screen.

€7 in mainland Spain and the Balearic Islands, and €15 in the Canary Islands, the rest of Europe and internationally. It's deducted from your refund or added to the payment if you have to pay a difference.

No. If the mistake is ours, the exchange is on us.

We refund any price difference you paid, but not the cost of the shipping label, because it has already been used, and we send your original pair back to you. That's why we ask for the photos first.

Yes. Each item is processed separately and each one has to meet the conditions on its own.

Visa, Mastercard, PayPal, Apple Pay, Google Pay, Shop Pay and SeQura for deferred payment.

We issue it as soon as we receive the pair and confirm it matches the photos. It goes back to the same payment method you used to buy. How long it takes to show up depends on your bank: usually between 3 and 10 business days.

We send you a payment link as soon as we approve the exchange. You can pay it then or while your pair is on its way to us. If it arrives unpaid, we'll remind you: the new pair doesn't go into processing until the difference is paid.

When your pair reaches our warehouse and passes inspection.

Yes, all prices on the website include taxes. Shipping is calculated at checkout.

Our points program. Every purchase earns you points you can redeem for rewards.

By scanning the QR code on the back of the tag that comes with your pair. The points go into your account instantly.

No. The points you earned with that order are removed. With an exchange you keep them: the order is still active, only the pair changes.

We show the sizing on every product page. If you're torn between two sizes, email us at help@sneakerlanestore.com with the specific model: the fit varies quite a bit from one silhouette to another.

That it was made in a specific quantity and won't be restocked. That's what makes its original condition matter so much and makes the tag decisive.

Email us at help@sneakerlanestore.com with the model and size. We work with several warehouses and can sometimes track it down.