Customer Service
Welcome to BigBoiSneakers Customer Support.
At BigBoiSneakers, we are committed to providing a premium shopping experience with authentic products, fast communication, and reliable support. Whether you need help with an order, sizing, shipping, or product information, our team is here to assist you.
Contact Us
Customer Support Email
hello@bigboisneakers.com
Business Hours
24 Hours, 7 Days a Week
Response Time
We aim to respond to all enquiries within 24 hours.
Order Support
To help us assist you faster, please include the following when contacting support:
Shipping Information
Processing Times
Orders are typically processed within 1–2 business days after payment confirmation.
Tracking
Once your order has been dispatched, tracking information will be sent to your email automatically.
Delivery
We offer both New Zealand and international shipping with tracked delivery services.
Please note that shipping times may vary during public holidays, new product launches, or courier delays.
For more details, please visit our Shipping Policy page.
Returns & Exchanges
We accept returns on eligible items in accordance with our Returns Policy.
To qualify for a return or exchange:
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Items must be unworn and unused
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Original packaging must be included
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Return requests must be submitted within the eligible return period
Please note:
For full details, please visit our Returns & Refund Policy page.
Authenticity Guarantee
Every item sold by BigBoiSneakers is 100% authentic.
We carefully source and verify all products to ensure our customers receive genuine sneakers, apparel, and collectibles with confidence.
We do not sell replicas or counterfeit products under any circumstances.
Payment Options
We offer secure checkout and multiple payment methods including:
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Visa
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Mastercard
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PayPal
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Afterpay
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Apple Pay
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Google Pay
All payments are processed securely through encrypted payment gateways.
Damaged, Incorrect, or Missing Items
If you receive:
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A damaged item
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An incorrect product
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An incomplete order
Please contact our support team within 48 hours of delivery and include:
Our team will work to resolve the issue as quickly as possible.
Frequently Asked Questions
Are your products authentic?
Yes. Every item sold by BigBoiSneakers is guaranteed authentic.
Do you ship internationally?
Yes, we offer worldwide shipping to selected countries.
Can I cancel my order?
Orders may only be cancelled before dispatch. Once shipped, orders cannot be cancelled.
Do you offer exchanges?
Yes, subject to product availability and eligibility requirements.
How do I track my order?
Tracking details are automatically emailed once your order has shipped.
Need Further Assistance?
Our team is always happy to help.
Please contact:
hello@bigboisneakers.com
Thank you for shopping with BigBoiSneakers.
Ordering & Payment
Q: How do I know the sneakers I'm buying are authentic?
A: All the items we sell are
guaranteed to be 100% authentic. All items go through a
thorough authentication process to ensure the legitimacy of the pairs. We pride ourselves heavily on our knowledge of authentic sneakers and streetwear.
Currency / Tax
All orders will be charged in New Zealand Dollars (NZD). All GST/tax is included in the price of our items.
Q: What payment methods do you accept?
A: We accept major credit cards, debit cards, and secure online payment methods. All transactions are encrypted for your security.
Q: Do you offer any discounts?
A: Yes! We currently offer $50 off when you purchase any two items. Watch our website for seasonal sales and special promotions.
Shipping & Delivery
Q: How much is shipping?
A: Free shipping is available on orders over $100. Standard shipping rates apply for orders below this amount.
Q: Where do you ship to?
A: We currently ship within New Zealand and to select international locations. Shipping costs and delivery times vary by location.
Q: How long will it take to receive my order?
A: Domestic orders typically arrive within 3-5 business days. International shipping times vary by location and shipping method selected.
Returns & Exchanges
Q: What is your return policy?
A: We accept returns within 14 days of delivery for unworn items in original condition with all tags attached. Return shipping costs may apply.
Q: What if I receive the wrong size?
A: Contact our customer service team immediately. We'll arrange an exchange for the correct size, subject to availability.
Q: How do I make a return?
A: Contact our customer service team to initiate a return. We'll provide you with a return authorization and detailed instructions.
Product Information
Q: How do I find my size?
A: We provide detailed size guides for each brand. If you're between sizes, we recommend going up half a size for most sneakers.
Q: Are the prices in NZD?
A: Yes, all prices listed on our website are in New Zealand Dollars (NZD) and include GST.
Q: Do you sell used sneakers?
A: No, we only sell brand new, authentic sneakers sourced from authorized suppliers.
Account & Orders
Q: Do I need an account to make a purchase?
A: While creating an account is recommended for a better shopping experience, you can also check out as a guest.
Q: How can I track my order?
A: Once your order ships, you'll receive a tracking number via email to monitor your delivery status.
Q: Can I modify or cancel my order?
A: Please contact us immediately if you need to modify or cancel your order. Changes may be possible if the order hasn't been processed yet.
Customer Support
Q: How can I contact customer service?
A: Our customer service team is available via email and our contact form on the website. We aim to respond to all inquiries within 24 hours.
Q: Do you offer price matching?
A: We consider price matching on a case-by-case basis for identical items from authorized retailers.
Q: What if I have a problem with my purchase?
A: Contact our customer service team immediately with your order number and details of the issue. We're committed to ensuring your satisfaction with every purchase.
