FAQs

Shopping

Where are you located?

Our flagship store is located at Box Park, Al Wasl Road, Dubai, UAE.

How does it work?

Mad Kicks is a consignment marketplace, meaning all items we carry and offer on this site are provided by independent owners. Once an item sells, either online or in one of our stores, the owner receives payment for their merchandise.

We also cash-out for items/sizes that we need for a reasonable negotiated price.

Are your sneakers new?

All our products are guaranteed 100% brand new.

How do I know if the items are authentic?

Mad Kicks only sells new and 100% authentic products. We do not sell, accept, or otherwise deal with fakes, “grey market” items, or factory variants. We guarantee the authenticity of every item we sell. Each of our products is authenticated in detail and with care to leave no doubt about its legitimacy.

What is your exchange policy?
  • We are allowing within 3 days after the delivery for the item to be exchanged. Please note that we issue a refund only if the item you ordered is out of stock and we can no longer fulfill it.
  • We do not issue cash refunds.
  • To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging with a receipt or proof of purchase. Please note that authenticity tags or stickers must be intact. If removed, the item will not comply with our exchange policy and will not be accepted.
  • To exchange an item, you can visit our store or you can send it back to us using your preferred courier. Please note that we will not cover any shipping fees for exchange requests.
  • Products purchased under any promotional offer or discounted scheme cannot exchanged.
  • For accessories and figures, all sales are final.
  • For international orders, all orders are final. In an unlikely event if the shipment you have received is in a damaged condition or defective, please reach out to us at info@madkicks.com
  • Please do not hesitate to contact us should you require further clarification.
How do I exchange my purchase?

To exchange an item, you can visit our store or you can send it back to us using your preferred courier. Please reach out to us at info@madkicks.com. Note that we will not cover any shipping fees for exchange requests.

Can I cancel my order?

Our fulfillment process begins immediately after an order is received, so we are unable to accommodate cancellation requests. All confirmed orders will be subject to our standard return policy.

In the event that an item becomes unavailable, Mad Kicks reserves the right to cancel your order or items within your order at any time. We will provide a full refund, back to your original form of payment. You will be notified via email of any orders or items we cannot fulfill and have refunded.

Why was my order canceled?

Canceling an order is one of the last things we want to do, but some situations come up where cancellation is the best option to save you time and money.

The most common reasons an order might be canceled are:

  • Stock availability: It is most likely that your size ran out of stock before we could process your order.
  • Payment issues: Your payment did not go through or we were not able to verify your payment details.
  • Delivery address issues: You may have accidently entered an incorrect or incomplete delivery address which we couldn’t process.

You will receive an email if any part of your order is canceled or if we need additional information to process your order. Additionally, a refund of the item(s) will go back to your original form of payment.

An item/size I want is out of stock. How will I know if you will be getting it back in?

For items/sizes that are out of stock, please click and submit your email on the “Notify Me” on the item’s product page. Once we restock the requested item/size, you will automatically receive a notification email.

I have an inquiry about a bulk purchase - who can I reach out to?

Please do not hesitate to contact us at info@madkicks.com, or leave us a note here.

When will you get more of an item/size that is sold out?

Restocks of styles and/or sizes depends on the availability within our network of sellers. We cannot predict when a shoe will be back in inventory or available in a specific size.

What payment methods are accepted?

We accept the following payment methods: Credit/Debit card (Visa, Mastercard, American Express, Union Pay), Apple Pay, Paypal, Tabby, Cash on Delivery (Within UAE only).

I have a coupon code. How do I use it?

Coupon codes can be redeemed on the Checkout Page. If the coupon code is valid, your order summary will change to reflect the applied discount.

Do you sell gift cards?

Unfortunately, we do not offer gift cards at this time.

Delivery & Returns

Do you ship internationally?

Yes! We ship worldwide. The shipping cost depends on the size, weight, and destination of the shipment. You can determine the exact shipping amount by placing the items you want in your shopping cart, going to the checkout page, and entering your shipping address. The shipping amount will be automatically updated as you add or remove items from your cart.

Will I have to pay for tax or customs on my international order?

If duties and taxes are imposed on your order, they are due at the checkout or at the time of the delivery. We are not responsible for any import taxes, duties, or brokerages fees which may be incurred on your international order shipment.

Can I place an order over the phone?

Due to the nature of our business, we only accept orders through our website.

When will my order ship?

All orders are usually shipped out within the same day. International orders can take 1-3 business days. Additional time may be required during promotional periods and holidays.

Can I change the size or model of my order?

Unfortunately, once an order is placed, we cannot make any adjustments.

Can I change the address on my order?

To update your shipping address, please contact us by phone or email before shipping your item. Once your order is shipped, we cannot change the shipping address.

I'm unable to place an order. What should I do?

Please reach out to us at info@madkicks.com to assist you with your request.

Consigning

How do I sell products with Mad Kicks?

For inquiries about selling/consigning your products, please visit our consignment form page. Alternatively, you can contact us with your questions at info@madkicks.com.

How do you determine the prices of your products?

Mad Kicks is a consignment marketplace, meaning all items we carry and offer on this site are provided by independent owners. Because of this, our prices are made after agreeing with our consignors on a competitive price to move their items quickly.

When will I get paid for my consignment?

We pay our consignors on a weekly basis by bank transfer.

Do you accept trades or size swaps?

A good amount of our inventory is on consignment, and we pay consignors shortly after their items leave our store. Because of this, trades would have to be in heavy favor of the store.

I couldn’t find an answer to my question. How should I contact Mad Kicks?

Our role in connecting with our customers is more important than ever. Feel free to call us at (971) 4 547 5663 or email us at info@madkicks.com. You can also leave us a note here.