Viewing info relevant to US & CA Customers
These instructions are for returning an order that was shipped to you from our US Warehouse. If your order was shipped to you from our EU warehouse, you must ship it back to the same warehouse. In that case, please see these instructions.
You are welcome to return any item(s) you have purchased online back to our warehouse for a full refund. Please follow the steps below and make sure to carefully read through the terms.
- The return is to be arranged and paid for by you as a customer. SNS does at this point, unfortunately, not provide any prepaid return label. For returns to our US warehouse, you can use our online return form (linked below in the instructions) to pay for and print out a return label.
- You must return your order to us within 30 days of making your purchase.
- SNS does not refund any shipping fees or any customs fees that have been paid by the customer.
- Our external warehouse in the US does not have the ability to provide any exchanges at this point.
- If you are returning your product purchased from our EU warehouse you may exchange your product for another size, in which case SNS will ship the exchanged product back to you at no further cost. We do not make any exchanges for other models or products. If the size you wish to exchange for is not available in stock, we will instead make a refund for that product.
- Remember that the shoebox is part of the product. If we received a damaged shoebox in return, we will charge a fee of 30Euros.
- The product you wish to return cannot be used and must be in mint condition.
Steps - for returns to our US warehouse:
(You will need a printer to return your order using our online return form. If you do not have this, or if you simply prefer, you may also arrange to ship back with your favorite shipping company - these instructions can be found further down. Kindly also note that we cannot accept returns of items that are marked as excluded from all promotion - I.E Limited products - in the online return form. They will not display during the return process but can be returned using your own means of return)
Steps for returning using our online form:
- Click this link to begin the return process or type the URL in your browser: https://sns.intelligentreturns.net/
- Insert your Order Number and Zip code (both details can be found on the order confirmation email)
- Please select the items that you would like to return and the reason for the return
- Confirm your personal information, make sure that all required fields are filled in
- Select Return Method and search for a nearby drop-off location
- Make sure you have a printer connected
- Select how you would like to pay the shipping back to our warehouse
- Pay the shipping fees
- Print out the shipping label and attach it to the outside part of the cardboard box
- Safely pack the products you wish to return in the box
- Visit the nearest shipping location and drop off your return
Returning using your own courier - not via the online form
Your order comes with a return form. Please fill this out and enclose it in the return shipment. It is very important that it is enclosed, otherwise, we will not be able to process your return. If you have not received one or have lost yours, you can download and print out a new one here.
- Pack the products you wish to return safely in the shipping box. Also, if you’re returning shoes, please remember not to damage the shoe box with tape, writing, shipping labels, etc.
- Take your product to a shipping company’s location or arrange with them for it to be sent back to us. You are free to use any courier of your liking, however, we strongly recommend that you use your local postal services rather than a specific courier. From our experience, this almost always ensures that there are no issues for neither you as a shipper or for us receiving the return order. The postal service is usually also your cheapest option.
Send your items to the following address:
(Please note that different addresses may be listed on the return form, however, please use the one above.)
- We advise you to pick an option where the return shipment is trackable. This is for your own convenience and safety.
- Save the tracking number and any receipt from when leaving the return shipment.
What happens next?
Once your return arrives at our warehouse we will unpack it, process it, and fulfill your refund or exchange. Once this has been done, we will notify you via email regarding your return or exchange.
We receive many returns and carefully review each one to ensure a continued high-quality standard on our products. Therefore, it may take up to 2 weeks for your return to be processed and for you to be notified.
Sales and Campaigns
Furthermore, if your purchase has been made during a sale, it is possible that we will experience an increased number of returns. We understand the importance and your desire of receiving your exchange or money back as soon as possible, however, are kindly asking for your patience and understanding that the process may sometimes take a bit of time during these periods.
Have you still not received an update regarding your return order?
If you can see that your return has been delivered to our warehouse, but you are yet to receive an update after 2 weeks, please do not hesitate to contact us including the name of the courier you used and the tracking number. We will then do our best to help you.
Improving our return services
We want to improve the customer experience and understand that a vital part of this includes returning and exchanging orders. We may, therefore, reach out to you with a short update asking for your feedback once your return has been completed. Your input, whether positive or negative here is greatly appreciated.
Thank you for your cooperation. Stay safe.
PayPal free returns
If you are signed up, you can get access to free returns via PayPal. For more information please see here: (link to https://www.paypal.com/us/webapps/mpp/returns)