FAQ - Frequently Asked Questions

How can we help you? Answering all your questions

The answer to your question could be right here! If you have a HIDDENSNEAKER account, log in to check the status of your order and all the new updates.



Frequently Asked Questions


How can I get in touch with your Customer Service team?

You can contact our Customer Service department at info@hiddensneaker.com or call +1(302) 648-7691‬ between 9:00 am and 5:00 pm (CET) from Monday to Friday.

How can I confirm I made an order correctly?

Once the payment is completed you’ll be redirected to a confirmation webpage where you can find your order number. You’ll automatically receive a confirmation email with all the details concerning the purchase. The payment is charged immediately, so you will see the corresponding charge on your bank statement or on your PayPal account. If you have any further questions contact our Customer Service department, where we will be able to confirm your order status.

I haven’t received my order confirmation email. Has it been sent successfully?

First, check your email spam and junk folders. If you cannot find it in any of these folders or think you might have misspelled your email address when you placed the order, please contact our Customer Service team for help.

I placed an order, how can I check my shipment status?

When your order leaves our warehouse you’ll receive a confirmation email with the shipping details from the corresponding delivery company and your tracking number so you can follow the status at any time. This email will also contain a direct link where tracking is just one click away.

How can I pay for my order?

You can pay with credit card or with your PayPal account.We don’t accept payments through bank transference. For more information, click on the following link.

I’d like to pay through bank transference, is it possible?

No, it is not possible to pay for an order through bank transference. You can pay with credit card as well as with your PayPal account.

How can I return an item?

To return an item you can go to our page Returns, where we will explain to you how to proceed step by step. The returned items must be in perfect condition. They must not have been used and they must contain all the elements (tags, packaging, etc.) included in the original shipping. Should this not be the case, it could be penalized with up to 100% of the value of the item. The original box of the sneakers is part of the product. Make sure it is safely packed in the shipping carton so that it doesn’t get damaged during transportation.

How many days do I have to return an item? Can I return an item after 14 calendar days?

You have 14 calendar days since you receive the product to inform us about the return or to report any problem with the order. After this period is over it is not possible to request any return, as specified by the Terms and Conditions in our Returns webpage.

Can I return an online order in the physical store?

Yes, you can hand deliver the item you want to return to any of our physical stores so that your return can be processed. You have 14 calendar days since you receive the product to inform us about the return or to report any problem with the order. After this period is over it is not possible to request any return, as specified by the Terms and Conditions in our Returns webpage. You should keep in consideration that the item will be refunded through the same payment method used in the purchase. Our Sales Assistants will take care of your return and request the refund from our corresponding department. You will receive an email with a refund confirmation once the process is successfully completed.

Where can I see the upcoming releases? What’s the Release Calendar on your webpage?

In the Release Calendar we publish the releases weekly, although we will also try to include the releases planned for a longer period if we have an assured date. The Release Calendar is our calendar of upcoming product launches. The shoes that you will find in this calendar are very special products, many of them limited edition, difficult to find in the market.

How can I can I be informed of the latest updates, promotions and new releases at HIDDENSNEAKER?

You can follow us and take part in any of our social media channels, like Facebook, Twitter or Instagram

You can also get access to the latest updates directly from your inbox by subscribing to our newsletter, through your Hidden Sneaker user account, and don’t miss a single one of our exclusive releases thanks to our weekly Release Calendar.

Join our online community to be the first one to hear about all of our projects.

Why can’t I add an item to the basket?

If you cannot add an available product to the basket, it is possible that either the product, the quantity or size you want are sold out, and that the webpage hasn’t updated the availability. This might occur with products in great demand that generate a high number of visits in a short amount of time to our webpage, which makes it difficult for our system to update properly. It is highly possible that the selected item is already sold out and therefore unable to be added to the basket. We recommend you to try again later.

Is it possible to reserve a product?

No, it is not possible to make any reservations.

How can I know if a specific item will be in stock again?

Unfortunately, we are not able to tell in advance the availability of any product, but you can check our social media and our newsletter to keep track of the latest updates and restocks.

Is the VAT already included in the price of the item?

For all the orders made outside of the EU, the VAT is not included in the price of the item. In Europe, it is included in the price of the item. The final price of the product is the one that appears on the website and does not vary in any case. HIDDENSNEAKER does not assume responsibility for any cost or tax pertaining to the country of destination: the customer is responsible for that cost or tax. We offer a low-cost shipping amount to offset any costs that may be incurred upon arrival at the destination country Customs.

Raffles and giveaways


What are raffles and how do they work?

A raffle is a random draw that we regularly make at HIDDENSNEAKER to give away the right to purchase an exclusive and/or limited edition of a model. To win a raffle implies having the right to acquire one of the models provided by HIDDENSNEAKER. Each raffle applies three times, happening once online, once in the store in Barcelona and another one in the store in Madrid.

The raffle of each release will be announced in advance on our social media explaining the conditions and the procedure to follow in order to participate. It is necessary to pay attention to our posts and notifications on our Instagram, Facebook and Twitter accounts. The specific terms of each raffle will be announced in each of these accounts. There are some requirements that are mandatory in any case. Please read the following terms and conditions of the raffles.

Terms and conditions of the raffles

To win a raffle implies the right to purchase a specific sneaker model. The winner of the raffle has to pay and pick up such model on the date and time specified for each different raffle.

The time limit to sign up for a raffle is subject to changes by HIDDENSNEAKER at any time.

The winners are randomly chosen and not under any HIDDENSNEAKER member’s decision.

The winning raffle ticket is personal and non-transferable. The evidence of any attempt to grant or sell the right to purchase will inevitably mean the disqualification of such winner in the next raffles.

HIDDENSNEAKER reserves the right to disqualify any customer that is proven to have manipulated their participation in the raffle or its results.

In order to participate in a raffle it is mandatory to be over 18 years old and to present a valid ID at the moment of the registration to the raffle as well as at the subsequent purchase, in the case of being the winner. If such conditions are not fulfilled, the person concerned won’t be able to apply to the raffle nor buy the item whose right of purchase is being drawn. It is not allowed to bring someone else’s ID nor take part on their behalf.

In the case a winner doesn’t show up to pay and pick up their purchase up to a total of 3 non-consecutive times, such person will be banned and will be unable to take part in any other raffle, either online or in-store. At HIDDENSNEAKER we would like to reward the participation of those customers who appreciate these dynamics and take these draws seriously.

It is forbidden that the same customer signs up more than once for the same online raffle or for the same in-store raffle. This attempt will imply the disqualification of such person, reversing the possibility of participation.

It is allowed to participate, within the same release, in the online raffle and in the in-store raffle.

Where can I find all the information about raffles and giveaways?

We publish all the information about our raffles and giveaways on our social networks, on Instagram, Twitter and Facebook. We also recommend you keep an eye on the release dates that we post and update regularly on our Release Calendar.

Can I participate in raffles and giveaways if I’m under 18?

No, minors won’t be able to participate in any of the draws.

What happens if I don’t comply with the terms and conditions of the draw?

The infringement of the terms and conditions will mean the ban from the participation and/or the following purchase.

Can I participate in an online raffle and an in-store raffle for the same release?

Yes, these are independent draws. Signing up for an online raffle is compatible with signing up for an in-store raffle.

Only one entry per customer and per draw will be accepted.

How many times can I sign up for an online raffle?

It is only allowed to sign up once for the online raffle of the same item. Attention! In the case of participating more than once in the same online raffle, the participation will automatically be canceled.

Can I cancel or modify my participation?

No, it is not possible to cancel or modify the participation once it entered the draw.

Will I be notified whether I am a winner or not?

If you happen to be a winner, you will receive a notification on the email address you provided while registering.

Only the winners will be notified through email. If after your participation you don’t receive any notification from HIDDENSNEAKER , that means you didn’t end up winning. Best luck for the next try!

I won an online draw, how can I proceed to purchase?

After receiving the winning notification, you will also get a PayPal payment request specifying the deadline to pay.

What happens if I miss the deadline to buy an item?

If that is the case, you will lose the right to purchase such item. In the confirmation of the raffle we specify the deadline to access the purchase of the item as the winner. The time of the deadline is represented in CET time. Please keep in mind that if the winner accumulates up to 3 purchase leaves, they will be banned from the rest of the raffles.

Releases and drops


How can I be informed of the latest updates, promotions and new releases at HIDDENSNEAKER?

You can follow us and take part in any of our social media channels, like FacebookTwitter  or  Instagram. We also recommend that you subscribe to our newsletter, through your user account, to receive the latest HIDDENSNEAKER news in your email and stay up to date with all the new ins. Visit the weekly Release Calendar on our website so that you don’t miss any of our exclusive releases.

Join our online community to be the first to know everything we do!

Where can I see the upcoming releases? What’s the Release Calendar?

On the Release Calendar page of our website, we post the item releases coming to Hidden Sneaker each week. We also try to include releases planned for a longer period of time if we already have an assured date. With our Release Calendar, we seek to always keep you informed of the most special drops, mostly limited-edition sneakers and items that are very difficult to find in the market.

Products and size guide


Are the products that you sell original?

Yes, all of our products are original. At HIDDENSNEAKER we work directly with each manufacturer brand.

Can I reserve a product?

No, it is not possible to make any reservations.

I’m not sure about my size, what should I do?

You can find all the information regarding the size of the sneakers and the clothes in our size guide What's my size? You can also find this information in the product details: next to the pictures on the right you’ll find a size guide and the available sizes. All the sizes will show up in the European system, marked on the table with the initials EU, as well as their equivalents to the American (US) and to the British system (UK). We also offer the possibility to verify how many centimeters the size you selected has marked with the abbreviation CM. If you need any further information, feel free to contact our Customer Service.

My size is no longer available, when will it be restocked?

If your size shows up as not available, it is unlikely that we will have more in stock. When a size or a model is sold out, we usually don’t get any more units of that same product. The availability you see in our online store is the real-time stock that we have in our stores as well as in the online store.

My size is sold out online, can I get it in-store?

No, when a size is no longer available on our webpage that means it’s sold out both online and in-store.

Is the price of an item the same in the online store and in the physical store?

The prices of our online store and our physical stores are always the same. The price does not vary in any case.

Does HIDDENSNEAKER sell wholesale? I would like to buy a large number of products.

No, HIDDENSNEAKER does not sell wholesale.

Orders and delivery information


How can I confirm I made an order correctly?

Once the payment is completed you’ll be redirected to a confirmation webpage where you can find your order number. You’ll automatically receive a confirmation email with all the details concerning the purchase. The payment is charged immediately, so you will see the corresponding charge on your bank statement or on your PayPal account. If you have any further questions contact our Customer Service department, where we will be able to confirm your order status.

How can I check my shipment status?

When your order leaves our warehouse, you’ll receive a confirmation email with the shipping details from the corresponding delivery company and your tracking number. Also, we facilitate a direct link so that you can track your package with just one click. This way, you can be informed about where your package is at all times. Only customers who have a customer account will be able to access the order status and have a purchase history.

I haven’t received any confirmation email. Has it been sent successfully?

First, check your email spam and junk folders. If you cannot find it in any of these folders or think you might have misspelled your email address when you placed the order, please contact our Customer Service team for help.

Is it possible to add another item to the order I just made?

It is not possible to modify an order once it is placed already and in process. If you forgot to include an item, you would have to place a new order.

Something in my shipping address is wrong, what can I do?

If you notice any mistake in the entered information once your order has been placed, you must contact immediately our Customer Service team to try to solve this problem. An error in the address could cause problems in the delivery of your package, so it is important to review the data entered and report any possible error in the address.

Which documents will I find inside my package once it arrives?

You won’t find any printed documents inside your package. We don’t include a printed invoice. You can find all the information regarding your payment and purchase in the section ‘My Orders’ in your personal HIDDENSNEAKER account.

What is the expected delivery time?

The delivery times depend not only on the country of destination but also on the shipment method you have chosen. You will find all the delivery information including delivery times on our webpage, under the link Delivery information. To know when your purchase will arrive, you can track your package. Please refer to the question ‘How can I check my shipment status?’ for more information.

How much are the shipping costs?

The shipping costs depend on different factors: the order amount, the country of destination and the shipment method. If you would like to know how much the shipping of your order will be, go to our website Delivery information.

Do you ship orders every day? Do you also send orders during the weekend and public holidays?

We prepare and ship orders on all working days. We don’t ship on the weekends nor on national holidays or local public holidays that might affect our warehouses in León, Barcelona or Madrid.

Can I get my order delivered to a post office box?

No, it is not possible to provide a post office box as your shipping address. For safety reasons, all the shipments require the beneficiary’s signature or the signature from an authorized person in order to receive the package.

Can I get my order delivered to a military base?

No, we are not able to ship orders to military bases for safety reasons regarding the delivery of the package.

I placed an order with more than one item and I only received a package with half of the products, is there a problem? Will I receive a second delivery?

Our stock is distributed between different warehouses located in León, Barcelona and Madrid, so it could be possible that if your order includes more than one item, you will receive more than one package.

If you already got the first package and still miss some items, these won’t take much longer to arrive. Nevertheless, if you would like to verify your shipment status, don’t hesitate to get in touch with our Customer Service team. We will be happy to help you in any way we can.

Returns and refunds


How many days do I have to return an item?

You have 14 calendar days since you receive the product to inform us about the return or to report any problem with the order. After this period is over it is not possible to request any return, as specified by the Terms and Conditions in our Returns webpage.

Is it possible to change an item?

No, we don’t make any changes. If you would like to buy a different size or item, you would need to return the purchased item and place a new order.

Once your returned order has been received, we will refund you the paid amount through the same payment method you used for your purchase. To know how to do this, refer to our webpage Returns, where we will explain to you the steps to follow.

How can I return an item?

To return an item you can go to our page Returns, where we will explain to you how to proceed step by step.

Please keep in mind that all the returned items must not have been used and they must be in perfect condition. Make sure it is safely packed in the shipping carton so that it doesn’t get damaged during transportation. If you have any further questions, don’t hesitate to get in touch with us.

Is the return shipping cost at the customer’s expense?

Yes, the customer is in charge of the shipping cost of the returned items. You can choose the delivery company that you would like your item to be returned with. Please refer to our webpage Returns to return your item properly.

Can I return an online order in one of your stores?

Yes, the online orders can also be returned in any of our stores: Barcelona - Lleona 4 , 08002, Barcelona / Madrid - Valverde 35 , 28004, Madrid. You can hand-deliver the product you wish to return to any of our physical stores so it can be processed and reimbursed. Once our Returns Department receives the item, we will refund the amount and send you a confirmation email. Keep in mind that the refund of the amount will be made through the same payment method used to pay for your online purchase.

Can I return an item from the store as if it was an online order?

No, the item must be returned to the same store it was purchased.

Can I return to the store in Madrid something that I bought in the store in Barcelona or vice versa?

No, the item must be returned to the same store it was purchased.

If I return an item without its original packaging or this is damaged, will it be denied?

Yes, it is a requirement for any return that the item comes duly protected to avoid its damage during its return transportation. The returned products, either because they didn’t fit or the customer wasn’t convinced, are put back in stock. That’s why we are very demanding when it comes to evaluating the conditions of the returns.

The original box/bag is part of the product. Make sure to protect it properly so that it doesn’t get damaged during transportation. We recommend that you put the original box/bag in the Hidden Sneaker box or another packaging that protects it. The items to be returned must be in perfect condition. They must not have been used and they must contain all the elements (tags, packaging, etc.) included in the original shipping. Should this not be the case, it could be penalized with up to 100% of the value of the item.

When and how will I get the corresponding amount to my return?

The refund of the amount will be made once the item has been received (initial shipping costs are not included, if any). This process can take from 5 to 7 working days since we receive the item in our office until we process the return. All refunds are paid through the same payment method with which the purchase was made.

Can I return a pair of sneakers if I don’t have the original box anymore?

No, without the original box it is not possible to make a return. It is necessary that all returned products are shipped in their original packaging.

Which reasons can a return be denied for?

We won’t accept the return of any products that have been damaged, are dirty or show any evidence of use. In the same way, if the original packaging of the product would show damages (if someone wrote on top of it, glued tape or modified its tag), the return will be denied. The main reasons the return of a product will be denied are the following:

You exceed the period of 14 calendar days from receipt of the item to notify us of your decision to return it, as specified by the Terms and Conditions in our Returns webpage, or that the product or its packaging isn’t in perfect condition, as it was sent.

My order just arrived and it’s not the size or model I ordered, what should I do?

If you received any product that does not match the items that appear on the confirmation email of your purchase, please get in touch with us so that we can solve it as soon as possible.

Send us an email to info@hiddensneaker.com with pictures of the defect or a clear explanation of the shipping problem so that we can solve it.

What should I do if my order comes with a manufacturing defect?

If for some reason you will notice any manufacturing defect, please get in touch with us as soon as possible so that we can evaluate the case properly. Send us an email to info@hiddensneaker.com with pictures of the defect or a clear explanation of the shipping problem. HIDDENSNEAKER will follow protocol to assess the problem.

Will the shipping costs of my order be refunded?

No, the initial shipping costs won’t be refunded, if any, as specified in our purchase General Terms and Conditions.

Payment methods and security


With what payment methods can I pay for my purchase?

You can pay your orders using both a credit card and with your PayPal account. It is also possible to pay a purchase by cash on delivery in Portugal and Spain (except for the Canary Islands, Balearic Islands, Ceuta and Melilla). We don’t accept payments through bank transference. For more information, click on the following link Payment methods.

I’d like to pay through bank transference, is it possible?

No, it is not possible to pay for an order through bank transference. You can pay with credit card as well as with your PayPal account.

Customer account


Do I need a customer account to purchase?

No, it is not necessary to have a customer account to buy an item, but we will always recommend you to register because you will have many advantages and access to the updated details of your order. Only customers with an account will have access to the order status and to the purchase history.

I already have an account, what can I do if I can’t see the order on my account?

The only possibility you won’t be able to see your order from your account is that you would have made the purchase as a guest, without previously entering your personal account. In order for your orders to appear in your purchase history, you will need to log in to your account first and place the order.

I don’t have a customer account and I would like to see my order status, what should I do?

If you don’t have an account you won’t be able to see your order status. This is why we always recommend you register and create an account.

I forgot my password, how can I get a new one?

If when trying to access your account you realize that you do not remember the exact password, you can request a new password by clicking on the link ‘Forgot your password?’ A few minutes later you will receive an email explaining the steps to follow in order to get a new password.

I would like to delete my account, how can I do it?

If you would like to delete your customer account, you can contact us to info@hiddensneaker.comand we will be happy to attend to your request.

I would like to stop receiving the newsletter. How can I unsubscribe?

If you would like to unsubscribe from our newsletter, unmark the "general subscription" box inside the Newsletter section in your Account Settings.

I tried to contact you, but it has not been possible, how and when can I contact Customer Service?

Our attendance hours are from 9:00 am to 5:00 pm CET from Monday to Friday. Phone number:+1(302) 648-7691‬ email: info@hiddensneaker.com

Please keep in mind that our Customer Service doesn’t operate on the weekends or holidays specified by the working calendar of León, where our central offices are located.

Verified Users


What does it mean to be a Verified User of HIDDENSNEAKER?

HIDDENSNEAKER account verification is a new system with which we want to benefit our community and prevent access to bots. This system identifies real users, granting them priority access to exclusive releases.

How do I verify my account?

First, you need to have a customer account at www.hiddensneaker.com. When we open the account verification period, you will receive an invitation to become a Verified User, provided that you have made legitimate use of your account. This invitation will indicate the steps to verify your account and gain access to all releases.

When do you open the account verification period?

The account verification period opens intermittently and without a fixed periodicity. We will notify in advance by e-mail those who have a customer account.

I am already a HIDDENSNEAKER user. Why do I have to verify my account?

The account verification system aims to achieve greater transparency in access to the most exclusive and in-demand. The implantation of this process responds to a common good objective that seeks to improve the experience of our real users.



European online dispute resolution


Before putting forward a claim to HIDDENSNEAKER, we encourage you to first try to solve the problem by coming to us directly and getting in contact with our Customer Service. Our goal is that you are always satisfied with our products and services, so we would be pleased to deal with and try to resolve with you any complaints or dissatisfaction that you may have had in your experience with HIDDENSNEAKER. In case you would still like to proceed with a claim form, you must follow the online business claims process:

Within the European Union:  

In compliance with the provisions of article 14.1 of the Regulation (UE) 542/2013 from the European Parliament and the Council from May 21st 2013, in the event that the buyer has the status of consumer, we inform you of the existence of a platform for extrajudicial resolution of online disputes made available by the European Commission, available at  http://ec.europa.eu/consumers/odr/, through which the consumers will be able to submit their claims.

National level:

The nationality of the consumer won’t be taken into consideration, as it is assumed that the contract has a legal validity within the habitual residence of the consumer (article 90.2 TRLGDCU adopted by the RDL 1/2007 from November 16th).

To put forward a claim, you must download and fill out the official form through the Department of Consumer Affairs (Dirección General de Consumo) website for your Community. You can find all of this information on the web: https://www.ocu.org/consumo-familia/derechos-consumidor/consejos/como-reclamar 

We would like to inform you that HIDDENSNEAKER isn’t part of any alternative conflict resolution organism nor supports having to appeal to them, since our priority is to try to solve any potential problem directly with our customers (info@hiddensneaker.com).



Do you have more questions? We will be happy to help you

HIDDENSNEAKER Customer Service team

Times: 9-17H (CET) Mon-Fri

Email: info@hiddensneaker.com

Phone: +1(302) 648-7691

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