Help & answers

Yes, all sneakers sold through Mentastore are 100% authentic.

All products are inspected by our team before shipping.

All products are manually inspected before they are shipped.

We check materials, stitching, labels, product codes, accessories and packaging, among other things. Products that do not meet our standards are not shipped.

What is Mentastore?

Mentastore is a marketplace for exclusive sneakers and lifestyle products. We work with selected partners and inspect all products before shipping.

How do I place an order?

Simply order through our website. During checkout, you'll always see which delivery option applies to your product.

What is the delivery time?

• 24H delivery (pre-verified): already inspected, shipped within 24 hours

• Marketplace delivery: average 1–10 business days

Why does marketplace delivery take longer?

Because the product is first sent to Mentastore for an authenticity and condition check.

Can I cancel my order?

• Within 6 hours of purchase: free of charge

• After 6 hours: €15 cancellation fee

• Refusing delivery at the door: €15 fee

Cancellation is only valid after confirmation from Mentastore.

When is the purchase agreement binding?

The purchase agreement is established as soon as a shipping label has been created. Until that point, Mentastore may cancel an order in case of errors, failed inspections, or payment issues.

What delivery options are available?

• 24H delivery (pre-verified): already inspected, shipped within 24 hours

• Marketplace delivery: inspected at Mentastore first, average 1–10 business days

Why does marketplace delivery take longer? Because the product is first sent to Mentastore for an authenticity and condition check.

Will I receive a tracking number? Yes. After shipping you'll receive an email with a track & trace link.

Important note on cancellations

• Within 6 hours of purchase: free of charge

• After 6 hours: €15 cancellation fee

• Refusing delivery at the door: €15 fee

Delivery issues? Is your package delayed or marked as delivered but not received? Check our article "Delivery issues" or contact us with your order number.

Where do you ship to? We ship to the Netherlands and virtually all European countries.

When can I see the exact shipping costs? Shipping costs depend on your country, the order amount and the shipping option. You'll always see the exact costs at checkout.

Shipping costs (indicative)

Netherlands / Belgium / Germany

• Under €200: standard €5.95 (insured €7.95)

• From €200: standard free (insured €1.50)

France / Austria

• Under €200: insured €7.95

• From €200: insured €3.95

Finland, Greece, Croatia and other EU countries

• Under €200: premium €11.95

• From €200: premium €4.95

Cyprus / Malta

• Under €200: premium €22.95

• From €200: premium €17.95

Norway

• Under €200: insured €24.95

• From €200: insured €15.95

Please note Checkout always takes precedence and shows the exact shipping costs for your country.

When will I receive tracking information? Once your order has been shipped, you'll receive a shipping confirmation email with a track & trace link.

Haven't received a shipping confirmation?

• Check your spam/junk mail

• Make sure the email address you provided is correct

• Is your order still being processed? Then there's no tracking yet

Status shows 'delivered' but nothing received

• Check with neighbours or housemates

• See if the carrier mentioned a pickup point or alternative delivery location

• Still nothing? Contact us with your order number and we'll start an investigation with the carrier.

Need help? Send us your order number and we'll look into it together.

My package is delayed

• Check the track & trace in your shipping confirmation email

• Updates can take 24–48 hours

• Still no movement? Contact us with your order number

Tracking says 'delivered' but I haven't received anything

• Check with neighbours or housemates

• See if a pickup point or alternative delivery location was mentioned

• Still nothing? Contact us with your order number and we'll start an investigation with the carrier.

How long does an investigation take? This varies by carrier. We'll keep you updated as soon as we receive any news.

Where do I register my return?

Returns always start via our return portal:

https://www.mentastore.com/pages/return

What is the return period?

You can return your online order within 14 days of receipt.

What are the return conditions?

• Sneakers: unworn and undamaged

• Clothing/accessories: unused and with original labels

• In-store purchases: not returnable online (unless stated otherwise)

Are there exceptions?

• Hygiene products

• Personalised/special orders

• Pop Mart & Pokémon: non-returnable

Can I return SALE items?

Yes, within 14 days, as long as they meet the return conditions.

What are the return costs?

Return costs are at your own expense.

Indicative costs:

• NL / BE / DE: €9.95

• Austria: €14.95

• Other countries: exact costs are shown automatically in the return portal

The return portal always takes precedence.

When will I get my money back?

After receipt and inspection, we process the refund within 5 business days via the original payment method.

Cancellations & refusals (important)

• Within 6 hours of purchase: free cancellation

• After 6 hours: €15 cancellation fee

• Refusing delivery at the door: €15 fee

Can I return in-store?

Yes, online orders can also be returned to our store in Tilburg. Always register your return via the return portal first.

To cancel or withdraw your order, go to account.mentastore.com or use the link in your order confirmation email. No account needed, just enter your email address and you'll receive a 6-digit code to access your orders.

• Within 6 hours of purchase: free of charge

• After 6 hours: €15 cancellation fee, at this point your order enters our processing queue and costs have already been incurred

• Refusing delivery at the door: €15 fee

Cancellation is only valid after confirmation from Mentastore.

Can I modify my order?

Sometimes. This depends on the status of your order. Send us your order number and what you'd like to change as soon as possible via support@mentastore.com.

When is modification/cancellation usually no longer possible?

• With 24H delivery: processing starts almost immediately

• If the order is already being packed or shipped

Marketplace delivery (1–10 business days): changes may still be possible as long as the order has not yet been processed.

When is the purchase agreement binding?

As soon as a shipping label has been created. Until that point, Mentastore may cancel an order in case of errors, failed inspections, or payment issues.

Why am I still receiving a reminder? This can happen if your return has not yet been fully processed.

What can you do now?

• Check whether your return has been delivered (tracking/drop-off receipt)

• Wait for processing (after receipt and inspection, we process the refund within 5 business days)

• Still receiving reminders? Contact us

Include this when emailing us

• Your order number

• Proof of drop-off or tracking

• (optional) Invoice or reference number

We'll look into it straight away.

What payment methods do you offer? You can pay with, among others:

• iDEAL

• iDEAL in 3 instalments

• Credit card

• PayPal

• Riverty

• EPS

• KBC/CBC

• Bancontact

• Belfius

• Przelewy24

• Satispay

• MB Way

• Bancomat Pay

Availability may vary by country. You'll always see the available options at checkout.

Is paying safe? Yes. Payments are processed through secure connections (SSL) and recognised payment providers. Mentastore does not see or store your full payment details.

Payment issues? Try again or choose a different payment method. Still not working? Contact us with your order number.

Check this first

• Look in your spam/junk mail

• Make sure you entered the correct email address

• Wait a moment: sometimes the email is delayed

Still nothing? Send us a message with:

• Your order number (if you have it)

• Your full name

• The email address you used

We'll check it for you right away.

You can reach us by email. Reply to your order confirmation or send a message to support@mentastore.com.

Response time We aim to respond as quickly as possible on business days. In most cases, you'll receive a reply within 24 hours. During busy periods, this may take a little longer.

Tip for faster help Always include your order number in your message. This allows us to help you faster and more efficiently.

Yes. Mentastore has a physical store in the city centre of Tilburg.

Where are you located? Heuvelstraat 92 5038 AH Tilburg Netherlands

What are your opening hours?

• Monday: 12:00 – 18:00

• Tuesday: 11:00 – 18:00

• Wednesday: 11:00 – 18:00

• Thursday: 11:00 – 21:00

• Friday: 11:00 – 18:00

• Saturday: 11:00 – 17:30

Yes.

• Physical gift cards: available in-store

• Digital gift cards: available online

Can I reserve a product in-store? We don't offer classic reservations. Want to make sure you get an item? Place an order on our website. If in-store pickup is available, you can select that option at checkout.

Questions? Feel free to contact us if you'd like to know anything about the store or stock.

Yes. Mentastore is an officially registered company in the Netherlands.

Company details Mentastore Heuvelstraat 92 5038 AH Tilburg Netherlands

Chamber of Commerce number: 90300025

Why do you ask? We understand that customers want certainty when purchasing exclusive sneakers. That's why we are transparent about our company details.

Questions? Feel free to contact us if you'd like to know more.