FAQ

Orders and Payment

How do I place an order? Add the desired items to your cart, enter your delivery information, and proceed to secure payment.

What payment methods do you accept? We accept credit cards (Visa, MasterCard, American Express), PayPal, and cryptocurrencies (Bitcoin, Ethereum).

Can I modify my order after validation? No, no modifications are possible after validation of your order.

Can I cancel my order? Cancellation is only possible before your order is prepared, with a $15 administrative fee.

Why was my order declined? Orders may be declined for security, availability, or anti-fraud reasons.

Shipping and Delivery

Where do you ship? We ship worldwide from our warehouse in New Mexico, USA.

What are the delivery times?

  • Standard: 10-21 days
  • Express: 5-10 days
  • Premium: 3-7 days

What are the shipping costs?

  • Standard: $25-35
  • Express: $45-65
  • Premium: $75-95

Can I track my order? Yes, you will receive a tracking number by email as soon as your order is shipped.

What should I do if I don't receive my order? Contact our support team with your order number. An investigation will be opened with the carrier.

Returns and Refunds

Can I return an item? Returns are possible under strict conditions within 7 days of receipt.

How do I request a return? Email returns@stridekicks.com with your order number and photos of the item.

What are the return fees? Return fees are 20% of the purchase price plus shipping costs.

What items cannot be returned?

  • Items over $400
  • Limited edition sneakers
  • Worn or damaged items
  • Sale items

What is the refund timeframe? Refunds are processed within 14-30 days after receipt of the returned item.

Products and Authenticity

Are your sneakers authentic? Yes, we guarantee the authenticity of all our products through a rigorous verification process.

Do you sell new or used items? We sell new and used items in excellent condition, clearly marked on each product page.

Where do your sneakers come from? Our products come from private collectors, partner stores, and the secondary market.

Do you offer manufacturer warranties? No, as an aftermarket reseller, manufacturer warranties do not apply.

How do I know my US size? A size guide is available on each product page with European equivalents.

Account and Security

How do I create an account? Click "Register" and fill out the form with your personal information.

I forgot my password, what should I do? Use the "Forgot Password" function on the login page to reset it.

Is my data secure? Yes, we use SSL encryption and comply with international security standards.

Can I delete my account? Yes, contact privacy@stridekicks.com to request deletion of your account.

How do I change my personal information? Log in to your account and go to the "My Profile" section.

Support and Contact

How to contact you?

What language do you offer support in? Our support is available in French and English.

What is your response time? We respond to all requests within 24 to 72 hours maximum.

Where are you based? STRIDEKICKS is an American company based in New Mexico, USA.

Legal Conditions

What terms apply to my purchases? All purchases are governed by our Terms and Conditions of Sale and New Mexico law.

Can I buy for resale? Purchasing for commercial resale is prohibited without prior written permission.

What happens in the event of a dispute? Disputes are resolved by arbitration under U.S. rules in New Mexico.

Do your prices include taxes? The prices displayed do not include customs taxes, which you are responsible for depending on your country.