Returns happen. We get it. Sometimes the fit isn't right, the color looks different in person, or you just change your mind. We're not going to make you jump through hoops or guilt trip you about it.
Here's how we handle returns at SneakersYard, explained like actual humans instead of a legal document written by robots.
The Basics
You've got 30 days from the date your order arrives to decide if you want to keep it. That's a full month to try them on, walk around your house, see how they look with your wardrobe, and make a real decision. We're not rushing you.
If you decide they're not for you, just let us know. Contact our support team through email (support@sneakersyard.com) or the contact form on our site. Tell us your order number and which pair you want to return. We'll send you instructions and a return label.
Condition Matters
This should be obvious, but we'll say it anyway: returns need to be in the same condition you received them. That means unworn outside, no dirt on the soles, no creases, no smell of actual use. Trying them on indoors is totally fine. Wearing them to the grocery store is not.
The original box needs to come back too, and it should be in decent shape. We know boxes can get a little worn during shipping to you, and that's fine. But if you've used it as a step stool or your cat destroyed it, that's a problem. Collectors care about boxes, and we can't resell a pair with a trashed box as new.
All original tags, extra laces, inserts, documentation, whatever came with the shoes needs to be included. Basically, pack it up like you're sending it to someone who expects a brand new pair, because that's exactly what happens next.
The Refund Process
Once we receive your return and inspect it to make sure everything checks out, we'll process your refund. This usually takes about five to seven business days from when the return hits our warehouse.
Refunds go back to whatever payment method you used originally. Credit card, debit card, whatever. We don't do store credit unless you specifically ask for it instead of a refund.
Your original shipping cost isn't refundable. You paid to get the shoes delivered to you, and that service was rendered. But if there was free shipping on your order due to a promotion or order minimum, that doesn't affect your refund. You get back what you paid for the product itself.
Return shipping is on you unless we messed up. If we sent the wrong size, wrong model, or if something arrived damaged or defective, we'll cover return shipping and make it right immediately. But if you just changed your mind or ordered the wrong size by mistake, the return shipping cost is yours.
Exchanges
We don't technically do direct exchanges because inventory moves fast, and we can't guarantee the size or model you want will be in stock by the time your return processes.
Here's what works better: return what you don't want, get your refund, then place a new order for what you actually need. It's faster and more reliable than waiting for an exchange process. Plus you can see real time availability before committing.
If you received the wrong item or a defective pair, that's different. Contact us immediately and we'll priority ship the correct item or replacement at no cost to you while you send back the problem pair.
Defects and Issues
If your sneakers arrive damaged, defective, or just not what you ordered, reach out right away. Send us photos of the issue. We'll handle it fast, usually within 24 hours.
Manufacturing defects are rare, but they happen. Glue issues, stitching problems, material flaws, anything that shouldn't be there on a new pair. If you catch it within 30 days, we'll replace them or refund you, your choice.
Damage during shipping, even though we pack carefully, can occasionally occur. Again, photos help us document it, and we'll resolve it immediately.
Lost or Stolen Packages
Once a package leaves our warehouse and tracking shows it was delivered, it's technically out of our hands. But we're not heartless. If your package goes missing or gets stolen, contact us. We'll work with you and the shipping carrier to figure out what happened.
We can't automatically refund or reship for delivered packages that disappeared, but we'll do what we can to help resolve the situation. File a report with the carrier, check with neighbors, contact your building management if applicable. If it's genuinely lost in transit before delivery, we'll handle it.
How to Actually Start a Return
Don't just ship something back without telling us. We need to know it's coming, match it to your order, and send you a return label if applicable.
Email us at our support address or use the contact form. Include your order number, the item you're returning, and the reason. We'll reply with next steps, usually within a few hours during business days.
Pack everything securely, use the return label we provide, and ship it back. Once it arrives and passes inspection, your refund gets processed.