Returns, Exchanges & Refunds

Returns, Exchanges & Refunds Policy

Last updated: 9 August 2026

At Viking Sneaker, we know sneakers are serious business: they have to fit, arrive in perfect condition and give you the confidence to wear them. If something did not turn out the way you expected, relax, we will sort it out. This policy explains, in plain terms, your rights regarding withdrawal, defects and size or style exchanges, as well as our easy 24-hour cancellation, with a step-by-step guide to using each of them.

Viking Sneaker (vikingsneakers.shop) sells sneakers from the leading sports and streetwear lines, such as Nike, Air Jordan, Adidas, New Balance, Asics, Off-White and Balenciaga, as well as a selection of matching sets and sportswear. We stock Brazilian sizes 33 to 44. We have 5 years in business and more than 4,000 pairs shipped. Our main customer service channel is WhatsApp [TELEFONE]; you can also contact us by email at [E-MAIL]. We are available Monday to Friday, 09:00 to 18:30, and on Saturdays, 09:00 to 13:00 (Brasília time, UTC-3).

Golden rule: withdrawal and defects are rights guaranteed by law. A size or style exchange is a courtesy from Viking Sneaker, with its own rules. Do not mix up the three; each one is explained separately below.

1. Quick summary of your rights

Situation Deadline What it is Who pays return shipping Refund
Easy cancellation (before dispatch) 24 hours after payment A store courtesy: you cancelled in time and nothing was shipped Not applicable (nothing was shipped) Full, at no cost
Withdrawal (you bought it and changed your mind) 14 calendar days from receipt A legal right for online purchases, with no reason needed (Directive 2011/83/EU, Article 9) Viking Sneaker Full, including the original shipping cost, with the refund requested immediately
Defective product 90 days from delivery; for hidden defects, from when the defect is discovered A manufacturing defect, a different size from the one you bought due to our error, or delivery of a different item from the one ordered Viking Sneaker We have up to 30 days to fix it; if we do not, you choose a replacement, your money back or a price reduction
Size or style exchange 7 calendar days from receipt (a store courtesy, not a legal requirement) You received the right item but want another size or another model Rules in section 4 Another item or an exchange voucher

Each situation is explained in detail in the sections below.

2. Easy cancellation within 24 hours (before dispatch)

Changed your mind right after buying? We make it easy: you can cancel your order free of charge within 24 hours of payment, as long as it has not yet been dispatched. Just message us on WhatsApp [TELEFONE] or send an email to [E-MAIL] with your order number.

  • The refund is full, using the same payment method, within the timeframes in section 9.
  • Orders move quickly into the picking and dispatch queue, so the sooner you let us know, the simpler the cancellation.

Important: this 24-hour window is an additional courtesy from Viking Sneaker, designed to deal with instant changes of mind without red tape. It does not replace or reduce your legal right of withdrawal: even if your order has already been dispatched, or has already arrived, you are still protected by sections 3, 5 and 7 below.

3. Right of withdrawal (14 days after receipt)

Bought online and changed your mind? No problem. You can withdraw from your purchase within 14 (fourteen) calendar days of receiving the product, without giving any reason. It is the law (Directive 2011/83/EU on consumer rights, Article 9).

How it works:

  • Just ask us on WhatsApp [TELEFONE] or by email at [E-MAIL].
  • Viking Sneaker pays for the return shipping. Our team gives you the return address and the cost of sending the item back is on us: we provide the shipping label or refund the postage cost together with your refund. You are never out of pocket for returning an item.
  • We refund 100% of the amount paid, including the original shipping cost. The refund is requested from your payment provider as soon as you send us proof of postage for the return, without waiting for the pair to be inspected.
  • The product only needs to be unworn. You can try on and inspect the sneakers just as you would in a physical shop, including opening the box and trying the pair on at home. We do not require intact tags, seals or packaging for a withdrawal.

This right applies to any product bought on the website, with no exceptions for model, line or size. Only the size or style exchange in section 4 has restrictions.

4. Size or style exchange (a Viking Sneaker courtesy)

Received the right item, with no defects, but want another size or a different model? We can help with that too. This is a store courtesy (not a legal obligation), so it follows its own rules:

  • Deadline: up to 7 (seven) calendar days from receipt to request it.
  • Condition of the pair: the sneakers must be unworn, with no marks on the sole, no wear creases, no odour and with the label/tag attached, in the original box, with all the accessories that came in the package (spare laces, insoles, dust bags) and with proof of purchase. These requirements apply only to size or style exchanges (they are not required for withdrawals or defects).
  • Shipping: the first size exchange is on us (we pay the return shipping once). Further exchanges, or exchanges for a change of style, are sent at the customer's expense.
  • Exchange voucher: when the exchange is for a different item, you can receive an exchange voucher valid for 90 days.
  • Return address: provided by our team on WhatsApp when the exchange is authorised.
  • Delivery time for the new pair: as our products are shipped by partner suppliers, the replacement pair follows the store's normal delivery time, shown at checkout for your destination country.
  • Availability: the exchange depends on the model being available in the size you want. If the pair you want is sold out, we offer you an equivalent model or the exchange voucher, whichever you prefer.

To be absolutely clear: this is different from the withdrawal in section 3, which is always free and does not require intact tags or box.

Sizing tip: before you buy, check the size chart on each product page and measure your foot in centimetres, ideally at the end of the day, when your feet are slightly larger. If you are unsure between two sizes, message us on WhatsApp and we will help you choose.

5. Defective product

Did your pair arrive with a manufacturing defect, faulty stitching, a sole coming unstuck, damaged eyelets or midsole, a different size from the one you bought due to our error, or did you receive a different item from the one you ordered? That is a product defect, and the guarantee is a legal one (European consumer protection law).

How to resolve it:

  • Contact us on WhatsApp [TELEFONE] with a photo or video of the problem and your order number. If you can, also send a photo of the label inside the tongue of the sneaker, which shows the model and size.
  • We kindly ask you to let us know as soon as possible, ideally within 7 days of receipt. This is only to speed up the solution and does not shorten your time limit in any way.
  • Period to report a defect: 90 days from delivery. For hidden defects, the period starts from the moment the defect appears. This does not affect your statutory rights under European consumer protection law.
  • Viking Sneaker has up to 30 days to fix the defect. If it is not fixed within that period, you choose: a replacement with an identical product, a full refund of the amount paid, or a proportional price reduction.
  • Shipping is 100% on us for any defect, both for returning the item to us and for sending you the new one.

If the defect is obvious and prevents you from using the pair, the solution is arranged immediately, with no fuss. As replacements are shipped from our partner suppliers, the new pair follows the estimated delivery time shown at checkout for your destination country, and we keep you updated on tracking.

A tip that speeds everything up: record a video of yourself opening the parcel (unboxing), showing the shipping label, the box and the pair. This is not mandatory and is not a condition for exercising any right, but it helps enormously to resolve any issue quickly.

6. Condition of the pair and how to try it on without losing the exchange

Our sneakers are sold new and boxed. For the size or style exchange in section 4 to be possible, the pair must come back in a condition that allows it to be offered to another customer. So when you try them on at home, the same rule as in a physical shop applies:

  • Try them on indoors, on carpet, a rug or a clean floor, and always with socks. Walking in them outside, on a court, on grass or on sand marks the sole and counts as use.
  • Do not force your foot in. If the size does not slip on comfortably, take them off carefully, without stepping on the heel or forcing the upper, so as not to leave creases.
  • Keep everything that came in the package: original box, label/tag, spare laces, insoles, tissue paper and dust bags. These items are part of the product.
  • The shoe box is not shipping packaging. When returning, wrap the box in another package or in protective plastic. A box that is torn, written on or taped up on the outside counts as damaged packaging.

Please note, this is important: these conditions apply only to size or style exchanges, which are a courtesy. They are not required for your legal rights. The following remain fully guaranteed, in every situation:

  • The 14-day right of withdrawal from receipt (Article 9 of Directive 2011/83/EU), with a full refund. Here, the product only needs to be unworn: we do not require a sealed box, attached tags or intact packaging, because the law allows you to open and try the product to make your decision.
  • The guarantee against defects (section 5). If the pair arrived with a manufacturing fault, in a different size from the one you bought due to our error, with shoes of different sizes in the same box or with the wrong item, that is a defect: we fix or exchange it at no cost to you.
  • The easy 24-hour cancellation in section 2, as long as the order has not been dispatched.

7. Cancelling an order that has already been dispatched

Missed the 24-hour window and your parcel has already been dispatched? You still have two options, and neither leaves you stuck:

  • Refuse the delivery, so that the parcel is returned. As soon as the return is confirmed, we process a full refund. That way, you never end up with both the product and the money at the same time.
  • Receive the product and exercise your right of withdrawal under section 3, within 14 calendar days of delivery, with a full refund, including shipping, and the return at our expense.

Both options apply to any product on the website, of any line or size. We recommend following your order's tracking so you can plan for the delivery; for timeframes and tracking, see our Shipping & Delivery Policy.

8. Step-by-step guide to making a request

  1. Open a request on WhatsApp [TELEFONE] or by email at [E-MAIL], giving your order number and the reason (for a defect, send photos or a video).
  2. We reply within 2 working days, during our customer service hours (Monday to Friday, 09:00 to 18:30; Saturday, 09:00 to 13:00, Brasília time), with the authorisation and the return instructions. When shipping is on us (withdrawal and defects), we send you the label or arrange to refund the postage.
  3. Send the item within 5 working days of receiving the authorisation:
    • For withdrawal and defects, the product only needs to be unworn. We do not require intact tags, seals or original box.
    • The requirement for an attached label/tag, original box and complete accessories applies only to size or style exchanges.
  4. Once we receive the return, we check the product within 5 working days. This check applies only to defects and courtesy exchanges (for withdrawals, the refund has already been requested beforehand, see section 9).
  5. We process the exchange, reshipment or refund as set out in section 9.

9. How and when refunds are made

Withdrawal (14-day right): the refund is requested as soon as you send us proof of postage for the return, without waiting for the product to be inspected. The physical arrival of the pair only closes the process; it is not a condition for starting the refund.

24-hour cancellation (before dispatch): the refund is processed immediately, with nothing to return.

Defects and size or style exchanges: in these cases the product is checked, so the refund period starts once the return has been inspected and approved (within 5 working days of us receiving the pair).

How the money is returned, depending on how you paid for the order:

  • Refund processing: our finance team processes the refund within 3 to 5 working days, covering the full amount paid. Depending on your bank or card issuer, it may appear on your next statement or the one after; this timeframe is set by your provider and is beyond our control.
  • Payment methods shown at checkout: the refund is always made using the same method used for the purchase, in line with the timeframes of the respective provider.
  • Exchange voucher (size or style exchanges only): issued immediately and valid for 90 days.

In all cases of withdrawal and of defects that are not fixed, the refund is always money back (or a refund to your original payment method), never just store credit imposed against your will.

10. Product guarantee

All Viking Sneaker products are covered by the legal guarantee against faults and defects provided for by European consumer protection law, as described in section 5 above. This guarantee protects you against any manufacturing fault, such as the sole coming unstuck, stitching coming apart or a finishing flaw.

Please remember that the legal guarantee covers defects, not the natural wear and tear of the product through use. A sole worn down by walking over time, yellowing from sun exposure, frayed laces, stains from use, deformation from improper storage, or damage caused by accidents or machine washing are not manufacturing defects. To make your pair last longer, clean it with a damp cloth and mild soap, dry it in the shade and store it in a well-ventilated place.

Need help? Get in touch

  • WhatsApp (main channel): [TELEFONE]
  • Email: [E-MAIL]
  • Website: vikingsneakers.shop
  • Customer service hours: Monday to Friday, 09:00 to 18:30; Saturday, 09:00 to 13:00 (Brasília time, UTC-3)
  • Company name and registration number: [COMPANY REGISTRATION NUMBER]
  • Address: [ENDEREÇO]

Our team handles exchanges, returns and defects directly on WhatsApp, quickly and with a human touch. For dispatch times and tracking, see the Shipping & Delivery Policy. For any other questions, get in touch through our Contact Us page.

Step into your new pair with confidence. We will take care of the rest.