FAQ

I have not received a confirmation email yet, was my order successful?

The confirmation email may have ended up in your spam folder. Please check this mailbox and add us to your address book in order to receive updates on your order.

The item I want is out of stock. When will it be restocked?

Unfortunately we do not have exact restock dates due to the nature of our vintage pieces. However, we do offer the option to receive notifications when the item is back in stock. Simply enter your email after clicking on “Email when available” button on the respective listing page. 

Where are you located?

We are located in Barcelona, Spain. 

What kind of packaging will my order come in?

All orders will come in a SneakerMask original design box or envelope. Orders are nicely and neatly packaged, perfect for gifting if you choose to. 

Will my mask come with a Certificate of authenticity?

Yes. We provide official SneakerMask Certificate of authenticity for all our masks. All designer materials we use are responsibly sourced from our reputable suppliers who have decades of experience. 

What is your return policy?

SneakerMask products may be returned for store credit OR exchanged for an alternate item within 10 days of receipt. In order to begin the return process please email info@sneaker-mask.com with your order number and return reason. The product must be returned to is in original condition for return/exchange to be processed. Once processed, SneakerMask store credit will be e-mailed via electronic gift card. Gift cards cannot be returned or exchanged. 

CUSTOMER IS RESPONSIBLE FOR ANY SHIPPING & RESTOCKING FEES RELATED TO RETURNS/EXCHANGES 

If an item does not fit properly, we will be happy to adjust it for you free of charge (minus shipping fees). 

Shipping & Processing 

All our garments are hand-made, and production is now taking 4 to 6 weeks. Orders are sent out when production is complete. If you need your order urgently we offer a quick production service called Priority Customization. This is a guaranteed 10 working day production service which is charged at an extra 30% of the original price of the item(s).

Lost or Stolen Packages

If a customer incorrectly enters the shipping addresses, we will not be responsible for the package. If a package is returned to us, we will not be responsible for the extra fees to re-ship the item.

Where do you ship?

We ship worldwide. International shipping fees are calculated during checkout.