FREQUENTLY
ASKED
QUESTIONS

YOUR TOP QUESTIONS

what size shoe should I order?

Our shoes fit true to size so we'd recommend that you go for your usual size. However, if you're between sizes, we'd suggest ordering the larger size.

If you're still unsure, you can download and print our size guide here to get an accurate measurement or just send us an e-mail and we'll get back to you as soon as we can.

what materials do you use?

All of our materials are vegan and the majority of them are from recycled sources. For a full breakdown of all of our materials you can visit this page here.

where are your shoes manufactured?

Our shoes are manufactured by hand by our friends family-owned factory in Lousada, Portugal. Shoemaking is one of the oldest traditional industries in Portugal, particularly within the North and the company we work with have a lot of heritage and history in the region. You can read more about our manufacturers, our suppliers and our fabrics on our ethics page here.

If you have any questions that we haven't answered, then feel free to send us an e-mail by clicking here.

how do I exchange or return my shoes?

If you've ordered the wrong size, or even just changed your mind then we are happy to take back or exchange your product for a different size or colour, subject to availability, following these terms:

  • Your return or exchange request is submitted to us within 30 days of receiving your original order.
  • Your shoes are unworn, undamaged and in a sellable condition. Please make sure there are no marks on the shoes or the soles and that they are in the original packaging we sent them to you in.

Returns and exchanges are free in Europe, including the United Kingdom, and the United States of America.

Please view our full returns and refunds policy here.

If you need to submit an exchange or return, please submit your request here.

Unfortunately, at this time we are only able to offer refunds on faulty items.

do you offer free shipping?

Right now, we are able to offer free shipping for the whole of the United States and Europe, including the United Kingdom.

PRODUCT INFORMATION

what types of materials do you use?

For a full breakdown of all the materials that we use in our shoes, as well as the manufacturers and suppliers involved click here.

how durable are your shoes in comparison to traditional leather or suede ones?

Our vegan leathers have been put to the test by our suppliers and all of our materials have certificates to confirm their resistance to abrasion, tearing, rubbing and repellence to spillages such as oil and water. Our vegan leather & suede and our lining is also durable enough to be certified as suitable for workwear, protective footwear and safety footwear under the standards:

  • UNE-EN ISO 20345:2012 (Personal protective equipment. Safety footwear).
  • UNE-EN ISO 20346:2014 (Personal protective equipment. Protective footwear) .
  • UNE-EN ISO 20347:2013 (Personal protective equipment. Work footwear).
  • Oeko-Tex® Standard 100 class I

The certifications above mean that our vegan leathers have passed tests which are also used to test the strength of real leather, meaning that our vegan leathers are just as strong real leather.

where is the recycled plastic from that you use to create your shoes?

The recycled plastic from our shoes comes from both the ocean (marine litter from the Mediterranean Sea) and post-consumer plastic waste. So that includes everything from plastic bottles trawled up from the bottom of the ocean to the bottle you threw in the recycling a few months back.

are trash planet shoes vegan?

Yes, when we set out to create our shoes, we were adamant with every single supplier that every material had to be vegan. Every component of our sneakers, including the glue is vegan.

are your insoles removable?

Yes, the insoles that come with our shoes are removable and you can swap them out for new ones easily.

DELIVERY + SHIPPING INFO

do you ship around the world? how much does it cost?

Yes. We ship worldwide. We have partnered with UPS, so we can ship anywhere they can.

Right now, we offer free shipping to the whole of Europe, including the United Kingdom, and the United States of America.

For Australia and Canada it's £9.99. For the rest of the world, it's £14.99.

I haven't received an order confirmation or tracking notification. What do I do?

If you haven't received any order confirmation, please first check that your payment was approved. If it has been, then please check the following:

 

  • Googles G-mail has a new tab called 'Promotions', where a lot of e-mails from brands like us hide. It's at the top of your inbox, check to make sure it's not there.
  • If you're not using G-mail and it's not there, then please check your spam and trash inboxes in case your e-mail provider has flagged us as spam. If they have, it'd be best to add us to your contacts book so we never end up there again.

If you still can't find an e-mail from us, then please get in touch as soon as you can by clicking here and we'll take a look into it and get back to you promptly.

how can I track my order?

Once you have placed an order, you will receive an order confirmation. Once the order is picked and ready to ship, UPS will be notified and you will receive a UPS tracking number. You will be able to track your shipment on the UPS website.

my tracking number isn't working, what should I do?

If your tracking number is not working on the UPS page, please email us at hello@trashsneakers.com with your order number and name and we will look into it for you.

I haven't received my shoes, what should I do now?

You can use the tracking number in your shipment confirmation email to track the progress of your delivery. If your tracking number is not working and you haven't received your order, please email us here or at hello@trashsneakers.com with your order number and name and we will get back to you asap!

will I have to pay customs or import duty?

We ship our shoes directly from Portugal, so if you're in Europe you will not have any import duty or customs fees to pay.

However, if you're outside of Europe, then you may be liable for all import duties, customs and taxes. These will be due either at the point of, or after delivery. Please be aware that we do not have any control over any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges vary according to each country and are regularly updated.

EXCHANGES, RETURNS + REFUNDS

what is your returns policy?

If you've ordered the wrong size, or even just changed your mind then we are happy to take back or exchange your product for a different size or colour, subject to availability. Following these terms:

  • Your return or exchange request is submitted to us within 30 days of receiving your original order.
  • Your shoes are unworn, undamaged and in a sellable condition. Please make sure there are no marks on the shoes or the soles and that they are in the original packaging we sent them to you in.

Please view our full returns and refunds policy here.

If you need to submit an exchange or a return then please e-mail us here or get in touch via Whatsapp (which you can find at the bottom of the page).

Unfortunately, at this time we are only able to offer refunds on faulty items.

what do you do with used shoes that are returned?

Returned shoes are sent back to our warehouse or back to us in the United Kingdom, depending on where you're sending it back from. You will receive a discount off your next pair as a thank you for sending your shoes back to us.

Once we receive your shoes, we assess the damage and determine whether the shoe can be refurbished and donated to charity or completely recycled, which includes taking them apart, shredding down the sole and re-using the rubber and recycling the upper fabrics with the original supplier.

More information about our take back scheme can be found here.

when can I expect my refund?

Once we've received your shoes, please allow up to one week for us to carry out the checks and then return. If it has been longer than a week, please get in touch with us here so we can take a look into it.

AFTERCARE

how should I clean my shoes?

When it comes to cleaning your shoes, we recommend using a gentle shoe care cleaning product with warm water. We wouldn't recommend putting your shoes in the washing machine as this can weaken the glues used to attach the sole.

To keep your sneakers looking brand new, we'd also recommend using a water/stain repellent for use on textile/vegan sneakers, not leather ones unless advised so by the manufacturer.

Please do not use any strong detergents or bleaches as this may damage the materials and compromise the colours.

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