Terms & Conditions

We’re Neosneakers Limited (company number 10227436), a company registered in England and Wales. Our HQ is at Flat 2, 179 North End Road, London, England, W14 9NL.

When you shop with us (or access our services, apps and websites (our “Websites”)), these terms apply. They’re important for both of us as they set out what we expect from each other, and they also give you helpful info. Of course, if you need anything else, get in touch with Customer Care – we always love to hear from you!

We keep these terms updated and we amend them every so often, so remember to check back in before you shop, as the latest set will apply.

To shop with us, you need to:

  • be at least 16 years old;
  • have a credit or debit card that we accept (see bottom of page for details of current payment providers); and
  • be authorised to use that credit or debit card (e.g. it is in your name or you have permission to use it).

Just FYI, some of the goods sold through our Websites may not be suitable for under 18s.

When you place an order, you should receive an acknowledgement e-mail confirming receipt of your order. We then carry out a standard pre-authorisation check to make sure there’s enough money on the card.

We only accept your order once payment has been approved and we have debited the payment card (and then the contract is made based on these terms).

You may be able to cancel (not change) your order within a short period of ordering – timings depend on your chosen delivery method (and will be set out in the acknowledgement email). You can’t change your order – you’ll need to cancel (and/or return original item(s)), and re-order.

All orders are subject to availability and confirmation of the order price. Don’t worry, if there’s an issue with an order, we’ll get in touch with you.

Very occasionally, we may need to refuse or cancel an order or close or freeze an account (even if we have previously confirmed your order) – e.g. if we notice something unusual on an order or an account. If this happens to you and you think we’ve made a mistake, please don’t take offence – get in touch with Customer Care and they’ll be happy to speak to you about it.

There’s a lot going on here at Neosneakers HQ and from time to time our busy workers may price up or describe a product or promo wrongly. If we discover an error for any goods you’ve ordered, we will tell you ASAP and give you the option of reconfirming your order (at the correct price) or cancelling it.

If we can’t get in touch with you, we will treat the order as cancelled. If you cancel and you’ve already paid, we will refund you in full.

Prices include VAT (where applicable).

Depending on the value of your order or the delivery option or address you choose, delivery costs may also be charged (see below). Such additional charges will be clearly shown during the checkout process and included in the ‘Total Cost’.

Before you finalise your order, you’ll be given various delivery options to choose from with estimated delivery time and dates depending on the delivery address.

We work our socks off to try to meet all delivery times but sometimes there may be delays – e.g. because of postal/carrier delays, logistics or bad weather. We will keep you updated as much as we can and you should be able to track your parcel’s progress.

Get in touch with Customer Care if you have any issues or questions.

Returning a faulty or incorrect item?

If you’ve received an item which isn’t quite right, email us at [email protected] for more information on faulty products.

Want to exchange an item?

You can also exchange your item within 14 days, as long as the new item has the same product code as the original thing you ordered. If you want to exchange for a different colour, the price of both colours must be the same as the price at which you bought the original product.

You’ll know the new item has the same product code as your original, if the size or colour is available in the drop-down menu on the product page of the original piece you ordered.

If the item is sold out in the size or colour you have chosen, a refund will be issued to your original payment method.

If you want a different item, the item you want is sold under a different product code, or the item you want is a different price to the price at which you bought the original, you’ll need to return the unwanted item for a refund and place a new order.

Returning an unwanted item?

We get it, sometimes something just doesn’t work for you and you want your money back. Don’t worry, as long as an item is still in its original condition, we accept returns for free, subject to the rules below, which includes rules around Fair Use.

If you return an item requesting a refund within 14 days of receiving it, we’ll give you a full refund by way of the original payment method.

We aim to refund you within 14 days of receiving the returned item.

If you request a refund for an item during the above time frames but you can’t return it to us for some reason, please get in touch – but any refund will be at our discretion.

After that?

We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to you and ask you to cover the delivery costs.

Proof of postage

We strongly recommend you get proof of postage and follow our returns process. Our returns address is:

Flat 2, 179 North End Road, London, England, W14 9NL.

Original condition

All returned items should be sent back to us in their original condition together with the original packaging.

Footwear – only try on footwear on carpeted floors to protect the soles. They must also be returned with the original box (if any) and original any shoe or dust bags (if any).

All items are inspected on return. Of course, it’s fine to try an item on like you would in a store, but don’t actually wear or use it. When trying on clothing please be careful with the item (don’t use unnecessary force) and don’t wear make-up, perfume, cologne, deodorant or antiperspirant as these can mark and leave scents on the item.

If an item is returned to us worn, used, damaged or in an unsaleable condition, or where the above instructions have not been followed, we won’t be able to give you a refund and we may have to send it back to you. You may have to cover the delivery costs which we may do by deducting the relevant from any other valid refund due to you from the same or different order. Alternatively, we (at our sole discretion) may choose to reduce your refund to reflect any reduction in the value of an item.

Fair use

If we notice an unusual pattern of returns activity that doesn’t sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads then we might have to deactivate the account and any associated accounts. If this happens to you and you think we’ve made a mistake, please get in touch with Customer Care and we’ll be happy to discuss it with you.

If your account has been deactivated and you need to make a valid return, contact Customer Care. They’ll give you a returns label although you will be responsible for the cost of returning the goods to us.

Please note, we reserve the right to take legal action against you if the items you return don’t match what you ordered.

This doesn’t affect your statutory rights.

From time to time, we may give you Promo Codes that you can use to reduce the price of specified products. Remember, it’s up to you to enter the code at checkout!

Here are some key things to remember:

Each Promo Code has its own terms, which will be made clear at the time it’s issued to you (e.g. what products, single/multiple use, when it can be used etc).

If you’re given a unique Promo Code that is meant just for you (e.g. a student Promo Code) please keep it secret and don’t let anyone else use it or abuse it (e.g. don’t post it on social media). If we think there is or has been misuse of a Promo Code in any way (e.g. selling it or sharing it with others), we can cancel your Promo Code and/or suspend or even close your account without telling you.

We don’t like to do this, but if a Promo Code can’t run properly because someone or something is spoiling the fun for everyone – e.g. fraud, tampering, technical errors or anything else that is beyond our control that affects the running or fairness of the Promo Code – we can cancel, modify or suspend the Promo Code.

Occasionally things do go wrong and you may want to get in touch with us. If that happens, please contact our Customer Care team, who will work with you to resolve any issues you’re having with our services:

  • Email: [email protected]
  • Instagram: @neosneakers.co.uk
  • Post: Flat 2, 179 North End Road, W14 9NL London, England

We have the right to amend, remove or vary our services and/or any part of the Website (including our Ts&Cs) at any time.

These terms and our dealings with you are subject to English law and the exclusive jurisdiction of the English courts.