We handle each query on an individual basis to the best of our ability. While we hope that you love your SINOBI, if you are not perfectly satisfied with your pair - we will offer you a refund or an exchange.
RETURNS, EXCHANGES AND REFUNDS
How many days do I have to return my pair? You can return or exchange SINOBI within 14 days from the day you have received your package.
How long will it take to get my refund? If your order was not shipped to you - we will issue a refund within 10 days after confirmation. If your order was delivered to you - we will issue a refund within 10 days when we receive your package back.
What is non-refundable? Gift cards, samples, customized SINOBI, shipping cost, customs duties and sales taxes are non-refundable.
What are the requirements for a return? Make sure that the SINOBI are in the same condition as you received them - unused, with a shoe bag in their shipping box. When trying on SINOBI, please take care not to mark the soles or damage the shoe box. Returns that are damaged or used may not be accepted and may be sent back to the customer. Please note that SINOBI reserves the right not to accept returns that have not been communicated or shipped within the returns time limit or, if the SINOBI are not in the same condition in which they were delivered to you.
What are the steps to make a refund?
Step 1. Contact firstname.lastname@example.org with subject “Refund - order #”
Step 2. Send us the photos of your pair: front, back, sides, top view.
Step 3. SINOBI Team will review and confirm your email request within 3 days. We will send you the delivery address information. If your order was not shipped to you - we will issue a refund within 10 days after confirmation. If your order was delivered to you - we will issue a refund within 10 days when we receive your package back.
Step 4. Sign the returns proforma invoice included in the box with your order - for the shipping carrier. If you have not received the “returns proforma invoice” - please contact email@example.com with subject “Returns invoice - order #”.
Step 5. Prepare your SINOBI package and set up the shipping of your choice.
We use DHL express as our international shipping carrier. The shipping time takes up to 1 week. Delivery to Russia is made by a national post service and takes 2-4 weeks.
Shipping costs are non-refundable. The cost of return shipping will not be included in your refund, unless the item is faulty. Please manage the pick-up through a courier of your choice, using a trackable shipping method. Please note that returning a pair may incur additional charges or be delayed by customs depending on your country.