You’re protected against:

• Items not received (lost in transit)
• Items delivered damaged
• Wrong item/size shipped (our error)
• Authenticity concerns (covered by our Authenticity Guarantee)

When a claim is approved, we will refund or replace the item (subject to availability).

What’s Covered (and how we resolve it)

Item not received (lost in transit)

• No movement or missing after the carrier’s estimated delivery window.
• Resolution: replacement or refund after carrier verification.

Delivered damaged

• Product arrives with significant damage not caused by normal packaging wear.
• Resolution: replacement or refund once photos are reviewed and damage is confirmed.

Wrong item / wrong size (our error)

• You received something different from your order confirmation.
• Resolution: prepaid return label + replacement or refund.

Authenticity concern

• Covered by the Authenticity Guarantee.
• Resolution: if confirmed, refund or replacement.

What’s Not Covered (common exclusions)

• Buyer’s remorse / fit issues (see Return Policy for eligibility).
• Minor packaging wear or small cosmetic box dings from transit.
• Use or wear after delivery (including creasing, sole wear).
• Unsecured delivery environments where a parcel is marked “delivered” but later goes missing (see “Delivery Security Options”).
• Claims outside the time windows below or without required evidence.
• Refused or undeliverable packages due to incorrect addresses or missed delivery attempts.
• Delays outside our control (weather, customs, carrier disruptions).
• Third-party assessments from unverifiable sources.

Your Responsibilities (to qualify for protection)

• Provide an accurate shipping address and be available to receive the order.
• Inspect on arrival and keep all packaging and accessories.
• Report issues within the claim windows below.
• Provide clear photos/videos when requested.
• For “delivered but not received,” contact us immediately and check with household members, building management, and the carrier.

Claim Windows & Evidence

• Damaged on arrival / Wrong item: report within 7 days of the carrier’s delivered date.
• Not received (lost in transit): report after the carrier’s estimated window has passed, and within 14 days of that date.
• Delivered but not received: report within 48 hours of the “delivered” scan.

What to include: Order number, description of the issue, and clear photos (exterior box, shipping label, inner packaging, product, visible damage/label details). For “delivered but not received,” we may request a brief non-receipt statement and ask you to contact the carrier so we can open an investigation.

How to File a Claim (simple steps)

1. Email: contact.snkrdome@gmail.com
2. Use subject: Buyers’ Protection – Order #SN-12345
3. Include: your name, order number, issue type (not received / damaged / wrong item / authenticity), and photos/video.
4. Keep all packaging until we confirm next steps.
5. We assess the claim and coordinate a refund or replacement if approved.

Delivery Security Options (recommended)

• Signature on delivery
• Hold for pickup at a carrier location
• Alternate secure address (workplace or staffed location)

Note: If you opt out of delivery security (e.g., no signature) and a parcel is marked “delivered,” our ability to approve a “delivered but not received” claim may be limited.

How This Policy Works with Other Policies

• Authenticity: see our Authenticity Guarantee (every pair verified; confirmed issues = refund or replacement).
• Returns & Refunds: timelines and eligibility are set out in our Return Policy and Refund Policy.
• Shipping: delivery methods and timelines are detailed in our Shipping Policy.
• Terms of Service: this Buyers’ Protection Policy forms part of our Terms of Service.

Chargebacks & Fraud Prevention

We’re here to help—please contact us first to resolve any issue quickly.
Unauthorized payment disputes or suspected fraud may result in order cancellation and/or account restriction in line with our Terms of Service.

Plain-Language Promise

We exist to make buying sneakers worry-free. If something is wrong, tell us—we’ll look after you and keep you informed at every step.