Frequently Asked Questions

Last updated: 9 August 2026

Here we have gathered the questions we are asked most often about our sneakers, sizing, timeframes, payment and exchanges. We have 5 years in business and more than 4,000 pairs shipped, and this page grew out of the questions asked by people who have already bought from us. If your question is not answered here, just message us on WhatsApp at [TELEFONE] or send an email to [E-MAIL]. We will be happy to help.

Products and Sizing

Which sneaker models do you sell?

We sell sneakers from the Nike, Air Jordan, Adidas, New Balance, Asics, Off-White and Balenciaga lines, among others, covering lifestyle, running, basketball and casual styles. We also have a selection of matching sets and sportswear to complete your look. All products go through a careful quality selection, with special attention to finish, materials and faithfulness to each model. Each product description states the line, the colour and the details of the pair.

Do all models fit the same?

Not always, and it is worth paying attention to this. Each line has its own fit: running models tend to have a closer fit and a narrower upper, while basketball and lifestyle models tend to be bulkier and roomier. If you have wider feet or a high instep, you will usually do better going up half a size. If you are between two sizes, message us on WhatsApp before completing your order and we will help you choose.

How do I know which size to choose?

We stock Brazilian sizes 33 to 44, and every product page has a size chart showing the internal length for each size. Our tip: stand with your foot on a sheet of paper, mark from your heel to your longest toe, measure in centimetres and compare with the chart. Do this at the end of the day, when your feet are slightly larger, and allow for the room indicated in the chart. If in doubt, just get in touch.

Trying On and Caring for Your Pair

Can I try the sneakers on at home?

Yes, and we recommend it. Try the pair on indoors, on a clean floor, ideally on a rug or carpet, and always with socks. That way you can check the size and comfort without marking the sole or the upper. While you are deciding, keep the box, tags and accessories: this keeps your pair eligible for an exchange or return within the deadline.

Does the pair come boxed, with tags and accessories?

Yes. The sneakers are sent in their box, with the tags attached and with the accessories that come with the model, such as spare laces, when they are part of the product. We recommend keeping all of this for the first 7 days after receipt, because the original box and tags are part of the conditions for exchanges and for guarantee assessments.

How should I clean and look after my sneakers?

The basics go a long way: clean them with a soft, slightly damp cloth and mild soap, use a soft-bristled brush on fabric areas and always dry them in the shade, never in strong sunlight, with a hairdryer or on a radiator. Do not machine-wash your sneakers and avoid abrasive products, bleach or solvents. As well as making your pair last much longer, this care protects your guarantee: damage caused by improper cleaning or misuse is not considered a manufacturing defect.

Payments

Which payment methods do you accept?

We accept the payment methods shown at checkout when you place your order. All payments are processed within Shopify's secure, encrypted environment, and we do not store your card details. We never ask for payments, passwords or codes outside the website: you are only ever charged through the official vikingsneakers.shop checkout.

When is my order confirmed?

As soon as your payment is approved, you receive the order confirmation by email. Your order joins the preparation queue as soon as payment has been confirmed. If the confirmation does not arrive, check your spam folder and, if necessary, get in touch.

Shipping and Delivery

Where are the products shipped from?

We work with a network of partner suppliers, and orders reach you through our shipping partners. This operating model is what allows us to offer a large catalogue of models and sizes at great value. In return, the delivery time is a little longer than that of a store that only works with its own stock, and we prefer to be transparent about this from the outset.

What is the delivery time?

Your order is dispatched within 2 to 5 working days of payment confirmation. From dispatch, the estimated delivery time is the one shown at checkout for your destination country, although it may vary due to transport systems and logistics delays. During peak periods, such as seasonal events and major sales, delivery may take longer. Rest assured that we follow every order all the way to your door.

How do I track my order?

As soon as your order has been dispatched, you receive the tracking number by email. With it, just go to the Track Order page in our website menu and follow each stage of the delivery. If the tracking goes many days without an update, message us on WhatsApp with your order number and we will check it for you.

Will I pay any extra charges on delivery?

No. Any fees and transport charges are paid in full by Viking Sneaker. You only pay the order amount at checkout, with no surprises afterwards and no charges when you receive your parcel.

Exchanges, Cancellations and Returns

I bought the wrong size. Can I exchange it?

Yes. You have up to 7 calendar days after receipt to request a size exchange, as long as the pair is unworn, with a clean sole, with the tags attached and in its original box. Just message us on WhatsApp with your order number and our team will organise everything and guide you through sending it. Sneakers that have been worn outside, have marked soles or are missing their box and tags cannot be exchanged for size or preference, but they remain protected by the right of withdrawal and the guarantee against defects.

I've changed my mind. Can I return my purchase?

Yes, and this is a right guaranteed to you by law. Under the right of withdrawal (Article 9 of Directive 2011/83/EU), you have 14 calendar days from receipt to withdraw from your purchase, without giving any reason. In this case, returning the item costs you nothing and the refund is made in full, including shipping. This applies to any product bought on our website.

Can I cancel my order?

Yes, and it is very simple: cancellation is free of charge within 24 hours of payment, before dispatch. Just contact us on WhatsApp or by email with your order number and we will arrange a full refund. Once the order has been dispatched, you can use your right of withdrawal within 14 days of receipt, also at no cost to you.

I received a defective product. What now?

We are very sorry, and we will resolve it quickly. You have 90 days from receipt to report any defect, without prejudice to your statutory rights under European consumer protection law. Important: for the assessment and exchange to be approved, the product must have its original tag attached, be in its box and show no signs of wear. Send photos or a video of the problem and your order number on WhatsApp or by email, at no cost to you. From there, we arrange the solution: a replacement pair, a price reduction or a refund, as you prefer, within what the law guarantees. A tip that speeds up the assessment: if you can, record a video of yourself opening the parcel.

Customer Service

How can I contact you?

Our official customer service channels are:

• WhatsApp: [TELEFONE], the fastest channel;
• Email: [E-MAIL];
• Website: vikingsneakers.shop.

We are available Monday to Friday, 09:00 to 18:30, and on Saturdays, 09:00 to 13:00 (Brasília time, UTC-3). Messages received outside these hours are answered during the next service period, always within 5 days and usually much sooner.

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Viking Sneaker
Company registration number: [COMPANY REGISTRATION NUMBER]
Address: [ENDEREÇO]
Email: [E-MAIL]
Phone: [TELEFONE]
Website: vikingsneakers.shop