How do I create an account on fresneakers.com?

Creating an account is very straightforward. Simply fill in your details here and you will be able to view your order status and history.

What payment methods do you accept?
We currently only accept Visa, Mastercard, Paypal, Apple Pay and Google Pay. We are working hard to expand our payment methods. 

Are your products authentic?

Yes, our products are 100% authentic and genuine and each pair of sneaker. As we are a very small sneaker reselling shop, we have invoice receipts proving authenticity for every pair of sneakers being sold on our website. 

Why is my shoe size not available for some trainers?
Many of our sneakers are limited edition pieces and may not be available in all sizes. If you do not see your size in the drop down menu, it means we do not offer the size you are looking for for the specific model of sneaker. If the item is labelled as sold out, there is a chance the item will not restock as mentioned most of our sneakers are limited edition pieces but we do recommend for you to check back at a later date for classic pieces.

How do I find my correct shoe size?

Please visit our size guide which will help you determine and pick the correct shoe size.

Where is my order and how can I track my shipment?

Once you have placed an order, you should receive a confirmation email regarding your recent order with your order number. Your order can take up to 72 hours to process. Once your item has been dispatched, you will receive a separate email which will include your tracking number which you can use to track your package here.

Do you ship internationally?

Yes, we currently ship internationally. To see more information, please visit our shipping information page here.

Where are your packages shipped from?

All of our products are supplied and shipped from the United Kingdom.

How do I return an item if I have changed my mind and no longer want it?

If you would like to return an item, please contact us beforehand and we will let you know if you are eligible for a refund. Please note we do not accept any worn items and the returning item is expected to be in the same condition as you received it. Please note that the customer will bare the return shipment cost if the reason for return is not due to our error. For more information, please see our return policy here.

Where do I return my order?

Please contact us in advance before returning an order as you may not be eligible for a refund. Once you are eligible for a return/refund, we will provide you with further return details.

Can I cancel my order?

If you would like to cancel your order, please contact us as soon as possible by submitting a contact form here or email us directly with your order number and ‘Order Cancellation’ as your subject title. Unfortunately, if you order has already been dispatched, you will need to refuse your parcel upon delivery or follow the return instructions to apply for a full refund with the shipping cost deducted. For more information, please see our return policy here.

Where is my refund?

Your order will only be refunded once your item has been returned back to us. Once your item has arrived at our sorting department, we aim to process your refunded within 48 working hours and it should arrive into your account within 3-5 days of processing. If you still haven’t received your refund by then, please contact us and we will investigate your issue immediately.

Can I exchange my order instead of returning it?

Unfortunately we are unable to do exchanges for orders at this time. If you have any issues regarding an item you received, we would recommend you to contact our support team and they will be able assist you in giving you the best solution. 

How do I contact customer support?

If you have any questions or issues regarding an item or and order, please feel free to contact us by submitting a contact form here and we will aim to get back to you within 48 working hours.

Why are some of your prices so much higher than retail price?

Many of the sneakers we offer are limited edition pieces with limited number of pairs available due to the high demand. 

Do you have an affiliate marketing program?

No, unfortunately we currently do not have an affiliate program.

Does fresneakers offer warranty for their shoes?

No, we do not offer warranty for any pair of sneakers purchased through fresneakers.