FAQ

Shopping Information

How Can I Place An Order?

1. Add a product to your shopping cart by clicking the "Add to Cart" button.
2. Click on your shopping cart or 🛒 .
3. Click on the buy button.
4. Enter your personal details.
5. Select a shipping method of your choosing.
6. Select the payment method of your choosing.
7. Double check your details and click on the
"Place Order" button.

To make purchases on Sluw Official you do not need to register; however, we suggest you create an account to access exclusive areas and services dedicated to our customers.

You will receive a confirmation email shortly after the order placement with the details of your order. From this moment on, our warehouse will take care of everything and as soon as the order ships, we will notify you with another confirmation email.

For customised items please contact our customer service via: support@sluwofficial.com

How Can I Choose The Right Size?

To check which size fits you best, each product includes a size table/description. We highly suggest you to follow this information before placing an order.

Can I Change Or Cancel After Ordering?

After your order has been placed you will only be able to change the details of your order or cancel it, before the "Your Order Has Been Shipped" email. After that we won't be able to help you with this. Our staff will try to ship your order as soon as possible.


Shipping Information

What Are The Shipping Costs?

Shipping costs will be calculated during checkout. Costs may vary over time due to shipping service price changes.
Although if you place an order with the total amount exceeding €100,- the shipping costs will be free on that order.

Which Shipping Methods Are Used?

Packages will be shipped using our standard shipping service, which will be either PostNL or DHL. We do not ship to APO, post office box or FPO addresses.

What Are The Delivery Date Estimates?

The estimated delivery time depends on the country. As soon as your order has been shipped, you will receive a shipping confirmation email with a tracking number. Please note that it may take up to 48 hours before the tracking number can be updated online.

Please be aware of a longer delivery time during the holidays and sale periods. We are working towards having your order processed within 5 working days.


Payment Information

What Payment Methods Are Accepted?

We accept payment from:

Apple Pay
iDeal
PayPal
Sofort Banking
Bank contant
Visa Creditcard
Mastercard Creditcard
American Express

Is Buying Online Safe?

Our payment system is 100% secure, we don’t save your bank details and all your bank information’s are encrypted with SSL certificate.


Returns & Refunds

What If I Am Not Satisfied With My Product?

Our purpose is to guarantee your full satisfaction.
If, for any reason whatsoever, you are not satisfied with your order, you may exercise your right to return purchased products within 30 days from the date on which you received them from us.

Returned items must comply with our returns policy:

● All products must be returned within 30 days of receipt.

● Items must be returned unworn, undamaged and unused, with all tags attached and the original packaging and accompanying accessories included.

● Footwear and accessories must be returned with the original branded boxes and dust bags, where provided, and placed inside a protective outer box for shipping.

● When trying on footwear, please take care not to mark the soles or damage the shoe box.

● Shipping back to us is at the customers’ own cost.

● Save your tracking code link as proof of shipping.

● Fill in the Return Form and add it to the returning items.

If you have fulfilled all requirements set forth above, we will fully refund the price of the returned purchased products.

Please take care when trying on your purchases and return them in the same condition you received them. Any returns that do not meet our policy will not be accepted.

What's The Exchange/Refund Process?

We are happy to offer an exchange or refund when the product is defect, we will offer exchange for unworn items returned in their original condition and packaging, with the return form fully filled in. Please be aware that all responsible return costs are applicable by the customer.

Refunds and exchanges will only be given on items returned within 30 days of receiving the order. Items that are returned as faulty and are showing signs of damage which are not the result of a manufacturing fault will not be accepted. This includes accidental, malicious or wearer related damages. As soon as we have received and approved your return, it will take approximately 7 to 10 business days to process your refund.


Did you know?

Product Appearance

The images of the products on the (desktop or mobile) website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your screen’s display can accurately display the colour of the products. Your products may vary slightly in colour from those images. the packaging of the products may vary from that is shown on the images on the (desktop or mobile) website.

Sale

Because of the high demand of our sale items, orders placed during the sale are only confirmed after receiving a shipping confirmation email. Therefore it is possible that your order will be cancelled because of out of stock items. Please be aware of a longer delivery time due to the holidays. We are working towards having your order processed within 5 working days.

Processing Guidelines

All products on the website are subject to availability and payment being received before your order is processed. We will contact you if the products you have ordered are out of stock, or if additional identification is needed for credit card verification.

Undeliverable and Refused Packages

In the event that delivery is rejected for any reason or considered undeliverable because of an invalid shipping address. We are not responsible for packages that have been lost, stolen or mis-delivered.

Inspection

You are required to inspect the delivered products once you receive your order and ensure that the products are
“as expected” condition.

In the event they are not in an “as expected” condition, please mail to support@sluwofficial.com as soon as possible, with all necessary information (order, contact details and problem description) and including photographic proof.

Shipping Errors or Damaged Products

We are committed to selling only high-quality products. To that end, we employ several quality checks before a product is shipped. If you have received a wrong or damaged product, please contact us within 30 days of receiving the order to be eligible for a free exchange with a new, similar product or refund. In the case of a refund, we will be able to issue your full refund within 30 days of us receiving the wrong or damaged product, as per our Returns & Refunds Policy.

Events Outside Our Control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations if caused by events outside our reasonable control, including (but not restricted to) fire, flood, severe weather, explosion, war, act of terrorism, industrial dispute, or acts of local or central government or other competent authorities.