You have the right to cancel your order before it has been shipped. To cancel an order, please contact our customer service team as soon as possible. Once your cancellation request is received and processed, we will issue a full refund to your original payment method. Please note that if your order has already entered the shipping process, cancellation may no longer be possible, and you will need to follow our standard return procedure after receiving the item.
Refunds for cancelled orders are typically processed within 3-5 business days, though it may take additional time for the funds to appear in your account depending on your financial institution's processing times.
We accept returns within 30 days of the original purchase date. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging with all tags attached. You must also provide proof of purchase, such as the original receipt or order confirmation email.
To initiate a return, please contact our customer service team to obtain a Return Merchandise Authorization (RMA) number. Items returned without an RMA number may experience processing delays or may not be eligible for refund. Once your return is approved, you will receive instructions on how and where to send your package.
Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped or defective product). We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 10 business days.
Please note that shipping costs are non-refundable unless the return is due to our error. If you received a discount on your original purchase, the refunded amount will reflect the discounted price paid.
Depending on your financial institution, it may take additional time for the refund to appear in your account after we process it. This typically ranges from 3-10 business days for credit card payments and may be longer for other payment methods.
If you haven't received your refund within the expected timeframe, first check your bank account again. Then contact your credit card company or payment provider, as it may take some time before your refund is officially posted. If you've done this and still have not received your refund, please contact us with details of your purchase and refund request.
For payments made via bank transfer, please ensure you've provided us with the correct account details for your refund. We cannot be held responsible for refunds sent to incorrect accounts due to customer-provided information errors.
If you have any questions about our Return & Refund Policy, please don't hesitate to contact us:
Company Name: xsneakerstorettpssy GmbH
Address: Landstraßer Gürtel 45, 1030 Wien, Austria
Phone: +43 1 4897563
Email: [email protected]
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM Central European Time, excluding public holidays. We strive to respond to all inquiries within 24-48 hours during business days.
