# bouncewear

> Public Help Center articles for bouncewear.

Use these links as concise, text-first sources for customer-facing support policies and FAQs.

Each linked article is the Markdown representation of the public Help Center article URL with `.md` appended.

## Articles

- [Do I have to register to buy online?](https://support.bouncewear.com/en-US/do-i-have-to-register-to-buy-online-4734825.md): Yes, it is mandatory to have your details filled on the registration page. In the event of an exchange or refund, either online or at our stores, we can retrieve your purchase history easily to help you out and assist you in the exchange or refund. N
- [How to create an account?](https://support.bouncewear.com/en-US/how-to-create-an-account-4734826.md): Creating an account is mandatory to be able to purchase online. If this is your first time shopping with us, you can easily create your account by clicking here.
- [How to change account details?](https://support.bouncewear.com/en-US/how-to-change-account-details-4734827.md): Update your account details like name, email address, phone number or address, anytime by following these steps:. In case you have forgotten your password, click on the forgot password button and follow the instructions there. Note: Once you have reg
- [How do I reset my account password?](https://support.bouncewear.com/en-US/how-do-i-reset-my-account-password-4734828.md): In case you are unable to login to your account, click here if you want tot reset your password. For any other problems please email support@bouncewear.com and we'll figure it out together!
- [I made a mistake. Can I change my order?](https://support.bouncewear.com/en-US/i-made-a-mistake-can-i-change-my-order-4734829.md): We strive to process orders as quickly as possible. But we will try to accommodate any order change. The quickest way to get a hold of us is by emailing us at support@bouncewear.com. Please be sure to include:. We will be sure to let you know, as qui
- [What payment methods do you accept?](https://support.bouncewear.com/en-US/what-payment-methods-do-you-accept-4734830.md): We accept following payment methods for online orders:
- [I never received a confirmation email. What should I do?](https://support.bouncewear.com/en-US/i-never-received-a-confirmation-email-what-should-i-do-4734831.md): If you haven't received an order confirmation email, it is likely the result of one or two things:. If you are certain that the email address linked to your order is correct, please check the spam folder in your mailing client for your order confirma
- [Can the delivery and billing addresses be different?](https://support.bouncewear.com/en-US/can-the-delivery-and-billing-addresses-be-different-4734849.md): Yes, you can. During checkout, uncheck the box 'Same as shipping address' and click up 'Use a different billing address'. Now you can enter your billing address.
- [Cancellations of suspicious orders](https://support.bouncewear.com/en-US/cancellations-of-suspicious-orders-4734832.md): Our products are reserved for real clients. Bouncewear has the right to cancel all orders with suspicious or bot-behaviour. A refund will be processed immediately with the cancellation. We cannot estimate when your refund will be back into your accou
- [How can I return?](https://support.bouncewear.com/en-US/how-can-i-return-4734851.md): First, read through our Return Policy to see if your order is eligible for a return. Please use following steps if you wish to return any products ordered from bouncewear.com:. Note: Always add a photo of your product when a mistake had been made or
- [Can I return my order in a Bouncewear store?](https://support.bouncewear.com/en-US/can-i-return-my-order-in-a-bouncewear-store-4734855.md): Yes you can!. But:. You need to request the return online beforehand through our Return Center. Otherwise the products you purchased online cannot be exchanged or returned. Read our Return Policy first.
- [What is the return policy?](https://support.bouncewear.com/en-US/what-is-the-return-policy-4734852.md): When ordering from Bouncewear, you can return products up to 14 days after receiving your order. To qualify for a return, the product must be in perfect, unchanged condition and returned in its original packaging. For clothing returns, all tickets mu
- [Who covers return shipping?](https://support.bouncewear.com/en-US/who-covers-return-shipping-4734853.md): Return shipping costs must be paid by the customer, unless a proven faulty or defective item was received. In that case, we will provide a return shipping label. Always add photos in the Return Center when reporting a faulty or defective product.
- [When will I get my refund?](https://support.bouncewear.com/en-US/when-will-i-get-my-refund-4191860.md): Once your return has been received and processed, we will issue a refund whitin 5-10 days. This means we will refund any and all payments received related to your product, not including any fees or shipping. Note: If a return is not approved due to r
- [Can I use my gift voucher online?](https://support.bouncewear.com/en-US/can-i-use-my-gift-voucher-online-4734856.md): Yes, you can use your voucher online. To apply a discount code:
- [Can I use more than one discount code?](https://support.bouncewear.com/en-US/can-i-use-more-than-one-discount-code-4734857.md): Yes, you can use multiple discount codes in a single order. Simply enter each valid code at checkout, and the discounts will be applied automatically to the promotion rules.
- [What shipping carrier is being used?](https://support.bouncewear.com/en-US/what-shipping-carrier-is-being-used-4734858.md): We use different shipping carriers depending on from/to where we ship. In general, most used shipping carriers are:
- [Can I have my order shipped to a store or pick-up location?](https://support.bouncewear.com/en-US/can-i-have-my-order-shipped-to-a-store-or-pick-up-location-4734872.md): Yes you can!. Don't want to miss your package? Customers out of Belgium can choose to have it delivered to a selected conventient location for easy pick-up.
- [Do you ship outside of Europe?](https://support.bouncewear.com/en-US/do-you-ship-outside-of-europe-4734918.md): Yes we do!Please find all our shipping rates here. But... not for all of our products!. For Nike/Jordan Brand products we are limited to ship only to EMEA/Europe countries. Any of these particular orders placed outside of this region will go into aut
- [How long will it take to receive my order?](https://support.bouncewear.com/en-US/how-long-will-it-take-to-receive-my-order-4735313.md): Orders typically ship within 1-2 business days of receipt during non-peak times or seaons. Please be informed with following info concerning delivery times:. * your tracking status is available at any time in your account. Bouncewear cannout be held
- [How do I track my order?](https://support.bouncewear.com/en-US/how-do-i-track-my-order-4735314.md): If you have placed an order you can track your order at any time. BY EMAIL. Once you order ships, you will receive an email containing your tracking number and a tracking status. Sometimes this email gets sorted into spam or promotion folders, so be
- [My order was never delivered, what do I do?](https://support.bouncewear.com/en-US/my-order-was-never-delivered-what-do-i-do-4735315.md): Oh no! Hopefully this doesn't happen but if it does, although our shipping carriers work independently from Bouncewear to deliver your package, we'll try and figure this out together!. My package is marked as delivered.If it's been marked delivered a
- [How to file a claim for a missing or lost package?](https://support.bouncewear.com/en-US/how-to-file-a-claim-for-a-missing-or-lost-package-4735316.md): In the tracking email you have received, there is a link to the tracking page of the shipping carrier. On this page you'll find your way to customer service where you could file a claim or a complaint. Note: Bouncewear is not responsible for delays o
- [Do you offer free shipping?](https://support.bouncewear.com/en-US/do-you-offer-free-shipping-4735327.md): Yes we do, domestic order over €100 are shipped for free!. Note: We ship orders out of our stores so depending on which country your order will be shipped from (Belgium/France/Luxembourg/UK/Spain/Germany), other shipping rates may apply. Some excepti
- [How are shipping rates determined?](https://support.bouncewear.com/en-US/how-are-shipping-rates-determined-4735328.md): Your shipping will be calculated in the checkout process and will always be visible before comleting your order. Note: We ship orders out of our stores so depending on which country your order will be shipped from (Belgium/France/Luxembourg/UK/Valenc
- [VAT, duties and international import taxes](https://support.bouncewear.com/en-US/vat-duties-and-international-import-taxes-4735329.md): Prices shown in the Bouncewear store are denominated in euros, include Value Added Tax (VAT), and exclude shipping costs. Shipping costs are charged separately based on the destination country and are clearly communicated during checkout. The total p
- [Bouncewear - Your basketball specialty store](https://support.bouncewear.com/en-US/bouncewear---your-basketball-specialty-store-4740067.md): Bouncewear is a basketball specialist started more than 20 years ago. We unite the best brands such as Nike, Air Jordan, Adidas, Under Armour, Spalding, Stance and all other basket-related products under one roof. Always be on the lookout for our exc
- [Terms of service](https://support.bouncewear.com/en-US/terms-of-service-4740025.md): Overview. This website is operated by Bouncewear Europe S.A.. Throughout the site, the terms “we”, “us” and “our” refer to Bouncewear Europe S.A.. Bouncewear Europe S.A. offers this website, including all information, tools and services available fro
- [Right of withdrawal](https://support.bouncewear.com/en-US/right-of-withdrawal-4740026.md): When ordering from Bouncewear, in the EU you have the right to withdraw your order within 14 days after you received the product(s). The right of withdrawal starts from the date you receive the product(s) and for it to apply the product need to be in
- [Can I check if a product is available in an certain store?](https://support.bouncewear.com/en-US/can-i-check-if-a-product-is-available-in-an-certain-store-4735334.md): Yes, you can!. Please use following steps:
- [What personal information do we collect?](https://support.bouncewear.com/en-US/what-personal-information-do-we-collect-4740023.md): When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the S
- [How do we use your personal information?](https://support.bouncewear.com/en-US/how-do-we-use-your-personal-information-4757842.md): We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, w
- [Who we share your data with?](https://support.bouncewear.com/en-US/who-we-share-your-data-with-4758868.md): SHARING YOUR PERSONAL INFORMATIONWe share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store--you can read more about how Shopify uses your
- [What are your rights regarding your personal information?](https://support.bouncewear.com/en-US/what-are-your-rights-regarding-your-personal-information-4759537.md): YOUR RIGHTSIf you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us th
- [Contact us](https://support.bouncewear.com/en-US/contact-us-4759608.md): For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by email at support@bouncewear.com or by mail using the details provided below:. 48 Grand-Rue, 1660 Luxembourg, Luxem
- [How long do I have product warranty instore?](https://support.bouncewear.com/en-US/how-long-do-i-have-product-warranty-instore-4735335.md): INSTORE PURCHASE. In case of warranty, please visit one of our stores WITH your proof of purchase and the defective article within a period of 4 months after purchase. This way we are able to help you asap. If you no longer have your proof of purchas
- [How long do I have product warranty online?](https://support.bouncewear.com/en-US/how-long-do-i-have-product-warranty-online-4760032.md): ONLINE PURCHASE. In case of warranty, please login into your account and demand for a warranty return within a period of 4 months after purchase. This way we are able to help you as soon as possible. Please always include some clear pictures of your
- [What is my correct size?](https://support.bouncewear.com/en-US/what-is-my-correct-size-4740027.md): All shoe sizes are in US sizes and are translated to EU. Below you can find all sizing tables per category. Adult Shoes
- [Unlock Exclusive Bounce Rewards with Bouncewear!](https://support.bouncewear.com/en-US/unlock-exclusive-bounce-rewards-with-bouncewear-4764689.md): At Bouncewear, we're all about celebrating the passion and dedication of basketball enthusiasts like you. That's why we've created the BOUNCEclub Membership Program – our exclusive membership program designed to reward you for your love of the game.
- [Why join?](https://support.bouncewear.com/en-US/why-join-4764698.md): EARN BOUNCE POINTSEvery time you shop ONLINE at Bouncewear, you earn Bounce Points. Whether you're picking up the latest sneakers, apparel, or gear, you'll rack up points with every purchase. But it doesn't stop there – engage with our community, par
- [Membership Tiers](https://support.bouncewear.com/en-US/membership-tiers-4764711.md): Start as a Rookie and work your way up to Hall Of Fame - VIP status! The more points you earn, the higher you climb in our tiered membership program. Each level unlocks bigger and better rewards, from exclusive discounts to limited-edition gear. Reac
- [Join the BOUNCEclub](https://support.bouncewear.com/en-US/join-the-bounceclub-4764722.md): From members only products to the latest releases and prizes, never miss out on what you love from the Bounce Club with the Bouncewear app. A platform where you can have a say, leave reviews, and get access to all the latest drops. Ready to take your
- [What is the Bouncewear Membership Program?](https://support.bouncewear.com/en-US/what-is-the-bouncewear-membership-program-4764550.md): BOUNCEclub, the Bouncewear Membership Program, is our way of rewarding our valued customers for their loyalty. Members earn points on every purchase, which can be redeemed for discounts, exclusive products, and other exciting rewards.
- [How do I join the Bouncewear Membership Program?](https://support.bouncewear.com/en-US/how-do-i-join-the-bouncewear-membership-program-4764553.md): Joining the Bouncewear Membership Program is easy and free!. Simply sign up on our website. You'll start earning points right away.
- [Are there different levels within the membership program?](https://support.bouncewear.com/en-US/are-there-different-levels-within-the-membership-program-4764640.md): Yes, we offer tiered membership levels. The more you shop, the higher your level and the more perks you receive. Details on each tier and the benefits can be found on our website.
- [What are the benefits of higher-tier membership levels?](https://support.bouncewear.com/en-US/what-are-the-benefits-of-higher-tier-membership-levels-4764642.md): Higher-tier members enjoy additional benefits such as exclusive access to new releases, exclusive events, higher points earning rates, and special gifts.
- [Is there a mobile app for the Bouncewear Membership Program?](https://support.bouncewear.com/en-US/is-there-a-mobile-app-for-the-bouncewear-membership-program-4764652.md): Yes, our mobile app is available for download on both iOS and Android devices. The app allows you to earn your points and stay updated on the latest promotions.
- [How do I earn Bounce Points?](https://support.bouncewear.com/en-US/how-do-i-earn-bounce-points-4764562.md): You earn points on every ONLINE purchase you make on Bouncewear. For every euro spent, you earn:. Occasionally, we offer special promotions where you can earn bonus points on specific items or during special events. Note: For gift vouchers, retro Air
- [Can I earn points on sale items?](https://support.bouncewear.com/en-US/can-i-earn-points-on-sale-items-4764621.md): Yes, you earn points on all purchases, including sale items. However, points may not be earned on purchases made with previously redeemed points.
- [What if I forget to provide my membership information at the time of purchase?](https://support.bouncewear.com/en-US/what-if-i-forget-to-provide-my-membership-information-at-the-time-of-purchase-4764639.md): If you forget to provide your membership information during a purchase, please contact our customer service team via email at support@bouncewear.com with your receipt information, and we’ll be happy to add the points to your account.
- [How can I check my points balance?](https://support.bouncewear.com/en-US/how-can-i-check-my-points-balance-4764596.md): You can check your points balance by logging into your account on our website or using our mobile app.
- [Do my points expire?](https://support.bouncewear.com/en-US/do-my-points-expire-4764605.md): Points are valid for 12 months from the date they are earned. You will be notified via email before your points expire, so you have the chance to use them before they do.
- [What if I return an item?](https://support.bouncewear.com/en-US/what-if-i-return-an-item-4764625.md): If you return an item, the points earned from that purchase will be deducted from your account. If you used points to make the purchase, those points will be refunded to your account.
- [Can I share my points with friends or family?](https://support.bouncewear.com/en-US/can-i-share-my-points-with-friends-or-family-4764628.md): Points are non-transferable and can only be used by the account holder.
- [How do I update my account information?](https://support.bouncewear.com/en-US/how-do-i-update-my-account-information-4764631.md): You can update your account information by logging into your account on our website.
- [How do I redeem my points?](https://support.bouncewear.com/en-US/how-do-i-redeem-my-points-4764601.md): Points can be redeemed at checkout online. Just select the option to use points during the checkout process.
- [What can I redeem my points for?](https://support.bouncewear.com/en-US/what-can-i-redeem-my-points-for-4764604.md): Points can be redeemed for a variety of rewards including discounts on future purchases, exclusive products, limited edition releases, and special event access. Note: No giftcards. A minimum order amount of 100€ is required for all redeem discounts.
- [Can I combine my points with other promotions or discounts?](https://support.bouncewear.com/en-US/can-i-combine-my-points-with-other-promotions-or-discounts-4764623.md): Yes, you can use your points in conjunction with most promotions and discounts unless specified otherwise in the promotion's terms and conditions.
- [Can I use my membership points on online purchases?](https://support.bouncewear.com/en-US/can-i-use-my-membership-points-on-online-purchases-4764650.md): Yes, your points can be used for online purchases. Just make sure you are logged into your membership account when shopping online.
- [How will I know about special promotions and offers?](https://support.bouncewear.com/en-US/how-will-i-know-about-special-promotions-and-offers-4764645.md): As a member of the Bouncewear Membership Program, you’ll receive emails and notifications about special promotions, exclusive offers, and upcoming events.
- [How can I provide feedback about the Bouncewear Membership Program?](https://support.bouncewear.com/en-US/how-can-i-provide-feedback-about-the-bouncewear-membership-program-4764653.md): We’d love to hear your feedback! Please email us at loyalty@bouncewear.com.
- [Terms and Conditions](https://support.bouncewear.com/en-US/terms-and-conditions-4764735.md): 1. MEMBERSHIP ELIGIBILITY. 2. EARNING POINTS. 3. REDEEMING POINTS. 4. POINTS EXPIRATION. 5. RETURNS AND EXCHANGES. 6. ACCOUNT MANAGAMENT. 7. MEMBERSHIP TERMINATION. 8. MODIFICATION OF TERMS. 9. PRIVACY POLICY. 10. LIMITATION OF LIABILITY. 11. GOVERNI
- [Terms & Conditions](https://support.bouncewear.com/en-US/terms-and-conditions-4764661.md): 1. ELIGIBILITYThe Bouncewear Referral Program is open to all customers with a valid Bouncewear account. Referrers must have previously made a purchase to participate. 2. HOW IT WORKS. 3. REFERRER REWARD. 4. USAGE OF DISCOUNT CODES. 5. EXPIRATION. 6.