Customer service

Welcome to Sneakersnstuffs customer service!

Here you can read all you need to know about delivery terms, payment options, how to make returns and much more. Just use the manu below.

Contact us

To contact us please click the small question mark in the lower right corner.


You can also check our FAQ section


If you contact us due to questions about your order, please include your order number or web reference number. If you are looking to cancel your order, please type in the subject ”Cancel” followed by your order or web reference number.


Company Information

Legal name: Sneakersnstuff AB

Address: Östgötagatan 11B, 11625 Stockholm
, Sweden
VAT-number: 556586-3528

Phone: +46 (0)8 743 03 22
Email: [email protected]

Phone hours: 10.00 am - 17.00 pm GMT+1


FAQ - Frequently Asked Questions

tip: you can use CTRL+F (Windows) or CMND+F (Mac - OS) to search for specific terms in this page




















Are your products authentic?

All products sold on our website and in our stores worldwide are 100% authentic. We do not use any middle men and receive all our products directly from the brands we sell. You can find more information about our company and the two founders, Erik and Peter, here.

Will you be getting more stock?

We always try to restock popular products, it all depends on if the brands have any stock to provide us with. When it comes to limited releases however we normally don't get restocks.
If you sign up to our newsletter you'll be the first to know about any re-stocks and other useful release information. You can also follow us on Facebook, Twitter and Instagram for daily updates.


Are all products online actually in stock?

Yes - all the products shown on the website are in stock in either our Central Warehouse or one of our stores. We have a fulfilment rate of 99%. In the unlikely event that a product you have ordered is out of stock you will be notified of this by our Customer Service team via e-mail and refunded immediately.

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Can I cancel my order?

If you are looking to cancel your order then send us an e-mail on [email protected], please type in ”Cancel” in the subject section followed by your order number. Bare in mind we can not guarantee that your order will be cancelled if you send us a cancel request, however if your order hasn't been processed by the time we handle your cancel request we're normally able to cancel it.


Do I need an account to place an order?

No, you do not need an account to shop at Sneakersnstuff.
If you have not purchased from us before, an account will be automatically created and a password will be sent to the e-mail address you entered. Use your account to keep track of your order and to save you from entering your shipping information the next time you shop with us.
Please note that we do not share your information in any way and your password is well encrypted and will never be shown to us. No newsletters or promotions will be sent to your e-mail unless you allow us by ticking the newsletter box at your profile.


How do I track my order?

When your order has been dispatched from our warehouse you will get a shipping confirmation e-mail with your tracking number.
You can also log in to your SNS account on our website and go to the ”My Site” section, there your order will be updated with a tracking number.
Please bare in mind that if the delivery method selected by yourself was UPS Access Point the order will not be delivered to the address you entered but to a UPS Access Point near your delivery address.


Why did you cancel my order?

There can be various reasons to why an order gets cancelled. The most common reason is that the product you have ordered wasn't actually in stock and should not have been available on our website. If we have to cancel an order we always send an e-mail explaining why it has been cancelled. If you by any chance haven't received an e-mail with an explanation after your order has been cancelled then please contact our Customer Service on [email protected].

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Why can’t I access the raffle page?

Some product releases are restricted by brands to particular countries or cities and our raffle pages are then restricted by IP address to match that.


I see an error after the payment details page - why this?

1 - We cannot authorise your payment method due to fraud flags. Please check the billing information matches your payment method. Please check your bank is not stopping the authorisation check.

2 - An entry has already been made with details that have been associated with you. Either you have already entered, or someone who has been linked to you has already entered. You would only be linked to someone else if you have both used the same payment method previously.


I cannot get to the payment details page - what to do?

If you cannot get to the payment details page, make sure you are not using autocomplete to enter your data.


Do you contact me if I haven’t won?

We generally only contact raffle winners via email.


When do you contact winners?

All information regarding when the raffle will be drawn and winners informed will be posted on our Instagram and Twitter profiles @sneakersnstuff . Winners are contacted at the email address provided.


What do you do with unpicked up pairs?

This depends on the number of pairs and any terms provided by the brands. We do not release unpicked up pairs on general release.


I have a notification from my bank - have I won?

Only receivers of a winner email have won. As part of our winner drawing process for online entrants we check that we are able to charge funds against the payment method provided. If this is denied by the bank then this entrant is not selected as winner.


Why do you need payment information for in-store pick up?

We are always striving to have the fairest raffle system. Requiring entrants to put in payment information is our best way to stop people creating duplicate entries. We only check that it is a valid payment method. Nothing is charged.


How do I pay if I win?

If you entered for the online draw then if you win your payment method will be checked for funds when we draw the winners and then charged when we ship the shoes (generally 1-3 days after raffle draw).
If you entered for store pick up then you will pay in store. You do not have to use the same method as you entered the draw with.


What happens if I don't pick up what I've won in a raffle?

If you win and fail to pick up you will be charged a 15 USD (or local currency) equivalent processing fee.


What issa raffle?

A “raffle” is our process for handling the release of shoes where the number of people who want to buy the shoes far exceeds the number we have to sell. In order to make the process as fair as possible we run a raffle where we randomly pick a number of people to be able to buy the shoe.

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What currencies can I pay in?

The currencies you are charged in are based on the country you're ordering from.

Country Currency
Sweden Svenska Kronor
Denmark Dansk Krone
United Kingdom British Pound
European Union Euro
Rest of world United States Dollar


Which payment methods do you accept?

We are working with Adyen which allow us to offer you a vast majority of the payment methods currently available. The payment methods that are available in your country will be listed at the checkout step.

These are our main payment methods
VISA/MasterCard All countries
PayPal All countries
American Express All countries
Maestro United Kingdom
Discover USA, Canada
Cartes Bancaire France
JCB Japan
Sofort Germany
Dankort Denmark
SEPA Direct Debit All SEPA countries
Klarna Invoice Sweden, Finland, Denmark
Klarna Part-Payment Sweden, Finland, Denmark
Rest of world United States Dollar

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Which courier will delivery my order?

Orders to Sweden will be delivered with Schenker Privpak.
Track your order here
Orders to the rest of the world are delivered with UPS.
Track your order here


How much is delivery?

You can find all the information you need regarding shipping costs via this link


How long does deliveries take?

We always try to ship your order within 1 business day from that you've placed it. Usually if you place your order before 09.00 AM GMT+1 we will ship it the same day, this is however not a guarantee. Orders placed on weekends and holidays will be shipped the next business day.

You'll normally receive your order within these time frames (counted from the first business day after you placed your order):

  • Sweden: 3-5 business days
  • Europe: 2-6 business days
  • Rest of the world: 5-10 business days

Do you deliver to my country?

We ship to most countries in the world. However due to different circumstances there are some countries that we don't ship to.

You can choose what country you want your order delivered to at the Check Out section after you have added a product to your cart. If we don't ship to your country it will say "Unfortunately, we are not shipping to your country at the moment."

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How do I return or exchange my order?

Shipping on returns that aren't faulty is to be arranged and paid for by the customer, in accordance with our terms for returns. Please fill out the returns form that comes with your order and enclose it with your return. It's very important that the returns form is enclosed, otherwise we will not be able to process the return (if you haven't received one you can download it from the Customer Service section on our website). Then pack your goods so that they are protected and if you're returning shoes then please remember not to damage the shoe box with tape, writing, shipping labels etc.


Notice: if you are signed up, you can get access to free returns via PayPal. For more information please see here


We will contact you via e-mail as soon as we've processed your return.


Our returns address is:


Box 147
123 23 Farsta

How long will it be before I get a refund?

We will process your return ASAP after we have received it. Depending on the current volume of returns being processed this can take up to 2 weeks.

You will receive an e-mail from us as soon as your return has been processed and depending on your bank/choice of payment, your refund will be made available for you within a few days.


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How do I unsubscribe from the newsletter?

If you no longer want to receive the latest news from Sneakersnstuff just click the unsubscribe link in the bottom end of the e-mail.

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Our stores

Sneakersnstuff New York

Sneakersnstuff NYC is located in the heart of New York’s Meatpacking District on 22 Little West 12th Street and opened its doors in December 2017. The 3500sqf space is home to the store and an adjacent bar, scheduled to open to the public and for special events in 2018.

Follow SNS NYC on Instagram for the latest product releases, stories from the store and more @sneakersnstuff_nyc.

22 Little West 12th Street NY
NY 10014

Opening hours
Monday - Friday: 11.00 - 19.00
Saturday: 10.00 - 19.00
Sunday: 12.00 - 18.00


Sneakersnstuff Berlin

Sneakersnstuff Berlin opened on November 9th , 2016 on Schönhäuser Allee 6/7 – formerly the White Trash restaurant. The 3000sqf space hosts a great selection of sneakers, streetwear and product as well as a nightclub and space underneath the shop for events and special projects.

Follow Sneakersnstuff Berlin on Instagram here @sneakersnstuff_berlin.

Schönhauser Allee 6-7
10119 Berlin

Opening hours
Monday - Saturday: 11.00 - 20.00
Sunday: Closed


Sneakersnstuff Stockholm

Sneakersnstuff Stockholm – the first SNS store – opened its doors on Åsögatan 124 in 1999. For up to date product releases, events or daily updates check out the store on Instagram @sneakersnstuff_sthlm or
come by for a visit here.


Åsögatan 124
116 24 Stockholm

Opening hours
Monday - Friday: 11.00 - 18.30
Saturday: 11.00 - 18.00
Sunday: 12.00 - 17.00


Sneakersnstuff London

Sneakersnstuff London opened up in 2014 and is located at 107-108 Shoreditch High Street in East London. Come visit us here or follow the store on Instagram @sneakersnstuff_ldn for the latest news on product releases.

107-108 Shoreditch High Street
E1 6JN London
United Kingdom

Opening hours
Monday - Fredag: 11.00 - 19.00
Saturday: 10.30 - 18.30
Sunday: 11.00 - 17.30


Sneakersnstuff Paris

In November 2015 we opened up Sneakersnstuff Paris at 95, rue Réaumur in the 2nd arrondissement. Stay up to date on all things related to SNS Paris via Instagram here @sneakersnstuff_paris or come by and visit us.

95, rue Réaumur
75002 Paris

Opening hours
Monday - Saturday: 11.00 - 19.00
Sunday: Closed

Payment options

Credit/Debit Card

At the moment you can use VISA, MasterCard or American Express when shopping at Sneakersnstuff. We do not charge any additional fee when paying with card.

DIBS protects your information
We are working with DIBS who is one of the leading companies in Scandinavia for secure payments.

3D Secure (Verified by VISA or MasterCard SecureCode)
DIBS Payment Services are using 3D Secure which adds an additional layer of security when using credit or debit card online.

Klarna faktura


Pay after you recieved your order with Klarna invoice. Payment time is 14 days.

Klarna invoice is available to customers living in Sweden, Finland or Denmark.

No additional fee within Sweden. Invoice fee of 5 € withing Finland and 50 DKK in Denmark.


Klarna julkampanj

Klarna julkampanj (Sweden)

Shop now and pay by the end of January 2017 at 0% interest with Klarna julkampanj.

A fee of 29 SEK is added to your invoice.


Klarna konto

Part payment with Klarna konto

Split your payment when shopping at Sneakersnstuff. All purchases are collected on your account and pay at least 50 SEK/month (Finland: 9 €/month, Denmark: 89 KDD/month) or 1/24 of the total amount on your account.

Klarna invoice is available to customers living in Sweden, Finland or Denmark.

Administrational fee and interest is added.




A very easy and secure way of using your credit- or debit card online. To use this payment option you need a PayPal account. Get it for free here.

We do not charge any additional fee when paying with PayPal.


We accept payment in different currencies. The currency is based on the delivery address at checkout.

Sweden: Swedish crown (kr)
Denmark: Danish crown (Dkr)
Great Britain: Pound Sterling (£)
Europe: Euro (€)
Rest of world: US Dollars (US$)


We have a money-back-within-30-days policy. Meaning your have 30 days to return your item for a full refund.

PayPal free returns
If you are signed up, you can get access to free returns via Paypal. Please see here

Your order comes with a return form and a return shipping label when you receive your goods. Fill out the return form with the information needed. Place the return form inside the package. If there is no return shipping label in your order, contact us and we will send you one. Wrap your goods, place the return shipping label on the package and leave the package at the same place where you picked it up, or at any Schenker Privpak delivery point.

Remember that the shoe box is part of the goods. Should we get back a damaged box we will charge you a fee of 300 kr. If you return used or damaged goods we cannot accept your return. We will send you an email when we receive your return and refund has been made, or when we have shipped your exchange order.

We need to see your item in order to determine whether there is a complaint or not. Please contact us and we will send a return note and a return shipping label. Please note that we do not replace shipping costs that you have paid for.

In case of a refund, you get the money back in the same manner as you paid. Would you have paid COD, we need your bank account details in order to send you your money.

Remember that we are not refunding any shipping or handling charges.


Outside Sweden
Your order comes with a return form when you receive your goods. Fill it out with the information needed. Would there be no return form included, you can write down your order number, what you want to exchange/return and your contact information. Wrap your goods so that they are protected.

Send to:
Box 147
123 23 Farsta
Ph. +46 (8) 743 03 22


In case of a return you pay for shipping to us. And in case you want to exchange something, we will pay for shipping the exchanged item back to you. Remember that the shoebox is part of the goods. Should we receive a damaged box we will charge a fee of 40 euros. If your return used or damaged goods, we cannot accept your return. We will send you an email when we receive your return and refund has been made, or when we have shipped your exchange order.

When a refund, you get the money back in the same manner as you paid. Would you have paid on a COD / COD, we need your bank account details to pay you your money.

Remember that we are not replacing any shipping charges or bill charges.

You have the right to file a complaint against manufacturing defects for 3 years. However, it is not always easy to determine what is a manufacturing defect and what is wear and tear. We need to see your merchandise in order to determine whether there is a complaint or not. Please contact us and we will send a return note and a return shipping label. Please note that we do not replace shipping costs that you have paid for yourself.

We follow Swedish laws and regulations. If you would like to learn more about that, visit We will comply with the Consumer Complaints Board's recommendations in case of a dispute

Misdirected goods
This should of course not happen - but if we were to send you wrong item - or that the package gets stuck somewhere along the way between us and you we will do our utmost to resolve the situation as quickly and smoothly as possible. However, we reserve the right that during weekends or holidays we cannot fix any errors that lies with one of our partners.

Shipping & handling

We will always try to ship your order within 1 to 5 business days from that you've made your order. Usually If you make your order before 09.00 am GMT+1 we will ship it the same day. Orders placed on weekends and holidays will be shipped the next business day.


Please note:

  • Due to an increased volume of orders during particular releases, sales or holidays, the handling of your order may take a few days extra. We are doing our best to get all orders out as soon as possible.
  • Orders containing 6 or more items may be shipped using another service than listed below.


Most orders within Europe will be shipped with UPS.


Estimated delivery time: 2-6 working days.

Destination UPS Access Point* Standard Shipping Free delivery
Austria 7 EUR 10 EUR 100 EUR **
Belgium 7 EUR 10 EUR 100 EUR **
Cyprus n/a 25 EUR 250 EUR
Denmark n/a 50 DKK 1000 DKK
Finland n/a 7 EUR 100 EUR
France 7 EUR 10 EUR 100 EUR **
Germany 7 EUR 10 EUR 100 EUR​ **
Iceland n/a 25 EUR 250 EUR
Italy 12 EUR 15 EUR 150 EUR **
Luxembourg n/a 7 EUR 100 EUR
Malta n/a 25 EUR 250 EUR
Netherlands 7 EUR 10 EUR 100 EUR **
Norway n/a 25 USD 250 USD
Poland n/a 15 EUR 150 EUR **
Spain 12 EUR 15 EUR 150 EUR **
Sweden n/a 60 SEK 698 SEK
Switzerland n/a 25 USD 250 USD
United Kingdom n/a* 7 GBP 100 GBP **
Rest of Europe n/a 12 EUR 150 EUR

* Depending on the UPS Access Point coverage in your country your package may be delivered to your home at no additional charge.


** Free shipping using UPS Access Point

n/a* At the moment we can not ship with Access Point delivery to the UK due to a system malfunction, meaning there's no free shipping to the UK. We're working on a solution and hope to have it solved ASAP. Apologies for any inconvenience.


Please note: We cannot deliver to PO Box addresses.



For orders outside of Europe your order will be delivered by UPS.


Estimated delivery time: 5-10 working days.

Destination Standard Shipping Free delivery
Australia 50 USD 600 USD
Canada 10 USD 300 USD
Hong Kong 50 USD 600 USD
Japan 50 USD 600 USD
New Zealand 50 USD 600 USD
United States 10 USD 175 USD
Republic of Korea 25 USD 500 USD
Rest of World 75 USD Not available

Please note: We cannot deliver to PO Box addresses.