Complaints

Before receiving the parcel, always check whether it has not been damaged during transport. If the packaging has visible external damage, we recommend that you refuse to accept the shipment and then contact us at shop@cityofsneakers.com 

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After paying the cash on delivery amount and confirming receipt of the parcel, it is possible to open the parcel in the presence of the courier - if any discrepancies are found, a discrepancy report is prepared, which constitutes the basis for a subsequent complaint.

If the purchased goods turn out to have manufacturing defects or do not match the description, please follow the following complaint procedure:

Send us the product you want to complain, attaching a written statement in which you describe the detailed reasons for the complaint, the form of compensation, as well as the return address and account number to which the refund will be made (depending on the decision made by the store).
Within 14 days of receiving the shipment, we will inform you by e-mail or telephone about the result of the complaint procedure.
If the complaint is considered positively, within 7 business days from the date of the decision, we will compensate you for the costs incurred by: repairing the complained product, sending a new product or refunding your money.
If the complaint is considered unjustified, we will provide you with a detailed justification of the decision and we will send back the complained product at our expense within 14 business days.

If you have any doubts, please contact us at the following e-mail address: shop@cityofsneakers.com

We will provide you with tips on how to file a complaint quickly and smoothly.

Return of products

In accordance with applicable regulations, within 14 calendar days from the date of delivery of the ordered goods, you have the right to return them without giving reasons as part of the withdrawal from the contract, in accordance with the general principles arising from the provisions on concluding distance contracts. This applies only to consumer sales, and therefore applies only to sales to a natural person who makes a purchase for purposes unrelated to professional or business activity.

The returned product cannot bear traces of use - each element must be complete and factory-packed, the goods delivered in the original packaging in unchanged condition. If this condition is not met, the product will not be accepted.

If you want to return a product:

Send back the purchased product in undamaged condition and in its original packaging with all its contents.
Attach a written statement to the shipment stating your willingness to return the product, as well as the account number to which the refund will be transferred*
Within 3 business days of receiving your shipment, we will check the condition of the delivered product (whether it shows no signs of use, whether it has been damaged or destroyed, whether it is in the original packaging with all its contents).
If we note no contraindications, we will send information to your email address that the return of the product has been approved. The refund will be made to the attached account number within 7 days. In case of payment by payment card, the refund will be made to the card.
* WITHDRAWAL FROM THE CONTRACT AND RETURN/COMPLAINTS OF GOODS

If your product return is rejected (due to damage to the product or signs of use), we will send you information about the rejection of the product return to the e-mail address provided. We will send the product back to the indicated return address within 7 business days, covering the shipping costs.

Address for returning goods:

PR INTERNATIONAL TRADE LIMITED UNIT 2A, 17/F, GLENEALY TOWER NO.1 GLENEALY CENTRAL HONG KONG 999077 HONG KONG Hongkong SAR