Frequently Asked Questions
CONTACT US
Have questions ?
They might be answered in our FAQ.
We tried to cover just about everything you need to know.
You can also email us at: sneaker.sapiens@gmail.com
or fill in our contact form:
FAQ:
GENERAL
Q: Are you a legit and registered business?
Yes! we are a legit and registered online business since 2021. Our Australian Business Number (ABN) is 82420651175.
Q: Are you a consignment store?
No. All the sneakers, clothing, and accessories at Sneaker Sapiens are in hand and ready to ship.
Q: Are all your products authentic?
Yes. At Sneaker Sapiens we aim to provide all our customers with the guarantee that the products being purchased are 100% authentic and as described. We source all our products directly from In-store licensed retailers, online licensed retail stores, respected auction sites and trusted resellers. All items we sale go through an in-hand verification where we check the box, accessories, packaging, colour and size, the shoe tonge, toe box and quality of the leather, every logo, the label and lace loops, the stitching, glue and sole as well as the smell! This verification is completed across every product once in-hand before it goes out to you to make sure what you get is always authentic. You can rest assured you are getting the real deal!
Q: Are items listed here brand new or pre-owned?
All clothing and accessories are brand new unless state otherwise. We sell brand new/deadstock, to gently worn sneakers. All sneakers listed are classified based on their condition following the following criteria:
• New or Deadstock(DS): sneakers listed as New or Deadstock are brand new, unworn, and complete with original box including box lid, all the original lace(s), accessories (if any), and packaging. DS shoes that come without the original part(s), damaged boxes from shipping, and/or slight uncontrollable manufacturer flaws and imperfection will be mentioned in the description.
• Like New or Very Near Deadstock (VNDS): These sneakers are in near-perfect condition, with very little signs of wear, if any. VNDS shoes that come without the original part(s), damaged boxes from shipping, and/or slight uncontrollable manufacturer flaws and imperfection will be mentioned in the description.
• Lightly used: these sneakers are in great condition with signs of light wear and come with no major flaws. Apparent signs of light wear may include dirty bottoms, minor creasing, and minor drag.
• Used: Sneakers are very used condition and come with flaws / signs of wear. These flaws / signs of wear may include cracking, paint chips, considerable creasing, dirty bottoms or uppers, and considerable heel drag.
Q: How do I tell which items are used? Can I filter by condition?
Yes. You can filter by condition via the filter menu on the product listing.
Q: How do I know what sizing to buy?
Find your correct shoe and clothes size in the Sizing Guide here. If you are concerned about sizing, please feel free to Contact Us before your purchase. We will gladly provide you with the best information possible, but please note that comfort preferences vary for each person and by purchasing you agree that we are not in any way responsible if the size does not fit.
ORDERS & PAYMENTS
Q: Which methods of payments can I use?
We accept most major credit, debit cards including Visa, Mastercard, Discover, and American Express. We can also take payments via Paypal, ApplePay, as well as Afterpay. We do not accept cash, personal checks, money orders, or cash-on-delivery and cannot take orders over the phone or via email.
Q: What currency is used on this website?
The retail prices listed are in Australian Dollars. To view product prices in your preferred currency, go to the currency tab at the left corner of your screen and select your desired currency. Currency conversions are a guide only and may not be the exact amount you are charged when ordering. International card holders may have conversion fees applied to payments. Please contact your bank for information regarding International purchases.
Q: How do I know if my order was placed successfully?
After you place an order with us, you will receive an email notification to the email address you provided while placing the order. Please check your junk/spam folder in case our communication was filtered.
Q: Can I cancel or modify an order once it has been placed?
You may amend your order if it is still being processed. However, once your order has been processed, we’re unable to make any changes. To cancel or modify an order, please Contact Us as soon as possible to submit a request. We will do our best to accommodate your request, but we cannot guarantee it will be possible to modify/cancel your order in time. The faster you contact us the better.
SHIPPING & RETURNS
Q: Do you ship internationally? Will I have to pay customs duties or local taxes?
Yes, we ship worldwide. All international orders shipped to a country outside Australia may be subject to possible customs duties and local taxes. Please note that we are not responsible for custom duties relevant to your country. It is up to the customer to pay for them upon receipt of the goods.
Q: How long does it take to ship?
All items are typically sent next business day after your payment has been cleared. Please note we do not ship on weekends or public holidays. Once your order is fulfilled and on its way, we will send you a Shipment Confirmation email to confirm.
Q: How long will it take my order to arrive?:
A tracking number will be provided when the item is dispatched. The exact delivery time and the status of the parcel can be tracked with the assigned courier.
Q: How can I track my order?
With every order you will receive a notification email when we ship out your order. In that email there will be a tracking link.
Q: Do you offer insurance with your shipments?
​
Insurance is available with an extra fee at checkout.
Q: Do you accept returns/exchanges?
​
All sales are final. We do not accept returns or exchanges on change of mind purchases or accessories. We do not cover damage caused by accident during transit, improper care, negligence, normal wear and tear, or the natural breakdown of colours and materials over extended time and use.
In the rare event that the item(s) received is the wrong item/wrong size or is proven unauthentic, the purchase may be eligible for a return/exchange. Please be advised that exchanges are subject to size availability. To be eligible for return/exchange, the following requirements must be met:
​
-
You must contact us here within 48 hours of delivery with the details to request a return authorization. We will not accept any returns sent by post without prior written communication and valid return authorization. We reserve the rights to deny any returns at our own discretion.
-
The item must be unused/unworn and in the exact condition as when received.
-
All original product items must be included (box, tags, extra laces etc) and in the exact condition as received.
-
Return shipping must be completed within 48 hours once return eligibility is confirmed. The cost of return shipping for exchanges and other returns is at the customer's expense – this is non-refundable.
-
Return shipping must be by trackable express mail to be delivered within 10 days from shipment.
-
The item must be labeled as "Returned Merchandise" on the shipping form.
Q: My parcel has been returned to sender. What now?
​
In the event that the package was mistakenly addressed by us, the item will be re-shipped to you at our expense once it has been returned to our office. A new tracking number will be provided at that time.
​
​In the event of an package being returned to us ('return to sender') as a mistake of the customer, the package will be re-shipped at the customer's expense (actual shipping costs will be invoiced). If the re-shipping costs are not paid within 48 hours, the purchase price will be refunded minus original actual shipping costs. Please note it is the buyers responsibility to keep an eye on the tracking information and collect the item or schedule a redelivery if an attempted delivery had been made.