Refund policy
The Deadline
You have 14 calendar days from when you receive your order to request an exchange or a return.
The deadline freezes the day you open the request. The time it takes us to review it won't subtract a single day from your period.
How to Request It
Open it yourself here: open an exchange or a return. We'll send you a link to the email you used for the purchase —that way we make sure the order is yours— and from there you choose the pair, tell us what's up, and upload five photos: the sneaker, the accessories, the box, the soles, and the tag.
We review the photos within one business day. If we approve the request, we'll send you the shipping label. We ask for photos beforehand precisely so no one pays for shipping that won't lead anywhere.
What condition the pair needs to be in
- Unworn. Clean soles and no crease marks on the toebox.
- With the tag intact: not cut, with the string unbroken, and untampered.
- With original laces on and size tags not removed or stepped on.
- With the original box in good condition, no tears or annotations, and all included accessories.
Why the tag is crucial
The tag is what identifies each unit and certifies that the pair hasn't been worn. We work with limited editions: a pair that has been worn, even once, can no longer be sold as new, and without the tag, we lose the ability to trace that specific unit.
That's why, if the tag is cut, broken, or removed, the item completely loses its commercial value and is not eligible for a refund. Check it before removing it: as long as it's attached, you keep all your options.
Exchanges
You can exchange the size, the model, or both. Tell us which pair you want in exchange, and we'll confirm the price difference before you send anything.
- If the new pair costs more, we'll send you a payment link as soon as we approve the exchange. You can pay it then or while your pair is traveling to us. If it arrives unpaid, we'll remind you: the new pair won't enter processing until the difference is paid.
- If it costs less, we'll refund you the difference when your pair arrives at our warehouse and passes inspection.
If the pair you send us doesn't meet the conditions
It can happen that you approve an exchange, pay the difference, and when your pair arrives at our warehouse, we see that it doesn't meet the conditions above. In that case:
- We'll refund you the price difference you paid.
- The cost of the shipping label is not refunded, because it has already been used.
- We'll resend your original pair to your address.
That's why we ask for photos beforehand: to prevent this from happening.
What it costs
- €7 in mainland Spain and the Balearic Islands.
- €15 in Canary Islands, rest of Europe, and international.
These are deducted from the refund, or added to the payment if you need to pay a difference. They apply equally to exchanges and returns.
If the error is ours, you pay nothing. If we send you a different size or model than what you ordered, the exchange is on us.
Refunds
We issue the refund to the same payment method you used for the purchase, as soon as we receive the pair and confirm it matches the photos. The time until you see it in your account depends on your bank: usually between 3 and 10 business days.
Lane Club Points
The points you earned with an order are removed if you end up returning it. In an exchange, you keep them: the order remains active, only the pair changes.
If something isn't right with the pair you receive
Our verification process exists precisely for this reason: no pair leaves our warehouse without being checked piece by piece, and any noticeable defect means the unit won't be sent.
If you still receive something that isn't right, write to us at help@sneakerlanestore.com with your order number and photos of what you've found. We'll review it case by case and provide you with a solution. This is independent of the 14-day period and won't cost you anything.
