FAQ
Product
Are your sneakers real/authentic?
100%. All of our items are legit checked by trained staff who have a process in which they mastered by experience within the sneaker industry. We have over 10 years of experience maintaining our authenticity when it comes to sneakers we buy, sell and trade.
What happens if my sneakers have a defect?
In the event you received an item with a defect or an issue - which is not likely, we will request that you submit photos of your item via email to info@shopcoolkicks.com with order number and date or purchase. Our fulfillment team will reach out with the next steps that will include you sending item back to us. Upon receipt of returned item we will process full refund to original form of payment.
What is considered as a “used” sneaker?
A "used" sneaker is an item that is pre-owned. That pre-owned item could've been worn by another person. The damages and condition are not poor. We do not sell non-wearable sneakers.
How does your sizing guide work? (Clothes and Sneakers)
Clothing sizes are standard, but also based on brand's identity.
Sneakers are true to size.
Can I size swap for a different size?
We do not do size swaps online.
Payments
What payment methods do you accept?
All forms of payment are accepted. We process payments online for Visa, Mastercard, American Express, ApplePay, GooglePay and PayPal.
What happens if my card declines?
If your desired form of payment declines, you must contact your bank. We will not process or fulfill orders without a confirmed payment.
Can I cancel my order?
If you would like to cancel your order, you must contact us via email info@shopcoolkicks.com prior to purchased item being shipped. We have a strict policy of all sales are final, but we may consider some instances in which we were at fault.
What kind of fee do you charge at checkout?
At checkout, you are charged plus tax for the item you purchased alongside shipping for most items - unless we announce event in which shipping is free.
Shipments
Do you offer worldwide shipping?
We ship worldwide. Everywhere that has a physical shipping address.
How do I track my order?
With each processed order, you will immediately receive USPS tracking information to your email with your order confirmation. You can use that number to track every step of confirmed order.
Can I expedite my shipping?
You can not expedite shipping. Our items ship within 2-3 days domestically and take up to 7 days for international shipping barring any issues with carrier.
What mail carrier do you use?
We use USPS for all of our domestic orders and DHL or FedEx for our international orders. You will be notified of which carrier when your order is fulfilled.
What happens if I receive the wrong order?
In the event you receive an order you didn't purchase, please reach out to us via email info@shopcoolkicks.com so we can have item shipped back to us with return label we will provide. You will then receive a full refund to original form of payment.
Returns
What is your return policy?
All sales are final. If your order is not correct, please email our customer service team at info@shopcoolkicks.com. Our team will discuss all options if we were at fault for processing order incorrectly.
Can I exchange my sneaker if they don’t fit properly?
All sales are final. We do not process any returns, exchanges, or size swaps for any online order.
What if my order is damaged?
In the event you received an item with a defect or an issue - which is not likely, we will request that you submit photos of your item via email to info@shopcoolkicks.com with order number and date or purchase. Our fulfillment team will reach out with the next steps that will include you sending item back to us. Upon receipt of returned item we will process full refund to original form of payment.