HOW DO I RETURN MY PURCHASE?
We’re here to help! Below is a step-by-step guide to our return process and policy. All return requests are reviewed and processed on a per item basis. To help us process your request quickly, please provide your order number and the SKU of the relevant item when contacting Customer Support. Return Window You must submit your return request within 14 days of delivery. How to Request a Return (Step-by-Step) Check Your Item: Before you start, please ensure your item is in its original, unworn condition with the KICKS CREW tags and any original tags still attached. The item must be in its original box or packaging. Please also keep your unboxing recording (showing the external packaging, shipping label, opening process, and the condition of the item upon receipt), as it may be required to review your request. Contact Customer Support First: Please CONTACT US (HERE) with your order number, and the SKU of the relevant item. Please note: Returns sent to us without prior approval will be rejected. Ship Your Item: Once your request is approved, we will provide instructions for returning the item to our warehouse. Costs & Fees To be fully transparent, here is the breakdown of the costs and refund method: Refund Method: Your refund will be issued as KICKS CREW store credit for you to use on a future purchase. Restocking Fee: A 15% restocking fee, calculated based on the purchase value of the returned item (including the item price, the original shipping fee, and any applicable sales taxes), will be deducted from your refund. Shipping Costs: The original shipping fee is non-refundable. Return Shipping Costs: You are also responsible for the shipping cost to return the item to us. Items Not Eligible for Return The following items are final sale and are not eligible for return: Trading Cards or Collectibles. Final Sale products, "$1 Deals", or Marketing Giveaways. Any item that is returned worn, damaged, with tags removed, or with a damaged original box.
HOW CAN I CHECK MY ORDER STATUS?
You can check your order status in the following ways: 1. KICKS CREW account: Log in to your account, go to My Account, and select Orders to view your order details. 2. Order Confirmation Email: Use the Check Your Order or Track Your Order button in your order confirmation email. As KICKS CREW is a global marketplace, items within the same order may be sourced and fulfilled independently by different retail partners. As a result: Each item is processed separately and may be subject to a different fulfillment timeline. Items may be shipped separately and, therefore, may arrive on different dates. A unique tracking number will be provided for each shipment once it has been dispatched. It is normal for some items within an order to be delivered before others. For more info, see the FAQ: WHY I DIDN'T RECEIVE A CONFIRMATION EMAIL?
WHERE IS KICKS CREW LOCATED?
KICKS CREW operates exclusively online and does not have any physical retail stores. We work with a global network of facilities that follow strict quality standards. Every item is carefully processed and inspected in line with our quality control requirements before being delivered to you. This allows us to provide a consistent and reliable shopping experience for customers worldwide, while ensuring all products are inspected and meet our quality standards before dispatch
ARE YOUR ITEMS AUTHENTIC?
Our products are sourced from verified retail partners and brands that meet our strict verification standards. Before your order is shipped, each item undergoes a thorough quality inspection process in one of our quality control centres to check its condition and compliance with KICKS CREW’s quality standards. Every order can also be traced back to the verified retail partner or brand that fulfilled it.
CAN I EXCHANGE FOR A DIFFERENT SIZE?
Yes! We offer a one-time size exchange for eligible items. All exchange requests are reviewed and processed on a per item basis. To help us assist you quickly, please provide your order number and the SKU of the relevant item when contacting Customer Support. Exchange Window You must submit your exchange request within 14 days of delivery. How to Request an Exchange (Step-by-Step) Check Your Item: Before you start, please ensure your item is in its original, unworn condition with the KICKS CREW tags and any original tags still attached. The item must be in its original box or packaging. Please also keep your unboxing recording (showing the external packaging, shipping label, opening process, and the condition of the item upon receipt), as it may be required to review your request. Contact Customer Support First: Please CONTACT US (HERE) with your order number, the SKU of the relevant item, and the new size you need. Please note: Returns sent to us without prior approval will be rejected. Ship Your Item: Once your request is approved, we will provide instructions for returning the item to our warehouse. Get Your New Size: After the returned item is received and passes inspection, we will confirm the availability of your requested size and proceed with the exchange. Costs & Fees To be fully transparent, here is the breakdown of the costs associated with an exchange: You cover: The return shipping fee (to send the original item back to us). The reshipping fee (for us to send the new size to you). Any price difference for the new size with applicable taxes and charges (we will request this via an invoice). Non-Refundable: The original shipping fee is non-refundable. Any discounts or promotional offers applied to the original item will not automatically carry over to the replacement item, unless otherwise stated. Refund (if available): If the requested size is unavailable, a partial refund will be issued per our Return Policy. Refunds, if applicable, will be issued in the form of store credit to your KICKS CREW account, which can be used toward future purchases. Items Not Eligible for Size Exchange The following items are not eligible for a size exchange: Final Sale items, "$1 Deals", or Marketing Giveaways. Trading Cards or Collectibles. Items that are returned worn, damaged, with tags removed, or with a damaged original box.
WHEN CAN I EXPECT TO RECEIVE MY ORDER?
We know you're excited to get your order! Your total delivery time is made up of two stages: Processing & Quality Inspection (7-10 Business Days): As a global marketplace, each item is sourced from a verified retail partner or brand and sent to our facility. It then undergoes a thorough quality inspection to check its condition and compliance with KICKS CREW’s quality standards before being dispatched Shipping & Delivery: Once an item completes the quality inspection process, it is dispatched to your delivery address. Delivery time depends on your location and the courier service. You’ll receive a shipping confirmation email with a tracking number as soon as your item is on its way. How Can I Check My Order Status? You don't need to contact us! The easiest way to check your order's progress at any time is by logging into your KICKS CREW Account or by using the order status link from your confirmation email. Important: Items in your order may be sourced and fulfilled separately by different retail partners. This means each item may be processed and shipped at different times, with separate tracking numbers provided once dispatched. As a result, items in the same order may arrive on different dates, and it’s normal for some items to be delivered before others.
HOW SHOULD I TAKE THE PHOTOS FOR MY RETURN/EXCHANGE REQUEST?
When submitting a return or exchange request, you are required to submit clear and complete photos of the item as outlined below: A. For footwear returns: A clear photo of both shoes, showing the original brand tag and two KICKS CREW tags attached. A clear photo of the original shoebox with the size label clearly visible. Sample: B. For apparel or other item returns: A clear photo of the product displaying both the original brand tag and the KICKS CREW tags attached. Sample: Please note: Requests submitted with unclear or insufficient photos may result in your request being rejected upon review by our team.
WHERE DO YOU SHIP TO AND HOW MUCH WILL IT COST?
We offer worldwide shipping to most countries. Shipping fees vary depending on your delivery location and will be calculated at checkout. You can also view the full list of available shipping destinations and fee details on our Shipping Info page. Please note that shipping fees are charged per item. If your order contains multiple items, shipping charges will apply to each item individually.
