FAQs

1. Where can I get information about my order if the DISTANCE website does not exist?

Dear customer, please send a message with any questions to the following e-mail address: help@distance.eu
Our customer service will do their best to answer all your questions.

2. I placed an order before the site was disabled. Will I receive my order?

Your order that was placed before 21.12 will be completed and shipped to you as soon as possible. You will receive a notification about changes in the status of your order by e-mail.

Delivery:

1. How long is the current waiting time for delivery of the order?

The estimated delivery time of the order is 1-5 working days. Thanks to the tracking number, you can check the current status of your shipment https://www.dpd.com.pl/Zlokalizuj-paczke

2. Can I change the delivery address?

In order to redirect the parcel, please contact the courier company after sending the parcel.

3. Will I receive a tracking number?

Tracking the current status of the package is possible thanks to the individual tracking number, which you will receive in the e-mail confirming the completion of the order. Paste the tracking number on the courier's website and check where your package is currently located https://www.dpd.com.pl/Zlokalizuj-paczke

Returns:

1. How much time do I have to make a return?

Purchased goods can be returned within 14 days*. Only unused goods are subject to full refund. The return package must be accompanied by a return form, which is available at the link https://poland.snipes.com/downloads/distanceeu-contract_withdrawal_form.pdf
An order placed before the change of the regulations (07.12.2021), can be returned within 30 days from the date of its delivery.

2. To which address should I send the parcel back?

The parcel should be sent back to the current address:

Snipes Polska S.A. Sklep Online Zwroty
Centrum Logistyczne Deichmann
ul. Graniczna 8d
PL 54 610 Wrocław

Remember to attach a withdrawal form.

3. How to return the purchased goods?

The return can be made by sending shoes at your expense. You can use any courier. Please do not send us parcels "cash on delivery" - we do not have the technical possibility to receive such a package. After sending the package, you should receive a confirmation of postage from the courier - keep it until the return is accepted by the returns department. This document confirms that you handed over the package to the courier.

4. Where is the return form?

The return form is available at the link: https://poland.snipes.com/downloads/distanceeu-contract_withdrawal_form.pdf

5. Has my refund been received?

With the tracking number of your return shipment, you can check where your package is currently located. You will receive an e-mail notification as soon as your return is accepted.

6. When will I get a refund for a returned item?

We will send the refund as soon as possible - at the moment, the refunds are made on an ongoing basis, no later than within 14 days of receiving the package.

7. How will the funds be refunded?

Within a few days after we accept your return, you will receive a refund for the product (s) as paid for (bank account or credit card). If you paid for the order on delivery, please include the details of the account owner and the IBAN of the bank account to be refunded in the return shipment. Thanks to this data, we are able to process your return and transfer the funds as soon as possible.

8. Can I exchange an ordered product?

Unfortunately, we do not offer an exchange option. You can return a product that does not suit you according to the information provided above.

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