• WORLDWIDE SHIPPING
    • PROVIDING SNEAKERS SINCE 2007

FAQ

Top 5

1. My size is not available, when is my size available?
2. Where is my order?
3. Will SneakerBAAS sell this release?
4. What are the shipping times?
5. Can I cancel my order?

1. My size is not available, when is my size available?
Thanks for visiting SneakerBAAS! We sell exclusive sneakers with a limited stock. We sometimes manage to get additional stock (restock) and we will communicate this immedetialy on our Facebook and Twitter. We recommend you to follow SneakerBAAS on Facebook and Twitter and sign up for our Newsletter, to ensure you will always receive updates and news.

2. Where is my order?
Thanks for shopping at SneakerBAAS! Follow your order by using the track & trace code send to you by the shipping company after placing your order.

3. Will SneakerBAAS sell this sneaker release?
Thanks for your interest! We have a special page called the Release Calendar were you can find the most important sneaker releases for the coming period.                                    

4. What are the shipping times?

Orders placed before 5 PM on a working day will be shipped the same day. The delivery date depends on the country you live in.

Follow your order by using the track & trace code send to you by the shipping company after placing your order.

5. Can I cancel my order?
You can return an order. If you want to cancel an order which has not been shipped yet we recommend you to email SneakerBAAS asap webshop@SneakerBAAS.nl. Please put in the subject of your email: “CANCEL ORDER: SB(ORDERNUMBER)”. We try to process cancellation emails at once.

Unfortunately it’s possible we receive the email too late because of weekend or holidays or your order is already shipped, in this case you can return the order after you have received it. 

Frequently Asked Questions

Shipping & Delivery

Which company do you use to ship?
SneakerBAAS ships all orders with a very reputable and reliable shipping companies like:

  • GLS
  • FEDEX Parcels

How long does the shipment of my order take?
An order placed before 5 PM 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.):

  • Netherlands: 1 – 2 working days
  • Europe: 3 – 5 working days*
  • Rest of the world: 6 – 14 working days*

 

What are the shipping costs?


* 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.

Can I track my order?
Yes, follow your order by using the track & trace code send to you by the shipping company after placing your order.


Can I pick up my order in a store?
Yes you can choose to deliver and pick up your order in the store SneakerBAAS (Donkerstraat 10, 3511 KA, Utrecht, The Netherlands). If you choose this option please contact our customer service reps webstore@SneakerBAAS.nl first before placing the order. 

Can I change my delivery address?
When an order is successfully inserted, it is no longer possible to change the delivery address. If you have an incorrect shipping address provided when placing an order we advise you to contact SneakerBAAS as soon as possible.

Do you ship to my country?

SneakerBAAS practically ships worldwide. If we cannot deliver in the country you ordered from we will contact you immediately.

Do I pay duty and import tax?
Not for shipping in the Netherlands. 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.

Order

It’s my fist time on SneakerBAAS, how do I order?
Ordering at SneakerBAAS takes you through the following simple steps:

Step 1: Select the product

Use the general search option or search by brand, category, size, color or price to find the desired product.
Select the desired product by clicking on it.

Step 2: Add product to cart
Select the color and size and add the product to your cart ('add to bag')



Step 3: Order this product
Enter your address, shipping method and payment method. Check the contents of your cart. Click once your details are correct at checkout ('place order') to finalize the order.



Step 4: Confirm order
Follow the steps to your final order confirmation.



Extra: Follow your order
Follow your order by using the track & trace code send to you by the shipping company after placing your order. 

How do I know if a product is in stock?
The sizes are indicated on the product page. Due to the exclusivity of the products we sell, certain products and sizes sell out quickly. Sometimes there are new re-stocks, so check SneakerBAAS on Facebook and Twitter and subscribe to our Newsletter to receive the latest news and updates.

If a product is in the pre-order it means that the product is not delivered immediately. Once a pre-order product at is in stock we will ship it immediately.

How do I know that my order is successfully placed?
If your order is successful, you will receive an immediate automated e-mail to confirm the order and inform you about the appropriate tracking number. This means that the payment was successful. 

In exceptional cases it may happen that product is not in stock or that there is a problem with the payment, if this is the case; please contact SneakerBAAS asap: webshop@SneakerBAAS.nl

If the product is in stock and payment has been received, you will also receive an email when the order is shipped.

Can I change/cancel my order?
Yes, changing or cancelling an order is possible if the order has not been shipped yet. If an order is cancelled before shipping we reserve the right to charge 10 euros for administration costs.

For more information see returns

Can I use my discount code more than once?

No, a discount code is unique and can only be used once. 

 
I forgot my coupon code; can I get a refund for the missed discount?
No, you can request a new discount coupon code at SneakerBAAS and use it for your next order.

Where is my order?

You can do the following:
• Make sure you have received a confirmation email after placing the order
• Login to your account at SneakerBAAS and check your order in the system
• Use the tracking number provided by the shipping company to follow the order.

I have received the wrong product/size.
Please check the order confirmation email if this is case. Then follow the return shipping process. For more information see returns

I have received a dirty / damaged product.

Contact SneakerBAAS customer service immediately after receiving your order, so we can help you with the return process. If a product has already been worn, washed or in possession longer than 2 days, SneakerBAAS will not take back the product.

I have not received a confirmation email
SneakerBAAS unfortunately cannot avoid our emails sometimes end up in the spam folder. We encourage you to check your spam box.

Payment

Is it safe to pay online?

SneakerBAAS orders are processed through a secure Internet payment company called Adyen. SneakerBAAS customers 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 credit card.

What payment methods are accepted at SneakerBAAS?

SneakerBAAS customers 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 credit card.

Alternative payment method: 

Pay later +£0,88

  • Shop now, pay later. Klarna lets you pay 14 or 30 days after delivery. 

Slice it +£0,88

  • Shop now, and pay in three equal instalments with Klarna after delivery.

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

Why is the status of my order cancelled while I did pay?That’s unfortunate. Please check if the order amount has been deducted from your bank account. If this is case, contact SneakerBAAS webshop@SneakerBAAS.nl with the order number of the corresponding order. 

Why is the status of my order pending?
The payment of the order has not been processed and the order cannot be shipped. If this is case, contact SneakerBAAS webshop@SneakerBAAS.nl with the order number of the corresponding order

SneakerBAAS store
Is there a physical store?
Yes, there is a physical SneakerBAAS sneaker store located in, Utrecht (The Netherlands).

Is it possible to fit sneakers in the SneakerBAAS store?
Yes, in the store (Donkerstraat 10, 3511 KA in Utrecht, The Netherlands) we have models of almost all brands. You can visit the store, look for your size, get expert advice and place a SneakerBAAS order with your size and colorway.

Is it possible to pick up a SneakerBAAS order in the store?
Yes, you can choose to deliver and collect your SneakerBAAS order in the SneakerBAAS store (Donkerstraat 10, 3511 KA, Utrecht, The Netherlands).

Is it possible to return my SneakerBAAS order in the store?Yes, you can return you can return your SneakerBAAS order in the SneakerBAAS store (Donkerstraat 10, 3511 KA Utrecht, The Netherlands).

Please ensure the following:

  • The product needs to be undamaged condition
  • The product needs to be in the original package
  • Bring the completed return form with you 

 

Do you sell both men and women sneakers?
SneakerBAAS sells both ladies and men's sneakers and a small collection of toddler sneakers.

Where is SneakerBAAS located?
SneakerBAAS is located in Utrecht, The Netherlands (Donkerstraat 10, 3511 KA, Utrecht).

Returns

What is the return policy?
A SneakerBAAS order can be returned within 14 days after placing the order; provided the product is in original condition. 

We will not refund any money and/or offer no exchange products if the product is not in original condition and original packaging.

Products from the SALE category (Or which are bought with a DISCOUNT CODE) can be returned and changed for a different product, a giftcard or a refund.

SneakerBAAS does not refund shipping cost paid by the customer.

What is the return period?

A SneakerBAAS order can be returned within 14 days after placing the order; provided the product is in original condition. 

Which costs are charged for a return product?

SneakerBAAS charges an administration and handling fee of 3 euro’s per returned product (except for a change of products).

My sneakers are damaged, what can I do?

If your sneakers ordered on SneakerBAAS are damaged within 30 days and the damage is not caused by the use of the owner, contact SneakerBAAS webshop@SneakerBAAS.nl with your order number and a description and/or pictures of the complaint.

SneakerBAAS will handle the complaint and review the damaged sneakers. If necessary we will contact the supplier (brand) of the sneaker. If the damage is caused by production fault we will ensure you will receive another pair of sneakers (same amount). It is not possible to receive a refund in the case of damaged sneakers.

How do I return my order?
Take care of the following when returning a SneakerBAAS order:
• Returned products must be properly packaged to prevent damage during return shipment.

• Ensure you also include the completed return form, download it HERE!
• Returned products must be shipped insured and with a tracking number.
• Returned products must always be sent to us stamped, unstamped returns are not received.
• Add a copy of the invoice with the return 

Important:

  • Cost of returning the SneakerBAAS order are paid by the customer and are not paid by SneakerBAAS.
  • Products from the SALE category can be returned and changed for a different product.
  • SneakerBAAS charges an administration and handling fee of 3 euro’s per returned product (except for a change of products).
  • SneakerBAAS does not refund shipping cost paid by the customer.
  • SneakerBAAS is not responsible for products damaged or lost during return shipping.

Where do I send my return order?

SneakerBAAS
Kintgenshaven 1
3512 GX Utrecht
The Netherlands

How long does it take to get my refund?
If returned products have been accepted by SneakerBAAS it will take maximum 7 working days before the refund is processed. 

SneakerBAAS charges an administration and handling fee of 3 euro’s per returned product (except for a change of products).

Who will pay for return shipping cost?
Cost of returning the SneakerBAAS order are paid by the customer and are not paid by SneakerBAAS.

SneakerBAAS charges an administration and handling fee of 3 euro’s per returned product (except for a change of products).

Does SneakerBAAS confirm the arrival of the returned order?
We try to process all returned orders as soon as possible with a maximum duration of 5 working days. SneakerBAAS tries to send an e-mail when the return process is completed, but can not guarantee this. Check if you have received the refunded amount.

Why are the shipping costs of my order not refunded?
Unfortunately SneakerBAAS does not refund shipping and packaging cost paid by the customer. Order amounts are refunded minus the cost of shipping and packaging.

Can I change a product from the SALE category?
Yes, products from the SALE category can be returned to SneakerBAAS. Products from the SALE category can be changed for a different product (a refund is not possible).

SneakerBAAS refunded the wrong amount? 
Please contact SneakerBAAS customer service: webshop@SneakerBAAS.nl

SneakerBAAS charges an administration and handling fee of 3 euro’s per returned product (except for a change of products). 

Contact – Customer Service
Can I reach SneakerBAAS by phone?
Yes phone: +31 (0)30-2682846

When is SneakerBAAS available?
Opening hours: Tuesday till Friday from 9.00 - 16.00 (Amsterdam time), except Dutch holidays.

On which email address should I mail SneakerBAAS?
E-mail: webshop@SneakerBAAS.nl

What is the post address?

SneakerBAAS

Kintgenshaven 1

3512 GX Utrecht

The Netherlands


Sneaker Baas has not yet responded to my question?
We try to respond as soon as possible to questions we receive by e-mail. It is possible however that you will not immediately receive an answer from SneakerBAAS. On weekdays we try to respond within 48 hours.


How can I reach SneakerBAAS?

E-mail: webshop@SneakerBAAS.nl
On weekdays we try to respond within 48 hours.

 

Phone: +31 (0)30-2682846
Opening hours: Tuesday till Friday from 9.00 - 16.00 (Amsterdam time), except Dutch holidays. 

Visit SneakerBAAS:
SneakerBAAS
Donkerstraat 10
3511 KA Utrecht
The Netherlands

Follow SneakerBAAS: 

Facebook
Twitter
Instagram

Privacy and Security

Privacy Policy

SneakerBAAS respects the privacy of all users of the SneakerBAAS online store. Your trust is important to us and we ensure that the personal information you share with us is confidential. You can visit our online store without having to provide personal information, unless of course you login with username and password. We use your information to process orders as quickly and easily as possible. For other activities, this information shall be used only with your permission.

Private information
When you purchase a product on SneakerBAAS, we request certain personally identifiable information from you on our order form. You must provide contact information (such as name, email, and shipping address) and financial information (such as credit card number, expiration date). 

We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.

While making a purchase from SneakerBAAS, you are given the option to create a user name and password. This user name and password functionality offers our customers the ability to quickly and easily proceed through the check out process on repeat visits. We do not store your credit card information as part of this optional service. There is also the option to receive our Email Newsletter updates. If you choose to receive these you should expect weekly HTML newsletter content to arrive at the email address you provided with your purchase.

SneakerBAAS is the sole owner of the information collected on the SneakerBAAS website.

If you no longer wish to be informed, please let us know by e-mailing to webshop@SneakerBAAS.nl 

SneakerBAAS does not sell your information!
We use the information we collect from you for billing purposes and to fill your orders. We do not store your credit card information. If you have created a Username and Password to the site or if you have signed up to receive our Email Newsletter updates we may use your purchase history to personalize special offers and promotions. These offers and promotions will be delivered to you in the form of an email newsletter.

In addition to the third parties mentioned specifically in this Policy, SneakerBAAS may share your information with third party vendors who carry out work for us. If SneakerBAAS shares your personal information with any third party, we will take precautions to ensure that these companies only use your information consistent with this Policy and that reasonable safeguards are taken to ensure the third party provides at least the same level of privacy protection that SneakerBAAS provides.

Privacy on the Internet
As is true for most websites and webstores, we gather certain information automatically and store it in log files. This information includes Internet protocol (IP) addresses, browser type, Internet service provider (ISP), referring/exit pages, operating system, date/time stamp, and clickstream data.

We use this information, which does not identify individual users, to analyse trends, to administer the site, to track users’ movements around the site and to gather demographic information about our user base as a whole.

We do not link this automatically collected data to personally identifiable information. We use two third-party tracking services that use cookies to track non-personally identifiable information about visitors.

Cookies
Cookies are small pieces of information that your browser stores on your computer. SneakerBAAS may use cookies to recognize you when you visit. The cookies are used to optimize our online store and personally inform you about interesting offers or products through our website.  A cookie is a small text file that is sent to your computer. Using cookies, we can also ensure that when you visit our site you don’t have to repeatedly receive the same information or entry.

If you don’t want to receive cookies from SneakerBAAS, you can turn of cookies in your browser. Most browsers can be set so that cookies are refused or that you are notified when you receive a cookie.

You will find instructions on changing the browser under help in the toolbar of most browsers.
You don’t have to use cookies on your computer while visiting our website. 

However, it is possible that if the cookies are refused, the use of the shopping cart and placing an order is not possible. Disabling cookies restricts the use of our site and services. 

Change of address
Customers are required to notify us of any change of address. If SneakerBAAS doesn’t receive a change of address, you are deemed to be resident on the last known address at SneakerBAAS and you remain liable if the ordered items are delivered at the old address.

Secured Server
SneakerBAAS has made appropriate technical measures to protect your personal data. Your data will always be protected and kept confidential on secure server.

Secured Payment
SneakerBAAS orders are processed through a secure Internet payment company called Adyen.

 

SneakerBAAS customers can choose between several secure payment options. The payment is done in a secured environment and can be done in several ways: iDeal, Paypal, Afterpayment and credit card.

Questions
You can request SneakerBAAS to change your personal information. Or be deleted or blocked if they are incorrect or incomplete. Our customer service will help you if you need information about your data or if you want to make some changes. In case our Privacy Policy is needed, you will find the most recent information on this page. If you have any questions about the Privacy Policy of SneakerBAAS, please e-mail: webshop@SneakerBAAS.nl


Products
Are all products on SneakerBAAS authentic?
Yes, we are an official dealer of all the brands we sell and have an official license to sell them. All products are 100% authentic on SneakerBAAS.

Will there be more sizes available?
We sell exclusive sneakers with a limited stock. We sometimes manage to get additional stock (restock) and we will communicate this immediate on our social media.

My size is not available; can I order my size?
The sizes presented on the product page, are the available sizes.

My sneakers are damaged, what can I do?
If your sneakers ordered on SneakerBAAS are damaged within 30 days and the damage is not caused by the use of the owner, contact SneakerBAAS webshop@SneakerBAAS.nl with your order number and a description and/or pictures of the complaint.

SneakerBAAS will handle the complaint and review the damaged sneakers. If necessary we will contact the supplier (brand) of the sneaker. If the damage is caused by production fault we will ensure you will receive another pair of sneakers (same amount). It is not possible to receive a refund in the case of damaged sneakers.

The product I purchased is now in the sale; can I get the difference refunded?
Unfortunately it is difficult to indicate whether and when a product will get a sale. We do not compensate a product that you bought and later had a price cut. 

Why order at SneakerBAAS?
SneakerBAAS is your number one store for exclusive sneakers since 2007. SneakerBAAS not only offers customers great sneakers but also a unique webstore experience. Our goal is to offer SneakerBAAS customers the latest exclusive sneakers while supporting you with a top-notch personal service and the advantage of secure online shopping.

Our strong points: 

Exclusive Sneakers
You will find exclusive sneakers and limited editions from big name brands like Nike, Adidas, Vans, Puma and Converse on SneakerBAAS. Additional, SneakerBAAS also offers some brands that are harder to find online like Jordan, Clarks Originals, Saucony and New Balance.

Biggest Sneaker collection
SneakerBAAS has the most extensive collection of sneakers in Europe. If you can’t find the sneakers you are looking for at SneakerBAAS, you will not find them anywhere.

Safe and Secure Shopping

Our customers are able to choose between several secure payment options provided by an international established payment provide. Your payment is being handled within a secure environment and can be handled with: Paypal, Klarna and creditcard.

Simple Navigation

Shopping at SneakerBAAS is easy! Our webstore is designed for your convenience and easy to use to ensure a great online shopping experience. Intuitive operation and various search options allow you to find the sneaker you are looking for quick. With the Quick Shopping option your purchase can be placed simple, reliable and fast.

Reliable Shipping
Orders that are in stock are usually shipped within 24 hours with a reliable international shipping company. You can track your order in detail using the unique tracking number provided to you by the shipping company. 

Personal Service
You can contact our trained customer support team directly by e-mail or telephone hotline. Your question is answered in personal way and without any long waiting time.

Does SneakerBAAS get the yeezy sneakers?

At this moment SneakerBAAS is not getting the yeezy sneakers, we hope in the future we will get these sneakers from adidas. As soon as we got more info about yeezy sneakers, we will announce this on our website and social media. 

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