What if my order is damaged?

What to Do If You Receive a Damaged Order

If your order arrives with any damage, whether to the product itself or the packaging, please follow these steps:

1. Inspect Your Order Immediately

   • Upon receiving your order, carefully inspect the items for any visible damage. This includes checking the sneakers, packaging, and any other accessories that were part of the shipment.

2. Document the Damage

   • Take clear photos of the damaged item(s) and packaging. Ensure that the damage is clearly visible in the images. This documentation is important for processing your claim.

3. Contact Us Immediately

   • Report the damage to our customer service team within 48 hours of receiving your order.
   • Email us at support@sneakersx.co.za or contact us via WhatsApp at +27 618 248 541.
   • Include your order number, a description of the damage, and the photos you’ve taken.

4. We’ll Assist You with a Resolution

   • Once we receive your report, we’ll investigate the issue and provide instructions on how to proceed. Depending on the situation, we may offer:
     • A full refund
     • A replacement item
     • A partial refund or discount if the damage is minor but still impacts the product’s quality

Return or Exchange Process for Damaged Items

If your item is eligible for a return or exchange, follow these steps:

1. Return Authorization

   • Our team will provide you with a return authorization number and return shipping instructions.

2. Return the Damaged Item

   • Carefully package the damaged item and include the original packaging (if possible). Ship the item back to us using the return label provided.
   • We’ll cover the return shipping costs for damaged or incorrect items.

3. Receive a Resolution

   • Once the damaged item is returned and inspected, we’ll issue a refund or send a replacement depending on your preference. This process usually takes 5–7 business days.

Frequently Asked Questions

Q: How do I know if my order is damaged?

• Damage could include visible defects, such as scratches, tears, or issues with the product’s functionality. If the box or packaging is crushed or torn, the item inside may also be damaged.

Q: Can I get a replacement for a damaged item?

• Yes! If the item is defective or damaged, we can send you a replacement. This is subject to product availability.

Q: How long do I have to report a damaged item?

• You have 48 hours from the time of delivery to report any damage. After this time, we may be unable to process your claim.

Q: Can I return a damaged item for a refund?

• Yes, if the item is damaged, you can choose to receive a full refund to your original payment method.

Need Help with a Damaged Order? Contact Us

If you’ve received a damaged order or need assistance with a damaged item, our customer support team is ready to help:

• Email: support@sneakersx.co.za
• Phone: +27 618 248 541
• WhatsApp: +27 618 248 541 (for updates and support)
• Operating Hours: Monday–Friday, 9:00 AM to 6:00 PM

We are committed to providing high-quality products and service. If there’s an issue with your order, we will work quickly to resolve it and ensure your satisfaction.