Returns & Refunds Policy

Updated July 2025

At Big Boi Sneakers, we’re committed to providing authentic, high-quality sneakers and collectibles with top-tier customer service. Please read the following carefully before making a purchase.

💥 All Sales Are Final

Due to the nature of the resell market and the limited-edition nature of our products, all sales are final. This means we do not offer refunds, exchanges, or returns for:

• Change of mind

• Wrong sizing

• Duplicate orders

• Delays in shipping due to courier services

We strongly encourage customers to double-check their size, shipping address, and payment details before completing their purchase.

Need help with sizing? Get in touch here — we’re happy to assist before you place your order.

⏳ Extended Processing Time Orders

Some products listed on our website may include extended processing times, which will be clearly noted in the product description (e.g., "Please allow 8–10 business days for processing").

These items are sourced and processed through our Australian warehouse, giving our NZ customers access to:

• Exclusive drops

• Rare pairs

• New releases not readily available locally

If your order includes one of these items, please allow for the full stated processing period before reaching out about shipping updates. We’ll always provide tracking details once your item is on the way.

🛠 Damaged or Incorrect Items

In the unlikely event that your item arrives damaged, defective, or not what you ordered, please contact us within 48 hours of receiving your order.

To lodge a return claim, please email:
📧 hello@bigboisneakers.com
Include:

• Your order number

• Clear photos of the item and packaging

• A brief explanation of the issue

We’ll review your claim and let you know the next steps. If approved, we may offer a replacement or store credit depending on product availability.

🔍 Authenticity Guarantee

Every product sold on Big Boi Sneakers is 100% authentic and carefully verified by our team before it’s shipped.

We do not accept returns based on claims of inauthenticity unless supported by verified third-party authentication from an authorised service (e.g., Legit App, eBay Authenticity Guarantee).
Suspicious or false claims will not be entertained.

📦 Return Shipping

If a return is approved (due to damage or error), we’ll provide further instructions, including where to send the item. In some cases, we may cover return shipping costs — this will be decided case by case.

Items must be:

• In original condition (unworn, unopened, unused)

• With original box, packaging, and tags intact

• Returned within 7 days of approval

We do not accept returns that don’t meet these criteria.

📉 Refunds (If Applicable)

In cases where a refund is issued (due to inventory issues or product faults), it will be:

• Processed to the original payment method

• Completed within 5–10 business days depending on your bank or provider

Please note:
Shipping costs and processing fees are non-refundable.

🚫 Orders That Cannot Be Cancelled

Once an order is confirmed, it cannot be cancelled or altered, as items are often sourced and processed immediately after purchase.

If you’ve made a mistake, please contact us ASAP — but we cannot guarantee changes.

💬 Still Have Questions?

We’re here to help. For any issues, sizing questions, or concerns about your order, contact us directly:

📧 hello@bigboisneakers.com
📱 Instagram: @bigboisneakers.nz

Thank you for shopping with Big Boi Sneakers — New Zealand’s home for authentic sneakers, collectibles, and culture.
We appreciate your support and understanding 🙌

📦 Frequently Asked Questions (FAQs) – Returns & Refunds

1. Can I return my order if I bought the wrong size?

Unfortunately, we do not accept returns for incorrect sizing. Because Big Boi Sneakers is a resale platform for limited-edition sneakers and collectibles, all sales are final. We strongly recommend reviewing our Size Guide before purchasing.

2. Do you offer refunds?

We only offer refunds in rare situations — such as inventory issues, order errors, or if you receive a damaged or incorrect item. Refunds are not available for change of mind, sizing mistakes, or shipping delays. Read our full Returns & Refund Policy for more info.

3. What should I do if my item arrives damaged?

If your item is damaged on arrival, please contact us within 48 hours of delivery at hello@bigboisneakers.com with clear photos and your order number. We’ll review the case and offer a replacement or store credit if eligible.

4. How long do refunds take to process?

If your refund is approved, it may take 5–10 business days to be returned to your original payment method. This timeframe depends on your bank or payment provider.

5. Can I exchange my sneakers or collectibles for a different size or style?

No. Due to the limited nature of our products, we cannot guarantee stock availability for exchanges. We recommend double-checking product details before purchase, as all sales are final.

6. Are Pop Mart Labubu or other collectibles returnable?

No — all collectibles, including Pop Mart Labubu figures, are non-returnable due to their limited-drop and blind-box nature. Please choose carefully before purchasing.

7. How do I know if my order has an extended processing time?

Some exclusive or rare items (especially imported sneakers or collectibles) may require 8–10 business days for processing. This will be clearly stated in the product description. These items are shipped from our Australian warehouse to ensure NZ access to limited drops.

8. What if my package gets delayed or lost?

We are not responsible for shipping delays once your order leaves our warehouse. However, if your tracking hasn't updated in 7+ business days, contact us and we'll help escalate with the courier.

9. Can I cancel or change my order after it's been placed?

No. Once an order is confirmed, it cannot be cancelled, changed, or refunded unless there is a fulfilment issue on our end. Please review your order carefully before checkout.

10. How can I contact customer support about a return?

You can reach our support team at 📧 hello@bigboisneakers.com with your order number and the reason for your enquiry. Our team typically replies within 24–48 business hours.