Refund policy

Right of withdrawal

Every product comes with a 14-day right of withdrawal from the day you receive your order. There is no cancellation or service fee.

Notify us at sneak.fi/pages/palautus or in any other clear way (e.g. by email to contact@sneak.fi) within 14 days, and send the item back within 14 days of your notice.

Refunds

  • Refunds go to your original payment method within 14 days of your withdrawal notice. We may wait to refund until the return has arrived or you've provided proof of sending it.
  • If you return the whole order, we also refund the original shipping, up to the price of our cheapest standard delivery option. If you chose a more expensive option (e.g. home delivery instead of a pickup point), the difference isn't refunded.
  • How soon the refund shows on your account depends on your payment provider.

Return shipping costs

You pay the return shipping, which is deducted from your refund. Prices include VAT.

Country Price
Finland €9.90
Finnish archipelago €41.90
Estonia €15.90
Estonian islands €29.90
Latvia, Lithuania €19.90
Germany €19.90
German islands €31.90
Denmark €19.90
Danish islands €33.90
Belgium, Luxembourg, Netherlands €19.90
Dutch islands €33.90
Austria, Poland €25.90
Czechia, France €27.90
French islands & Corsica €37.90
Ireland, Italy, Portugal €29.90
Romania, Spain €31.90
Balearic Islands €41.90
Croatia, Greece, Hungary, Slovakia, Slovenia €33.90
Bulgaria €49.90
Sweden 119 kr
Swedish islands & Gotland 449 kr

Returns are always sent with the return label we give you. We don't offer other return methods and we don't collect returns from pickup points. If you send a return another way anyway, you do so at your own risk: you pay for it, and we're not responsible for the parcel being lost, delayed or damaged before it reaches us. Keep the carrier's receipt until your refund has been paid.

Pack your return carefully. We're not responsible for damage or loss caused by inadequate packing or your own shipping label.

Partial returns: If you return only part of an order that qualified for free or reduced shipping, and the items you keep come to less than the free-shipping limit (€170), we deduct the normal price of the shipping method you chose for the items you keep (e.g. pickup point in Finland €4.90).

Bundle deals: If you return only some of the items bought as a bundle, the items you keep are charged at their normal price and the difference is deducted from your refund. Returning the whole bundle is refunded as normal.

Condition and packaging

  • You may open the package and try the item on as you would in a shop.
  • For many of our products, such as sneakers, collectibles and Pokémon products, the original packaging is part of the item's value. Returned items are resold as new, and the next buyer or the marketplace we sell through only accepts them complete: in the original packaging, undamaged and with all accessories. Without these, the item can no longer be sold as new. Return the item in its original packaging with all accessories, and don't use the product packaging (e.g. the shoebox or the product's own bag) as the shipping box.
  • If the packaging or accessories are missing or damaged, the item shows more wear than trying it on would cause, or a sealed product (e.g. a booster pack or blind box) has been opened, we deduct an amount matching the actual loss in value from your refund. Depending on the case, the deduction can be up to the full price of the item, for example for an opened booster pack.
  • Sealed hygiene products (e.g. socks, underwear) can't be returned once the seal has been opened.
  • If you send the return in a clearly bigger box than the original, we deduct the volume surcharge the carrier charges us from your refund.

Sneak Verification tag

The tag is part of our authenticity check and protects us and our customers from fraud: it lets us confirm that the item returned is the one we sent. If your item came with a tag, please keep it attached.

Swapped items

We inspect every return. If the item returned isn't the one we sent (e.g. a different unit, a replica or a used item), we send it back to you at your expense and no refund is paid for it.

Pre-orders

Pre-order items are sourced for your order from our suppliers, mainly in Europe and elsewhere in the world when needed, and inspected at our warehouse before shipping.

  • Cancellation: you can cancel a pre-order free of charge until we email you that your order is processing. Processing starts once we've confirmed the order with our supplier, and the order can't be cancelled after that.
  • Returns: once an order is processing, you can return it within 14 days of the item arriving under these terms.
  • Delivery time: processing can take a while. Rarely, customs or another factor outside our control can delay delivery. We keep you updated on your order's progress.

Because every pre-order is sourced individually, cancellations and returns cause us significant costs. Please order only the items you plan to keep and check the size before ordering. This helps us keep prices as low as possible.

If you're unsure about the size or fit, ask our customer service before ordering – we're happy to help.

If pre-orders are cancelled or returned repeatedly, we may need to limit new pre-orders.

Cancelling an order before it ships

You can cancel an in-stock order free of charge until packing has started. You can cancel a pre-order free of charge until we email you that your order is processing. Contact our customer service (contact@sneak.fi). After that the order can no longer be cancelled, but you can return it once it arrives.

Exchanges

Exchanges are made at sneak.fi/pages/palautus. Shipping is charged in both directions. Any price difference is charged or refunded. Discount codes don't apply to exchange items. If you paid with Klarna, don't report the exchange to Klarna, as it isn't a refund.

Free gifts

The free gift is yours to keep, even if you return your order. You don't need to send it back, and its value is never deducted from your refund.

Repeated returns

If the same customer returns or cancels orders repeatedly, we may need to limit new orders.

Claims – defective product

If a product is defective, let us know as soon as possible after you notice the fault. Send clear photos of the fault, your order number and a short description. We cover the shipping costs if the fault is our responsibility.

Don't use the product if you notice a fault. Contact us before using, washing or repairing it, so we can send it to the manufacturer or supplier for inspection if needed. Using it after you've noticed the fault can make the fault harder to verify.

Faults do not include, for example, damage from use or wear, care against the manufacturer's instructions, changes made by a third party, normal properties of materials (such as leather developing a patina) or small differences within manufacturing tolerances. A product in the stated size that doesn't fit as you expected isn't defective.

Uncollected parcels

An uncollected parcel without separate notice is not a return.

Uncollected parcels incur a €10 handling fee in addition to the return costs.

When an uncollected parcel comes back to us, you have 7 days to ask for it to be resent at your own cost. If you don't ask within 7 days, the order is automatically handled as a return.

UPS/DHL deliveries from our separate warehouse can't be resent. Uncollected UPS/DHL shipments are automatically charged a €15 handling fee to cover the higher return and handling costs. This delivery method is shown at checkout as "UPS/DHL".

Other

Discount codes can't be added to an order afterwards or combined with other discounts. Separate orders can't be combined afterwards.

These terms don't limit your rights under consumer protection law. The terms in force at the time of your order apply.

Payment disputes

Always contact our customer service first (contact@sneak.fi) before raising a claim or payment dispute with your bank, card company, Klarna or another payment service. We can usually sort it out faster directly with you. A payment dispute puts your order on hold until the payment service has resolved it, which can delay your refund.

Disputes

If we can't reach an agreement with you, you can contact the Finnish consumer advice service (kkv.fi/kuluttajaneuvonta) and take the matter to the Consumer Disputes Board (kuluttajariita.fi).

How to notify a withdrawal

Make a return request at sneak.fi/pages/palautus or contact our customer service (contact@sneak.fi). Include your order number.