Here to help
Orders
Which payment methods do you accept?
We accept Paypal, Google Pay, Apple Pay, Visa, Mastercard, Amex, Klarna and Clearpay.
Can I change or cancel my order?
Once an order has been placed we are unable to modify or cancel it. This allows us to process orders quickly so your order can be shipped as soon as possible. If you made a mistake with an order you have just placed, contact us at teams@ogkicks.uk and we will try our best to help you.
What happens if my order is delayed?
Sometimes an item sells out very quickly and unfortunately we don’t have the item in stock to fulfil your order. We will contact you and provide an alternative size or solution and you will have the option to cancel your order.
There is an issue with my order, what should I do?
We are sorry to hear you have an issue with your order. Please contact our customer service team at team@ogkicks.uk with your order number and we will help you.
Do you offer discounts or promo codes?
Yes, we sometimes offer discount and promo codes. These promotions are typically shared through our email newsletters, social media channels, and occasionally on our website. To make sure you don’t miss anything follow us on our socials and sign up to our newsletter.
Can I use Klarna or Clearpay for my order?
Yes. You can choose Klarna or Clearpay at checkout to split your payment into smaller instalments. Klarna lets you pay in 3 interest-free payments or up to 30 days later, while Clearpay splits your total into 4 equal payments every two weeks.
Why was my card declined?
Across the European Economic Area, it’s mandatory for businesses to implement Strong Customer Authentication (SCA). This requirement aims to make online sales more secure and to protect everyone involved in the payments process.
We implement 3-D Secure on all our payments as an additional security measure to let your issuing bank verify the cardholder’s identity when you’re making an online purchase. This ensures the card is not being used fraudulently and adds an additional layer of security.
Most cards are automatically enabled with 3-D Secure, but please check with your bank if you're unsure or experiencing repeatedly declined payments.
Shipping & Deliveries
When will I receive my order?
We ship all orders Monday through Friday. Express orders placed before 2 PM are typically delivered the next working day. All other orders are delivered within 3–6 working days. We ship with Royal Mail and use their 24 Hour Tracked service. Orders are delivered Monday to Saturday, excluding Bank Holidays.
How much does shipping cost?
We offer free shipping with Royal Mail Tracked 24 Service for all UK orders.
Will I receive a tracking number?
Once your item has shipped you will receive a notification email with a tracking number. Please note that sometimes it can take a couple hours once we have shipped your order for the tracking number to be updated with Royal Mail.
Can I pick up my online order in your London store?
Yes, we offer a click and collect service at our London Store. We require ID to pick up your item and you will receive a confirmation email when it is ready to be collected.
Returns & Refunds
What is your return policy?
We offer a 14 day refund policy for all online orders. Items must be unworn, in the original box and with all tags attached. For items purchased in-store you have 30 days to return your item for exchange or store credit. We do not offer refunds on items purchased in-store. Please see our full return policy here.
How do I start a return?
We have a return portal with Royal Mail to make returns easy. Please start your return here.
When will I get my refund?
Returns are processed within 3 days of returning to our warehouse and depending on your bank, it could take an additional 5-7 days to see the money in your account. You will receive an email from us when we have processed your return.
Can I return an item purchased in-store?
For all items purchased in-store we offer exchanges and store credit only. You must present the receipt at the time of return. Our full return policy can be found here.
Customer Support
How can I contact customer service?
Please contact us via email at team@ogkicks.uk or send us a whatsapp message at 07350 568050. We will reply within 24 hours or the next business day if contacted on a weekend or holiday. Our customer service hours are Monday-Friday 9am-5pm.
Where is your store located?
Our London store is located just off Carnaby St. The address is 19-21 Fouberts Place Carnaby London W1F 7QE. We are open Monday - Saturday 10am - 8:30pm and Sundays 11am - 6pm.
Sneaker Info
Are your sneakers authentic?
Yes, all of our sneakers are authentic. Every item we sell goes through an authentification process by our team of experts ensuring that we only sell authentic and quality products.
Do you sell pre-loved sneakers?
Yes we do! We have an excellent selection of pre-loved sneakers in-store and online, all authenticated and thoroughly cleaned by our team.
Do you buy used sneakers?
Yes we buy sneakers, luxury and streetwear. We accept both dead stock and pre-loved, but note that pre-loved items need to be in excellent condition. Please stop by our London store or send us a whatsapp message at +44 7900219239.
Are your sneakers in UK sizing?
Yes, all our stock is shown in UK sizing.
Do you sell luxury sneakers?
Yes we do. You can find Balenciaga, Dior, Louis Vuitton, Prada and other luxury brands in our London store.
The size I want is sold out, will you restock?
We are sorry to hear that we don’t have your size in stock. Sometimes products sell out very fast, but we are always receiving products and update our stock levels on our website regularly so it’s best to check the website often.
Can you source a rare sneaker I am looking for?
Yes! We are available to source sneakers and would be happy to help you find what you are looking for. Please reach out to our sourcing team at sales@ogkicks.uk.