Here to help.

Yes, as long as your trainers haven't been sent to us yet. Cancel before they're on their way and you'll get a full refund.

Once we've received your shoes we can't issue a refund, but we'll gladly send them back to you. Shoes that have already been cleaned can't be refunded.

To cancel, email help@thesneakerdoc.uk or message us on WhatsApp on 07398 657673.

Let us know within 48 hours of collecting your trainers or getting them back, using the same way you booked with us.

The first step is for your trainers to come back to our lab so we can inspect them. We'll then have another go at cleaning them. If you're still not happy with the standard after that second attempt, we'll refund the price of the service.

Refunds or replacements are only processed once we have the items back.

We clean every pair to the highest standard we can, using safe cleaning methods, but we can't guarantee that every stain will come out.

If you'd like us to try harsher techniques on a stubborn stain, we're happy to, but only at your request, and we can't be held liable for any damage caused by trying.

We take the utmost care with every pair, but all items are cleaned at the owner's own risk. We have no control over how trainers are made or the quality of their materials, so we can't be held liable for:

• Colour loss, fading, colour transfer or discolouration
• Shape loss, alteration or shrinkage
• Stiffening of the material, or creases and wrinkles forming
• Any other unforeseen effect of the cleaning process

We're also not responsible for damage that was there before your trainers reached us, whether caused by you or another company, or for problems outside our service.

We take every damage claim seriously and will investigate. If the investigation shows the damage was caused by our negligence, compensation won't exceed three times our standard cleaning charge for that item, whatever the brand or condition.

Yes, please. Check every item when you collect it or when it arrives, and tell us straight away if you're not happy or something's wrong.

If you don't raise it within 48 hours, we'll take it that you're happy with the clean. Once items have left our care we hold no further liability for them.

Please check your trainers for personal belongings before you hand them over or send them. We can't take responsibility for anything left with them, including cash, jewellery or dust bags.

Please collect them within 5 working days of them being ready. After that we may charge a holding fee of £2.00 a day.

Any trainers or products left with us for more than 3 months will be disposed of.

First, double check your bank account. If it's still not showing, contact your bank, as refunds can take a little while to be processed before they reach your account.

If you've done both and still haven't received it, email us at help@thesneakerdoc.uk.

We may refuse a service or decline to process any item at our discretion, and we may update these terms from time to time.

We offer a 14-day cancellation period for online purchases.

If you've changed your mind, you have 14 days from receiving your order to let us know you'd like to cancel. You'll then have a further 14 days to send your items back.

To arrange a return, simply email help@thesneakerdoc.uk with your order number and we'll provide the next steps.

We ask that products are returned unused, where possible, and in their original packaging.

If a product has been used or handled beyond what's necessary to inspect it, we may make a reasonable deduction from your refund to reflect any reduction in its value.

For change-of-mind returns, customers are responsible for return postage costs.

The easiest way is to ask us for a Royal Mail returns label when you email us. We'll send it over and take the cost of the label off your refund.

If you'd rather post your items back yourself, we recommend using a tracked delivery service and keeping proof of postage until your refund has been processed.

If you've received a faulty, damaged or incorrect item, we'll cover reasonable return postage costs where a return is required.

We don't currently offer direct exchanges.

If you'd like a different product, simply return your original purchase in accordance with our returns policy and place a new order through our website.

For change-of-mind cancellations, we'll issue any refund due within 14 days of receiving your returned items or receiving evidence that you've sent them back, whichever is earlier.

Your refund includes the price of the items and the standard delivery charge you paid on your order. If you used one of our Royal Mail returns labels, its cost is taken off the refund.

Refunds will be issued to your original payment method.

We're sorry if something has gone wrong with your order.

Please contact help@thesneakerdoc.uk as soon as possible with:

• Your order number
• The name of the affected product
• A brief description of the issue
• Clear photographs

Our team will review the issue and work with you to arrange a refund, replacement or other appropriate solution in accordance with your statutory consumer rights.