Frequently Asked Questions (FAQ)

We’ve compiled a list of the most commonly asked questions to provide you with a seamless shopping experience. If your question isn’t answered below, feel free to reach out to us at shopprimereps@gmail.com, via Instagram DM, or through the live chat on our website.

General Questions

Q: Is this website a scam?
A: Not at all! We are a legitimate business. For more information, please visit our Legitimacy Proof page.

Q: Are these products originals or replicas?
A: All our products are replicas, not licensed authentic products.

Q: How secure is this site’s checkout process?
A: While payments are processed off-site via Alibaba, we guarantee that all transactions are 100% secure and protected by Alibaba's Trade Assurance Guarantee. For details, visit our Payments Explained page.

Q: Do you sell my data if I enter my email address?
A: Absolutely not. Customer information is never sold or shared with third parties. Emails are used solely for order updates and to send promotions if you opt in.

Orders and Payments

Q: Why can’t I pay directly on the website?
A: Payment processors like PayPal and Stripe refuse to work with websites selling replicas. As a result, we process payments off-site via Alibaba to ensure secure and reliable transactions. For details, visit our Payments Explained page.

Q: How does the payment process work?
A: After placing your order, you will receive a confirmation email. Reply to the email, and we’ll send you a secure payment link via Alibaba. Payments can be made using major methods like credit/debit cards, PayPal, Apple Pay, Google Pay, and more.

Q: When will I receive a confirmation number?
A: You will receive an order confirmation number within 2-7 business days after placing your order. Check your spam or promotions folder if you can’t find it.

Q: If I need to cancel or change my order, what should I do?
A: Contact us immediately at shopprimereps@gmail.com. Changes or cancellations can only be made if the order hasn’t been shipped yet.

Q: What happens if there’s an issue with my order?
A: If you encounter any problems, please contact us via email, Instagram/TikTok DM, or our live chat.

Shipping

Q: Do you ship worldwide?
A: Yes! We offer worldwide shipping, including free regular shipping and paid faster shipping options. For more information, visit our Shipping Policy.

Q: What are the shipping options?
A: We offer three options:

  • Regular Shipping (FREE): 17-30 days.
  • Fast Shipping: 10-17 days ($20).
  • PRIME Express Shipping: 5-10 days ($35).

Q: How long does it take to process an order?
A: Order processing typically takes 2-7 business days.

Q: When will I receive my tracking number?
A: Tracking numbers are provided once your order is shipped, usually within 2-7 business days of placing your order.

Q: My tracking number isn’t updating. Why is that?
A: This is normal. Tracking often doesn’t update during the international shipping phase. Updates will appear once the package reaches the destination country. Your order will arrive within the estimated timeframe you selected.

Q: Do you offer delivery guarantees?
A: Yes. If 60 days pass without updates on your tracking, contact us. We will send a replacement order or issue a full refund.

Q: Will I have to pay customs fees?
A: No. We declare a low package value to help customers avoid paying additional taxes or duties.

Products

Q: Do the shoes fit true to size?
A: Yes, all our sneakers are true to size. For basketball shoes, some customers prefer to go up half a size for athletic use.

Q: Are your shoe sizes in men’s or women’s sizing?
A: All our sneakers are in men’s sizes.

Returns and Exchanges

Q: Do you accept returns?
A: Yes, we accept returns for valid reasons, such as quality or sizing issues, within 7 days of delivery. Visit our Returns and Refund Policy for more details.

Q: Can I exchange an item?
A: Yes, we offer exchanges within 7 days of delivery. Contact us for assistance. Alternatively, you can use a 50% discount code to place a new order without returning the original item.

Legitimacy and Customer Trust

Q: How can I trust that I’ll receive my order?
A: Payments are processed securely through Alibaba, and all transactions are protected by Alibaba's Trade Assurance Guarantee. This ensures your money is safe until your order is delivered. Additionally, we have a proven track record with thousands of satisfied customers.

Q: Why are payments processed via Alibaba?
A: Payment processors like PayPal and Stripe don’t work with replica sellers. We use Alibaba’s secure platform to ensure safe and reliable transactions while maintaining the quality of our services. For more information, visit Payments Explained.

Still Have Questions?

If your question isn’t answered here, our team is happy to help! Contact us through:

We’re dedicated to making your shopping experience smooth and enjoyable. Thank you for choosing Prime Reps!