1. About Sneakers Villa

Sneakers Villa is an online retail business offering bags, backpacks, holdalls, duffel bags, travel products, accessories, and related goods through our online store.

Our website is operated using the Shopify ecommerce platform. Shopify provides the technology that allows us to display products, process orders, manage customer accounts, and operate our online store.

2. Scope of These Terms

These Terms and Conditions apply to:

• Your access to and use of the Sneakers Villa website
• All orders placed through our online store
• All products purchased directly from Sneakers Villa
• Customer accounts created through our website
• Customer service communications
• Promotions, discount codes, and special offers
• Returns, refunds, cancellations, and exchanges
• Any other services made available through our website

Separate terms may apply to particular competitions, promotions, discount campaigns, gift cards, subscriptions, or other services. Where separate terms apply, they will be displayed or communicated before participation or purchase.

3. Eligibility to Use Our Website

You may use our website only for lawful purposes. By placing an order, you confirm that:

• You are legally capable of entering into a binding contract
• You are at least 18 years old, or you have the permission and supervision of a parent or legal guardian
• The information you provide is accurate, complete, and current
• You are authorised to use the selected payment method
• You are purchasing products for legitimate personal or permitted business use
• You will not use our website for fraudulent, unlawful, or abusive purposes

We reserve the right to refuse service, cancel an order, restrict an account, or prevent access to our website where we reasonably believe these requirements have not been met.

4. Consumer and Business Customers

These Terms and Conditions are primarily written for customers purchasing products as consumers for personal use.

If you purchase products wholly or mainly for business, commercial, resale, or professional purposes, certain consumer rights may not apply. Additional business terms may be required for wholesale, trade, or resale purchases.

You must contact us before placing an order intended for resale, wholesale distribution, or other commercial purposes.

5. Website Access

We aim to keep our website available, accurate, and secure. However, we do not guarantee that the website will always be available, uninterrupted, error-free, or compatible with every device or browser.

We may temporarily suspend, restrict, update, or withdraw all or part of the website for maintenance, security, technical, operational, or commercial reasons.

We are not responsible for temporary website unavailability caused by events beyond our reasonable control, including hosting interruptions, internet failures, system maintenance, cyber incidents, or third-party service disruptions.

6. Acceptable Use

You must not use our website:

• For any unlawful, fraudulent, or misleading purpose
• To submit false personal, payment, or delivery information
• To attempt unauthorised access to our systems
• To introduce viruses, malware, harmful code, or automated attacks
• To collect information about other users without permission
• To interfere with the security or operation of the website
• To impersonate another person or organisation
• To place fraudulent, speculative, or abusive orders
• To reproduce or exploit website content without authorisation
• To use automated systems to scrape, copy, or monitor our website
• To violate any applicable law or third-party right

We may suspend or block access where we reasonably believe the website is being misused.

7. Customer Accounts

You may be able to create a customer account through our website. You are responsible for ensuring that your account details remain accurate and current.

You are responsible for maintaining the confidentiality of your password and login details. You must notify us promptly if you believe your account has been accessed or used without permission.

You are responsible for activity carried out through your account unless the activity occurred because of a security failure for which we are legally responsible.

We may suspend, restrict, or close an account where we reasonably suspect:

• Fraudulent activity
• Unauthorised access
• Abuse of our return or refund process
• Repeated payment disputes
• A breach of these Terms and Conditions
• A risk to customers, our business, or our systems

8. Product Information

We aim to ensure that product descriptions, specifications, sizes, materials, features, photographs, and prices are clear and accurate.

Product images are provided for illustration and presentation purposes. Colours may appear slightly different depending on screen settings, lighting, photography, display quality, and manufacturing variations.

Minor differences in colour, texture, stitching, dimensions, packaging, or finish may occur where they do not materially affect the product’s quality, function, or description.

Measurements are approximate unless expressly stated otherwise. Customers should review all available descriptions, dimensions, and product information before placing an order.

We will not make a material substitution without informing you or obtaining consent where required.

9. Product Availability

All products are subject to availability. Adding a product to your basket does not reserve it.

A product may become unavailable after an order is submitted because of stock errors, fulfilment issues, damaged inventory, supplier changes, or unusually high demand.

If a product becomes unavailable, we may:

• Cancel the affected product and issue a refund
• Contact you to offer a suitable alternative
• Dispatch the available products separately
• Cancel the entire order where appropriate

We will not send a materially different substitute without your agreement.

10. Placing an Order

To place an order, you must follow the checkout process and provide the information requested, including your contact, billing, delivery, and payment details.

Before submitting payment, you are responsible for checking:

• The products selected
• The quantity ordered
• Any selected size, colour, or variation
• The billing address
• The delivery address
• Your telephone number and email address
• The delivery method
• The total price

Clicking the final order or payment button submits your offer to purchase the products in your basket.

11. Order Acknowledgement

After you place an order, we will normally send an acknowledgement or confirmation email.

An automated acknowledgement confirms that we have received your order. It does not necessarily mean that the order has been accepted, processed, or dispatched.

You should contact us promptly if the acknowledgement contains an incorrect product, quantity, address, or other important detail.

12. Formation of the Contract

Your order is an offer to purchase products from Sneakers Villa.

A binding contract is normally formed when we expressly accept your order or dispatch the products and send you a dispatch confirmation, whichever occurs first.

We reserve the right to reject or cancel an order before acceptance for legitimate reasons, including:

• The product is unavailable
• The price or description contains an obvious error
• Payment was not authorised
• The order fails fraud or security checks
• The delivery address is invalid or unsupported
• Purchase limits have been exceeded
• We reasonably suspect unlawful or abusive activity
• We are unable to fulfil the order

If payment has already been collected for an order that we do not accept, the relevant amount will be refunded to the original payment method.

13. Our Right to Refuse or Cancel Orders

We may refuse, limit, or cancel an order where reasonably necessary to protect our customers, business, payment systems, or legal obligations.

This may include orders that:

• Contain unusually large quantities
• Appear intended for unauthorised resale
• Use inconsistent billing and delivery details
• Are linked to previous fraudulent activity
• Use an invalid or unauthorised payment method
• Attempt to misuse a discount or promotion
• Contain an obvious pricing or technical error

Where reasonably possible, we will inform you if an order is cancelled.

14. Prices

Product prices are displayed on the relevant product page and during checkout.

Prices may change at any time, but a price change will not normally affect an order that has already been accepted.

The total amount payable will be shown before the order is submitted and may include:

• The product price
• Applicable taxes
• Shipping or delivery charges
• Discounts or promotional reductions
• Any other charge expressly agreed during checkout

We will not add optional charges without the customer’s express agreement.

15. Pricing and Description Errors

Despite reasonable care, a product may occasionally be displayed with an incorrect price, description, discount, specification, or availability status.

Where an error is obvious and could reasonably have been recognised as an error, we may cancel the order before fulfilment and refund any payment collected.

Where appropriate, we may contact you and offer the option to proceed at the correct price or cancel the order.

We will not change the agreed price after accepting an order unless you expressly agree or the change is required by law.

16. Payment

Payment must be made using one of the payment methods displayed at checkout.

Payments may be processed through Shopify Payments or another authorised payment provider. Payment methods available may vary depending on location, device, currency, and provider availability.

By submitting payment information, you confirm that:

• The information is complete and accurate
• You are authorised to use the selected payment method
• Sufficient funds or credit are available
• The payment is not fraudulent or unlawful

We may delay or cancel an order if payment is declined, reversed, disputed, or identified as high risk.

17. Payment Authorisation

Your payment provider may temporarily reserve or authorise funds when you place an order.

A pending authorisation is controlled by the payment provider or bank and may remain visible for a limited period even if an order is cancelled.

We are not responsible for delays caused solely by a bank or payment provider releasing a pending authorisation.

18. Fraud and Security Checks

Orders may be subject to payment verification and fraud-prevention checks.

We may request additional information to confirm:

• The customer’s identity
• The billing address
• The delivery address
• Authorisation to use the payment method
• The legitimacy of the transaction

We may delay, refuse, or cancel an order where verification cannot be completed or where we reasonably suspect fraud, misuse, or unauthorised payment activity.

19. Promotional Codes

Promotional codes are subject to the conditions displayed with the relevant promotion.

Unless otherwise stated:

• A promotional code may be used only once per customer or order
• Only one promotional code may be used per order
• Promotional codes cannot be exchanged for cash
• Codes must be entered before completing checkout
• Expired codes will not be accepted
• Codes may exclude certain products or collections
• Minimum order values may apply
• Codes may not apply to delivery charges

We may cancel or adjust an order where a promotional code has been used fraudulently, unlawfully, or contrary to its published conditions.

20. Sales and Promotional Pricing

Products purchased during a sale or promotional campaign remain subject to these Terms and Conditions and our Return and Refund Policy.

A refund for an eligible returned promotional product will be based on the amount actually paid after the discount was applied.

Promotions may be amended or withdrawn before an order is placed. Changes will not normally affect an order already accepted.

21. Shipping and Delivery

Orders are processed and delivered in accordance with our Shipping Policy.

• Processing time: 1–3 business days
• Estimated shipping time: 5–7 business days
• Estimated total delivery time: 8–10 business days
• Daily order cut-off: 9:00 PM UK time
• Shipping providers: Royal Mail, FedEx, and DHL

Delivery estimates are provided in good faith but are not guaranteed. Delivery may be affected by carrier operations, weather, public holidays, seasonal demand, remote locations, incorrect addresses, or circumstances beyond our reasonable control.

22. Delivery Address

You are responsible for providing a complete and accurate delivery address.

The delivery information should include:

• The recipient’s full name
• House number, flat number, or building name
• Street address
• Town or city
• Correct postcode
• Country
• A valid telephone number
• A valid email address

We are not responsible for delays or failed delivery caused by incorrect or incomplete information entered by the customer.

Contact us immediately if you need to request an address correction. We cannot guarantee that changes can be made after processing or dispatch has begun.

23. Delivery Completion

Delivery may be completed when the parcel is delivered to:

• The address provided during checkout
• The customer or another person at that address
• A nominated safe place
• A neighbour
• A reception desk or concierge
• A collection point selected or approved by the customer

Where you provide safe-place or alternative delivery instructions, you accept responsibility for the suitability and security of that location.

24. Multiple Parcels

An order may be delivered in more than one parcel. Separate parcels may:

• Be dispatched at different times
• Use different carriers
• Have separate tracking numbers
• Arrive on different days

Customers should review all dispatch notifications before reporting a product as missing.

25. Delivery Delays

If delivery is delayed, we will provide reasonable assistance and available tracking information.

We are not responsible for a delay caused by circumstances outside our reasonable control. However, this does not remove any right you may have where delivery is not completed within an agreed or legally required period.

26. Failed and Uncollected Deliveries

If delivery is unsuccessful, the carrier may arrange redelivery, leave the parcel in a safe place, deliver it to a neighbour, or hold it at a collection location.

You are responsible for monitoring tracking updates and following collection or redelivery instructions.

If a parcel is returned because it was refused, not collected, or addressed incorrectly, reasonable additional delivery or return costs may apply where permitted by law.

27. Risk and Ownership

Ownership of the products normally passes to you once we have received full payment.

Risk of accidental loss or damage normally passes to you when the products are delivered into your physical possession or to a person you have identified to receive them.

Nothing in this section limits rights that cannot lawfully be excluded.

28. Your Right to Cancel

Customers purchasing online may normally notify us of their decision to cancel an eligible order within 14 calendar days after receiving it, without providing a reason.

Where an order is delivered in separate parcels, the cancellation period may begin after the final relevant parcel is received.

To cancel, you must send us a clear statement by email or another available contact method before the cancellation period expires.

29. Returning Products

After notifying us of cancellation, eligible products must be returned in accordance with our Return and Refund Policy.

Before returning a product, contact us for the correct return instructions and destination.

Do not send products to our business address unless our customer service team confirms that it is the authorised return address.

30. Condition of Returned Products

Customers may inspect a product only to the extent reasonably necessary to establish its nature, characteristics, appearance, fit, and basic functionality.

Where permitted by law, a refund may be reduced to reflect a genuine loss in value caused by handling beyond what would reasonably be permitted in a physical shop.

Products should be returned with their original packaging, labels, straps, accessories, instructions, and included components wherever reasonably possible.

31. Return Shipping Costs

Customers are normally responsible for the direct cost of returning a product when the return is based solely on a change of mind.

Sneakers Villa will cover reasonable return costs or provide an approved return method where a product is confirmed to be:

• Faulty
• Damaged on arrival
• Incorrectly supplied
• Not as described

Customers should not use an unusually expensive return service without our prior approval.

32. Refunds

Eligible refunds are normally processed within 7 business days after we receive and inspect the returned product, or after acceptable evidence of return is provided where applicable.

Refunds will normally be issued to the original payment method.

Once a refund has been issued, your bank, card provider, or payment processor may require additional time to display the funds.

Full refund conditions, delivery charge treatment, deductions for diminished value, and return procedures are explained in our Return and Refund Policy.

33. Faulty, Damaged, or Misdescribed Products

Products supplied by Sneakers Villa must comply with applicable consumer law, including requirements relating to satisfactory quality, fitness for purpose, and accuracy of description.

If a product is faulty, damaged on arrival, incorrectly supplied, or not as described, contact us promptly and provide:

• Your name and order number
• A description of the issue
• Photographs of the product
• Photographs of the packaging
• A photograph of the shipping label
• Any other information reasonably required to assess the issue

Depending on the circumstances and your legal rights, the available remedy may include a repair, replacement, price reduction, or refund.

34. Incorrect or Missing Products

If you receive an incorrect product or a product appears to be missing, contact us promptly.

You may be asked to provide photographs of everything received, the outer packaging, shipping label, and any packing document.

We will review the order and delivery information before providing an appropriate resolution.

35. Exchanges

Exchanges may be available where a product is faulty, damaged, incorrect, or where an appropriate replacement is available.

For a preference-based change, we may ask you to return the original product for a refund and place a separate order for the preferred product.

Exchange availability depends on stock and is not guaranteed.

36. Product Guarantees and Statutory Rights

Any voluntary product guarantee offered by us is provided in addition to your statutory rights and does not replace them.

Your rights regarding faulty, unsafe, misdescribed, or unsuitable products remain available regardless of whether a separate commercial guarantee is offered.

37. Product Care and Customer Responsibility

Customers are responsible for following reasonable product care, cleaning, storage, and usage instructions.

We are not responsible for damage caused by:

• Misuse or neglect
• Normal wear and tear
• Overloading
• Incorrect cleaning methods
• Exposure to unsuitable chemicals or liquids
• Unauthorised repairs or modifications
• Failure to follow care instructions
• Accidental damage after delivery

This does not affect responsibility for an inherent manufacturing fault or a product that did not conform to the contract when supplied.

38. Intellectual Property

The website and its content, including the Sneakers Villa name, logo, branding, product photographs, graphics, text, layout, designs, videos, icons, and other materials, are owned by or licensed to Sneakers Villa unless otherwise stated.

You may access and use the website for personal, non-commercial shopping purposes.

You must not, without prior written permission:

• Copy or reproduce website content
• Use our logo or branding
• Republish product photographs or descriptions
• Create derivative works from our content
• Sell, license, or commercially exploit our materials
• Use content in a misleading or unauthorised manner

39. Customer Reviews and Submitted Content

If you submit a review, photograph, testimonial, comment, or other content, you confirm that:

• The content is accurate and based on genuine experience
• You have the right to submit it
• It does not infringe another person’s rights
• It is not defamatory, abusive, unlawful, or misleading
• It does not contain confidential or sensitive information
• It does not contain malware, spam, or unauthorised advertising

You grant us a non-exclusive, worldwide, royalty-free licence to display, reproduce, adapt, and use submitted content for operating and promoting Sneakers Villa, subject to applicable privacy law.

We may remove submitted content that violates these terms or applicable law.

40. Third-Party Links and Services

Our website may contain links to third-party websites, delivery services, payment providers, social media platforms, or other independent services.

Third-party websites and services operate under their own terms and privacy policies. We are not responsible for their content, availability, security, or independent practices.

A link does not necessarily mean that Sneakers Villa endorses or controls the third party.

41. Shopify and Third-Party Applications

Our website is hosted through Shopify and may use applications or services provided by third parties.

Website functions may depend on Shopify, payment providers, analytics services, customer support tools, marketing providers, and delivery integrations.

We are not responsible for temporary interruption caused solely by an independent provider, although we will take reasonable steps to maintain our services.

42. Privacy and Personal Information

Personal information is collected and processed in accordance with our Privacy Policy.

Our Privacy Policy explains:

• What personal information we collect
• How and why we use it
• Who we share it with
• How long we retain it
• How cookies and tracking technologies are used
• Your data protection rights
• How to contact us about privacy

43. Electronic Communications

By placing an order or creating an account, you agree that we may send transactional communications relating to:

• Order confirmation
• Payment status
• Fraud verification
• Dispatch and delivery
• Returns and refunds
• Customer support
• Account security
• Changes affecting an active order

Transactional communications are separate from promotional marketing and may continue even if you unsubscribe from marketing.

44. Marketing Communications

We may send marketing communications where you have provided consent or where otherwise legally permitted.

You may unsubscribe at any time by using the unsubscribe link included in a marketing message or contacting us.

Unsubscribing from marketing does not affect communications necessary to manage an order, account, delivery, return, refund, or security issue.

45. Our Responsibility to You

We are responsible for loss or damage that is a foreseeable result of our breach of these Terms and Conditions or our failure to use reasonable care and skill.

Loss or damage is foreseeable where it was obvious that it would occur or where both parties knew it might occur when the contract was formed.

We do not exclude or limit liability where doing so would be unlawful.

46. Liability That Is Not Excluded

Nothing in these Terms and Conditions excludes or limits liability for:

• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Breach of rights that cannot legally be excluded
• Defective products where liability cannot legally be limited
• Any other liability that cannot lawfully be excluded

47. Business Losses

Where you purchase as a consumer, we supply products for private use. We are not responsible for business losses arising from consumer use, including loss of profit, revenue, business opportunity, contracts, anticipated savings, or business interruption.

If products are purchased for business or resale purposes, separate terms and limitations may apply.

48. Events Beyond Our Reasonable Control

We will not be responsible for a delay or failure caused by an event beyond our reasonable control.

Such events may include:

• Natural disasters or severe weather
• Transport or carrier disruption
• Industrial action or strikes
• Public health emergencies
• Government restrictions
• War, civil unrest, or terrorism
• Internet, hosting, or system failures
• Cybersecurity incidents
• Supply-chain disruption
• Utility failures
• Other circumstances outside our reasonable control

Where an event affects an accepted order, we will take reasonable steps to reduce disruption and communicate material delays.

49. Complaints

If you are dissatisfied with a product or service, please contact us using the business details at the end of these terms.

To help us investigate, provide:

• Your full name
• Your order number
• Your email address
• A clear description of the problem
• Relevant photographs or supporting documents
• Your preferred resolution

We will review complaints fairly and aim to provide a reasonable response as soon as practicable.

50. Chargebacks and Payment Disputes

Please contact us first if you have a concern about an order, payment, return, or refund so that we have an opportunity to investigate.

You must not knowingly provide false or misleading information to a bank or payment provider when raising a payment dispute.

Nothing in these terms prevents you from exercising a lawful right to contact your bank, card issuer, payment provider, regulator, or court.

51. Account Suspension and Termination

We may suspend or terminate access to an account where reasonably necessary because of:

• A serious or repeated breach of these terms
• Fraudulent or unlawful activity
• Threatening or abusive conduct
• Security risks
• Unauthorised payment activity
• Abuse of promotions, returns, refunds, or chargebacks

Account termination does not remove rights or obligations relating to orders, payments, refunds, or disputes that arose before termination.

52. Transfer of Our Rights

We may transfer our rights or obligations under a contract to another organisation as part of a sale, restructuring, merger, financing arrangement, or operational change.

Such a transfer will not reduce your statutory rights. Where appropriate, we will notify you of a transfer that materially affects an active contract.

53. Transfer of Your Rights

You may transfer your rights under a contract where permitted by law. We may require reasonable evidence of the transfer or the recipient’s identity.

You may not transfer obligations in a way that increases our burden or risk without our written agreement.

54. No Third-Party Rights

Unless expressly stated otherwise, a contract under these terms is between you and Sneakers Villa.

No other person has a right to enforce its terms except where applicable law provides otherwise.

55. Severability

If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, the remaining provisions will continue in effect.

The affected provision will be interpreted or adjusted only to the minimum extent necessary to make it valid and enforceable where legally possible.

56. No Waiver

If we do not immediately enforce a right or remedy, this does not mean that we have waived it.

A waiver relating to one breach does not automatically apply to a later or different breach.

57. Entire Agreement

These Terms and Conditions, together with the policies and information incorporated into them, form the agreement between you and Sneakers Villa concerning your use of the website and purchase of products.

Nothing in this section excludes responsibility for fraud, fraudulent misrepresentation, or rights that cannot lawfully be excluded.

58. Governing Law

These Terms and Conditions and contracts formed through our website are governed by the laws of England and Wales.

If you are a consumer living elsewhere in the United Kingdom, you may also benefit from mandatory legal protections applicable in your place of residence.

59. Courts and Disputes

The courts of England and Wales will generally have jurisdiction over disputes relating to these Terms and Conditions.

Consumers living in Scotland or Northern Ireland may also be entitled to bring proceedings in the courts of the part of the United Kingdom where they live.

Before beginning legal proceedings, both parties are encouraged to attempt to resolve the matter through direct communication where appropriate.

60. Changes to These Terms and Conditions

We may update these Terms and Conditions to reflect changes to:

• Our products or services
• Our website or Shopify platform
• Payment or delivery arrangements
• Our business operations
• Applicable laws or regulations
• Security or fraud-prevention requirements

Updated terms will be published on our website. Changes will not normally affect an order already accepted unless the change is required by law or agreed with the customer.

61. Contacting Sneakers Villa

Contact us if you have a question about these Terms and Conditions, an order, a delivery, a return, a refund, or another aspect of our service.

Please include your order number where your enquiry relates to a purchase.

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