FAQs

We have a 2-day return policy, which means you have 2 days after receiving your item to request 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. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at returns@sneakerp.com. Please note that returns will need to be sent to the following address: 5428 Harford Rd, Baltimore MD 21214.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at returns@sneakerp.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at returns@sneakerp.com.

Yes, When a customer sells their item to us, our team of experts—boasting over 30 years of combined experience—authenticates each piece by hand. After a thorough cleaning process, every item undergoes a final inspection in our detailing department and is tagged with our exclusive Sneaker Premier Authenticated Tag. We are confident that when we list new products for sale, they are 100% authentic.

However, if you ever have concerns about authenticity upon receiving your item, we stand by our commitment to quality. Simply provide a valid authentication receipt from a recognized source, and we guarantee an immediate 100% refund. Please note, in order to qualify for a full refund, the shoes must still have the original Sneaker Premier Tag attached. While we strive for perfection, we recognize that even experts can make mistakes, but we’re dedicated to ensuring you receive nothing but the best.

We have a rigorous, brand-specific authentication process that uses both human expertise and AI and Machine Learning. In addition, established in 2014 we have 10 years of experience of authenticating luxury consignment, we have an extensive set of data — which serves as the backbone of our authentication process.

Our team works diligently and is constantly innovating to ensure we maintain the highest standards and keep fraudulent products off the market.

*Brands sold on or through The RealReal (i) are not involved in the authentication of their products being sold through The RealReal and (ii) do not assume responsibility for any products purchased through The RealReal’s platform. Brands sold on or through The RealReal are not partners or affiliates of The RealReal in any manner.

Sneaker Premier has a fiduciary responsibility and is legally obligated to collect sales tax on orders shipped to U.S. jurisdictions that charge sales tax.

Because we want to deliver your items as soon as possible, we process orders in real-time during business hours. This means we are unable to cancel orders once they have entered the shipping process, which occurs within 15 minutes of placing an order during business hours. To find out if your order is eligible for cancellation, please text the letters TRR to the number 50347 and a client services specialist will text you right back or contact us by calling 1 855.435.5893 ext. 1.

If the 15 minute cancellation window has passed, you can initiate a return for eligible items once you receive your order. For return instructions, please click here.

Any items that cannot be returned may be eligible to be sold. Click here to learn more about selling your items with Sneaker Premier.

If you ever have questions about the authenticity of an item purchased from Sneaker Premier, please bring it into a retail location, or contact us at support@sneakerp.com. We will send items back to an Authentication Center for re-evaluation and will contact you to review the results upon completion. If there is any doubt on the item's credibility after the re-evaluation process, a full refund will be issued.