Customer Service

  • Frequently Asked Questions?

    • My size is not available, are you still getting this sizes in?

      Sometimes we succeed to get a new restock, if so, we will inform this immediately at our socials. We recommend you to follow SneakerBAAS on Instagram, Facebook and Twitter and to sign up for our Newsletter, so you are always up to date.

      SneakerBAAS works with a Restock Alert. You can sign up when your size is not available. You will receive a message on this email address where you signed with when the size is restocked. We cannot guarantee that your size is still available when you check our site. The products will not be reserved, so be quick!

    • What kind of payment methods can I use?

      We accept all the usual Credit Cards, Paypal, Klarna and iDeal.

    • Do you get a specific release?

      We recommend you to follow SneakerBAAS on Instagram, Facebook and Twitter and to sign up for our Newsletter, to ensure you are always up to date.

    • How do I know which size I need?

      There is advice about the size for every sneaker. You can use this advice to see how this sneaker fits. Please contact us when you need extra help.

    • Where can I check the status of my order?

      Use the Order Lookup option below to check the status of your order.

    • Can I cancel my order?

      Cancellation of an order after payment is not possible, because we send the order as soon as possible. If you need help with your order call or email us right after you have placed an order. 

    • Can I change my order or add items after the confirmation?

      Unfortunately this is not possible. When you filled in the wrong address please check the tracking link of the delivery company who delivers the order. Here you can change your address. We will receive the package return when the package cannot be delivered. We will contact you in this situation.

    • My sneaker is damaged before I received it. Can you help me?

      Send us pictures of the damage and your ordernumber via email: webshop@sneakerBAAS.com

  • Order lookup

  • Payment Options

    SneakerBAAS uses a secure internet payment system called Shopify Payment to process all orders. You can choose between several secure payment options. The payment is done in a secured environment and can be done in several ways: Paypal, Klarna and creditcard. 

    For more information or terms and conditions of the payment method Klarna click here

  • Shipping & Delivery

    SneakerBAAS ships to countries in Europe. It is possible to order from outside Europe, please send us an email at webshop@sneakerBAAS.com with your shipping request. Exceptions can only be made for orders that contain no items of the brand ‘Nike’ and any of it’s other brands.  

    SneakerBAAS  ships  all orders  with a  reputable and reliable  shipping companies like:  

    - UPS 

    - FEDEX  

    - POST NL 

    - GLS

    An order placed before 15:00 on a working day is usually shipped the same day and is usually brought to you in a couple of days by the shipping company. This depends on the country you live in. The delivery of an order is within 14 working days if the product is in stock.

    Shipping time (approx.): 

    - Europe: 3 – 5 working days

    - Rest of the world: 6 – 9 working days

    Please note  that  local  charges  (customs  duty,  sales tax)  may be  added  to your  order, depending  on your  region  and  local  customs  Duties.  

    These  charges  are  at  your own expense. 

    The shipping costs depends of the delivery address, weight and the size of your order. Duty  and import  tax  are levied  if the parcel  has reached  the shipping address. The recipient of the package must pay these costs.  SneakerBAAS  is not responsible  for these costs and  these costs are not  paid because  we have no influence on  these expenses.

  • Return

    All sales are final. We check all goods before sending them out. We accept returns in case the goods are damaged due to transportation. When we approve a return, items need to be returned with proof of purchase within 7 days of getting our approval. When a return gets lost, or damaged during shipment we do not take any responsibility. Usage of a trackable system when returning items to us is strongly recommended. Refunds will take place after we received the returned goods.

    Returns without any approval will not be accepted. Please do not send us a return without any approval from us. 

  • Contact

    E-mail: webshop@sneakerBAAS.com

    Phone: +31 (0)30-2682846

    Opening hours: Monday till Friday from 9.00 - 17.00 (Amsterdam time) 

    Office: 

    SneakerBAAS

    Kintgenshaven 1

    3512 GX Utrecht

    Netherlands 

    Store:

    SneakerBAAS

    Donkerstraat 10

    3511 KA Utrecht

    Netherlands  

  • Privacy Policy

    SneakerBAAS is committed to protect all the data of our customers, website visitors and third parties. Your trust in how we handle and store your data is of high importance to us, we will repay that trust by promising you that your personal information is safe with us. You can visit our website without providing any personal information, unless you log in with your SneakerBAAS account. We use the personal information provided by you to improve the shopping experience and speeding up the process of placing an order. For other activities we will use your personal information only with your approval. 

    Use of your details  

    When you engage business with us we are committed to protecting your personal information. We will only use the data to perform the contract we have with you, comply with our legal obligations and for our own legitimate business interests. To perform our contract we need the following personal details: full name, e-mail address, delivery address and payment information. Legitimate business interests could be: improving the website, products and services. To offer the best shopping experience possible we may ask you for your permission to send e-mail updates about our website, new products and price promotions. Of course you are free to unsubscribe from our updates. If you would like to do so please send an e-mail to: webshop@SneakerBAAS.com 

    Legal Grounds for the usage of personal information  

    According to the General Data Protection Regulation (implementation date 25th of May 2018) we have the obligation to inform you on what legal grounds we have to use your personal information. Because you engage business with us we have the obligation to perform the contract. To fulfil said contract we need your personal data to deliver the product and provide customer service and warranty. We need your personal information for the follow actions:

    - Orders 

    - Deliveries 

    - Returns 

    - Exchange products 

    - Customer service and contact 

    Besides the reasons mentioned above we may use your personal information when there is a legitimate business interest. This means that we may use the information provided to us to improve our customer service and (personal) customer experience. The protection of personal data is always priority and we will not place business interests above the security of data. The data may be used for the following: 

    - Reviews and customer satisfaction research 

    - Contact with our customer service 

    - Visiting the SneakerBAAS webshop 

    - Personal account

    - Newsletter and e-mail 

    - Personal advice 

    - Promotions 

    - Social media 

    - Marketing 

    - Security, Wi-Fi and cameras 

    When we suspect fraud we have the legal right and obligation to use your personal details. There are other cases where you explicitly give us permission to use your personal information, such as subscribing to our newsletter. 

    Security Policy

    Accessibility to information  

    We only give acces to your information to third-parties when they are necessary in the process of fulfilling the contract. These are the parties that have access to your information: 

    - Delivery partners 

    - Suppliers 

    - IT partners 

    - Payment partners

    - Marketing partners 

    - Review collection partners 

    Third party companies with access to your information may only use the data when they deliver you a service on behalf of SneakerBAAS. 

    SneakerBAAS does not and will not engage in the sales of personal data  

    SneakerBAAS will not sell your personal information to third parties and will only give insight to personal information to parties which are directly involved in the fulfilment of the contract between SneakerBAAS and the customer. SneakerBAAS, the employees and third parties are obliged by the law to respect your information and handle the data with absolute care and security. 

    Online privicy 

    With every visit on our webshop your (temporarily) IP-address will be recognized and we can analyze how you got directed to our webshop. This data can be used in context of fraud prevention and to prevent and detect (attempt of) punishable behavior. We also store and analyze the data to track consumer behavior on our website. Based on your behaviour we can send you personalized promotions, new products, updates that might interest you, content of our newsletters and functionalities of our website. You declare that we may use the information gathered during your visit on our website, and the websites of third parties who cooperate with SneakerBAAS, with your approval. We may also link the information gathered to the details that are currently stored in our system to send you personalized product information an promotions. 

    Address changes  

    Customers are obligated to inform SneakerBAAS in case of any address changes. As long as we have not received any note about change of (delivery) address we cannot be held accountable for deliveries to the old address. 

    Protected server  

    SneakerBAAS has taken appropriate technical measures to ensure the safety of your personal information. Your data is protected 24/7 and handled with care and discreetness. 

    Cookies

    Cookies are small bits of information that are stored on your computer by your browser. SneakerBAAS may use cookies to recognize you on your next visit. To optimize the shopping and customer experience we can place a ‘cookie’ on your computer when you visit our website. This enables us to give you personalized information regarding promotion and products and prevents you from seeing the same products or information over and over. 

    You can change the settings of your browser to prevent cookies from being placed during your visit on our website. You can find more information regarding the placement and prevention of cookies in the ‘Help’ section in the toolbar of your browser. 

    For a visit on our website it is not necessary to accept cookies. For the correct functioning of the website it is advised to enable cookies. Disabling cookies may result in misfunctioning of the website, and you may not be able to cart products or check out. 

    Questions?  

    You can file a request to change, update or delete your personal information in our system by contacting the customer service. The contact details can be found below. We can also give you insight in what information we have stored in our system. If the Privacy Policy is changed you can find the latest up-to-date version on this page. In case of any additional questions about the Privacy Policy of SneakerBAAS or any other questions in general, please feel free to contact our customer service. 

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