CUSTOMER SERVICE & OTHER POLICIES
Shipping & Returns/Exchanges
Statement of Liability - It is the Responsibility of our customers to review and understand our strict shipping and returns policies when making purchases.
Please understand that you must follow the protocols listed below for all online sales through Sneaknstore.com
If you have any questions regarding our shipping and returns policies, feel free to send an email to firstname.lastname@example.org!
Sneakn processes (pick/pack and dispatch) same day OR no later than 3 business day(s) after the order is received and paid. Unless the order has PREORDER items on it and therefore the full order will be sent once the PREORDER item(s) have arrived to the Sneakn facility and an update will be given to the Consumer.
All orders are shipped with Australia Post, if you have a specific carrier option, please email.
When placing an online order through Sneakn, all items are shipped through Australia Post. Shipping estimates are therefore provided through the Australia Post website once the shipment has left our warehouse.
Please note that Sneakn is not responsible for items lost in transit caused by Australia post - we do not offer insurance with shipping at checkout to fully cover you if your parcel is lost.
Shipping Within Australia
We currently only accept Domestic shipping. Shipping within Australia through Sneakn is completed through Australia Post.
Approximate Delivery Times from date of delivery:
Standard Domestic Shipping is 3 - 5 business days (except WA which could take up to 7 business days).
We also offer Express Domestic Shipping only.
Shipping Outside Australia
We currently do not conduct any shipping outside of Australia.
Sneakn provides fixed pricing for standard services Australia Wide.
Additional options for delivery with a signature and transit cover is also available.
For all orders, tracking number(s) will be provided on the day of dispatch and notified via email or SMS. As standard all deliveries have tracking enabled. This ensures that you can always monitor your order via our tracking confirmation or directly via the Australia Post website, https://auspost.com.au/mypost/track/#/search.
Free Standard Delivery Services for all orders valued over $1,999.00 AUD. Tracking will be provided.
For any order value under $1,999.00 AUD, a delivery fee will apply.
Express Service is available at an additional cost for domestic shipping only.
Sign on Delivery
If the receiver is not home, it is up to Australia Post's discretion to either safe drop the parcel at the property out of view from the street or hold it at the nearest Post Office awaiting pick-up.
You can also reduce risk of lost in transit or stolen from property by requesting the order to be sent to a PO Box, Parcel Locker or your local Post Office. Please read the below for further information: https://auspost.com.au/delivery-options
Sneakn does not take any responsibility to cover your lost order and no refund will be offered.
Disclaimer: Returns, exchanges etc. do not apply for any items purchased from our "Members Only" Section of the Webstore - only applicable for "Deadstock" (original/authentic) items.
Here at Sneakn, we take pride in ensuring that your goods have been carefully picked are packed with care to ensure that your item is not only of the highest possible quality, but that it arrives safely at your nominated delivery address. We recognise the importance of buying deadstock items online and we will do the best we possibly can to ensure they remain that way from door to door. We cannot guarantee that any of our Members Only items will fall under this category. Therefore, Sneakn will not accept returns or exchanges. All sales are final. However, there are certain circumstances which can warrant a refund.
However, sometimes items do become damaged in transit thereby making the goods unfit for their intended purpose. If this is the case with your item, please contact Sneakn within 2 days via email to email@example.com.
Customers who have purchased from Sneakn should note that all returns/exchange enquiries must be received by Sneakn within 2 days of you receiving your goods at your nominated delivery address. A Sneakn Customer Support representative will be in contact with you within 1 - 2 business days after receiving your enquiry.
Upon receiving notification of damage, we may request photographic evidence of the parcel and/or the product that has the issue. We will review this photo and contact you at our earliest convenience to discuss your options in relation to the product issue.
If you are concerned about sizing, please feel free to email us at firstname.lastname@example.org or chat to us via the website chat function prior to your purchase. We will gladly provide you with the best information possible, but please note that comfort preferences vary for each person and by purchasing you agree that we are not in any way responsible if the size does not fit.
Online Returns Policy
For purchases made online, we do not accept returns or exchanges regarding issues with size, colourway, functionality and/or change of mind, etc.
However, if a purchase is made online whereby the item is faulty or not as described, Sneakn will consider to issue a refund, exchange products if the damaged / defective item is returned to us in the same condition it was received by the customer. This rule does not apply to any items purchased from our Members Only Section of the Website including but not limited to Infants/Kids items, Watches, Accessories, Apparel etc. purchased on our webstore.
Sneakn will cover the shipping cost of the damaged / defective item from the customer's nominated delivery address to our nominated address in Sydney, Australia. However, it must be noted that Sneakn reserves the right not to reimburse postage costs unless it expressly approves of the item being returned to us - therefore, it is especially important that if you have got a damaged / defective item, you must contact us within 2 days of receiving that item.
If you have a problem with an item purchased through our online store, send an email to email@example.com!
For placed orders, you may request a 100% no-hassle refund if your goods have not been shipped. Please send us a new email to inform us that you wish to cancel your order. Your payment will be refunded through the same payment method used during checkout.
Refunds to credit cards will be made to the exact card that was used to purchase the item. The refund will be made in Australian Dollars (AUD. It can take up to 30 days for the refund to show up on the card statement.
In the event of your card expiring or being cancelled, the refund will need to be made through Bank Transfer. Sneakn cannot refund money onto a different credit card.
Refunds are issued in Australian Dollars (AUD).
Sneakn reserves the right to provide refunds when necessary. Each situation will be judged on a 'case-by-case' basis.
First of all... what are cookies?
Cookies are small text files that are stored on your computer or mobile device when you visit a website. For this section, we conveniently use "cookies" as an umbrella term for techniques such as cookies, Flash cookies and web beacons. They don’t take much space and they will be removed automatically when expired. Some cookies expire at the end of your internet session, while others will be saved for a limited amount of time.
Secondly… what are the different cookie types we use?
There are different types of cookies with different uses. Some are there just to allow you to browse the website and see certain features. Some give us an idea on your browsing experience, i.e. when you have trouble finding what you are looking for, so we can improve and make your future visit as pleasant as possible.
Cookies set by adidas are called "first party cookies". Cookies set by parties other than us are called "third party cookies". Third party cookies enable third party features or functionality to be provided on or through the website (e.g. like advertising, interactive content and analytics). The parties that set these third party cookies can recognise your computer or mobile both when it visits the website in question and also when it visits certain other websites. We use first party and third party cookies for several reasons.
The most important cookies are the required cookies. They are essential and help you to navigate on the website and to use basic features, such as media plugins. Then there are functionality cookies that enable you to save your shopping bag, create a wish list and to save your shipping details for a quicker checkout. The performance and analytics cookies we use to improve our website. We also like to show you relevant offers. To manage this we collect browsing data, which may be linked to a unique identifier to allow us to understand how you interact with adidas across different platforms as described in our privacy statement (click here for our privacy statement). Interaction cookies are used for you to interact with social media or to submit reviews. Targeting cookies, advertising cookies and social media cookies capture your preferences in order to show you relevant ads outside adidas sites. In addition, social media cookies may be used to track your activity over social media platforms.
1. Required Cookies
Are essential and help you navigate, move around on the website and see certain features (e.g. these cookies make sure your basket is saved during all the steps of your checkout process). These cookies are required to enable core site functionality. These cookies are stored for the duration of your browsing session.
2. Functionality and analytics cookies
Are there so we can give you an even smoother customer experience (e.g. these cookies help you to save and remind you about your shopping bag and enable you to create a wish list). These cookies allow us to analyse site usage so we can measure and improve performance. These cookies may be placed by us or a third party on our behalf (see our cookie opt-out tool) and are stored for the duration of your browsing session.
3. Advertising and social media cookies
Will remember your product and buying preferences or assist marketing efforts in other ways. These cookies enable us to share data, such as what you like, with our advertisers, so the advertisement you see can be more relevant to your preferences (sometimes referred to as "targeting cookies").
Help us to understand shopping behaviour of visitors. This enables us to keep improving our website, so shopping becomes easier and more pleasant, and to improve the marketing messages we send to our customers (sometimes referred to as "performance cookies").
Are used for you to express your opinion. These cookies will enable you to like or recommend us on social media and to chat with our service agents. But you can also advise our other (potential) customers by rating and reviewing our products (sometimes referred to as "interaction cookies").
Master Consignment Agreement
Consignment Acceptance Process and Rejections: If you desire to consign Goods with us for sale through our stores and/or internet sales channels, the following procedures must be followed, in order:
You must provide us with a request (a “Consignment Request”), specifying the brand, model, size, quantity, and any other pertinent price-related information regarding such Goods, as well as the quantity of each that you would like to consign to us.
We, in turn, will assess the Consignment Request, and, in our sole and absolute discretion, select which of such Goods we will accept for consignment by means of delivering a confirmation (each, a “Confirmation”) to you stating which of the Goods from your Consignment Request we will consider for acceptance, as well as the minimum sales price and our commission rate with respect to each of such Goods.
You will then deliver to us in person or ship to us at your expense only those items set forth in a Confirmation. We reserve the right, in our sole and absolute discretion, to refuse any or all Goods which you may deliver to us on consignment. Any Goods not finally accepted for consignment, whether set forth in a Confirmation or not, shall be deemed “Rejected Goods”.
Subject to the remaining provisions of this Agreement (specifically including, without limitation, paragraphs 4 and 6), we shall then use our commercially reasonable efforts to sell the Goods accepted for consignment in accordance with the Confirmation and this Agreement for such period as we may determine in our sole and absolute discretion.
We will notify you at your last known address (physical or electronic) of any Rejected Goods. You will be responsible to pick-up such Rejected Goods or provide for their return shipping within 14 days following delivery of such notice pursuant to clause (b) of this Section 2 as though such Rejected Goods were being withdrawn. If you do not do so, such Rejected Goods may be deemed “Abandoned Goods” and addressed as set forth in paragraph 7 hereof.
Ownership Representations: You represent and warrant to us that you are the valid and lawful owner of all Goods which you deliver to us, that none of the Goods will be subject to any lien, encumbrance, security interest or other adverse claim, and that you have the full legal right to offer and sell the Goods. You further represent and warrant to us that all Goods which you deliver to us will be genuine and authentic and will conform to the description stated in the applicable Confirmation.
Sales Efforts: Subject only to the minimum sales price stated in the applicable Confirmation, we may offer the Goods for sale in such manner as we may deem appropriate, including by means of display in our retail store and/or on one or more of our websites. We will offer the Goods for sale at such price as we deem appropriate in our discretion, provided that we will not sell the Goods at a unit price (a unit being, in the case of footwear, one pair) which is less than the minimum unit price for such Goods as stated in the applicable Confirmation. You may at any time, by means of telephonic or written notice to us, request a change in the minimum price for any or all Goods which have not yet been sold, provided that we reserve the right not to implement any such change and to deem such Goods as Rejected Goods at such new minimum sales price, or delay such implementation until (a) if requested by us at the time of any telephonic notice, you have confirmed the change to us in writing, and (b) if applicable, we have had a reasonable time to update our websites to reflect such change. Except for the minimum price assurance in the event of sale, we make no guaranty as to whether, when or at what price any of the Goods can or will be sold.
Proceeds of Sales: If and when Goods are sold, we will charge the customer for any applicable sales tax on the sale price of the Goods. If, as and when proceeds from the sale of Goods are actually received, such proceeds will be applied (1) first, to the payment of any applicable sale taxes, (2) next, to pay to us our commission (which, unless otherwise indicated in the applicable Confirmation, will be 20%, less any fees charged by our credit card processor, for which we will be solely responsible) on the sale price at the commission rate specified in the applicable Confirmation, and (3) finally, the remainder will be paid to you. To the extent that customers pay for Goods by means of credit card, then we will pay the fees charged by the credit card company. We will notify you promptly upon the later of (a) our receipt of proceeds from the sale of Goods, or (b) the conclusion of the period within which the customer may make any claims regarding the Goods, and we will thereafter pay to you your share of the proceeds at our store premises during normal business hours, upon your presentation of the applicable Confirmation and your driver’s license or other satisfactory picture identification. We may require you to sign a receipt confirming your receipt of the amounts that we are then paying to you.
Withdrawal of Goods:
Either you or we may, at any time, elect to withdraw the offering of any or all of the Goods which have not yet been sold, provided, however, that you agree that you will not withdraw the Goods prior to 7 days after the date of delivery of the Goods to us. We will notify you of any such determination on our part, and you will notify us in person or in writing of any such determination on your part. If you seek such an early withdrawal, we will be entitled to an early withdrawal fee equal to $20 per pair (if such Goods are shoes, or per item if such Goods are of another type), and may retain the subject Goods, and continue to make them available for sale pursuant to the terms of the Confirmation and this Agreement, until the earlier of our full, final and indefeasible receipt of such early withdrawal fee, the sale of the Goods, or the expiration of such 7-day period.
Upon any withdrawal (or any Goods deemed Rejected Goods in accordance with the provisions hereof), you will be responsible for picking up the subject Goods at our store premises during normal business hours, at which time you must present the applicable Confirmation together with your driver’s license or other satisfactory picture identification; if instead you wish to have such withdrawn Goods or Rejected Goods delivered to you, we will only have them delivered to the address we have for you on file, all at your expense. You must either provide us with the amount of return shipping in advance or provide us with a valid account number with a nationally recognized shipping company which you authorize us to use to make such return delivery. We may require you to sign a receipt confirming the delivery of such Goods to you in satisfactory condition.
Title to Goods: At all times prior to our sale of Goods, title to and ownership of such Goods will remain in your name, if we have full authority to affect the sale of such Goods in accordance with the terms and conditions stated herein. Notwithstanding the foregoing, any Abandoned Goods shall become our property, and we shall have no further liability to you for such Abandoned Goods (without binding ourselves, we note that this provision is solely intended to alleviate our inventory storage and tracking obligations, and it is our intention to donate any such Abandoned Goods to charity, but we may dispose of them once they become our property in our sole, exclusive, and unreviewable discretion).
Risk of Loss: We shall have no liability to you or any third parties for any loss or damage to the Goods in transit to us, and you hereby indemnify us and hold us harmless in respect of any such damages. We will endeavour to use reasonable care in the handling, display and storage of your Goods, using not less than the same degree of care which we utilize with respect to our own goods of a similar nature. However, in the event that any of the Goods are lost or stolen, or are damaged or destroyed by fire, flood, customer handling or other causes beyond our reasonable control, then, except to the extent of any insurance proceeds that we actually collect in respect of such Goods, the risk of loss remains with you, and we assume no responsibility or obligation to make any payment or reimbursement in respect of any such loss or damage, or for any special or consequential damages. We make no assurance that our insurance will provide coverage for the Goods or the amount which any insurer may pay in respect of any casualty relating to the Goods.
Customer Returns or Adjustments: From time to time, customers may make claims or seek adjustments in respect of latent defects or other claimed deficiencies with respect to products that we sell. We reserve the right, in our good faith judgment, to make allowances and/or accept returns of Goods, and in such circumstances, such allowances or returns will be treated as an adjustment to the net proceeds for purposes of calculating our respective shares of net proceeds for purposes of paragraph 5 above.
Mail-In Consignors: To the extent that you provide us with Goods other than by in-person delivery at our retail store, you and we will nonetheless endeavour to implement these Terms and Conditions as closely as possible, including (a) the issuance of Confirmations by mail, overnight courier or e-mail, notification of sale by mail or e-mail, transmittal of payment checks to you by Australia Post to your address indicated above (or such other address as you may notify us of in writing), and return of any unaccepted or unsold Goods to you by such means as you designate (with all shipping charges to be paid for by you).
Miscellaneous: This Agreement constitutes the sole and entire agreement between you and us regarding the subject matter hereof, and neither you nor Us has made any representation or warranty except as expressly stated above. No amendment of this Agreement, or any waiver hereunder, will be valid unless evidenced by a further written agreement signed by you and us. This Agreement is binding on and enforceable by you and us and your and our successors and assigns. This Agreement will be governed by and construed in accordance with the laws of the State of New South Wales, Australia.
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