You will find all the information you need regarding exchanges, refunds and returns. If you still have questions, we suggest you browse through our frequently asked questions that we have compiled from previous questions.
Important pages to read:
Our exchange or refund policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. But, get in touch with us we will try and sort an agreement!
We cannot and will not accept requests for refunds under the basis of expecting our products to be of another brand. We are not advertising our products as another brand or entity. We have advertised very clearly that our own branded sneaker collection is AIC, not any other brand.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back before contacting us first.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error we cannot honour a refund or exchange.
We only accept exchange requests if they are the wrong size in relation to what you have ordered or if the item is damaged. If you need to exchange it for the same item, contact us and we will make arrangements asap.
The steps to processing an exchange:
- Contact us and we can start the process of an exchange.
- Forward details and attach photos to prove damage.
- If the claim is valid, we will then process an exchange.
- We will then arrange where you need to send your order and we will send out a replacement immediately.
Where do I send my order for an exchange?
Please get in touch with us so we can confirm your exchange and provide the address for your exchange.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged item to reach you, may vary.
If you are shipping an item over £40, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
The steps to processing any refund claims:
- Contact us and we can start the process of a refund.
- Forward details and attach photos to prove any claims.
- If the claim is valid, we will then notify you via email.
- We will then arrange where you need to send your order and we will refund the full amount excluding your shipping costs once we have received the items.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted as each bank operates differently.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items, offers or discount items (if applicable)
Regular priced items may be granted a full refund, any sale items cannot be discounted, but will be offered a partial refund on the basis of the claim.
Gifts & vouchers
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.