Support
Questions, answered.
Everything you need to know about ordering, authenticity, shipping, and returns.
Ordering, authenticity, shipping, and returns—answered below. Native accordions, no scripts.
Authenticity
01 Are your products 100% authentic?
Yes. Items are sourced from verified channels, inspected by our team, and ship with a numbered certificate where applicable.
02 Are you affiliated with Sp5der LLC?
No. We are an independent authenticated resale platform. Trademarks belong to their respective owners.
03 What if an item is inauthentic?
If proven inauthentic by a reputable third-party authenticator, we refund 100% of the purchase plus reasonable verification costs.
Ordering
04 How do I place an order?
Browse, pick your size, checkout, and watch for confirmation and tracking emails.
05 Can I cancel or change my order?
Email us before dispatch—we will try to update or cancel. Once shipped, use the returns flow.
06 Do you restock sold-out items?
Most pieces are limited. Join drop alerts or the newsletter when available.
Shipping
07 How long until my order arrives?
See Shipping for regional timelines—typically 8–10 business days worldwide after dispatch.
08 Do you ship internationally?
Yes. Customs duties and import taxes may apply and are the buyer’s responsibility.
09 Is shipping free?
Yes—free worldwide shipping on all orders unless stated otherwise on the product page.
Returns & refunds
10 What is your return policy?
30 days from delivery for unworn items with tags—see Returns & refunds.
11 When will I receive my refund?
After we receive and inspect your return, refunds post within 3–5 business days; banks may take longer.
12 Can I exchange for another size?
Yes, if stock allows—email us to start an exchange.
Payment
15 What payment methods do you accept?
Major cards, PayPal, Apple Pay, Google Pay, and select BNPL—see Payment.
16 Is checkout secure?
SSL-encrypted, PCI-compliant processing—we never store full card numbers on our servers.
Still stuck?