FAQs / Help center

Buy Sneakers on AP sneaker

Can I cancel my order?
As a buyer, you have one way to find a match with a seller who offers an item on AP sneaker - by using the "Buy Now" features. The normal cancellation time is 24 hours from your order, after the 24 hours there is none Cancellation of your order is possible.

What is AP sneaker's return policy?
AP sneaker is a live marketplace and prices fluctuate in real time based on supply and demand. Once there is a match between an offer and Buy It Now, an order is created and we cannot offer returns, exchanges or exchanges. However, you can always sell the item again on our platform if you no longer want to keep it. The Sell page provides information on how to get started as a seller on AP sneaker. While no returns or exchanges are possible, every purchase on AP sneaker is backed by our Buyer Promise. If we make a mistake (for example, if we send you an incorrect item or inspect an item incorrectly), we will correct it. You can find more information under AP sneaker -> Help or contact us by email at info@apsneaker.com

You can find information in the FAQs: What is the AP sneaker buyer promise?
If you are based in the EU or UK and would like to exercise your right of withdrawal, please see the following FAQ article for more information:

What does the right of withdrawal mean for EU/UK customers?
Sometimes there may be an issue with an order that neither our return policy nor our Buyer Promise provides support for. In these cases, we advise you to resell the item on AP sneaker. We cannot provide support for the following problems:

• Wrong size: We do not offer returns, exchanges or exchanges - even if you ordered the wrong size or the item does not fit as expected.
• Items whose release date was 2 years ago and which show age-related damage: The original release date of some items available on AP sneaker was many years ago. Despite the requirement that all items offered for sale must be unworn, we also take the age of the item into account in our review process. Due to the natural aging of some products, age-related structural deterioration may occur in certain product types, such as sneakers.
• Price fluctuations: Prices fluctuate on AP sneakers at any time, depending on the offer and Demand in the marketplace. We cannot offer buyers a refund or credit if the item's price drops after purchase. We cannot cancel orders for sellers if the item's price increases after your sale. We maintain this policy to protect the integrity of the marketplace.

How much does AP sneaker charge for buyers?

As a buyer on AP sneaker, you are responsible for paying handling fees, delivery costs, import duties and VAT based on your shipping address.

There is no fixed percentage for fees as they are determined based on the item price, the location of the seller and buyer, and supply and demand. Once you submit your purchase, fees will not change.

As a US buyer, what taxes am I responsible for on AP sneaker?
As a US buyer on AP sneaker, you agree to pay any local, state, national or international taxes (including sales tax) that may be payable on your purchase. For more information about sales tax, see this FAQ: How does AP sneaker handle sales tax in the US?

How does AP sneaker shipping work for buyers?
After you purchase an item on AP sneaker, the seller packs it up and hands it off to a shipping partner for delivery to an AP sneaker testing center. The seller has two days to ship the item to an AP sneaker testing center - three for newly released shoes due to the manner in which these items are released.

 After purchasing an item, you will typically receive the following email notifications from AP sneaker:

1. An order confirmation (including the order number) upon completion of the purchase
2. A confirmation when the seller has submitted the item for shipment to the testing center
3. A notification when your item has been checked and shipped
4. A confirmation that your delivery has been received 

You will only receive a shipping confirmation after the item has been inspected and is on its way to your delivery address. However, you can view the status of your order at any time before receiving your order number in the AP sneaker Buy tab by clicking My Account > Buy



What is the AP sneaker buyer promise?
We have made it our mission to offer AP sneaker users a safe experience when buying and selling globally sought-after contemporary culture items. Since our founding, more than hundreds of thousands of sneakers have passed through our rigorous testing process. Our goal has always been to give customers access to the most sought-after products without our users having to worry about receiving incorrect or inauthentic items. With the AP sneaker Buyer Promise, buyers are guaranteed support if we make a mistake (e.g. if we send you the wrong item or inspect an item incorrectly). In this unlikely event, send us a Buyer Promise support request within three days of receiving the item. We will ensure that the problem is resolved quickly. Since a case must be opened within three days of receipt, you should open and inspect your package as soon as you receive it to make sure everything is as expected. To be eligible under our Buyer's Promise, the item must be unworn and in the condition in which it was delivered with the AP sneaker tag still attached.

If AP sneaker requests the item back, please allow a processing time of approximately five working days from receipt of the item to resolve the issue.

Further information about ours can be found on the exam page Find the testing process.



You can learn more about our more comprehensive return policy in the FAQs: What does AP sneaker's return policy provide?
What should I do if an order on AP sneaker fails?
Every now and then it can happen that an order on AP sneaker fails. This is usually caused by a payment issue, but sometimes it can be because the item was removed or its price changed while you were trying to purchase or bid on the item. In both cases, the buyer's payment is not recorded and the payment method is not charged.

You can find troubleshooting tips in this FAQ article: What happens if my bid is flagged or not accepted? (What happens if my bid is flagged or not accepted?)

If the information above does not resolve your issue, your account may have been placed on a temporary hold because you still have pending sales. You can find out what you should do in such a case in the following FAQ article: “I’m a new seller, why is my account suspended?”

If you continue to have problems with your purchase, please contact us via Instagram or preferably by email to info@apsneaker.com



Are there any discounts or promotional codes on AP sneaker?
There are currently no discounts or promotional codes available. But there will always be new promotions, events or giveaways!

Keep an eye out for it in AP sneaker News. Discounts or promotional codes are subject to change at any time. Follow us on Instagram @ap.sneaker and sign up for our newsletter so you don't miss anything!
 


Change purchase confirmation?
Up to a certain point in time, it is possible to change your delivery address after confirmation of purchase.

The easiest way to ensure your item is delivered to the correct address is to verify that the shipping address is correct before purchasing an item. The address we have on file will be used for all purchases you make via AP sneaker.

If you have a new address and forgot to change it on AP sneaker, you can request an address change after purchasing an item, as long as you do so before the item is inspected. To request an address change, contact us with the following information:

• All relevant information about your order
• Your new address
• Proof of identity and address
  
  AP sneaker cannot change the destination country of a delivery once an order has been confirmed. We therefore recommend that you check all shipping details for accuracy before placing an order. 
  
  In addition, no changes can be made to orders that are paid in monthly installments, such as via Affirm and Klarna Pay Now as well as Alipay and WeChat Pay. 
  
  Further details on You can find out about the shipping options offered by your shipping partner and how to manage delivery options in this article: How can I as a buyer manage my delivery options?

I don't know the fit of an item. Can you recommend me a size?

• Since all brands have slightly different size charts, we recommend that you contact the respective manufacturer (e.g. Nike, Adidas). This can help you recommend the right size for you. Manufacturers will also help you convert between women's and men's sizes, etc.
  
  For some sneakers, the size type is indicated in abbreviated form in brackets next to the name. If there is an abbreviation next to the name, it is not a normal men's size. For example, size 7Y in GS does not correspond to men's size 7.
  
  Some sneakers (especially New Balance) are available in regular sizes and for wide feet. When you select a size, "WIDE" will appear next to the size if the shoe is designed to fit wide feet.
   

give away.

(W) – Women

(GS) – Kids

(PS) – Preschool 

(TD) – Toddlers 

(I) – Newborns (Newborns)(Children)


Note that on AP sneaker all sneakers are listed in US and EU shoe sizes. If you need help determining the size that is best for you, you can consult the size guide on each product page.

What happens if my purchase is reported or not accepted?
If a purchase fails, we will ask you to provide a new payment method so we can complete the transaction.

If you want to purchase the item immediately and your purchase attempt is not accepted, you will see a message with a link inviting you to verify your personal information. This link will take you to a self-service portal that will help you complete the purchase.

After you complete all the steps in the self-service portal, you will immediately receive a notification whether your details have been verified and, if so, whether you can now purchase the item. We are a marketplace with live pricing. Therefore, your transactions will not be completed automatically. So you have to try to buy the item again.

Please double check before submitting your purchase.

If your information cannot be verified, we will ask you to provide a new payment method so that we can complete the transaction. We recommend that you use a payment method that matches your shipping address and the information in your account.

As a reminder, if you use PayPal, please ensure that a credit card is linked to your account. Purchases may fail if your PayPal account is linked to a bank account.



What does the “Buy Now” option mean?
Buy Now buys the item immediately from the seller with the lowest offer - if you like the current price of an item in relation to the size you want to buy, this is the easiest way to agree with a seller and ensure that you won't miss the article.



What happens if my item is lost or damaged while purchasing on AP sneaker?
In rare cases, packages may be lost or damaged during shipping from AP sneaker to the buyer. AP sneaker uses various shipping partners to ship to buyers. If your item was delivered but you did not receive it, or the item was damaged upon delivery, please contact us within 3 days of the delivery date to be eligible to file a claim. If you made changes to your delivery through a shipping partner's administration service, you may not be able to file a claim.

Contact AP sneaker support for help finding a solution before pursuing other options such as filing a chargeback with your financial institution. Note: Your account will be suspended indefinitely if a chargeback is initiated.

If problems arise with your package during transport, AP sneaker will initiate an investigation together with the shipping partner in order to find a solution as quickly as possible. Please note that the investigation may take up to 10 business days from the time it is initiated. You can find further information about this in our terms and conditions.

To create a support case, first contact us and enter details about the request. Provide as much information as possible for your specific situation so that the investigation can progress in a timely manner.


We need the following information from you:

• Type (e.g. purchase)
• Subtype (e.g. Current Order or Purchase)
• Reason for contact (e.g. item is incorrectly shown as delivered)

Review the following scenarios to determine eligibility.

More than 3 days have passed and I still don't see an update on the shipment tracking:

Contact AP sneaker support and provide your order number and information about your package tracking request. We will then contact the shipping partner and, if necessary, initiate an investigation into the lost package.



What happens if my package was delivered according to tracking but I didn't receive it?
If the tracking shows that your package was delivered but you did not receive it, we ask you to ask your neighbors whether the package was accidentally delivered to the wrong address or to check whether the package is at the was handed over to the reception of your residential complex.

If you still cannot find your package, contact AP sneaker support and we will initiate an investigation together with the shipping partner. If you have already opened an investigation with the shipping partner, please let us know as we need to conduct our own internal investigation.

As part of this investigation, you will be required to provide an affidavit for our records. In our blog article What should I do if my package was marked as delivered but I didn't receive it? You can find more information about the procedure and access the affidavit form.

After completing the affidavit, go to the help page on AP sneaker and click "Contact" at the bottom of the page to create a support case ("Buy > Current order or purchase > Item incorrectly shows as delivered") and attach the affidavit as a PDF file so that we can file a claim for you.

• Eligibility: You must contact AP sneaker within 3 days of your package being marked as “Delivered” in the tracking info so that we can initiate a claim for your package.
• Note: If you used a forwarding service, a claim cannot be filed for an order marked as delivered to the forwarding address.

The estimated delivery date indicated in the tracking has passed, but my item still shows a status of being in transit:

If the tracking indicates that your item is still in transit and the shipment status is not "Delivered" but the estimated delivery date has passed, then you should contact AP sneaker support to report that the undelivered item did not arrive within the delivery window is. If this is the case, we ask you to be patient as delivery delays can occur at any time, which neither we nor the shipping service provider can foresee.

• Eligibility: You must contact AP sneaker within 2 days of the shipment's estimated delivery date so that we can initiate a claim for your package. 

I received my item but it is damaged:

If you received your item from the shipping partner in damaged condition, please provide AP sneaker support with your order number and photos of the issue so we can initiate an investigation.

• Eligibility: You must contact AP sneaker within 3 days of your package being marked as “Delivered” in the tracking info so that we can initiate a claim for your package.

◦ Note: If you used a forwarding service, a claim cannot be filed for an order marked as delivered to the forwarding address.

Be sure to include photos of:

• the damage to the item
• the entire shipping box
• the AP sneaker verification tag still attached to the item
• the back of the AP sneaker verification tag

I received my item but the product or shipping box is damaged:

If you received your product or shipping box in damaged condition but the item is still in good condition, please contact AP sneaker Support with the order number and photos of the issue so we can initiate an investigation.

• Eligibility: You must contact AP sneaker within 3 days of your package being marked as “Delivered” in the tracking info so that we can initiate a claim for your package. 
  ◦ Note: If you used a forwarding service, a claim cannot be filed for an order marked as delivered to the forwarding address. Be sure to include photos of:
• the damage to the item
• the entire shipping box
• the AP sneaker verification tag still attached to the item
• the back of the AP sneaker Verification Tag I refused the package when asked to pay additional taxes, duties or customs fees and now the package is lost: AP sneaker is not responsible for the package after it is refused acceptance.
•  Eligibility: You cannot make a claim if you refused to accept the package because additional taxes or duties were due at the time of package delivery and the package was lost or marked abandoned as a result of the refusal 

The package receipt was acknowledged by signature, but I never received my item:

AP sneaker cannot file a claim for you with the shipping partner if your item has been delivered and signed for.

• Eligibility: You cannot make a claim if the shipping partner received a signature for the delivery at the time of delivery.



As a buyer, how can I manage my delivery options?
Although AP sneaker does not allow buyers to change the address of a pending purchase, depending on which shipping partner your item is delivered through, you may be able to change some aspects of your delivery to make the delivery process more convenient. Learn more about the shipping options available to your You can find shipping partners in these articles:

• What delivery options do I have as a buyer if my shipping partner is UPS?
• What delivery options do I have as a buyer if my shipping partner is NL Post?
• What delivery options do I have as a buyer if my shipping partner is Hermes?
• What delivery options do I have as a buyer if my shipping partner is DPD?
• What delivery options do I have as a buyer if my shipping partner is FedEx?
• What delivery options do I have as a buyer if my shipping partner is DHL?
  
  What should I as a buyer know about managing my delivery options before contacting the shipping partner? If a buyer wants to manage their delivery options via the shipping partner, they must do this independently. All changes must be made by the shipping partner themselves and cannot be taken over by AP sneaker. The more information you provide to your shipping partner (name variations, household members, and package matching options), the more likely it is that you will be able to qualify your AP sneaker shipments for these services, but this cannot be guaranteed.

Additionally, if you use a shipping partner's tools to change your delivery address (change of address, pickup order, delivery time slot), a claim for that package can no longer be submitted via AP sneaker if it was not delivered or was delivered damaged.



As a buyer, can I receive expedited shipping?
AP sneaker does not currently have the ability to add expedited shipping. We will continue to do everything in our power to authenticate and process your order as quickly as possible.



In which countries can I buy and sell items on AP sneaker?
AP sneaker currently operates a global marketplace and we are working on adding more partners every day. You can check if you are qualified to buy and sell items in your country using the following link: Qualified Countries for AP sneaker.



How do I change my payment method?
You can edit your payment details at any time in the Settings section of the My Account tab. In the ''Purchase Information'' section, click ''Edit'' to enter a new payment method.


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Sell Sneakers on AP sneaker



How do I sell an item on AP sneaker?
AP sneaker is a marketplace where buyers and sellers can place anonymous offers on a variety of contemporary items such as sneakers, based on both the item's current valuation on the site and what price you are willing to sell the item for. AP sneaker's anonymity aims to make buying and selling a hassle-free experience: buyers see the lowest available selling price and sellers see the highest available purchase offer.

Because buyers and sellers can set their respective offers, a sale on AP sneaker only begins when a seller and a buyer agree on a price by establishing a match between a buyer's purchase and a seller's offer, or vice versa. As a seller, you have one way to match with a buyer on AP sneaker - by using the ''Sell Now'' features.



Are there any discounts or promotional codes on AP sneaker?
There are currently no discounts or promotional codes available. But there will always be new promotions!

Keep an eye out for it in AP Sneaker News. Discounts or promotional codes are subject to change at any time.



How does shipping on AP sneaker work for sellers?
After a buyer has purchased an item on the AP sneaker platform, you as the seller will receive an email confirmation with the shipping deadline. You can also find this information in your account in the Sell > Pending section of your sales page.

Together with an overview of your outstanding sales, you have to confirm that you are responsible for shipping and put an invoice in the box ready for printing. You will receive the invoice from us by email as an order confirmation PDF file.

• The invoice must be placed in the box along with the item so that AP sneaker staff can check the item sent.
• As a rule, you are expected to prepare the package for shipping within two working days of the sale on AP sneaker, print out the invoice, pack the item and drop it off at one of the shipping partners listed by us

However, I believe that he should have passed the authentication. What can I do?

AP sneaker adheres to strict internal guidelines to ensure that all sneaker items on the website meet our standards.

During the authenticity verification process, deviations are initially recorded by our examiners. Your item will then be sent to our quality assurance group who will take a second look. Quality assurance carries out its own inspection of the item and determines whether the product meets the requirements

AP sneaker meets the standards set by the manufacturer and makes a final decision.

You can rest assured that any item that does not pass our authenticity check will be reviewed by at least two separate teams before a final decision is made. If you believe there is a discrepancy, you can contact us with your objection. To request a review, contact us with the following information:

• order number
• Reason given by AP sneaker for failed authentication
• Photo(s) of the product
• Why you believe the item should have passed the authenticity check If your item is inspected and the failed inspection is reversed, you will be sent a shipping label to return the item to AP sneaker for re-inspection. Your payment for the original sales amount will be processed once the item has been received and inspected. If your item has been in

What happens if I as a seller cannot complete a sale?

• If you are unable to complete a sale, you may be penalized or have restrictions placed on your account until a sale is successfully completed. Multiple canceled sales may also result in a suspension of your AP sneaker account. AP sneaker offers incentives in the form of reduced fees for sellers who successfully complete sales. If you are unable to complete one, it may affect your
  Seller fees impact. For more information, see this FAQ article: What is the AP sneaker seller program?

If you are unable to complete a sale in a timely manner, contact us so we can explore other options.



What happens if I don't ship the item sold on time?
AP sneaker will send you regular email reminders to ship your item. This way you always know how much time you have left before you have to hand the item over to our shipping partner. If you miss the shipping deadline, AP sneaker will notify you via a warning. If shipping does not occur after these warnings, AP sneaker will cancel your sale. Additionally, the following penalties apply if your sale is canceled:

• A penalty fee of 15% of the transaction price; the minimum fee is US$15 or the equivalent in local currency.
• Restrictions on and/or suspension of your AP sneaker account.
• Your seller fee may be increased. For more information, see this FAQ article: What is the AP sneaker seller program? Every AP sneaker transaction involves a buyer on the other side who only receives their item after it has been verified by AP sneaker. Therefore, you are expected to make every effort to ship items within the allotted time frame. The longer it takes for an item to ship, the longer the buyer will have to wait for it; this can have a negative impact on your user experience. If you are having trouble completing a sale, you can contact us for additional options.

AP sneaker works best when every offer on the site is genuine, active and reliable. This promotes buyer confidence in AP sneakers and helps sellers like you sell more! In short, this means that as a seller on AP sneaker you can spend more time actually selling items.



Can I sell an item that I don't yet have in stock?
AP sneaker always recommends having the item in stock before placing an offer for it on the platform. AP sneaker understands that there are reasons why members may want to sell limited-edition sneakers as quickly as possible, but as a seller, you are expected to meet AP sneaker's shipping deadlines after finding a match between your offer from a buyer, regardless whether you have the item in stock or not. Because your item can be purchased at any time - even minutes after you place an offer on a new or highly sought-after item - you should always make sure you can ship the item within two days of the sale. Therefore, AP sneaker recommends waiting until you have the item in stock before making an offer if you are unsure due to unforeseen circumstances.


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My account



How do I contact customer service and how quickly can I expect a response?
You can find many answers to frequently asked questions about AP sneaker in our FAQ/Help Center: AP sneaker-help center If you need personal support, AP sneaker also offers customers the opportunity to chat with us via Instagram. You can contact us via Instagram or click on “Contact” to receive an email response, or email us directly at info@apsneaker.com. Both options offer you the opportunity to get help quickly if you have any questions.



How do I contact customer service through the AP sneaker Help Center?
The Help Center will always guide you to answers to the most common questions you may have about AP sneaker. Our goal is to resolve any issues that arise as quickly as possible with expert knowledge, troubleshooting tips, and self-service solutions. For more personalized support, you can also request an email response from our customer service team by clicking the “Contact” button at the bottom of the page or email us directly at info@apsneaker.com.

Here you can select the three most frequently asked questions or enter your own question in the text field.

1. Where is my package of my order?
2. Buying and Selling Information 
3. Problem with an item purchased

Based on your information, AP sneaker will try to immediately find the most helpful FAQ content to solve your problem. If your question is not addressed in the FAQ, you will be given the opportunity to contact AP sneaker customer service by opening a case, whereupon you will be contacted via email by a team member who will assist you in resolving your specific issue problem supported.

• Please include the order number (if available) and also attach relevant files.

Response times vary, but we aim to help you within 48 hours. To speed up the process, please only submit one request per issue. All requests will be processed in the order they are received.



How can I deactivate or delete my account?
At AP sneaker we believe that you should have control over your personal data. There are several ways to make account changes. 
Delete billing information
To delete your billing information, contact us and request “Delete Billing Information.” Our team will then delete your billing and shipping addresses as well as all credit cards on file. You can view this information in your account settings. Deleting an account To completely delete your account, visit our Trust Center and make a “deletion request.” You can find information on how to get to the Trust Center here: How do I manage my personal data.
 
Note: If a customer asks us to delete their data, some data must be retained for legal and security reasons. This complies with data protection laws (including the GDPR), which do not require AP sneaker to delete all data. We also need to maintain a record of transactions in the event of litigation and for tax purposes.



What should I do if I can't log in to my account?
Multiple failed login attempts to AP sneaker may result in your account being temporarily blocked for security reasons. This error message will only appear if you try to log in multiple times with an incorrect password.

In this case, you will receive an email with the subject “Account Warning. Follow these instructions to unlock your account." This email will contain instructions on how to regain access to your account.



What should I do if I don't receive an email from AP sneaker to access my account?
If you don't receive an email from AP sneaker after your account is locked due to multiple failed login attempts and the message is not in your spam folder, the problem is probably because your AP sneaker account is connected to a social media account. In this case, check the email account you used to create your social media account again to see if the email was sent to that address. If this does not resolve your issue, please contact us so we can further assist you.

Please note the following: If you created your account through a social media account, your password will not be saved by AP sneaker and you will need to reset your password through the social media platform.



Can I delete my payment method or billing address?
To delete your billing information, contact us and request that your billing information be deleted. Our team will then delete your billing and delivery addresses as well as all credit card details we have on file.

You can edit your payment method at any time in the Settings section of the My Account tab.



I'm a new seller and my account has been suspended - what happened?
The success of the AP sneaker marketplace depends on every offer and bid being genuine, active and reliable. Therefore, as a security measure, your new seller account may be temporarily suspended if you reach the pending sales limit before they are successfully verified and sent to the buyer.

If this happens, you will still be able to navigate AP sneaker, but you will not be able to post further listings or place bids. After all of your pending sales have been completed, you will be able to use your account to its full potential again.

Please note that high-value items may require longer processing times before your account is fully usable again.

How do I manage my email notifications?
AP sneaker offers you several options for unsubscribing from email notifications. You can unsubscribe directly via email by clicking on the “unsubscribe” link at the bottom of the message. This will unsubscribe you from the respective subscription, but not all email notifications.

For more comprehensive options for managing your email notifications, see My Account > Settings > Notifications. Here you can turn AP sneaker's various notifications on and off individually.



Can I unsubscribe from all AP sneaker emails?
Not all email notifications can be disabled as some emails contain important information and warnings about deadlines and shipping information. If a toggle in the Notifications section of Account Settings is grayed out, that notification cannot be turned off.



What should I do if I don't receive important notifications from AP sneaker?
The easiest solution if you are not receiving subscribed email notifications from AP sneaker is to check your spam folder to see if any AP sneaker notifications have ended up there. In this case, you will need to adjust your email account to ensure that notifications are not moved to this folder.

If not, you can also check if your AP sneaker account is linked to a social media site instead of an email address. If this is the case, you will need to check the email account associated with your social media account if it is different from the email account you use receive AP sneaker notifications.

If these measures do not resolve your issue, please contact us so we can help you.



How do I reset my password?
To reset your AP sneaker password, go to the Profile section in the My Account tab and select the “Reset Password” button. This is also possible via the link on the registration page. After you request a password reset, an email will be sent to the address associated with your account where you can update your AP sneaker password. If you don't receive an email from AP sneaker, check your spam folder before submitting another request. Also, make sure you did not register your AP sneaker account through a social media account, which may be linked to a different email address. Please note the following: If you registered via a social media account, you will need to complete the entire password reset process via the respective social media platform, as this is not managed by AP sneaker.



What is the best way to generate a strong password for AP sneaker?
The best way to generate a strong password for Ap sneaker is to choose a unique password that you do not use on any other website.

The password requirements for AP sneaker are as follows:
• At least 8 characters long 
• One capital letter
• A number 
• A special character
For additional security, it is recommended to use a longer password phrase that contains several special characters.



What other features can I activate to secure my account?
If you want an additional layer of security, AP sneaker also lets you enable two-factor authentication for your account. You can find more information about this in the following FAQ article: How do I activate two-factor authentication?



What should I do if I suspect my AP sneaker account has been hacked or compromised?
If you believe your account security has been compromised, AP sneaker recommends that you change your password immediately. For instructions, see our FAQs: How do I reset my AP sneaker password?
If you cannot access your account, please contact us immediately.



What should I do if I see an unattributable charge from AP sneaker?
If you are unable to match a charge purchased through your AP Sneaker account, we want to help you as quickly as possible. Please report the charge to AP Sneaker Support so we can investigate the issue and find a solution. If a chargeback is initiated due to an unattributable charge before you contact AP Sneaker Support, this may result in your account being suspended. For this reason, contact AP-Sneaker immediately as soon as you discover an unauthorized purchase before contacting your bank about it. Our support team will assist you with account reconciliation as quickly as possible.



If my AP sneaker account is compromised, is my payment information at risk?
No. Your payment details are not stored by AP sneaker, but are processed by one of our payment processing partners. This means that your payment details will be safe even if someone else gains unauthorized access to your AP sneaker account.

Additionally, upon request, AP sneaker will delete your payment information if your account is compromised, and you can then update your payment information in your account settings.



How do I submit a request to add an item to the AP sneaker catalog?
Can't find the item you'd like to bid or offer for? You can submit an application using our product suggestion form.



What happens after I submit my application?
You will receive a notification on your form that we have received your product suggestion. Our team will review your application, decide whether the product is suitable for our marketplace, and base the decision on the team's priorities.



How long might it take for my suggested product to be added to the marketplace? 
Please allow our catalog team up to two weeks to process your request. All applications will be processed in the order in which we receive them.



I have not received any notification via email. Has my product been added?
Please check our website to see if your product has been added. If the product does not appear on our site after two weeks, it has probably been rejected because it does not meet the criteria in our catalog at that time



How do I set up my AP sneaker account?
To activate your AP sneaker account, look for the “Register” button in the top right corner of the AP sneaker homepage. To register, you can proceed with your Google, Facebook, Apple or Twitter account or enter your first and last name, email address and a password for your AP sneaker account.

• Your password must be at least eight characters long and contain one capital letter, one number and one special character.

Both buyers and sellers can learn more about how AP sneaker works in the following article: The Marketplace of Contemporary Culture.

Why can't I access my account?

If you can't access your AP sneaker account, it's probably due to one of the following reasons:

1. Your account has been locked due to multiple failed login attempts
2. You have violated AP sneaker's Code of Conduct and your account has been suspended

Below you will find more information about each of these cases.



For what other reasons could my account be blocked? 
As a seller, repeated incomplete sales are the most common reason for account suspension. Failure to send items for authentication, or if your sent items cannot be successfully authenticated by AP sneaker, may result in penalties and suspension of your account, depending on the number and severity of the incidents. As a buyer, chargebacks at your financial institution will result in your account being suspended. If you suspect account fraud and accidental purchases, we always recommend contacting AP sneaker support before asking your financial institution for a chargeback.



What should I do if I'm not sure why my account was suspended?
If you are unsure why your account was suspended, you can contact AP sneaker support/customer service for more information.



What is two-factor authentication?
Two-factor authentication helps protect your AP sneaker account from unauthorized access by confirming your identity via an automatic SMS to your mobile phone after you log in to your account. This protects your data and protects you from fraudulent activity.



What are the advantages of using two-factor authentication?
Two-factor authentication significantly improves the security of your account and personal information on AP sneaker. By enabling two-factor authentication, you can ensure that access to your AP sneaker account is only possible with your AP sneaker password and your mobile phone. This gives you more control over your account access and can be notified of unauthorized login attempts with your password.

How do I enable two-factor authentication?
You can enable two-factor authentication by going to the Security tab in your AP sneaker account and clicking the “Enable” button at the top of this page. Once you have logged in, you will be asked to enter your mobile number. AP sneaker will then send a 6-digit random code to the number you provided, which you must enter into the prompt in the Security tab to complete two-factor authentication.



Do I need to update my smartphone app to enable two-factor authentication?
To activate two-factor authentication via your smartphone app, you should update the iOS or Android app to the latest version. If you can't or don't want to update your smartphone app, you can enable two-factor authentication via the internet. If you enable two-factor authentication over the web and don't update your smartphone app, you'll still need to pass two-factor authentication when you log in on a mobile device. However, you do not have access to configuring the settings.



Can I change the two-factor authentication smartphone number used to verify my identity?
Yes. To change the smartphone number used to verify your account, go to the Security tab in account settings and disable two-factor authentication. After deactivation, you can reactivate two-factor authentication with a newly entered smartphone number.



Do I have to verify my device every time I log in to AP sneaker?
As part of this process, you can also choose to “memorize” a device for up to 30 days so that it does not need to be verified with two-factor authentication for 30 days. You must re-verify this device every 30 days.



What happens if I don't have my phone to hand when I try to log in after activating two-factor authentication?
When you enable two-factor authentication, you'll also receive a recovery code that you can use to access your account if you can't find your trusted device. This code gives you access to your account. You can only access your account if you have at least one of these two two-factor authentication methods.

Note: Keep your security code in a safe place as it is the only way to access your account if you do not have your trusted device.



What happens if I lose my security code?
If you lose your recovery code, you will need to contact AP sneaker support to have it replaced. Please have a valid ID ready for this process.



Can I disable two-factor authentication?
Yes. Simply go to the Security tab on your account page and disable two-factor authentication. Before you disable two-factor authentication, you will be asked one last time to verify your identity.



Can I use two-factor authentication without SMS messages?
Two-factor authentication is currently only supported via SMS messages.



How do I enter my address on AP sneaker?
To ensure the best experience on AP sneaker, it is important that customers have a verifiable address on file. When entering your delivery address, make sure that you enter a valid functional address and that you have filled out all required fields. Please note that AP sneaker does not currently support APO, FPO, DPO or PO Box addresses. If your address cannot be verified after entering it, you can be shown address suggestions. Please try again or use a suggested address if applicable.

Buyers: If the suggestions are incorrect or no suggestions are displayed, there is an option to bypass address verification by selecting "Continue with entered address". Reminder: If the address entered cannot be verified, continuing to the address may result in delivery failure.

Seller: If suggestions are incorrect or no suggestions are displayed, a new, verifiable address must be entered.

Note: AP sneaker cannot make claims for items shipped to an unverified address and is not liable for delays if there are issues with generating a shipping label. For more information, see our FAQs: What happens if my item is lost or damaged while purchasing on AP sneaker?


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Authentication

Pricing models used on AP sneaker
To meet a growing global market, AP sneaker uses four different pricing models to ensure fair treatment of all customers on the site, regardless of location.

AP sneaker currently supports four separate pricing models:

Delivery At Place (DAP, delivered named destination), Delivery Duties Paid (DDP, delivered duty paid), All-in Ask and All-in Hybrid. A brief explanation of these pricing models can be found in the table below:

withdrawn withdrawn included withdrawn

Modell	Steuern	Zollabgaben
DAP	upon delivery	upon delivery
DDP	At the checkout	At the checkout
All-in Ask	In the offer price	In the offer price
All-in Hybrid	At the checkout	In the offer price

withdrawn withdrawn included included



What is DDP and in which cases does this model apply?
If you are a buyer in a country that uses the DDP model, taxes and customs duties will not be reflected until checkout, and AP sneaker will collect these fees once you complete your purchase.
Note: Customs duties shown at bid verification are an estimate and may be lower than estimated. If these charges are less than the amount shown, you will be charged the lower amount.

The DDP model applies in the following countries:

• Bahrain
• Chile
• Colombia
• Malaysia
• Philippines
• Saudi Arabia

What is “All-in Ask” and in which cases does this model apply?

The All-in Ask model assumes that all taxes are already included in the offer price displayed on our marketplace. The exact amount of taxes can be found on the final customer invoice.

The “All-in Ask” model applies in the following countries:

• Australia
• European Union
• Hong Kong
• Iceland
• Israel
• Macau
• Mexico
• New Zealand
• Norway
• Puerto Rico
• South Korea
• Taiwan
• United Kingdom
• Japan
• Kuwait
• Qatar
• United Arab Emirates

What is “All-in Hybrid” and in which cases does this model apply?

With the All-in Hybrid model, all applicable customs duties and international fees are included in the quoted price you see. Taxes are listed separately from the “All-In” price and are collected at checkout. The final price shown will then include all applicable customs duties, taxes and fees based on your and the seller's location.
 

The “All-in Hybrid” model applies in the following countries:

• USA
• Canada
• Greenland

What can I do that he should have passed the authentication?

AP sneaker adheres to strict internal guidelines to ensure that all items on the site meet our standards.

During the authenticity verification process, deviations are initially recorded by our examiners. Your item will then be sent to our quality assurance group who will take a second look. Quality Assurance conducts its own inspection of the item, determines whether the product meets the standards set by AP sneaker and the manufacturer, and makes a final decision.

You can rest assured that any item that does not pass our authenticity check will be reviewed by at least two separate teams before a final decision is made.

If you believe there is a discrepancy, you can contact us with your objection. To request a review, contact us with the following information:

• order number
• Reason given by AP sneaker for failed authentication
• Photo(s) of the product
• Why you believe the item should have passed the authenticity check If your item is inspected and the failed inspection is reversed, you will be sent a shipping label to return the item to AP sneaker for re-inspection. Your payment for the original sales amount will be processed once the item has been received and inspected. If your item has been inspected and it has not passed the inspection again, the transaction decision is considered final.

What does authentication mean for buyers?

Once an item arrives at an AP sneaker testing center, trained AP sneaker employees or external partners we work with assess whether the item meets our internal quality standards before we ship the item to you.

The type of authentication varies depending on the item. You can find more information about our respective quality standards in our FAQs: How is authentication helpful for me as a buyer or seller?



Can I speed up authentication as a seller by providing proof of purchase?
Because AP sneaker authentication verifies the condition of an item as well as its packaging and accessories, AP sneaker cannot accept proof of purchase for expedited authentication.

The good news is that we do not require proof of purchase from sellers. To ensure rapid authentication, we recommend packaging the item in accordance with our guidelines with all necessary accessories and ensuring that the item is stored as carefully as possible to minimize wear and tear on the packaging box.

AP sneaker authentication agents receive ongoing training and regular industry updates to help them make informed decisions.



How long does authentication take?
After the item arrives at the AP sneaker testing center, it may take two to five days to inspect the item. If issues arise that require further review by AP sneaker's quality assurance team, the process may take a few days longer



What happens to me as a buyer with my order if the item ordered does not pass authentication?
AP sneaker attaches great importance to ensuring that you receive a high-quality item. If an item does not meet our internal standards and fails authentication, we will make every effort to find you a new seller.

If we find a new seller for you due to failed authentication, your waiting time may be slightly longer because the new seller will need to package the item and send it to AP sneaker for authentication. However, since AP sneaker typically plans for an average sales cycle of 7 to 12 days, many such transactions still occur within the original sales window.

AP sneaker strives to get your item to you as quickly as possible. But we also care about fulfilling our role as a trusted marketplace for high-quality items, and strict authentication standards are part of this effort.



I don't want a new salesperson to be assigned to me. Can I cancel my order?
In the case of an order that does not pass authentication, AP sneaker will attempt to complete the purchase for you by another means. We therefore normally do not allow cancellation of a sale, even after failed authentication. However, the original purchase price remains valid if AP sneaker finds a new seller for your item. This means you will never be charged more than the price of the item that failed authentication.



What happens if there is no new seller for the item?
If AP sneaker is unable to find a new seller for the item you want after failing authentication, you will be refunded the full purchase price.



How does authentication help me as a buyer or seller?
Part of the scope of services when buying or selling on AP sneaker is our authentication process in our testing centers. AP sneaker adheres to strict internal guidelines to ensure that all items on the site meet our standards.

This commitment to quality is one of the reasons why you can feel safe buying and selling on AP sneaker, knowing your item is in good hands.

For buyers, the authentication process means you can rest assured that your item will arrive in perfect condition and that it has been independently inspected for discrepancies and more before being sent to you.

For sellers, the authentication process marks the end of your transaction with the buyer. You get paid and we take care of customer service so you can get back to selling! When you sell sneakers on AP, the authentication process allows you to focus on what matters while we take care of the logistics.



Can AP sneaker tell me if my item is original before it is sold?
AP sneaker only checks items that are already on sale. Due to the thoroughness of the AP sneaker review process, we can only review items that are part of a sale on the platform.



What is the AP sneaker sneaker-exam?
The AP sneaker inspection process takes into account the condition of the item, any deviations from our internal standards, the condition of the container and whether all necessary accessories are present. Items are tested at one of our testing centers by staff who receive ongoing training to ensure they always have the most up-to-date industry knowledge. For more information about how AP sneaker reviews items, visit our Review page.



What happens if I try to resell an item on Stock but it cannot be authenticated?
Reselling an item on AP sneaker is intended to be intuitive and easy, especially when it is clear to us that an item was previously purchased on our marketplace. If an item you purchased on Stock(Available) cannot be authenticated upon resale, it is often due to one of the following reasons:

• The item shows significant signs of wear/damage that were not present during the original inspection
• The packaging has suffered more damage than is acceptable during the time it has been in the buyer's possession. As this is a used item market, there is always a risk of aging, movement and storage affecting one item, even if it was previously sold on AP sneaker. As always, it is the buyer's responsibility to care for the item while it is in their possession - even if the buyer plans to resell the item. The longer the item remains in the buyer's possession, the greater the risk that the item will be damaged in the process. If an item fails inspection, the reason for this will be communicated to the seller via email. If you believe there are extenuating circumstances, you can contact us directly for more information.

What happens to me as a buyer if my item's box is damaged?
AP sneaker allows for minor cosmetic damage to a box during authentication as long as there are no significant large tears in the box. Boxes can often show minor wear and tear caused by the manufacturer, shipping and storage. This may include a small dent in the corner, small tears and wrinkles on the box lid. Such problems are often uncontrollable, so we may be willing to accept and review the item anyway.



Does authenticating an item determine its value?
Because authentication is performed on items that have already been sold, AP sneaker does not offer a valuation.

Item value is determined by agreement between buyer and seller and varies from sale to sale. You can always determine the current value of an item you want to sell by navigating to its product page on AP sneaker. There you can see current offer prices as well as data from previous sales. AP sneaker provides this information to help buyers and sellers make an informed decision regarding their purchase or sale.


How can I determine the value of my item?
AP sneaker provides you with all the information you need to make an informed decision about pricing an item on our website by giving you access to the following information:

• The last sale of the item and how much the market has changed compared to the previous sale
• The retail price of the item
• The high and low price over the past 52 weeks
• The range of fluctuations over the past 12 months Using this data, you as the seller can determine how to price your item to have the best chance of selling it at a price that is acceptable to you.

If you are not satisfied with the current price, you can also wait and see how the price of your item develops in the future.

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Product Guidelines



Are shoes sold on AP sneaker considered deadstock?
Shoes sold on AP sneaker are considered “deadstock”, i.e. H. they are new and unworn at the time of sale. Deadstock sneakers are also sold with the original box including the lid and shoe size label, as would be acceptable for sale in a shoe store. Deadstock sneakers may also come with accessories (e.g. shoelaces) that were included in the original packaging when purchased - but this is not always the case.



What condition do the shoes have to be in to pass the AP sneaker testing process?
Selling the shoes in pristine condition is the safest way to ensure a successful inspection. As with retail-sold sneakers, some pairs of shoes may still pass AP sneaker testing even though they are unlaced, the shoes have been tried on, and/or they have minor manufacturing defects and defects. Shoes can also pass the test if the shoe box shows minimal damage due to shipping, discoloration from storage, and/or normal wear and tear.

AP sneaker takes the age of shoes into account when determining whether they pass our testing process. Specifically, this means that AP sneaker allows older shoes to show some unavoidable signs of aging or yellowing. However, this is no guarantee that older shoes will actually pass the test. Please note that both shoes in a pair must show the same age-related marks.

Also note that shoes that are five years old or older may have structural defects and less durability. These defects often occur regardless of the storage conditions of the shoes. If you are wearing an older pair of shoes purchased on AP sneaker, we cannot guarantee the long-term integrity of the shoe.



Does AP sneaker sell B-grade items?
AP sneaker maintains a small range of B-Grade items on its platform. B-Grade is a rating/grade for sneakers that have minor manufacturing defects on a corner or edge. The title of the product on the product page indicates that it is a B-Grade item. This rating/grade is usually stamped on the label inside the shoe or on the shoe box



What types of sneakers are sold on AP sneaker?
AP sneaker brings together buyers and sellers who are passionate about the hottest sneakers on the market. We offer a wide range of stylish shoes to buy or sell, no matter your wardrobe or budget.

Whether you're looking for a new pair of Yeezys or Jordans, luxury brands like Dior and Balenciaga, or something completely different, you'll find a huge selection of styles, brands and colorways on the AP sneaker marketplace



What is the item condition policy for sneakers sold on AP sneaker?
Shoes sold on AP sneaker are subject to the following requirements:

• They must be new
• They must be unworn
• They must be authentic
• The original packaging must be present

 Depending on the type of shoe you are selling, AP sneaker may also require you to include the additional accessories that came with the shoe for authentication. You can find out which accessories are required on the product page of each shoe.



How should sneakers be shipped to AP sneaker?
For detailed information on shipping your sneakers to AP sneaker for inspection, see this blog post: How to properly ship your item to AP sneaker.



What condition do the shoes have to be in to pass the AP sneaker testing process?
Selling the shoes in pristine condition is the safest way to ensure a successful inspection. As with retail-sold sneakers, some pairs of shoes may still pass AP sneaker testing even though they are unlaced, the shoes have been tried on, and/or they have minor manufacturing defects and defects. Shoes can also pass the test if the shoe box shows minimal damage due to shipping, discoloration from storage, and/or normal wear and tear.

AP sneaker takes the age of shoes into account when determining whether they pass our testing process. Specifically, this means that AP sneaker allows older shoes to show some unavoidable signs of aging or yellowing. However, this is no guarantee that older shoes will actually pass the test. Please note that both shoes in a pair must show the same age-related marks.

Also note that shoes that are five years old or older may have structural defects and less durability. These defects often occur regardless of the storage conditions of the shoes. If you are wearing an older pair of shoes purchased on AP sneaker, we cannot guarantee the long-term integrity of the shoe.



Is AP sneaker affiliated with any of the brands sold on its website?
Unless otherwise stated, AP sneaker is not affiliated with any of the brands sold on our platform. AP sneaker-approved is our own designation and is not endorsed by any of the brands sold on AP sneaker.


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Payment



How do I pay for an item on AP sneaker?As a buyer, you have the following payment options available:

• All major credit cards including Visa, MasterCard, American Express, JCB, UnionPay and Discover
• Debit and gift cards issued by major credit card institutions
• Google Pay, Apple Pay, Klarna Sofort, Sofortüberweisung
• PayPal

What other payment options are accepted on AP sneaker?
Depending on the country in which your purchase is made, AP sneaker accepts additional payment options in addition to those mentioned above.
North America, EU and UK:

• Apple Pay, Google Pay, Klarna Sofort, Sofortüberweisung
• Google Play

Why am I being charged sales tax?

Due to a recent Supreme Court decision, e-commerce companies like AP sneaker must now collect sales tax from buyers from the following states:

• Alabama
• Arizona
• Connecticut
• DC
• Idaho
• Iowa
• Louisiana
• Massachusetts
• Minnesota
• Nebraska
• New Jersey
• New York
• Oklahoma
• Rhode Island
• South Carolina
• South Dakota
• Washington
• Wisconsin

Please note that the sales tax amount varies from buyer to buyer depending on local tax laws.

Important instructions:

• This applies to all purchases made after January 3, 2019 at 12:30 pm (EST) in Alabama, Arizona, Connecticut, Iowa, Louisiana, Oklahoma and Washington.
• Effective April 1, 2019, we began collecting sales tax on purchases made in Washington DC, South Dakota and Wisconsin
• Effective June 1, 2019, we began collecting sales tax on purchases made in Idaho, Massachusetts, Minnesota, Nebraska, New Jersey, New York, Rhode Island and South Carolina
• Sales tax is calculated using your shipping address, NOT your billing address
• Sales tax applies to all purchases made in affected states, including bids that are live at the moment and will be completed later.
• In some states the amount of shipping costs is included in the calculation of sales tax, in other states it is not. That depends on state law.

How do I change my payment method?
You can edit your payment information at any time in the Settings section of the My Account tab. In the Purchase Information section, click Edit to enter a new payment method.



I am a seller and I was charged a $1 fee. How come?
This is not a real fee, but a pre-authorization that AP sneaker uses to verify your payment method, which is blocked until then. This may appear on your statements as an outstanding balance, but will never be processed. We will pre-authorize each new payment method you add. If an outstanding amount is displayed, it will never be deducted from your account and will be deleted within 5 working days. As soon as your payment method has been successfully verified, AP sneaker will lift the block. Contact your bank advisor to find out more about authorization periods and policies of your bank.


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Shqipment


How are import duties, VAT and handling fee calculated for buyers?

Import duties and VAT are calculated based on the destination address.

As a buyer, you agree to be responsible for any local, state, national or international taxes (including sales tax) that may be payable on your transaction. You can find more information about VAT here: Why am I charged VAT?

All buyers will be charged a processing fee that will only be applied to the Buy Now amount. You can find more information about our pricing models here: Pricing models used on AP sneaker.



What are the shipping costs for sellers?
As a seller, shipping costs will be deducted from your total payout.

After completing a transaction, you will receive a shipping label, which will be provided to you in the My Account area. You must package the item sold and deliver it to the shipping partner specified on the shipping label. Once the item has been received and authenticated by our experts, your payout will be initiated.

Are you shipping heavy items? We may adjust shipping costs for heavier items and shipments containing multiple items. Please still use the shipping label provided, even if the weight stated on the label is incorrect.

Do you need a commercial invoice? If you require a commercial invoice for international shipping between continents, we will provide one along with a UPS shipping label. If you don't find a commercial invoice, you don't need one for your delivery. For more information about shipping with commercial invoices, see our FAQ Shipping Instructions.

See the table below for estimated base shipping costs. These costs vary for specific products based on a variety of factors, including, but not limited to, item price, item size, item type, shipping costs determined by our shipping partners, and seller's location.

Shipping

Markt	Währung	Versandkosten für Verkäufer
Alle anderen Märkte	US$	30,00 $
Australien	AUD	8,00 $
Österreich	EUR	5,00 €
Belgien	EUR	5,00 €
Bulgarien	EUR	10,00 €
Kanada	CAD	10 $
China	US$	20,00 $
Kroatien	EUR	10 €
Tschechische Republik	EUR	10,00 €
Dänemark	EUR	10 €
Estland	EUR	10 €
Finnland	EUR	15,00 €
Frankreich	EUR	5,00 €
Deutschland	EUR	10 €
Griechenland	EUR	15,00 €
Hongkong	HKD	48,00 $
Ungarn	EUR	10,00 €
Island	EUR	10,00 €
Indonesien	US$	15,00 $
Irland	EUR	10,00 €
Italien	EUR	10 €
Japan	JPY	800,00 YEN
Lettland	EUR	10 €
Liechtenstein	EUR	15,00 €
Litauen	EUR	10 €
Luxemburg	EUR	10 €
Macau	US$	10,00 $
Malta	EUR	15,00 €
Malaysia	US$	10,00 $
Mexiko	MXN	Kostenlos
Neuseeland	US$	15,00 $
Niederlande	EUR	10 €
Norwegen	EUR	25,00 €
Philippinen	US$	15,00 $
Polen	EUR	10 €
Portugal	EUR	10 €
Puerto Rico	US$	10 $
Republik Zypern	EUR	15,00 €
Rumänien	EUR	5,00 €
Singapur	US$	10,00 $
Slowakei	EUR	10 €
Slowenien	EUR	10 €
Südkorea	KRW	Kostenlos
Spanien	EUR	10 €
Schweden	EUR	10,00 €
Schweiz	EUR	10,00 €
Taiwan	US$	10,00 $
Thailand	US$	15,00 $
Vereinigte Arabische Emirate	US$	20,00 $
Vereinigtes Königreich	GBP	10 £
US	US$	30 US$
Vietnam	US$	20,00 $

 
International shippingFor international shipping, a commercial invoice may need to be enclosed. If required, it will be provided to you along with the shipping label. Please bring all three copies to the drop-off location where they will help you attach them to the outside of the shipping box for customs inspection.

Sellers in most countries ship with DHL & UPS; Sellers in certain regions of Southeast Asia ship with either SF Express, DHL or ECMS.

If you are shipping items from Hong Kong, Mainland China, Macau, Taiwan, South Korea, Malaysia, Singapore, Indonesia, Thailand, or Vietnam, please read the blog post Express Shipping Providers in Many Countries and Regions in Asia for more shipping partner information.

When shipping with SF Express, you can either drop off the item or have it picked up. When dropping off or picking up, it may be necessary to open the packaging to ensure that the contents being shipped correspond to the declaration on the shipping label.



How does AP sneaker shipping work for buyers?
After you purchase an item on AP sneaker, the seller packs it up and hands it off to a shipping partner for delivery to an AP sneaker testing center. The seller has two days to ship the item to an AP sneaker testing center - five for newly released shoes due to the manner in which these items are released.

After purchasing an item, you will typically receive the following email notifications from AP sneaker:

1. An order confirmation (including the order number) upon completion of the purchase
2. A confirmation when the seller has submitted the item for shipment to the testing center
3. A notification when your item has been checked and shipped
4. A confirmation that your delivery has been received

You will only receive a shipping confirmation after the item has been inspected and is on its way to your delivery address. However, you can view the status of your order at any time before receiving your order number in the AP sneaker Buy tab by clicking My Account > Buy



What happens if my item is lost or damaged during sale on AP sneaker?
In rare cases, packages may be lost or damaged during shipping to AP sneaker. For this reason, we ask all sellers to request a delivery receipt and keep it until the job is completed. If problems arise with your package in transit after the package has left the drop-off point, AP sneaker will initiate an investigation together with the shipping partner to find a solution for you as quickly as possible. Please note that the investigation may take up to 10 business days. You can find more information about this in our terms and conditions.

To create a support case, first contact us and enter details of the request. Provide as much information as possible for your specific situation so that the investigation can progress in a timely manner. We will need the following information from you:

• Type (e.g. sale)
• Subtype (e.g. Current Order – Sales)
• Reason for contact (e.g. item incorrectly shown as delivered) 

Review the following scenarios to determine eligibility.

I dropped off my item at an access point or left it for collection by a third party:
We recommend dropping off all packages at the store specified by the shipping partner. AP sneaker is not responsible for packages dropped off via third-party access points for the intended shipping partner (e.g., UPS Access Point drop boxes, gas stations, stationery stores, etc.).

Packages picked up by the designated shipping partner are still covered, but we cannot accept liability for packages picked up by third-party shipping services.

• Eligibility: We cannot claim your package if an access point or third-party shipping partner was used. 

My item never left the drop-off point / More than 5 business days have passed and I still don't see an update in tracking:
If the tracking information indicates that your package did not leave the drop-off point, it is best to contact the drop-off point directly to ask for more information or to pick up the package. The package containing your item should still be at this drop-off location because there are no additional scans indicating that the package has continued through the shipping partner system.

• Eligibility: We cannot make a claim for your package if your package never left the drop-off point. 

My item was returned to me because it failed authentication. It was marked as delivered by the shipping partner, but I didn't receive it: 
If the tracking shows that your package was delivered but you didn't receive it, we ask you to ask your neighbors whether the package may have been accidentally delivered an incorrect address was delivered, or to check whether the package was left at the reception of your residence.

If you still cannot find your package, contact AP sneaker support and we will initiate an investigation together with the shipping partner. If you have already opened an investigation with the shipping partner, please let us know as we need to conduct our own internal investigation.

As part of this investigation, you will be required to provide an affidavit for our records. You can find more information about the procedure and access the affidavit form.

After completing the affidavit, go to the help page on AP sneaker and click "Contact Us" at the bottom of the page to create a support case ("Selling > Current Order - Sales > Returned Item Status") and hang the affidavit as a PDF file so that we can continue the investigation.

• Eligibility: You must contact AP sneaker within 3 days of your package being marked as "Delivered" in the tracking info so that we can initiate a claim for your package.

As soon as we receive information from the shipping partner, we will contact you.

My item was returned to me because it failed authentication, but it was delivered in damaged condition:
If you received your item back from the shipping partner in damaged condition, please provide AP sneaker support with your order number and photos of the issue so we can initiate an investigation.

• Eligibility: You must contact AP sneaker within 3 days of your package being marked as "Delivered" in the tracking info so that we can initiate a claim for your package. For this type of claim, be sure to include a photo that shows the entire shipping box.

My item was returned to me because it did not pass verification, but could not be delivered due to using an unverified address: 
AP sneaker cannot file a claim with the shipping partner on your behalf if an unverified address was used.

• Eligibility: To ensure safe delivery of your item by our shipping partner, we always recommend choosing an address that can be verified in our system. If you choose to proceed with shipping with an unverified address, AP sneaker will not be responsible for the item and your right to make a claim will therefore be forfeited.

My consolidated shipment has arrived at the inspection center, but one item is missing: 
We recommend that you thoroughly inspect your consolidated shipment before shipping it to our facility.

• Eligibility: We cannot make a claim for items missing upon shipment arrival.

I used a PO Box address for return delivery but never received my item back. 
Buyers and sellers on the platform are prohibited from using PO Boxes for deliveries. Therefore, we cannot process claims for items delivered to PO Boxes.



Can I change my delivery address after confirming purchase?
Up to a certain point in time, it is possible to change your delivery address after confirmation of purchase.

The easiest way to ensure your item is delivered to the correct address is to verify that the shipping address is correct before purchasing an item. The address we have on file will be used for all purchases you make via AP sneaker.

If you have a new address and forgot to change it on AP sneaker, you can request an address change after purchasing an item, as long as this is done before the item is inspected. To request an address change, contact us with the following information:

• All relevant information about your order
• Your new address
• Proof of identity and address

AP sneaker cannot change the destination country of a delivery once an order has been confirmed. We therefore recommend that you check all shipping details for accuracy before placing an order.



How does shipping on AP sneaker work for sellers?
After a buyer has purchased an item on the AP sneaker platform, you as the seller will receive an email confirmation with the shipping deadline. You can also find this information in your account in the Sell > Pending section of your seller page.

Along with an overview of your pending sales, AP sneaker also provides you with a shipping label and invoice to print out.

• The invoice must be placed in the box along with the item so that AP sneaker staff can check the item sent.
• The shipping label must be attached to the outside of the box so that it can be scanned when dropped off at the shipping partner.

Typically, within two business days of the sale on AP sneaker, you will be expected to print the label and invoice, package the item, and drop it off at AP sneaker's designated shipping partner



How do shipping and sales tax work for European buyers?
The processing fees charged on each transaction reflect the actual cost of taxes applicable in Europe. For our European buyers, this means a more transparent pricing policy that allows you to keep a full overview of costs. However, when your shipment is delivered, customs costs may still apply or new sales tax may be levied. Please inform us if this is the case. This applies to ALL countries in the world. 

The shipping and sales tax update applies to the following 32 countries:

• Austria
• Belgium
• Bulgaria
• Croatia
• Republic of Cyprus
• Czech Republic
• Denmark
• Estonia
• Finland
• France
• Germany
• Greece
• Hungary
• Iceland
• Ireland
• Italy
• Latvia
• Liechtenstein
• Lithuania
• Luxembourg
• Malta
• Netherlands
• Norway
• Poland
• Portugal
• Romania
• Slovakia
• Slovenia
• Spain
• Sweden
• Switzerland
• United Kingdom

How do customs affect international shipping?
Factors that may affect the customs clearance process include the importing country, shipment arrival time, product and value. If the tracking information on your order indicates that customs requires additional information to release your shipment, your country may require you to provide proof that you are the resident importer of the shipment. In this case, you will receive a message from the shipping partner with the unique tracking number and instructions on how to complete the process. Please note that messages will be sent to the contact address you provided along with the shipping address.

If your item was shipped internationally and you have waited more than 5 days after shipping from the inspection center without an update, we are happy to assist you. In this case, please contact us directly for more information.



How quickly do I have to ship my item after a sale?
Once you have sold an item on AP sneaker, you can view pending orders on the Buy tab on AP sneaker. Alternatively, you can go to My Account > Sell > Pending to see all open orders that you still need to ship. You can also access the shipping label and invoice there.
As a seller, you must ship items by the date you provided at the time of sale. Shipping times may vary depending on the item sold, as described below:

• Newly released sneakers - three business days

If you are unable to ship items within the specified shipping timeframe, you can request a 24-hour shipping extension in your AP sneaker account. Please note that this feature is currently only available to select sellers participating in the Automatic Shipping Extensions Pilot Program.

You must package your item in accordance with AP sneaker shipping policies.

This generally means that you must include the appropriate invoice with the item in the box and attach the shipping label to the outside. For more information about packaging specific items sold on our website, please see the individual product categories:

- Sneakers

Can I reuse an old box for shipments to AP sneaker?
Yes, you can use an old box to send an item to AP sneaker as long as you follow some general guidelines.

• Make sure the box is not larger than the shipping item by more than 2 inches on any side.
• Remove any old labels, stickers, and barcodes from the shipping box.
• Remove any hazardous materials stickers or warning labels from the box.

How can I check if the seller shipped my item?

If you received an email with the subject “Order shipped to AP sneaker,” your item has been submitted by the seller for delivery to AP sneaker.

Additionally, as a buyer, you can always check the status of a current order by viewing your pending orders in the Buy tab in AP sneaker. To do this, click My Account > Buy. Typically, this information is updated before the corresponding email is received, so you can check the status of your purchases timely and often.



What happens after the seller ships the item?
After the seller drops off the item, the item is delivered to an AP sneaker testing center where our team inspects the item to ensure it meets AP sneaker quality standards. Then (and only then) will the item be packaged for delivery to you.



What delivery options do I have as a buyer if my shipping partner is DHL?
Deliveries with DHL can be managed via the on Demand Delivery (ODD) tool. Using ODD, a package can be held at a specified service point for a specific period of time. When you contact DHL, you can set your own time frame for holding a package until delivery. The maximum duration is subject to approval by DHL.

Additional DHL On Demand offers:

• 30 day holiday retention

Please note that not all of these options are available to all buyers and AP sneaker cannot make these changes or manage requests on your behalf.

If you use a shipping partner's tools to change your delivery address (change of address, delivery window), a claim for this package can no longer be submitted via AP sneaker if it was not delivered or was delivered damaged.

For more information about ODD, visit the DHL website: DHL On Demand



What should I do if my item is lost or stolen after delivery?
If your shipping partner says your item was delivered but you didn't receive it, it's understandable that you're worried. In this case, the first thing you should do is check with your neighbors to see if your delivery may have been dropped off by mistake.

If nothing was dropped off, contact us so we can begin an investigation with the shipping partner. If you have already opened an investigation with the shipping partner, please let us know as we need to conduct our own internal investigation.

As part of this investigation, you will be required to provide an affidavit for our records. You can find more information and access the affidavit form.

After completing the affidavit, go to the help page on AP sneaker and click "Contact Us" to create a support case ("Buy > Current Order or Purchase > Item incorrectly shown as delivered") and the affidavit Attach it as a PDF file so that we can file a claim for you.

• Authorization: You must contact AP sneaker within 3 days of your package being noted as “Delivered” in the tracking info so that we can initiate a claim.
• Timeframe:This investigation may take up to 10 business days from the time it is initiated.

If you used a forwarding service, a claim cannot be filed for an order recorded as delivered to this address.

For other scenarios you should consider if your item cannot be found or if it was damaged during shipping and a damage claim is being determined.

What should I know about international shipping?
Due to AP sneaker's all-in-ask pricing model (everything included in the price), we strive to connect you with a seller near you so you can receive your item faster and avoid processing fees. However, this varies from region to region and there may not be a seller in your region that offers the item you want.
You can find out when you should expect to pay duties and taxes in these FAQs: On AP sneaker FAQ.

Do I need to provide a business invoice when shipping internationally?
Due to our all-in pricing model, AP sneaker will always try to find a buyer in the same country if possible. If you need to ship internationally, we will provide you with a business invoice along with your shipping label. If you don't see a business invoice under Active Sales, you don't need one for your delivery.


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Guidelines


What does the right of withdrawal mean for EU/UK customers?
The EU and UK consumer right of withdrawal gives buyers in these countries the right to cancel a purchase within 14 days of receiving the goods. This rule also applies to AP sneakers, and if you would like to exercise your right of withdrawal, please contact us.

You can use the following script to submit your application. You can copy and paste this script into your first message to our support team. Please state the exact reason why you would like to withdraw from the contract.

I/we (*) hereby revoke the contract concluded by me/us (*) for the delivery of the following goods (*) or for the provision of the following services:

Specify the following:

• The date the item was ordered
• The date the order was received (if applicable)
• The order number (if available)
• The name of the product(s).
• The name
• Your full address (including zip code, city and country)
• Photos of the item with the green AP sneaker inspection tag still attached

After receiving your application, our support team will usually respond to you within 48 hours.



What should I know about my right of withdrawal as an EU/UK customer?
In the event of a cancellation request, AP sneaker requires that the item in question be returned to us in the condition in which it was delivered, with the AP sneaker Authentic Tag still attached.

We reserve the right to refuse late returns and returns of items that are not in the same condition in which the buyer received them.

If you have already received the item, the right of withdrawal ends 14 days after the start of the withdrawal period. Example: You received the item you ordered on Tuesday, March 1, 2022. The withdrawal period begins on Wednesday, March 2, 2022. The withdrawal period ends on Wednesday, March 16, 2022.



In which countries can the right of withdrawal be exercised?
The right of withdrawal can be exercised in the following countries:

EU-countries:

• Austria
• Belgium
• Bulgaria
• Croatia
• Cyprus
• Czech Republic
• Denmark
• Estonia
• Finland
• France
• Germany
• Greece
• Hungary
• Ireland
• Italy
• Latvia
• Lithuania
• Luxembourg
• Malta
• Netherlands
• Poland
• Portugal
• Romania
• Slovakia
• Slovenia
• Spain
• Sweden 

If your country of residence is not on this list, you will be subject to AP sneaker's normal return/exchange policy.



What is AP sneaker's return policy?
AP sneaker is a live marketplace and prices fluctuate in real time based on supply and demand. Once there is a match between a bid and an offer, an order is created and we cannot offer returns, exchanges or exchanges. However, you can always sell the item again on our platform if you no longer want to keep it. Visit the Sell page for information on how to get started as a seller on AP sneaker.

While no returns or exchanges are possible, every purchase on AP sneaker is backed by our Buyer Promise. If we make a mistake (for example, if we send you an incorrect item or inspect an item incorrectly), we will correct it.

If you are based in the EU or UK and would like to exercise your right to cancel, please see the following FAQ article for more information.Sometimes there may be an issue with an order that is not supported by our Returns Policy or Buyer Promise. In these cases, we advise you to resell the item on AP sneaker. We cannot provide support for the following problems:

• Wrong size: We do not offer returns, exchanges or exchanges - even if you ordered the wrong size or the item does not fit as expected.
• Items that have a release date of 2 years ago and have age-related damage: Some items available on AP sneaker have an original release date many years ago. Despite the requirement that all items offered for sale must be unworn, we also take the age of the item into account in our review process. Due to the natural aging of some products, age-related structural deterioration may occur in certain product types, such as sneakers.
• Price Fluctuations: Prices on AP sneaker fluctuate in real time depending on supply and demand in the marketplace. We cannot offer buyers a refund or credit if the item's price drops after purchase. We cannot cancel orders for sellers if the item's price increases after your sale. We maintain this policy to protect the integrity of the marketplace.

What happens if a seller ignores the rules?
Failure to complete a sale may result in a penalty fee equal to 15% of the transaction price; the minimum fee is US$15 or the local currency equivalent. 

A penalty fee may be charged to your account if you do not ship the item within the allotted time frame (typically two business days) or if you sell an item and pay it to AP sneaker send that does not meet our item condition guidelines or in any way does not exactly match the item description on AP sneaker. 

AP sneaker does not guarantee the return of the original receipt to you if an item does not pass inspection. 

AP sneaker is under no obligation to return items on your costs to return items that do not correspond to the description (including because the item is not new and unworn, is not the correct size stated, or did not come with an original box) or are counterfeits (in which case AP sneaker these items). to the relevant authorities).

For more information about this policy, please see our Terms and Conditions.



What is the AP sneaker buyer promise?
We have made it our mission to offer AP sneaker users a safe experience when buying and selling globally sought-after sneaker items from contemporary culture. Since our founding, more than hundreds of thousands of items have passed through our rigorous testing process. Our goal has always been to give customers access to the most sought-after products without our users having to worry about receiving incorrect or inauthentic items.

The AP sneaker Buyer Promise guarantees that buyers will receive support if we make a mistake (for example, if we send you the wrong item or inspect an item incorrectly). Send us in this unlikely event within three days from receipt of the item a support request as part of the Buyer Promise. We will ensure that the problem is resolved quickly. Since a case must be opened within three days of receipt, you should open and inspect your package as soon as you receive it to make sure everything is as expected. To be eligible under our Buyer's Promise, the item must be unworn and in the condition in which it was delivered with the AP sneaker tag still attached.

If AP sneaker requests the item back, please allow a processing time of approximately five business days from receipt of the item to resolve the issue. 

Further information about our inspection process can be found on the Inspection page. 

You can learn more about our broader returns policy in the FAQs.



What is AP sneaker?

AP sneaker is not like any other e-commerce website. We are an active marketplace where limited edition sneakers are bought and sold. Buyers have the opportunity to make a purchase at the best prices from all sneaker marketplaces and sellers put the sneakers for sale at our live prices, and as soon as a purchase is made, the transaction is carried out automatically - at the real market price.

How does AP sneaker handle sales tax in America?
AP sneaker currently collects taxes in 44 US states and Washington D.C. The only exceptions are listed below:

• Alaska
• Delaware
• Missouri
• Montana
• New Hampshire
• Oregon

For more information about tax exemptions in states other than those listed above, see this page: Sales Tax Exemption.

How is sales tax collected?
For buyers, sales tax is charged on purchases based on the shipping address, not the billing address. Sales tax applies to all state purchases, although some states include shipping costs in the sales tax calculation while others do not. This depends on state law and is not at the discretion of AP sneaker.