Frequently Asked Questions
- What is The Estimated Delivery Time on UK Orders?
UK orders receive FREE Express Delivery.
All orders placed on Marsden Sneakers are processed within a 3-5 working day window, and dispatched using a 1-3 day tracked and insured delivery service.
Please allow 7 working days to contact us regarding your order. More often than not, items will arrive ahead of this timeframe.
- What is The Estimated Delivery Time on International Orders?
Worldwide shipping usually takes between 5-14 days, but it can sometimes take a little longer depending on your location.
Since the UK has left the EU, a few changes have been made which can affect the timing of your delivery. Import taxes have now been enforced. All shipping costs are calculated at checkout and customers are responsible for any additional customs fees, which are decided based on your region. Marsden Sneakers is not responsible for any extra fees or charges that may incur once your order reaches you.
- Does Marsden Sneakers Offer Next Day Delivery?
Next Day Delivery is available on the selection of inventory that we have in stock. If you have any questions about the availability of a particular product, please do not hesitate to contact us via email.
In the event where we work with our trusted team of suppliers to fulfil your order, additional handling time is required to fully authenticate and verify the item before it gets dispatched.
Once authenticated, the item will be dispatched using an express service, meaning it should be delivered to you on the next working day
- I've Received My Tracking Number & The Parcel is Showing an Error, What Should I Do?
In most cases, this issue will resolve itself within 24 hours as the courier will need time to update its system. However, if 24 hours have passed and your parcel is still showing an error, please send us an email at email@example.com so we can investigate your issue.
- I Made an Error With The Details of My Order, What Should I Do?
We will not be held responsible for lost parcels as a result of invalid delivery addresses, so please ensure you provide the correct address at checkout.
If you have made an error when selecting an appropriate delivery address, please contact us immediately so we have time to account for this change prior to dispatch.
Customers have a 30 minute window once the order has been placed to request a cancellation. Cancellation can only be approved if they fall in line with your statutory rights.
- I've Received My Order & The Contents Are Incorrect, What Should I Do?
In the unlikely event that the wrong size or product has been sent by Marsden Sneakers, the customer must inform us within 7 working days of receiving the item.
We will arrange a return, reimburse the shipping costs and send the correct replacement in the quickest possible time. The item must be still be unworn and in the condition it was received.
Returns & Exchanges
- Does Marsden Sneakers Accept Returns?
- What Are The Conditions For a Return?
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
Please note, at this time, we are exclusively offering exchanges or store credit as valid forms of return.
You are responsible for the postage of your return, we do not provide return labels. We ask that the package is returned to us in the condition it was received.
Any items sent back unprotected may be refused and sent back to the customer if damaged. If your return is not accepted you will be liable to pay for a shipping label to have the item sent back to you.
- How Do I Start a Return?
Simply email us at firstname.lastname@example.org with your order number, desired exchange and any additional details we should know about, i.e., the reason for your return.
Requests for a return will only be approved if they fall in line with your statutory rights. Please note that we do not accept returns for orders placed by mistake, duplicate orders, or due to personal style preferences.
- My Return Has Been Accepted, What Should I Do Next?
Once we have verified the conditions of your return, we will provide you with a return address for which you we kindly ask you send the shoes back to. Unfortunately, we are unable to provide shipping labels or QR codes.
Please ensure that the parcel is fully tracked and insured, as this will help speed up the overall process.
- What Do I Do Once I've Returned My Parcel?
Upon receiving your return, we will send you an email notifying you that we have received your items and your return is being processed.
Once we have fully verified the condition of the return, your replacement pair will be dispatched, should you opt for a different size. Alternatively, store credit can be issued for you to use at a later point. You will be invoiced in the instance where there is a remaining balance to be settled.
- What Information Do We Collect?
When you sign up or place an order using our website, you voluntarily share with us certain information. This includes your name, email address, billing address, phone number and payment information.
You are able to opt out of sharing certain information, like your email address or phone number, however they will be needed in order to contact you directly regarding your order.
- How Do We Use Your Information?