FAQ — Frequently Asked Questions | Massilia Sneakers

Find here the answers to the most frequently asked questions from our customers about our sneakers, deliveries, and services.

Product questions

How do I choose my size?

We recommend taking your usual size. The Asics Gel Kayano 14, Asics Gel 1130, Asics Gel-NYC, Saucony ProGrid Omni 9, and ON Running Cloudtilt sneakers correspond to standard European sizes. Asics models tend to fit slightly small in width — if you have a wide foot, go up half a size. If in doubt, contact us.

Are the sneakers authentic?

Yes, 100% authentic. All pairs sold on Massilia Sneakers come from official distributors or certified partners. We do not sell any counterfeits. Each pair is checked before shipment.

Where do the sneakers come from?

We source our products from official Asics, Saucony, ON Running, and Nike distributors in Europe. Some exclusive colorways and collaborations come from international selections carefully chosen by our team.

Can I see the sneakers in a physical store?

Massilia Sneakers is currently a 100% online store. All our pairs are available exclusively at massilia-sneakers.fr.

Order questions

How do I place an order?

Select your pair, choose your size, add to cart, and follow the checkout steps. The order is confirmed by email immediately.

What payment methods do you accept?

We accept Visa, Mastercard, and American Express bank cards via a fully secure 3D Secure payment system. Shopify Payments guarantees the protection of your banking data.

Can I modify or cancel my order?

Contact us within one hour of placing your order at massiliasneaker@protonmail.com. After this period, the order is being prepared and can no longer be modified.

Delivery questions

What are the delivery times?

Metropolitan France: 3 to 5 business days. French Overseas Territories (DOM-TOM): 7 to 12 business days. Europe: 5 to 10 business days.

How can I track my order?

An email with your tracking number is sent to you as soon as the order is shipped. You can track your package in real time via the link provided.

Do you deliver to Europe?

Yes, we deliver throughout Europe. Costs and delivery times vary depending on the destination country and are calculated automatically at checkout.

Return questions

Can I return a pair?

Yes. You have 30 days from receipt to return an unworn item, in its original packaging and box. Contact us by email to initiate the process.

How long does the refund take?

The refund is processed within 5 to 10 business days after receipt and inspection of the return, to the payment method used.

Security questions

Is the site secure?

Yes. massilia-sneakers.fr uses an SSL certificate (HTTPS padlock visible in your browser). All your personal and banking data is encrypted and protected. Shopify is PCI DSS Level 1 certified, the highest level of security for online payments.