FAQ

Rare Lab is a UK-based trainer marketplace offering the widest selection of rare footwear.

Founded in 2022, Rare Lab aims to make rare trainers more accessible to all consumers in the UK.

Rare Lab is gaining a reputation as being one of the UK's most trusted marketplaces. Learn more.

Authenticity is the foundation of our business. Every item sold is guaranteed to be authentic. Rare Lab sources products only from trusted suppliers and verified retailers. Each item comes with an electronic authentication certificate.

Learn more about our Assurance of Authenticity. 

Rare Lab only sells trainers that are verified as authentic. All items go through a quality control process undertaken by Rare Labs expert team prior to being shipped. Quality control ensures all items have never been worn, in pristine condition and with all the original tags and box. We only sell 'dead-stock' which ensures your trainers are brand new.

Our Customer Care team is here for you Monday to Saturday. Feel free to send us an email at support@rarelab.co.uk, or shoot us a message via our Contact Us page. We aim to respond within 24 hours.

If you are not quite sure which size is right for you, refer to our size guides. They are located underneath the available sizes for each of our products. In addition, size recommendations are within product descriptions.

Sneakers vary in price due to higher or lower demand for certain sizes.

We offer a variety of payment types such as Mastercard, VISA, VISA Debit, VISA Electron, JCB, American Express (AMEX), Apple Pay, PayPal and Google Pay.

Payment will be taken in GB pounds (£), and if applicable, your card will be charged according to the exchange rate at that time.

Please give Rare Lab a clear statement that you would like to cancel which includes your name, address, details of the order you wish to cancel and some contact information such as a telephone number or email address.

All confirmed orders will be subject to our standard refund & return policy.

Once an order has been placed, we cannot make any adjustments to size, color, or model. It is important that you double check before purchasing. If you need assistance with sizing or have any question please contact our customer support team.

Once an order has shipped, we cannot make any changes to the shipping address.  If your order has not shipped, please contact our Customer Care team and they will do their best to accommodate the request.

If, for any reason, you are not pleased with your purchase, you have 14 days from the delivery date of your order to submit a return request. Item(s) must be shipped back to Rare Lab within 7 days of an approved request. 

All returned items must adhere to our return policy for a refund to be processed:

- Items must have NOT been worn, remain unused, unwashed and in the original condition received.

- Footwear must be returned in the original box provided, and packaged inside a protective shipping box.

- Return requests must be submitted within 14 days of the delivery date. Item(s) must be shipped back within 7 days of an approved request. Items that do not comply or are returned outside of the stated timeframe window are subject to refusal and returned.

For more information visit our refund and return policy at the footer of our website.

To make the process as quick and easy as possible, simply initiate a returns request here.

Please allow between 10-14 business days for the return process to be completed. This timeframe accommodates the return post, completion of the inspection of the returned item(s) and the processing of the refund.

There is an exchange program for incorrect size related issues. There is an additional cost associated with the exchange program of £60. This covers the return of the sneakers, the sourcing of the replacement sneakers, along with the subsequent labour costs and shipping of the new sneakers.

Orders can take between 3-4 business days (excluding weekends and holidays) to process prior to shipment.

Additional time may be required during promotional periods and the Christmas holidays. We ship orders Monday through to Saturday.

Yes, Rare Lab ships all over the world. Shipping costs will apply and will be added at checkout.

Most of our international orders are shipped on a DDP (Delivery Duties Paid) basis. This means that taxes and duties will be added at the checkout accordingly. The cost of this depends on the country you are based.

Orders can be tracked using the tracking number that has been provided to you through email or SMS. If you did not receive your tracking information please contact the Rare Lab customer support team support@rarelab.co.uk

Please allow at least 48 hours for the carrier to update the tracking information. 

If you have not received your order within 14 days of receiving your shipping confirmation email, please contact us at support@rarelab.co.uk with your name and order number.

Gift cards and store credits are redeemable on all products across our site. They have no expiration date, so you’re free to use them however and whenever you wish.