Frequently Asked Questions

Shopping

KICKS CREW is the global e-commerce platform for sneakers and apparel. We have the widest selections and authenticity is guaranteed.

Founded in 2008 by a crew of enthusiasts aiming to make sneakers more accessible to all consumers, KICKS CREW is a reminder that there's a pair for everyone, regardless of brand, price, style, size, and function.

Now established as one of the most trusted and seamless e-commerce marketplaces for sneakers and expanding into apparel and accessories, the platform offers over 400,000 unique styles online and ships worldwide.
Learn more at Our Mission. 

All KICKS CREW merchandise are authentic, guaranteed.

Learn more about our Assurance of Authenticity

KICKS CREW only sells authentic items in an unworn and in pristine condition. 

The maximum order quantity is 1 unit per order. 

There might be customs or import duties involved and the charges are determined by the Customs office of the country of delivery.

If the fees are applicable, please note that they are not included in the payment made and you will be billed directly by the courier in the designated country.
 

A tracking number will be sent to you via email once the order is shipped.

You can trace your parcel by visiting the courier's online tracking system and please note that it might take up to 24-48 hours for the courier to update the shipment status after the order is picked up.

You can also utilize the Order Status link in your order confirmation email to keep track of the order as it moves along our processes.

Please contact our customer service team if you have any problem tracking your order.
 

Yes, size exchange is available under the condition that the item(s) is unused and still have the KICKS CREW tags attached.

A request for exchange can be made within 7 days of the delivery date. Please state the exchange reason and your desired size when contacting our customer service team.

Please be mindful that the buyer is responsible for all shipping fees (return & reship) plus the price difference for the size change and the return address will be provided after the exchange is confirmed by our team.

Once the exchange request is accepted by our team and the return address provided through email, customers must return the item back to us within 7 days with the return tracking number provided.

**Return of goods will not be accepted if the products/ boxes are damaged/ not in their original condition, or if the tags are removed.
 

Gift purchase or gift receipts are currently not supported on our site.  

Once the order has been placed, we are not able to amend the order details. However, If you have changed your mind about your purchase, you have the option to cancel it before the order was shipped out by message us on our website or send us an email at cs@kickscrew.com for the cancell ation request.

Please note that cancellation request is not 100% guaranteed and there will be a cancellation fee - 15% of the total payment (shipping included) for all cancellations.

Please send the photo of the product you received to cs@kickscrew.com so our customer service team can look into further details for you. 

Shipping

Please visit our shipping info page for the countries we ship to and shipping fees.

If your country is not on the list, please contact our customer service team for more information.
 

We have facilities around the globe and each one has been set up to comply with KICKS CREW’s standards. All items go through our quality control process and are subject to our Assurance of Authenticity . 

A tracking number will be sent to you via email once the order is shipped.

You can trace your parcel by visiting the courier's online tracking system and please note that it might take up to 24-48 hours for the courier to update the shipment status after the order is picked up.

You can also utilize the Order Status link in your order confirmation email to keep track of the order as it moves along our processes.

Please contact our customer service team if you have any problem tracking your order.
 

The processing time of an order varies as your item may need to be transferred to our central processing facility. Please allow 5-10 working days for orders to be processed at our central processing facilities before dispatched. 

You have the option to cancel the order given that the order has not yet been shipped out (tracking number not yet updated).

Please contact us for the cancellation request.

Please note that cancellation requests is not 100% guaranteed and there will be a cancellation fee - 15% of the total payment (shipping included) for all cancellations. Refund will be issued back to the original payment method only.
 

Once the order has been placed, we are not able to modify your shipping address.

However, if you believe that there has been a typo or missing information in the shipping address, please contact us and we will be happy to assist.

Pricing

We currently do not have a Best Price Guarantee or Price Matching policy.

However, we do welcome any feedback on certain products being priced uncompetitively.


Please contact us and we will be happy to assist further.

Returns & Exchanges

If you are not satisfied with the good(s) you have received, you have the option to return the goods to us under the following return policy.

- Returns request will only be accepted within 7 days of the delivery date.

- There will be a return handling fee which is 15% of the total transaction payment.

- The buyer will be responsible for all the shipping fee involved (original shipping fee and return postage are non-refundable).

- The goods being returned must be unused and in their original condition with the tags attached.

- Refund will be issued back to original payment method only.

Please contact us before returning us any product(s).

Once the return request is accepted by our team and the return address provided through email, customers must return the item back to us within 7 days with the return tracking number provided.

** Return of goods will not be accepted if the products/ boxes are damaged/ not in their original condition, or if the tags are removed.
 

At the moment, we're unable to offer an exchange or refund to the gift recipient.

To return your purchase, we'd need the holder of the original payment method to get in touch with us so we can assist further.

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