We’re really sorry if this happens. Every item goes through a strict verification process, and we take quality issues very seriously. We’ll do our best to resolve it quickly for you.
To help us investigate and resolve the issue, please follow the steps below:
Step 1: Contact Us First (required)
Before you do anything else, please CONTACT US (HERE) right away.
Important: We cannot accept or process any return or replacement unless it has been authorized by our support team.
Step 2: Contact Within The Timeframe
You must report the issue within 14 days of delivery.
Step 3: What to Include in Your Message
To help us investigate and approve your resolution, please provide the following in your first email:
- Your order number
- The SKU of the relevant item
- Clear photos showing the defect or incorrect product
- A complete unboxing video. This is required for our team to investigate the issue with our partners. The video must be continuous and start before the outer package is unsealed, showing the entire unboxing process.
Step 4: Next Steps
Once we receive your request and supporting materials, our team will review the case and get back to you with the next steps.
While we review your case, please keep the item in its original, unworn condition with all KICKS CREW tags and packaging intact.
For certain older sneaker models, natural aging of materials may occur over time. This is not considered a manufacturing defect, but a normal effect of age even if the item is unworn.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article