Frequently Asked Questions
Established in 2020, Marsden Sneakers is an Exclusive Footwear & Streetwear Store based in the United Kingdom. With over 10,000 online transactions, our aim is to provide a streamlined service at the most competitive prices.
We ensure to only source our products from trusted boutiques and individuals to provide a seamless shopping experience for our customers.
Marsden Sneakers solely operates online, we do not have a physical store. If you have any questions about our service, please email us at info@marsdensneakers.co.uk.
To create an account with our store, please find the profile icon situated at the header of our website, or the 'my account' section situated at the footer of our website.
From here, you will have the option to either log in to an existing account, or sign up and create a new account using a valid email address and password.
You can log in or sign up here.
Currently, the only form of discount we offer is a first order discount which can be retrieved by signing up to our newsletter. Unfortunately, we do not offer any other forms of discounts or promotional codes.
Any future offers, discounts or promotions will be sent out to customers via email. To ensure you don’t miss out, create an account with Marsden Sneakers and sign up to our newsletter.
We accept the following forms of payment: Visa, Mastercard, American Express, PayPal, Klarna, Clearpay, Apple Pay and Google Pay.
When authorising a payment on our website, you agree to provide current, complete and accurate purchase and account information.
You can find more information on payments here.
Prices are dependent on the availability, supply and demand of products. The sizes of some items are more limited than others, which causes the market value of these to be higher.
We kindly ask customers to ensure they are happy with the final price before completing a purchase, as we are unable to make any price adjustments following the order being placed.
We ensure to provide accurate size charts on our website so customers can find the size that suits them best. Our size charts are complete with UK, US and EU sizing to cater to a variety of interests.
If you have any questions regarding the size of a particular product, or if you need help deciding on the size that will fit you best, you can email us at info@marsdensneakers.co.uk.
Full size charts can be found here.
At Marsden Sneakers, we pride ourselves on being able to supply a wide variety of products, including a range of infant and kids styles.
If an item displayed on our website has either TD, PS or GS in its name, then different sizing applies. TD means toddler with infant sizing, PS means pre-school with children's sizing, and GS means grade-school with older children's sizing.
Unfortunately, we are unable to cancel orders when they are in the process of being fulfilled. Customers have a 30 minute window once the order has been placed to request a cancellation.
Cancellations can only be approved if they fall in line with your statutory rights. Your cancellation will not be approved if we feel your actions do not align with a professional standard.
We kindly ask that orders are placed with extra thought to reduce the risk of such situations. Please note that we cannot accept cancellations for orders placed by mistake, duplicate orders or due to personal style preferences.
Next day delivery is available on the selection of inventory that we have in stock. If you have any questions about the availability of a particular product, do not hesitate to contact us via email.
In the event where we work with our trusted team of suppliers to fulfil your order, additional time is required for handling and authentication purposes before the item gets dispatched.
Once authenticated, the item will be dispatched using an express service, meaning it should be delivered to you on the next working day.
We currently use Royal Mail, DPD and UPS as our main shipping couriers.
Royal Mail offers a tracked and reliable delivery service Monday to Sunday. Including an estimated delivery time via your chosen contact option, signature and photo confirmation once the item is delivered, as well as re-delivery options if you're not home. Find more information on Royal Mail or track your parcel here.
DPD offers a tracked and reliable delivery service Monday to Sunday. Including a one-hour time slot before your order arrives, the ability to track your delivery driver throughout their journey, and the option to request your parcel to be dropped at a local drop-off point or to a neighbour. Find more information on DPD or track your parcel here.
UPS offers a tracked and reliable delivery service Monday to Friday. Including regular delivery updates via your chosen contact option, signature confirmation once the item is delivered, as well as re-delivery options to a collection point if you're not home. Find more information on UPS or track your parcel here.
We will not be held responsible for lost parcels as a result of invalid delivery addresses, so please ensure you provide us with the correct address at checkout.
If you have made an error when selecting an appropriate delivery address, please contact us immediately so we have time to accommodate this change prior to dispatch.
Customers have a 30 minute window once the order has been placed to request a cancellation. Cancellations can only be approved if they fall in line with your statutory rights.
In most cases, this issue will resolve itself within 24 hours as the courier will need time to update its system. However, if 24 hours have passed and your parcel is still showing an error, please send us an email at info@marsdensneakers.co.uk so we can investigate your issue.
Please note that we cannot be held liable for any errors or delays caused by the postal service, and any concerns regarding undelivered items must be addressed directly with the respective courier.
In the unlikely event that the wrong size or product has been sent by Marsden Sneakers, the customer must inform us within 7 days of receiving the item.
We will arrange a return, reimburse the shipping costs and send the correct replacement in the quickest possible time. The item must be still be unworn and in the condition it was received.
Every item sold on our website undergoes a thorough authentication and quality check before being dispatched to the customer.
In the unlikely event that a damaged or defective product has been sent by Marsden Sneakers, the customer must inform us within 7 days of receiving the item. We kindly ask that you provide us with photographs in your message so we can assess the damage and decide on the appropriate next steps.
Yes, returns are accepted within 14 days past the date of delivery. You have the option to exchange for a different size or model (if the remaining balance is paid accordingly) or receive the corresponding store credit.
If 14 days have passed, your return request will not be approved. You can find more details on our returns policy here.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
Please note that we cannot accept returns for orders placed by mistake, duplicate orders or due to personal style preferences. Our returns policy strictly applies to damaged or defective items within 14 days of delivery date.
We kindly ask that the package is returned to us in the condition it was received. Unprotected items may be refused and returned to the customer if damaged.
To start a return, please log in to your account here to submit a request or simply email us at info@marsdensneakers.co.uk with your order number, desired exchange and any additional details we should know about, i.e., the reason for your return.
Requests for a return will only be approved if they fall in line with your statutory rights. Please note that we do not accept returns for orders placed by mistake, duplicate orders, or due to personal style preferences.
Once we have verified the conditions of your return, we will provide you with a return address for which you we kindly ask you send the shoes back to. Alternatively, our team can arrange a returns label for you and the cost of return (£12.15) will be deducted from your store credit.
We kindly ask that the package is returned to us in the condition it was received. Please ensure that the parcel is fully tracked and insured, as this will help speed up the overall process. Items sent back without approval will not be accepted.
Please note that you legally have 14 days from the date in which a return address is provided to return your item to us. Failure to ensure your return is delivered to us in a timely manner will result in the retention of the item in our possession. You will be held liable to pay for a shipping label to have the item sent back to you.
Upon receiving your return, we will send you an email notifying you that we have received your items and your return is being processed.
If you have chosen to exchange for a different size, you will be invoiced if there is an out balance to be settled. Once this balance has been settled, your replacement pair will be dispatched.
Alternatively, if you have opted for store credit, the corresponding amount will be issued to you via email once we have fully verified the condition of the return.
If you have been issued store credit as part of your return, the credit will expire one year from the date of it being issued. To use your credit note, simply enter the unique code provided at the checkout when making a purchase.
Failure to redeem the entirety of the credit note by the designated expiry date will result in a forfeiture of the credit, making it invalid going forward.
Yes, all products sold on Marsden Sneakers are guaranteed to be new and authentic. We do not condone the sale of fake items and can ensure when you buy from our website that your items will always be 100% genuine.
Please note, it is a legal offence to sell counterfeit items in the United Kingdom.
Every item sold on our website undergoes a thorough authentication and quality check before being dispatched to the customer.
Our authentication process includes a detailed inspection of all areas of the item to ensure that the item meets our high standards. During the authentication check, we will look at a number of things, such as the shape of the shoe, the stitching, the box and any additional packaging or extras.
You can find more information on authenticity here.
Our authentication process will typically take between 1-3 hours, but this can vary depending on the item ordered. If we feel we need conduct further checks to confirm the authenticity of your item, the process may take a little longer.
Rest assured; an item will only be dispatched from our facilities to the customer if we can 100% guarantee its authenticity.
In the instance where an item fails the authentication process, we will notify the customer immediately to inform them of the subsequent delay.
Following this, we work will with our network of trusted boutiques & individuals to source a replacement in the quickest possible time.
When you sign up or place an order using our website, you voluntarily share with us certain information. This includes your name, email address, billing address, phone number and payment information.
You are able to opt out of sharing certain information, like your email address or phone number, however they will be needed in order to contact you directly regarding your order.
You can find more information regarding privacy here.
Marsden Sneakers keeps all your shared personal data, payment information & additional conversation safe and away from any third party meaning you are completely protected whilst shopping with us.
You can find more information regarding our service terms here.
We collect personal information from your interactions with us and our website, including through cookies. We do this in order to show you content that is more relevant to your interests and for other reasons outlined in our privacy policy.
Sharing of personal information for targeted advertising based on your interaction on different websites may be considered 'sales', 'sharing', or 'targeted advertising' under certain U.S. state privacy laws. Depending on where you live, you may have the right to opt out of these activities.
If you have any questions, queries or concerns regarding our service or any of the information shown on our website, please email us at info@marsdensneakers.co.uk.
Our designated customer service team are available between Monday-Friday from 08:00 to 20:00 to accommodate requests. Please note, response times to your message can be slightly delayed during busy periods.
We kindly ask that customers do not submit multiple tickets concerning the same issue. Due to the nature of our email system, your original message will be relegated within our system the more tickets are raised.