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FAQ
MY ACCOUNT
On the home page, click on the icon "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.
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.
Information that you provide to A.P.C. will never be shared with, or sold to, other businesses.
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).
To delete your customer account, please contact A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.
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 A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.
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 A.P.C.
In accordance with the French "informatique et libertés" law of January 6, 1978, you have the right to access, modify and delete your personal data.
After their first order, the A.P.C. customers agree to receive the newsletter.
If you have a customer account, click "Account" then "Newsletter Subscriptions", and uncheck the corresponding box.
In accordance with the French "informatique et libertés" law of January 6, 1978, you have the right to access, modify and delete your personal data.
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. 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.
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".
All orders that we confirm before 11am (CET), Monday through Friday, will be processed and shipped the same day.
Orders placed on Saturdays, Sundays or public holidays will be confirmed, processed and shipped the next working day.
Orders we confirm after 11am (CET) will be processed and shipped the next working day.
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 A.P.C.,
- "Validated": your order has been confirmed by 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 A.P.C.,
- "Closed": your return has been processed by A.P.C.
Guest customer experience
Click here then enter your order number, e-mail address and the name used when you placed your “guest” order. This information can be found in 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 A.P.C. customer service by phone at +33 1 53 63 43 79 or by clicking here.
Please contact A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.
When a product is not available online, A.P.C. will offer you the same product from one of the A.P.C. stores, subject to stock availability.
Items purchased from an A.P.C. store are considered as special orders and sent by Colissimo or UPS in separate packages within a maximum of 5 working days.
If your order is comprised of items from both the A.P.C. website and one of the A.P.C. stores, your items will be sent to you in two different packages: one for products bought “Online”, and a second for those coming from the “Store”.
When a product is completely sold out, we invite you to subscribe our stock alert by clicking on "Notify me when available".
Packaging options
To further reduce its impact on the environment, 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.
The gift packaging option costs €3 inc. VAT. Part of the amount raised will be donated to the GoodPlanet Foundation.
Founded in 2005 by Yann Arthus-Bertrand, the foundation aims to make ecology and humanism a central issue in order to encourage people to take concrete action for the Earth and its inhabitants.
Selecting the Gift packaging option allows you to add a personalised card to your order (excludes loyalty scheme orders and those from store 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
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.
All transactions on the 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.)
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 A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.
MY DELIVERY
We can ship to any country worldwide, with the exception of North America (USA and Canada), Japan, South Korea and Australia.
To ship an order to these countries, please log into their dedicated websites:
- For the USA and Canada, please click here
- For Japan, please click here
- For South Korea please click here
- For Australia please click here
All payment are made in Euro on apcshop.com, all our shipments to destinations outside the European Union, in addition to Switzerland and Norway, are shipped free of VAT. Tax costs will be invoiced to you by the carrier upon reception of the package, depending on the laws of the destination country.
France and Monaco
For orders with "Online" items, A.P.C. offers three delivery methods:
- Collection point delivery – Chrono Relais
- Home Delivery – Standard (e.g. Colissimo)
- Home Delivery – Express (e.g. Chronopost)
"Online" items are dispatched the same day if your order is placed from Monday to Friday before 11am. Orders placed on a Saturday, Sunday or public holiday will be validated and dispatched on the next working day. Orders validated by our staff after 11am will be processed and dispatched on the following working day,
For orders with "Store" items only, A.P.C. offers two delivery methods:
- Home Delivery – Standard (e.g. Colissimo)
- Home Delivery – Express (e.g. UPS)
“Store” items will be delivered within a maximum of 5 working days.
When your cart contains both "Store" items and "Online" items, you are free to choose the delivery method for the two packages from those available on the website.
The choice of courier to transport your order will be made by our logistics officer when said order is due to be dispatched, in accordance with certain criteria. A link allowing you to track your package will be sent to you by email and will also be available through your customer account, within 24 hours after dispatch.
Shipping is charged at a flat rate, as follows.
Delivery to a Chrono Relais collection point (France only) and standard home delivery are available for free for all orders equal to or greater than 250€ / 250£ / 1716 DKK (including taxes), 208€ for Switzerland and 500€ for others non European countries.
France and Monaco
- Collection point delivery – Chrono Relais (France only): €4, 1 to 3 working days
- Home Delivery – Standard: €7, 1 to 3 working days
- Home Delivery – Express: €15, 1 to 2 working days
Europe & international
- Collection point delivery – Chrono Relais: from €9, 2 to 5 working days
- Home Delivery – Standard: from €11, 2 to 5 working days
- Home Delivery – Express: from €20, 2 to 3 working days
For some countries, shipping times and prices will be recalculated when you will place the order.
United Kingdom
- Home Delivery – Express: £20, 4 to 6 working days.
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.
It is not possible to deliver orders to an A.P.C. store.
For security reasons, we are not able to ship to post office boxes.
"Address Book" section in "Account allows you to store up to seven different shipping addresses.
Once your order has been confirmed, if you want to change the shipping address, please contact A.P.C. customer care as soon as possible, by calling + 33 (0)1 53 63 43 79 or by clicking here. Although we will do our best, we cannot guarantee that such requests can be taken into account.
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. A.P.C. customer care can then be contacted by calling + 33 (0)1 53 63 43 79 or by clicking here.
Please contact A.P.C. customer care as soon as possible, by calling + 33 (0)1 53 63 43 79 or by clicking here.
Please contact A.P.C. customer care as soon as possible, by calling + 33 (0)1 53 63 43 79 or by clicking here.
MY EXCHANGES
It is not possible to exchange items online.
If when you receive an item it does not suit you, you should raise a return request online as per the terms and conditions set out in the RETURNS section and, if necessary, place a new order.
MY RETURNS
Products must be returned in new condition and in their original packaging.
Products cannot be returned if they are incomplete, damaged, soiled, or if they have been worn. For reasons of hygiene, undergarments cannot be returned.
Registered customer experience
To return a product, you must first obtain a return authorization.
Log into your account, display the associated order, and follow this procedure:
- Request a return authorization by selecting the product(s) you want to return. Enter the reason for the return. You may optionally enter your comments.
- Prepare the item(s) being exchanged, in its/their original inner and outer packaging.
When your request has been authorized by A.P.C. customer care, you will receive an e-mail with a prepaid UPS label. The return shipping charges are paid by A.P.C.
You only have to print it and place it on the parcel.
The package can then be dropped off at one of the courier's collection points (see instructions on the prepaid return label).
Guest customer experience
Click on the "request a return" link in the website footer. Enter your order number, e-mail address and the name used when you placed your “guest” order. This information can be found in the order confirmation e-mail that you received.
Click on “request a refund,” tick the products to return, then select the reason for the return and add comments if desired.
Prepare the return items in their original packaging. Once the return request is accepted by A.P.C. customer service, you will receive a prepaid return label by e-mail.
Print the label and attach it to your package.
Then, take your package to a drop-off location of the parcel delivery service (see instructions on the prepaid return label).
The time limit is 14 business days, counting from the delivery date.
A.P.C. will cover return postage costs, for returned items only the purchase price will be refunded.
In accordance with French law (the "loi Châtel"), you are entitled to withdraw your order by returning the merchandise to us within seven days. You will then be refunded for the returned products, as well as for the outward shipping charges. Beyond these 7 days, A.P.C. takes care of the expenses of return; only returned articles will be refunded you in the cost price.
Additionally, article L.121-20-1 of the French consumer code stipulates that "when the right of withdrawal is exercised, the vendor shall refund the customer all amounts paid as soon as possible and in any case within the 30 days following the date when this right was exercised. Past this time, the amount due is, by operation of law, subject to interest at the legally-applicable rate."
If you request the return within 14 days of receiving the parcel, A.P.C. will pay return shipping charges. Once the request is authorized by A.P.C. customer care, we will send you an e-mail with a prepaid return label that you should affix to the parcel containing your returns.
Please note: Only the first return per order is free of charge. Any additional return requests for the same order will be at the customer's expense. For subsequent returns, you must contact customer care to get the return shipping address and provide the tracking number for your parcel.
Once your return package has been received and validated, the refund will be processed on the following days. You will receive an email confirming the refund.
A.P.C. will refund your order, including delivery costs, on the day the return items are received.
To determine the status of your return, please contact A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.
Your return may be refused for three reasons:
- Return request made too late (over 14 days after receiving your initial order),
- If you return the item after the deadline (more than 14 days after you raise an online return request),
- Item being returned was received in unacceptable condition.
products must be returned in pristine condition and in their original packaging. Products may not be returned if they are incomplete, damaged, soiled, or if they have been worn.
For more information, please contact A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.
Our stores and our website operate independently, products must be returned to the same entity from which they were bought.
OUR PRODUCTS
The website features our current collection, as well as current collaborations. If you do not find the product you are looking for, please contact A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.
Please contact A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.
You will find its principal characteristics on the product page (description, composition, care instructions…)
If you would like other information about a product, please contact A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.
After a period of one year, our previous collections are available at:
SURPLUS A.P.C.
20 rue Andre del Sarte
75018 Paris
+33 1 42 62 10 88
From Tuesday to Saturday, 11:00 pm to 7:30 pm
Sunday, 12:00 pm to 6 pm
And also in the Surplus category, available online.
CUSTOMER CARE
You can send an e-mail to info@apc.fr or use "Contact" in the top right menu. Customer care representatives are also available by calling + 33 (0)1 53 63 43 79 Monday to Thursday from 9:30 am to 12:30 pm and from 2 pm to 6 pm, and Friday from 9:30 am to 12:30 am and from 2 pm to 4:30 pm.
Please contact A.P.C. customer care, mentioning all relevant information so that we can respond as quickly as possible.
ABOUT A.P.C.
If you do not receive an answer from APC customer service within 2 months, you have the opportunity to enter a mediator of the dispute free of charge.
You can contact the mediator at the following address:
A.P.C.
39 rue Madame
75006 Paris
You can find more information on the mediation process on the European Online Dispute Resolution Platform (RLL) between consumers and professionals by clicking here.
You can obtain the addresses of our points of sale by clicking on "Stores" link on the website.
You can stay informed about the latest news from A.P.C. by subscribing to the A.P.C. newsletter.
Please send a covering letter, a letter of application and your CV to the following address: apply@apc.fr
Please contact our wholesale department by clicking here, selecting Wholesale as subject.