Frequently Asked Questions

KICKS CREW only sells brand new and authentic items. Our CREW makes sure each item that comes in excellent condition. Each item must be brand new and never worn and meets the 6 "No"s: NO scratches, NO oxidation, NO stains, NO dirt, NO fade, NO rips

Disclaimer: Product may vary due to photographic lighting sources or your monitor settings.

The maximum order quantity is 1 unit per order as items may come from different suppliers.

All orders are subject to availability, and item in check-out page is not reserved. For further details, please consult our Terms and Conditions.

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 is shipped.

Please note that a 15% cancellation fee of the total payment (including shipping) will apply, subject to approval. Please visit CONTACT US for cancellation request. However, it's important to keep in mind that cancellation requests are not guaranteed.

We currently do not offer a Best Price Guarantee or Price Matching policy. However, we value your feedback regarding product pricing competitiveness.

Our CREW guarantees all items sold are authentic. All items sold online are from authorized retailers.

You can learn it more on Assurance of Authenticity. 

We have made the shopping experience easier for our customers. You may place an order through our website or our mobile app (iOS or Android).

Some of the products are only available in men or women sizes. Simply select your size, and the system will automatically update to the equivalent size at checkout. Should you require assistance with sizing, we encourage you to refer to the size chart available on each product page.

If you need assistance, do not hesitant to CONTACT US.

If your order is canceled, you may still have the option to purchase the item, but please be aware that the item might not be available at the same price as your canceled order.

KICKS CREW is a is the global e-commerce platform for sneakers and apparel, offering the widest and authentic selections.

Launched in 2021 to make sneakers more accessible to all consumers, KICKS CREW firmly believes that every individual deserves their perfect pair, regardless of brand, price, style, size, or function.

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

KICKS CREW is online-based only, we do not have any physical stores at the moment.

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.

If you didn't receive a confirmation email, please ensure that the email address associated with your account is correct. You can also check your spam mailbox.

Alternatively, you can CONTACT US for further assistance.

You order might be canceled due to one of these reasons:

1. The product is not available or in stock.
2. Your billing information is incorrect or not verifiable.
3. Your order is flagged by our security systems as an unusual order or susceptible to fraud.
4. Your payment is not received within 7 days after the order is placed.
5. There was an error in the price displayed on the site.
6. We could not deliver to the address provided by you.
7. Events beyond our control.

For more information, please refer to our Terms and Conditions page.

Unfortunately, we do not offer gift receipts for orders at this time.

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

An import duty is a tax imposed by a government on goods brought into the country. Import duties are also commonly referred to as customs duties or tariffs. Please reach out to your local customs department or customs authority.

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.

We currently accept the following payment methods: Visa, Mastercard, American Express, Discover, JCB, Diners Club, Union Pay, Google Pay, Apple Pay, Affirm, Afterpay, Cash App Pay, and PayPal.

For US-based customers, we offer flexible payment options through Klarna, allowing for convenient installment payments.

Please note that payment methods may vary based on your location and the specific terms and conditions associated with each payment provider.

After the item has been returned to our warehouse and inspection is completed, please allow 3 - 5 business days for the refund to be processed back to your original payment method. Please note that processing times may vary depending on the payment method used. For more information on the exact return period, please contact your payment solution provider.

News about marketing campaign and event updates will be updated through various channels, including email, online promotions, and our social media platforms. To stay updated and ensure you don't miss out on these opportunities, subscribe to our email newsletter and follow us on social media. Keep an eye out for the latest coupon offers!

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The majority of our items adhere to US sizes. Given the varied sizing standards across brands and collections, please refer to the item's size chart located within each product listing. 

If you are in any doubt as to the size of any Product you require, we recommend that you CONTACT US prior to placing an order.

Please refer to the product listing. M stands for Men while W stands for Women.

Our site also provide an automatic conversion betweeen different size charts. Please refer to sample screenshot below:

For further clarification, you can engage with Customer Support team via CONTACT US.

After placing your order, if you notice any errors on the shipping details, please reach out to us via CONTACT US, and we'll gladly provide assistance.

We generally ship to most destinations under the DDU (Delivery Duty Unpaid) terms. This means that the prices shown on our site do not include taxes or duties, and customers are responsible for these charges. For more information, please refer to our Shipping Info page.

Sales Tax and VAT are determined based on the buyer's shipping address rather than their billing address. These taxes apply to all purchases of taxable items in applicable jurisdictions, even if the transaction occurs at a later date.

Tax rates may vary depending on the jurisdiction. Regarding Sales Tax, some states may include shipping fees in the calculation, while others may exclude them.

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 US if you have any problem tracking your order.

VAT stands for Value Added Tax. It's a consumption tax added to the value of goods and services at each stage of production or distribution. Businesses collect the tax on behalf of the government, and it's ultimately paid by the end consumer. It's also known as Goods and Services Tax (GST) in some countries.

Order processing times may differ based on size selection, quality control procedures, and seller fulfillment.

All items go through a rigorous authentication process by our expert team before they are dispatched. Tracking numbers are usually provided within 7 - 10 business days.

We offer worldwide shipping. Please visit our shipping info page to view the list of countries we ship to and the corresponding shipping fees. Should you have any questions, please do not hesitate to CONTACT US.

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

1. A request for exchange can be made within 7 days of the delivery date and subject to availability. 
2. CONTACT US and state the exchange reason and your desired size
3. A return and reship handling fee will apply
4. Any price differences will apply
5. The goods being returned must be unused and in their original condition, with the KICKS CREW tags attached.
6. Return address will be provided after the exchange application is confirmed by our team.

After the exchange request is confirmed by our team, return address will be provided via email. Customers must return the item to us within 7 days of receiving the return address, using the provided return tracking number.

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

^{** Products that are on Sale or Products in campaign activities, defect & quality issue items excluded.}

We are only allowed size exchange. Please refer to this FAQ for more information: CAN I EXCHANGE MY PURCHASE FOR A DIFFERENT SIZE?

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

To initiate a return, we require the holder of the original payment method to CONTACT US so that we can assist further.

If you are not satisfied with the goods you have received, you have the option to return them to us under the following return policy:

1. Return requests can only be made within 7 days of the delivery date.
2. A return handling fee of 15% of the total transaction payment will apply.
3. The buyer is responsible for all shipping fees involved (original shipping fee and return postage are non-refundable).
4. The goods being returned must be unused and in their original condition, with the KICKS CREW tags attached.
5. Refunds will be issued back to the original payment method only.

Please CONTACT US before returning any products.

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

^{**Returns will not be accepted if the products/boxes are damaged/not in their original condition, or if the tags are removed.}

^{**Sale items, products in campaign activities, defective, and quality issue items are excluded from returns.}

In case there are any concerns or issues with the product received, please CONTACT US within 7 days of delivery for further assistance and keep the product in its original condition.

*Please provide the unboxing video. Kindly capture the entire unboxing process, starting from the initial stages before unsealing the outer packaging. This video will serve as a valuable reference point for us to provide further assistance.

To update your personal details, simply log in to your account. Then, navigate to "My Account" located in the top right corner of the page. From there, click on the "Edit Profile" button, and you'll be able to modify your information as needed.

Please understand that this details change will not affect existing orders. If you need to change details on existing order or have questions, feel free to CONTACT US.

To view your orders, simply log in to your account. Then, click on "My Account" located in the top right corner of the page. From there, select "My Orders", and you'll be able to see a list of your recent orders along with their details. 

If you need further assistance or have any questions about your orders, don't hesitate to CONTACT US.

You can easily unsubscribe from our newsletter by clicking on the "Unsubscribe" button located at the bottom of any of our e-newsletters. If you encounter any issues or need further assistance, feel free to CONTACT US.

You can reach out to us through cs@kickscrew.com or fill in our CONTACT US form.

If you're signed in to your account, first sign out. Then, on the login page, click on "Forget Password". Follow the prompts to reset your password. If you've signed up using Google or Facebook Single Sign-On (SSO), you'll need to change your password through your Google or Facebook account settings. 

If you encounter any difficulties, feel free to reach CONTACT US.

The KICKS CREW Referral Program allows you to earn promotional reward coupons toward future KICKS CREW purchases by referring friends to become new users on KICKS CREW.

For more information, check out our KICKS CREW REFERRAL PROGRAM page.