We strive to ensure a smooth shopping experience for all our customers. Please review our policy below for guidance on returns and refunds.
📦 Scenario 1: Lost Shipment
If your order does not arrive and tracking indicates a potential loss, please contact us promptly via WhatsApp or email.
Please note: International shipments involve multiple stages including flight transit, customs clearance, and local postal handling. Delays do not necessarily mean the package is lost. If you have concerns about your tracking status, contact us first for assistance.
Once loss is confirmed by the carrier, we will offer a full refund or reship the product at no extra cost.
🔄 Scenario 2: Damaged or Incorrect Product
If you receive a damaged item, or the wrong product/style/size:
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Provide a clear video showing the issue.
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We will compare it with our quality check records and shipping photos. If the error is on our end, we will promptly arrange a refund or replacement.
📮 Scenario 3: Change of Mind / Personal Reasons
For returns due to personal preference (e.g., wrong size selected, change of mind, incorrect address provided):
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Send a video of the unused product for preliminary inspection.
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If approved, ship the product back to our designated return address.
Please note: Return shipping and any applicable customs fees are the customer’s responsibility. Estimated cost ranges between $50–100 USD. -
Provide the return tracking number.
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Once received and verified to be in resalable condition, we will process a refund or exchange based on the actual product condition.
For any questions, reach out via WhatsApp or email. We’re here to help.
- WhatsApp: +44 7927522951
- Email: service@emsneakers.vip
EM Sneakers — Quality, Fairness, Trust.