What is your policy for online purchases?
All sneakers must be returned in their original condition with the sneaker box and an outer box for protection purposes. Any returns sent back without an outer box 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.
Any item purchased in a sale, or with a promotional code, is only eligible for store credit.
You have 14 days from the date your order was received to return the item back to us. You will be charged a returns fee based on your location, and providing your refund follows our refund policy, you will receive a full refund excluding the initial delivery fee.
Please remember that for each order, you are only able to create one label. In the instance an order arrives in multiple packages, we would advise that you wait for all of your items to arrive before making a return.
If an item is returned without the original zip tie and tag, we reserve the right to withhold a refund. This policy is in place to guarantee the quality and authenticity of our products. By placing an order with us, you acknowledge and agree to adhere to this tagging policy. We appreciate your understanding and cooperation in maintaining the highest standards for our products.
How do I create a return?
You can create a return online by clicking here. Please also make a note of your order number, and your reason for returning and place it inside the outer protective box of your return.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed and a credit will automatically be applied to the original method of payment, within 10 working days.
What is your policy for in-store purchases?
Any items purchased in store are only eligible for store credit or an exchange, and you have 14 days from the date of purchase to return these back to us.
For clothing, returns must be unwashed and unworn. All returns must be brought back in original packaging, with all labels attached.
All sneakers must be brought back in their original condition with their original sneaker box.
Here at Kick Game, we want you to enjoy your purchase, whether it's brand new or pre-loved. That is why every one of our items goes through the hands of our authentication team before being in your hands.
What is the process for Pre-Loved shoes?
Once an order is placed online for a pre-loved item, the seller on our marketplace is triggered to send the item to us to check it over, to make sure it is as advertised and a genuine product. The seller has a certain number of days to ship to us so that you, the customer, receive your order in the timeframe given at the order confirmation.
If the seller does not ship the item within a certain timeframe, we will unfortunately reach out to inform you of this and offer you a full refund (this can take up to 5 working days to reach your account).
If the shoe is not a genuine product, we will reject this shoe immediately and process your refund (this can take up to 5 working days to reach your account).
If the shoe has slight variations, we will reach out to you with images, to show you, and ensure you are still happy. We won't take any chances, and want to ensure you receive your item in the state advertised. If you are unhappy with this, we can also offer you a refund (this can take up to 5 working days to reach your account).
We cannot accept returns on pre-loved items. All sales are final on pre-loved items. You can still receive our normal returns policy on brand new items. If you wish to relist your item with us on our marketplace platform, then you can do so by getting in touch with us to request to set up an account (note, we do not allow everyone to sign up for this service to ensure the highest caliber of sellers).
If you have any questions regarding pre-loved items, please contact us by clicking here. And remember, when you have your pre-loved items, or your brand new items, tag us on socials @toexcess where we may feature your image.