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.
 

Simply log in to your account to view the latest status. 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. Also once the order is shipped, you will receive an email with the tracking details so you know when to expect the delivery.

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.

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.  

We're sorry that once the order has been placed, we cannot 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 by messaging us on our website 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.

We're sorry to hear that the item did not meet your expectation. Please contact our customer service team so we can look into further details for you.  

Shipping

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

Simply log in to your account to view the latest status. 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. 

Once the order is shipped, you will receive an email with the tracking details so you know when to expect delivery.

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.

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

Every item at KICKS CREW goes through a rigorous authentication process by our expert team. Tracking number are usually provided with 7 business days, varies on arrangement of an order.

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.

We ship to most destinations on a DDU (Delivery Duty Unpaid) basis. This means that the prices displayed on site are exclusive of all taxes and duties and customers will be responsible for those charges. Please refer to our Shipping info page for more details. 

Sales Tax and VAT will apply based on a buyer’s shipping address rather than a buyer’s billing address. These taxes will apply to all purchases of taxable items for applicable jurisdictions, even for current offers that are completed at a later time.

Applicable tax rates may vary by jurisdiction. For Sales Tax purposes, some states may include shipping fees in the calculation of Sales Tax while other states may exclude shipping fees.

Please note that we have facilities around the globe and the item must go through our quality control process at the facility. Therefore each order must be fulfilled with our KICKS CREW standard before being dispatched.

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.