Frequently Asked Questions
MY ACCOUNT
How can I create my customer account?
On the home page, click “Account”, and then follow the instructions on the screen, which will guide you through the creation of your account. When you log into your account, you can display your order history, change your password and delivery addresses, administer your subscription to the newsletter and manage your returns.
Placing an order without creating an account?
It is possible to place an order without creating an account. Simply click on “Continue as a guest” from the login pop-in. If your e-mail address already exists, you can sign into your account or continue as a guest. Please note: if you continue as a guest, you cannot collect points for your purchase, even if you already have an online account with a loyalty number. Once your “guest” order is placed, you can create your account to save your delivery addresses, track your orders, view your receipts and request returns.
Do you share my personal information with third parties?
Information that you provide to Online shop A.P.C. will never be shared with, or sold to, other businesses.
How can I update the information in my customer account?
On the home page, click “Account”, and then click the appropriate category (Account Information, Credits Cards, Address Book, My Orders, Exchanges and Returns, Newsletter Subscription).
How can I delete my customer account?
To delete your customer account, please contact our customer care team. You can get in touch through the contact form available on our website.
What should I do if I forget my password or if I have trouble logging in?
If you are unable to log in, click “Forgot your password”. You will receive a new password by e-mail. You can then log in and modify it in “Account” / “Account Information” / “Change password”. If you continue to have trouble logging in, please contact our customer care team for assistance.
ONLINE SHOP A.P.C. NEWSLETTER
How can I subscribe to the Online shop A.P.C. newsletter?
On the website, click “Newsletter” in the top right menu or “Subscribe” at the bottom of the page, and then enter your e-mail address. You will receive the latest news from Online shop A.P.C. In accordance with data protection laws, you have the right to access, modify and delete your personal data. After their first order, the Online shop A.P.C. customers agree to receive the newsletter.
How can I unsubscribe from the Online shop A.P.C. newsletter?
If you have a customer account, click “Account” then “Newsletter Subscriptions”, and uncheck the corresponding box. In accordance with data protection laws, you have the right to access, modify and delete your personal data.
My Order
How can I place an order?
Search by product type, by using looks or by search tool, and choose one or more products. Select the colour and size that you want, and then add the products to your bag. Finally, click the bag to log in and follow the steps to place your order.
Must I create a customer account to place an order?
It is possible to place an order without creating an account. Simply click on “Continue as a guest” from the login pop-in.
Can I modify or cancel my order?
All completed orders are immediately sent to our logistics department in order to be shipped as soon as possible. It is therefore already on its way and cannot be cancelled and/or modified. You have 14 days from receipt of your order to return it to us. Online shop A.P.C. will pay for the cost of returning the goods if they conform to our conditions. For more details on how to request a return, see the MY RETURNS section.
How can I be sure that my order has been confirmed?
You will receive an e-mail once your order has been confirmed. You can also check the status of your order at any time by logging into your customer account and clicking “My Orders”.
How can I view the status of my order?
Registered customer experience
To view the status of your order, log in and click “My Orders”. This will allow you to display all your orders and their current status.
The order status codes are:
- “Waiting for confirmation”: your order is waiting to be confirmed by Online shop A.P.C.,
- “Validated”: your order has been confirmed by Online shop A.P.C.,
- “Being prepared”: your order is being processed by our logistics group,
- “Shipped”: your order has been transferred to the carrier,
- “Complete”: your order has been delivered to the delivery address that you specified,
- “Cancelled”: your order has been cancelled by Online shop A.P.C.,
- “Closed”: your return has been processed by Online shop A.P.C.
Guest customer experience
To track your order, please refer to the order confirmation e-mail that you received. You can track your order and/or request a return. In case of a problem, please contact our customer service team.
What can I do if I have trouble placing an order?
If you encounter any difficulties, we recommend refreshing your browser, ensuring your payment information is correct, or trying a different payment method. For persistent issues, please contact our customer care team.
When a product is not available, what do the codes mean?
When a product is not available online, Online shop A.P.C. will offer you the same product from one of our partner stock locations, subject to stock availability. Items purchased from a partner location are considered as special orders and sent by our carriers in separate packages. If your order is comprised of items from both the Online shop A.P.C. website and a partner location, your items will be sent to you in different packages. When a product is completely sold out, we invite you to subscribe our stock alert by clicking on “Notify me when available”.
How can I view my invoices?
To view an invoice in PDF format, first log into “Account”, choose the corresponding order in “My Orders” section. Then, click on “Print my invoice”. In case of difficulties in downloading your invoices, please contact our customer care team.
Packaging options
What are the various packaging options?
To further reduce its impact on the environment, Online shop A.P.C. has redesigned its product packaging to cut down on the amount of material being used. Standard packaging for our orders is plain and recyclable. Inside the box or padded envelope: your products are packaged in recyclable tissue paper for clothing and a reusable protective cover for coats, suits and accessories. Gift packaging adds a pouch or tote bag made from recycled and recyclable fabric to the standard packaging. Items for gifting are packed in this accessory, which can be reused or recycled. Gift packaging is available in various colours and sizes. The options will depend on the number of items to be packed and stocks available. Gift packaging is limited to one per order.
Is it possible to include a personalised card with my gift?
Selecting the Gift packaging option allows you to add a personalised card to your order (excludes loyalty scheme orders and those from partner stock). Your message must comply with certain layout guidelines (max. 500 characters and 60 characters per line). When entering your message, line breaks are added automatically. The personalised card is added when your order is prepared.
PAYMENT
Is my payment secure?
During the payment process, the padlock symbol will appear in your browser to confirm that your connection is encrypted and secure. Authorization servers are then consulted in order to verify the payment data and combat abuse and fraud. SSL encryption technology ensures the security of the data that you enter during the banking transaction.
What are the means and conditions of payment?
All transactions on the Online shop A.P.C. website take place in Euros. We accept the following credit cards as means of payment: Credit Card, Visa, MasterCard and American Express as well as PayPal, Shop Pay and Klarna (several options available depending on the country of delivery: 3 fee- and interest-free instalments, payment within 30 days, etc.)
Why was my payment refused?
When your order is being confirmed, we ask your bank for a preauthorization. If it is not granted, we are obliged to refuse your order and it will not be processed any further. For more information, please contact our customer care team.
MY DELIVERY
What countries can you ship to?
We can ship to any country worldwide, with the exception of some specific regions. For shipments to destinations outside the European Union, shipments are processed free of VAT. Applicable taxes and duties will be the responsibility of the recipient, in accordance with the laws of the destination country, and may be invoiced by the carrier upon delivery.
What carrier do you use?
We work with a selection of reputable international carriers to deliver your orders. The choice of courier to transport your order will be made by our logistics team based on your destination and service level. A link allowing you to track your package will be sent to you by email and will also be available through your customer account.
What are the shipping times and charges?
Shipping times and charges vary depending on your delivery destination and the service level selected (e.g., Standard or Express). The exact costs and estimated delivery windows will be clearly calculated and displayed for you during the checkout process before you confirm your order.
How can I track the delivery of my parcel?
Log into your account, and then click “My Orders”. The status of your orders will be displayed. A link allows you to track the delivery of your parcel. When your order is shipped, you will receive an e-mail containing the tracking number and a link to the carrier’s website.
Can my order be picked up at a store?
It is not possible to deliver orders to a physical store for pickup.
Do you ship to post office boxes?
For security reasons, we are not able to ship to post office boxes.
Can my order be shipped to an address other than the billing address?
“Address Book” section in “Account allows you to store up to seven different shipping addresses.
Can I change the shipping address once my order has been confirmed?
Once your order has been confirmed, if you want to change the shipping address, please contact our customer care team as soon as possible. Although we will do our best, we cannot guarantee that such requests can be taken into account.
I have not received my parcel. What should I do?
If you have not received your parcel within the planned schedule, please log into your account, click on “My Orders”, and display the order status and the delivery tracking information. In case of a problem, please contact our customer care team.
My parcel was damaged in transit. What should I do?
If, upon delivery, you find that your parcel is damaged, we recommend that you indicate this on the delivery slip, signed for and with written details. Our customer care team can then be contacted for further assistance.
A product is missing in my parcel. What should I do?
If you find an item is missing from your delivery, please check the packing slip against the items received. Then, contact our customer care team immediately with your order details, and we will investigate and resolve the issue promptly.
I have received a defective product. What should I do?
If you believe you have received a product that is faulty or defective, please contact our customer care team. Provide your order information and details about the issue, and we will guide you through the next steps for a resolution, which may include an exchange or return.
MY EXCHANGES
Under which conditions can I exchange an item?
Exchanges are accepted within 14 days of receiving your order, provided the items are unworn, unwashed, and in their original condition with all tags and packaging intact. For hygiene reasons, certain items may not be eligible for exchange. Please contact our customer care team to initiate an exchange request.
How do I request an exchange?
To request an exchange, please log into your customer account, navigate to “My Orders”, and select the order containing the item you wish to exchange. Follow the prompts to initiate a return for exchange. If you checked out as a guest, please use the link provided in your order confirmation email. You will receive instructions and a pre-paid return label if applicable.
What are my exchange options?
You may exchange an item for a different size or colour of the same product, subject to availability. If the desired variant is not available, we will process a refund to your original payment method. We recommend checking the website for current stock before requesting your exchange.
Who pays for the return shipping for an exchange?
Online shop A.P.C. will provide a pre-paid return shipping label for exchanges, provided the return is within our policy conditions and the items are being exchanged for a different size or colour of the same product. Please follow the instructions provided in your return authorization.
How long does an exchange take to process?
Once we receive your returned item at our warehouse, our team will inspect it to ensure it meets our return conditions. Upon approval, we will ship out your exchange item. The total processing time, from when we receive your return to when your new item is dispatched, typically takes a few business days. You will receive email notifications at each stage.
MY RETURNS
Under which conditions can I return an item?
Returns are accepted within 14 days of receiving your order, provided the items are unworn, unwashed, and in their original condition with all tags and packaging intact. For hygiene reasons, certain items such as underwear, swimwear, and pierced earrings are final sale and cannot be returned unless faulty.
How do I request a return and obtain a return label?
To request a return, please log into your customer account, go to “My Orders”, and select the relevant order. Follow the steps to generate a return authorization and a pre-paid return label. If you placed an order as a guest, please use the link and order details from your confirmation email to access the return portal.
Who pays for the return shipping?
Online shop A.P.C. covers the cost of return shipping for orders that meet our return policy conditions. A pre-paid return label will be provided through our online returns portal. Please note that returns sent back without using our authorized method or label may not be accepted, and refunds may be subject to a deduction for shipping costs.
How long does it take to receive my refund?
After we receive your return at our warehouse, it undergoes a quality control check. Once approved, your refund will be processed back to your original payment method. The time for the refund to appear in your account can vary depending on your bank or payment provider but typically takes 5 to 10 business days from the date we approve the return. You will receive an email confirmation once the refund has been issued.
Can I return an item purchased in a physical store to the online shop?
Items purchased in a physical retail store cannot be returned or exchanged through the Online shop A.P.C. website. Please return these items directly to the store where the purchase was made, in accordance with that store’s return policy.
What is your policy on final sale items?
Items marked as “Final Sale” at the time of purchase cannot be returned or exchanged unless they are faulty. Please review product descriptions carefully before purchasing final sale items.
PRODUCT INFORMATION
How do I find the right size?
We provide detailed size guides for all clothing categories. You can find the size guide link on each product page. We recommend comparing your measurements with those in the guide for the best fit, as sizing may vary between different styles and collections.
How should I care for my garment?
Care instructions are located on the label inside each garment. We recommend following these instructions carefully to maintain the quality, color, and shape of your item. General tips include washing similar colors together, using mild detergents, and avoiding excessive heat when tumble drying.
Are your products sustainably made?
Online shop A.P.C. is committed to responsible practices. We focus on creating durable, timeless pieces and are continuously working to improve our environmental and social impact across our supply chain. Specific initiatives and material information can often be found in product descriptions or on our website.
Do you offer repairs?
We believe in the longevity of our products. While we do not offer a standard repair service for all items, we encourage you to contact our customer care team if you have an issue with a product’s craftsmanship. We will review your inquiry on a case-by-case basis and advise on the best course of action.
LOYALTY PROGRAM
Do you have a loyalty program?
Yes, we value our customers and offer a loyalty program. You can earn points on your purchases when you are logged into your customer account. Guest checkouts do not qualify for points. Please visit the “My Account” section or look for information on our homepage to learn more about the benefits and how to join.
How do I collect and use my loyalty points?
Points are automatically added to your account after a qualifying purchase is completed and shipped. You can view your point balance in your account dashboard. Points can typically be redeemed for discounts on future orders during checkout. Specific redemption values and rules are detailed within the loyalty program terms and conditions on our website.
OTHER QUESTIONS
Do you offer gift cards?
Yes, Online shop A.P.C. offers digital gift cards. They can be purchased directly on our website and delivered via email to the recipient. Gift cards can be used for purchases online and may have specific terms regarding validity and use, which will be provided at the time of purchase.
How can I contact customer service?
For any questions not covered in this FAQ, our customer care team is here to help. The primary way to contact us is through the contact form available on our website. We strive to respond to all inquiries within a reasonable timeframe.