FREQUENTLY ASKED QUESTIONS
I want to order a product, but it’s sold out. What can I do?
If the product you want to order is currently out of stock or not available in your size, we offer a ‘Notify Me’ button on the product page.
By leaving your email address, you’ll be one of the first to know when the product is back in stock.
I am unsure about the sizing of a specific product, can you help me out?
If you are unsure about the size of a specific product, start with your trusted standard sizes as a reference. Our team is on hand to offer personal advice if you need further help choosing the right size.
We're here to make sure you're happy with your purchase.
Wie zijn jullie?
Wij zijn Dualrope, een bedrijf dat is begonnen uit een passie voor schoenen met net iets meer flair, Inmiddels 2 jaar verder hebben wij al meer dan 30.000 klanten geholpen aan hun sneakers. Ons doel is om iedereen zo snel mogelijk met de beste prijzen aangepaste sneakers te verkopen.
DELIVERY
How long does it take to ship my order?
We always try to ship your order within 1-2 business days.
As soon as we shipped your order, you'll be sent an email confirmation along with a track & trace number to track your order.
If, however, you ordered a pre order item it could take from 2-3 weeks to ship your item.
Within how long can I expect my order?
Delivery times vary by country. For Europe, orders typically arrive within 1–7 business days after processing. For orders outside Europe, delivery may take longer.
Please note: business days are different from regular calendar days. By business days, we specifically mean Monday through Friday, excluding public holidays.
Haven’t received your order within the indicated timeframe? Feel free to contact us via our contact page.
I have not received my order, what is the best thing to do now?
We’re sorry to hear that your package hasn’t arrived yet. Don’t worry — there are several steps we can take to resolve this:
1. Check your mailbox – If you have a roadside mailbox, please also check if the package was placed in or next to it.
2. Ask your neighbors – Especially your immediate neighbors. Sometimes a package is delivered to them or placed in their mailbox, even if this isn’t shown in the tracking info.
3. Wait one more business day - Delivery carriers often only start an investigation after 24 hours, as there’s still a chance the package will be delivered the next business day.
4. Still haven’t received it? Let us know again.
If you’re experiencing any issues with the delivery of your order or if your package hasn’t arrived, feel free to contact us. We’ll do everything we can to resolve it for you as quickly as possible.
Do I have to pay import duties or additional charges on my order?
No customs fees are charged for orders in countries within the EU.
If you order outside the EU, customs charges may apply.
Please note that these are the responsibility of the customer and cannot be covered by us.
I made a mistake in my delivery address during checkout, what is the best thing to do now?
Of course, this can happen — no problem!
Please contact us as soon as possible so we can resolve this for you. Don’t forget to include the correct address in your message, so we can send your order directly to the right location.
Can I have my order delivered at a pick-up point?
Yes, that’s definitely possible!
Simply instead of entering your home adress at checkout, fill in the address of the pickup point where you’d like your order to be delivered.
We’ll make sure your order is shipped to the requested pickup location.
RETURNS & REFUNDS
Can I return my order?
We have a 14-day return policy. This means that if you're not completely satisfied, you can return the product within 14 days of purchase. Orders returned after this period will be sent back without a refund.
Returned items must be in perfect, original condition — unworn and with all tags still attached.
How to return?
To get started, contact us via email:
Once you reach out to us, you’ll be guided step by step through the return request process. Please have your order details and product information ready for a smooth experience.
Don’t forget to include the ‘#’ symbol when entering your order number.
If you have any questions, feel free to contact us anytime.
Do I have to pay for a return shipment?
Yes, return shipping costs are not covered by us. The return fee is €6.95. You can pay this through our return portal, after which you’ll receive a label to send your package back.
Please note that we are not responsible for anything that may happen to the package during the return process. It is the customer’s responsibility to ensure the return arrives to us in its original condition.
How long will it take to receive a refund?
Once we have received your return, it may take up to 10 business days to process it.
If you haven’t received an update after these 10 business days, feel free to contact us and we’ll assist you further with your return.
Please note: business days are different from regular days. By business days, we mean Monday through Friday, excluding public holidays.
I want to exchange my order for another product, is this possible?
Yes, that’s possible!
Please contact our customer service and let us know which products you’d like to return and which items you’d like to exchange them for.
We’re here to help you with the exchange of your selected items.
I have received the wrong item, what is the best thing to do?
Our apologies for the inconvenience. If you’ve received the wrong item, please contact us as soon as possible after receiving your order.
We will send you the return instructions and ship the correct item to you as soon as possible.
ORDERS
I have placed an order, but I have not received a confirmation e-mail, what is the best thing to do?
Our apologies for the inconvenience. If you were redirected to our ‘thank you’ page after placing your order and the payment has been deducted, this means your order was successfully processed.
It’s also possible that the confirmation email ended up in your spam folder.
Feel free to contact us with your name and address details, and we’ll resend the confirmation email to you as soon as possible.
Which payment methods can I use during checkout?
iDeal, Bancontact, Maestro, Apple Pay, Google Pay, Union Pay, AMEX en Visa Mastercard.
Why has ( a part of) my order been cancelled?
Your order may be canceled or partially canceled due to various reasons.
One of the main reasons may be that the item is no longer in stock in our warehouse.
When we cancel an item or order, we will always contact you for the exact reason and explanation.
OTHER QUESTIONS
My question is still unanswered, what can I do now?
We are sorry to hear that your question has not yet been answered.
You can easily contact us with your questions. Our team will be happy to answer all your questions as soon as possible.
