FAQ
ORDER & SHIPPING
Where is my order confirmation?
Can I change or cancel my order?
Will I be charged for uncollected packages?
EXCHANGES & RETURNS
How do I return my order? - EU
How do I return my order? - UK
How do I return my order? - International
How do I exchange my order? - EU
How do I exchange my order? - UK
How do I exchange my order? - International
I didn't receive a return label. What to do?
Is it possible to return sale items?
OTHER
I have received the wrong item. What now?
Why isn't my discount code working?
Are VAT & customs included in the price?
HAS MY ORDER BEEN PROCESSED?
If you’ve placed your order correctly you will receive a confirmation email. If you did not receive a confirmation email within a couple of minutes, please check your litter-bin. If you’re not able to find it please contact us at service@sneakysteve.com to help you further.
WHERE IS MY ORDER CONFIRMATION?
An order confirmation will be sent automatically when you place your order. If you haven’t received your order confirmation, make sure that the email address is correct and to check your spam folder.
If you’re still unable to find the email, please contact service@sneakysteve.com.
CAN I CHANGE OR CANCEL MY ORDER?
Please send us an email to service@sneakysteve.com and see if it’s possible to change or cancel your order. We always strive to ship your order as fast as possible and therefore your order might already be packed and shipped!
WHEN WILL I RECEIVE MY ORDER?
Our normal delivery time within Sweden is 2-4 business days.
Our normal delivery time for international shipping is 2-7 business days depending on which part of the world your order will be shipped to.
Please note that the delivery time may be a bit longer during sale and holidays.
WHERE IS MY ORDER?
We will ship your order as soon as possible. When your order is shipped you will receive a shipping note with your tracking number that you can use to track your order.
Use this tracking number to track your order at UPS.com.
Please note that it could take up to 24 hours before the tracking number is active.
WHAT IS THE SHIPPING COST?
Sneaky Steve offer shipping service through UPS. The shipping cost is based on your selected location and will be calculated at the checkout.
WILL I BE CHARGED FOR UNCOLLECTED PACKAGES?
For all unclaimed packages you will be debited all fees in connection with both delivery and the return delivery, including any taxes and duties.
WHAT IS YOUR RETURN POLICY?
You'll always have the right to return your order within 14 days. The time is counted from the date your order is delivered. You must return the items in the same condition in which you received them, with their original packaging.
EU
When making a return, we will deduct the cost of the return shipping from the refund. The cost of the return is 10€. Please note that we cannot accept returns that have not been sent with our prepaid return label. If you have sent your order for return with your own choice of carrier, we will not receive the parcel to our warehouse nor be able to give you a refund on your order.
UK
When making a return, we will deduct the cost of the return shipping from the refund. The cost of the return is £15. Please note that we cannot accept returns that have not been sent with our prepaid return label. If you have sent your order for return with your own choice of carrier, we will not receive the parcel to our warehouse nor be able to give you a refund on your order.
International
You are responsible for the return and account for the shipping cost of returning the items to Sneaky Steve. Note that a prepaid return label is not included. Please follow the instructions stated above.
HOW DO I RETURN MY ORDER? -EU
1. Pack the item(s) in their original packaging.
2. Place the item(s) in a cardboard box or in a protective plastic bag.
3. Fill out the reason for return.
4. Put your prepaid return label on the package and drop it off at your local UPS access point.
When making a return, we will deduct the cost of the return shipping from the refund. The cost of the return is 10€.
Please note that we cannot accept returns that have not been sent with our prepaid return label. If you have sent your order for return with your own choice of carrier, we will not receive the parcel to our warehouse nor be able to give you a refund on your order.
HOW DO I RETURN MY ORDER? -UK
1. Contact our Customer Service via email at service@sneakysteve.com to receive your customs invoice. Please state your order number and the products that you want to send back.
2. Pack the item(s) in their original packaging.
3. Place the item(s) in a cardboard box or in a protective plastic bag.
4. Fill out the reason for return.
5. Put your prepaid return label on the package and drop it off at your local UPS access point along with three copies of the customs invoice.
When making a return, we will deduct the cost of the return shipping from the refund. The cost of the return is £15.
Please note that we cannot accept returns that have not been sent with our prepaid return label. If you have sent your order for return with your own choice of carrier, we will not receive the parcel to our warehouse nor be able to give you a refund on your order.
HOW DO I RETURN MY ORDER? -International
1. Pack the item(s) in their original packaging.
2. Place the item(s) in a cardboard box or in a protective plastic bag
3. Fill in the attached return form.
4. Send the package as a business parcel to:
Sneaky Steve c/o Emotion Logistics AB
Honungsgatan 9
432 48 Varberg
Sweden
HOW DO I EXCHANGE MY ORDER? -EU
If you would like a different size, color or style - simply return your unwanted item and place a new order online!
1. Pack the item(s) in their original packaging.
2. Place the item(s) in a cardboard box or in a protective plastic bag.
3. Fill out the reason for return.
4. Put your prepaid return label on the package and drop it off at your local UPS access point.
When making a return, we will deduct the cost of the return shipping from the refund. The cost of the return is 10€.
Please note that we cannot accept returns that have not been sent with our prepaid return label. If you have sent your order for return with your own choice of carrier, we will not receive the parcel to our warehouse nor be able to give you a refund on your order.
HOW DO I EXCHANGE MY ORDER? -UK
If you would like a different size, color or style - simply return your unwanted item and place a new order online!
1. Contact our Customer Service via email at service@sneakysteve.com to recieve your customs declaration. Please state your order number and the products that you want to send back.
2. Pack the item(s) in their original packaging.
3. Place the item(s) in a cardboard box or in a protective plastic bag.
4. Fill out the reason for return.
5. Put your prepaid return label on the package and drop it off at your local UPS access point along with three copies of the customs invoice.
When making a return, we will deduct the cost of the return shipping from the refund. The cost of the return is £15.
Please note that we cannot accept returns that have not been sent with our prepaid return label. If you have sent your order for return with your own choice of carrier, we will not receive the parcel to our warehouse nor be able to give you a refund on your order.
HOW DO I EXCHANGE MY ORDER? -International
If you would like a different size, color or style - simply return your unwanted item and place a new order online! How do I return my order?
1. Pack the item(s) in their original packaging.
2. Place the item(s) in a cardboard box or in a protective plastic bag
3. Fill in the attached return form.
4. Send the package as a business parcel to:
Sneaky Steve c/o Emotion Logistics AB
Honungsgatan 9
432 48 Varberg
Sweden
I DIDN'T RECEIVE A RETURN LABEL. WHAT TO DO?
Contact our customer service at service@sneakysteve.com and we will send you a new one. Please state your order number on the subject line.
IS IT POSSIBLE TO RETURN SALE ITEMS?
Yes. You have the right to return sale items within 14 days. You must return the items in the same condition in which you received them, with their original packaging.
HAVE YOU RECEIVED MY RETURN?
When our warehouse has received and processed your return you will be notified by email. Please note that during sale periods and holidays the return process may be longer.
WHEN DO I GET A REFUND?
We will process the refund as soon as your package reach our warehouse. Most refunds arrive within 5 days, but for some payment methods it might take longer.
HOW TO MAKE A RECLAIM?
We’re sorry to hear that something is wrong with your product.
Please contact our customer service at service@sneakysteve.com and they will assist you. State your order number on the subject line and attach pictures displaying the issue.
Products purchased from one of our retailers, please contact the store where the purchase was made.
I HAVE RECEIVED THE WRONG ITEM. WHAT NOW?
In case you receive the wrong size or color, please contact our customer service at service@sneakysteve.com and state your order number on the subject line and they will assist you.
WHY ISN'T MY DISCOUNT CODE WORKING?
Discount codes can’t be combined with other offers, such as sale and the newsletter sign up discount.
ARE VAT & CUSTOMS INCLUDED IN THE PRICE?
For all orders within EU there are no additional fees.
Orders outside the EU may be subject to VAT, import duties and / or taxes which are levied once your package reaches your country. Your order is delivered on a DDU (delivery duty) basis, which means that the price displayed at checkout is exclusive of all taxes and charges and Swedish VAT. We cannot provide information about the exact amount of duties and taxes your package may suffer. These fees are introduced directly by your local customs. You will be liable for paying any duties, taxes and fees upon receiving the order.
