FAQ

Is Kicks-Crew legit?

100% YES, WE ARE!

We only import from authorized and licensed suppliers who are mainly based in Europe and the United States, and occasionally, from other countries, like Canada, Japan, Singapore and so forth.

Where do you ship to and how much will it cost?

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.

Where are your products shipped from?

All orders are sent out from Hong Kong since we are based in here.

How do I track my order?

A tracking number will be provided to your 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.

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

Why hasn't my order shipped out?

The processing time of an order varies owing that stock might need to be transferred from another warehouse. Please reach out to our customer service team for more precise updates.

How can I cancel the order?

If you have changed your mind about your purchase, you have the option to cancel it given that the order has NOT been shipped out.

Please message us on our website or send us an email at [email protected] for the cancellation request.


Note that there will be a cancellation fee - 15% of the total payment (shipping included) for all cancellations.

Will I be able to exchange my purchase? (Only applicable for size exchanges only)

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) and the return address will be provided after the exchange is confirmed by our team.

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

Can I return my purchase?

If you are not fully happy with the good(s) you received, please let us know within 7 days of the delivery date. Returns will only be accepted granted that the good(s) is in its original state and with the Kicks-Crew tags attached.

Please take note that you will be responsible for the return shipping fee.

Once the item(s) is returned to us successfully, you will be entitled to a refund, 85% of the product price, because the initial delivery fee and restocking fee (15% of the product price) will be deducted from the transaction amount.

Please contact our customer service team before returning us any product(s).

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

Do I need to pay for any customs fees?

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.

Can I order more than 1 item?

The maximum order quantity is 1 piece per order due to the recent courier's restrictions. We are sorry for the inconvenience caused.

Does free-shipping promotion apply to all countries?

Only orders delivering to the USA and Asia region can enjoy our free-shipping promotion.

*Countries / Cities included: USA, China, Hong Kong, Taiwan, Singapore, Malaysia, Brunei, Indonesia, Macau, Vietnam, Thailand, Philippines

What does "New + Defect" mean?

If you would like to get a pair of brand new but defective shoes at a lower price, please select the size option with "New + Defect" and place an order. Our customer service team will send you the defect details by email.


If you are not happy with the defects after reviewing the condition of the shoes, we can fully refund your order.


Please be rest assured that the defective shoes are all brand new and unused.Please also understand that we can only provide images of the shoes after an order is made.

Do you have a retail store?

Our retail store has ceased operation on December 21, 2020. You are welcome to shop online at our website in the meantime.

What is the currency? Can I change it?

All products are listed in USD only and the exchange rate may vary depending on your payment methods.