WHAT IF I RECEIVE A DEFECTIVE OR INCORRECT PRODUCT?

We are so sorry for this. We take our quality and verification process very seriously, and we know how frustrating it is when a mistake happens. Please let us help you make this right immediately.

Here is a step-by-step guide to resolving this as quickly as possible:

Step 1: CONTACT US First (This is Required)

Before you do anything else, please CONTACT US (HERE) right away. Please note: We cannot accept or process returns that have not been authorized by our support team.

Step 2: Check Your Return Timeframe

• Special Holiday Policy: Because it's the holiday season, orders placed between November 14, 2025, and December 31, 2025, have an extended window. You can make a claim anytime before January 15, 2026.
• Standard Policy: For all other orders, you must contact us within 14 days of your delivery date.

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.
• Clear photos of the item, showing the defect or the 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: What to Do Next

Once we receive this information, our team will review it and get back to you with the next steps for a return or resolution. While you wait, please keep the item in its original, unworn condition with all KICKS CREW tags and packaging intact.

For some older sneaker models, please be aware that natural aging of materials can occur over time. This is not a manufacturing defect but a common result of age, even if the shoes are unwworn.

Holiday Notice: It's our busiest season! This means all requests may take a little longer to process. We truly appreciate your patience and are working hard to resolve this for you as quickly as possible.