Refund policy
Shipping and Returns Policy – Sneaker Lane
Thanks for choosing Sneaker Lane and trusting our products. To ensure a smooth and transparent shopping experience, we've set up the following policies and terms that apply to all transactions made in our store.
General Shipping Conditions
1. Scope of Application
These conditions regulate the terms and delivery times for products purchased through our platform. By placing an order, the customer accepts the shipping conditions detailed here.
2. Delivery Times
- 2.1 Shipments from main warehouse: 24–48 hours from order confirmation and payment processing. This timeframe is valid for business days and national territory, unless otherwise specified.
- 2.2 Shipments from other warehouses: 3–14 business days, depending on warehouse location and logistics.
3. Order Tracking
The customer will receive a tracking number once the order has been dispatched to check its status and location in real-time.
4. Delivery Delays
Delays may occur due to transport, weather, or other events beyond our control. In such cases, we will contact you to offer a suitable solution.
5. Order Cancellation
Once an order has been placed and confirmed, it is not possible to cancel it during the preparation and shipping process. The customer may exercise their right of return once the product has been received, provided the conditions established in our returns policy are met.
6. Availability Check
To confirm stock in the main or external warehouses, the customer can contact us before placing their order.
General Return Conditions
1. Timeframe and General Conditions
We accept returns of products in original, unused condition and in their original packaging, within 14 days from the order's reception date.
Products must be in perfect condition, with no signs of use, handling, alteration, or damage, and must retain all original components, including tags, badges, accessories, packaging, and verification documentation.
2. Exclusions and Loss of Right to Return
Returns will not be accepted if the product has been used or handled beyond what is necessary to verify its nature or characteristics. Specifically, the right to return will be lost in the following cases:
- The size tags appear stepped on, removed, or tampered with.
- The laces have been replaced.
- The sneaker's structure or materials show creases, folds, or signs of wear.
- The Sneaker Lane verification document (which accompanies each order) has been scratched or tampered with, as this element certifies the product's authenticity and uniqueness.
- The original packaging or box shows damage, writing, or tears.
The Sneaker Lane verification document is a unique and inviolable authentication system. Once scratched or altered, the product loses its "new" condition and resale value, meaning no return or refund will be possible.
These conditions are protected by articles 103.e) and 108.2 of Royal Legislative Decree 1/2007, which regulate the right of withdrawal and consumer responsibility for improper handling of goods.
3. Return Process
- Contact our customer service at help@sneakerlane.es or by phone at 675 766 870.
- We will provide you with detailed instructions for shipping and product evaluation.
- Once received, a photographic and documentary inspection will be carried out before approving any refund or exchange.
4. Refunds
The refund will only be processed if the product meets all described conditions, and the amount will be credited to the original payment method.
If use, handling, or alteration is detected, the customer will be notified and may request the product to be resent to their original address.
5. Exceptions for Manufacturing Defects
If the customer detects manufacturing defects or authenticity failures, Sneaker Lane will offer a suitable solution in accordance with applicable regulations, after verifying the case.
6. Return Costs
- Returns and exchanges within the Peninsula or Balearic Islands: 7 €.
- Shipments from or to the Canary Islands and the rest of Europe: 15 €.
7. Final Considerations
At Sneaker Lane, we work with exclusive and limited edition pairs, whose value depends on their original condition and the complete preservation of their verification documentation. Therefore, any handling, use, or alteration of the product or its packaging voids the right to return or refund.
Buyer Protection Policy – Sneaker Lane
1. Objective
At Sneaker Lane, we want you to shop with peace of mind. This policy is here to protect you and ensure that we never ship or deliver an item that doesn't meet our standards for authenticity, condition, and consistency with the advertised product.
2. Scope
This policy applies to orders placed on Sneaker Lane (with home delivery or in-store pickup), especially for sneakers/collectible items, where authenticity and component control are essential.
3. Verification Process
Before preparing an order for shipping or pickup, we carry out an internal verification process that may include:
-
Authenticity: validation of materials, labeling, stitching, codes, finishes, etc.
-
Order Matching: model, colorway, size, and SKU.
-
Item Condition: must match the indicated standard (e.g., new/unused).
-
Original Box and Accessories (where applicable): checking the box, wrapping, and distinctive elements of the release (e.g., tags/ID cards, special accessories, edition extras, etc.).
Important: for certain releases, specific accessories (cards, tags, extras, special packaging) are a differentiating part of the product. If they are missing, the item is not considered compliant with our standard.
4. What this protection covers
Buyer protection covers, among others, these cases detected during verification:
-
The item fails the checks (due to authenticity or inconsistencies).
-
The item does not match the order (model/size/colorway).
-
The item does not meet the standard for condition or presentation (e.g., clear signs of use if "new" was expected).
-
The item arrives without the original release box or with replacement box/packaging when the release requires specific packaging.
-
A differentiating/original element of the pair is missing (cards, tags, accessories, extras, etc.).
5. What we do if an item fails verification
If the item assigned to your order fails verification, we act to protect you:
-
Order cancellation (total or partial, as appropriate).
-
Full refund of the amount paid for the affected items (and associated services, if applicable).
-
Communication to the customer explaining that the item does not meet our standard.
As a policy, we would never ship or deliver an item that doesn't pass our process. While we understand this might be annoying, we prioritize your safety and confidence in your purchase.
6. Reassigning a new item (how to proceed)
If you wish to proceed with the purchase, you can place a new order, and a new item will be assigned to undergo our verification process again.
Once the new item passes verification, it will be shipped or made ready for pickup.
7. Refunds (how and when)
-
The refund is issued to the original payment method (card, Klarna, or others, as applicable).
-
Once processed by us, the crediting time may depend on the payment provider/bank.
8. Commercial gestures
In certain situations and as a gesture for the inconvenience, we may offer a discount code or other commercial compensation, depending on the case.
9. What this policy does not cover
This policy does not replace the general returns/exchanges policy for personal reasons (size, preference, etc.).
Nor does it cover issues arising after product use.
10. Contact
If you have any questions or need help placing a new order, you can write to us at: help@sneakerlane.es.
For any queries or assistance, contact us:
✉️ help@sneakerlane.es
📞 675 766 870
📍 C/ de la Paz 31, 46003 Valencia
Last updated: May 2025
