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.
A.P.C. Questions
1. My account
1.1 How can I create my customer account?
1.2 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
1.3 Do you share my personal information with third parties?
Information that you provide to A.P.C. will never be shared with, or sold to, other businesses.
1.4 How can I update the information in my customer account?
On the home page, click "Account", and then click the appropriate category (Overview, Account, Orders, Returns, Loyalty Scheme, Address book, Payment methods, Newsletter).
1.5 How can I delete my customer account?
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.
1.6 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 A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.
3. My Order
3.1 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.
3.2 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.
3.3 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. 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.
3.4 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".
3.5 How soon will my order be processed?
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.
3.6 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 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.
3.7 What can I do if I have trouble placing an order?
Please contact A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.
3.8 When a product is not available, what do the codes mean?
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".
3.9 How can I view my invoices?
4. Packaging options
4.1 What are the various 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 25 DKK 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.
4.2 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 store stock order).
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.
5. Payment
5.1 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.
5.2 What are the means and conditions of payment?
All transactions on the A.P.C. website
take place in Danish krone (DKK).
We accept payment via the following bank
cards: CB, Visa, Mastercard, American Express, as well as payments by Paypal,
Amazon Pay and Klarna (several options available depending on the country of
delivery: 3 fee- and interest-free instalments, payment within 30 days, etc.)
5.3 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
A.P.C.
customer
care, by calling + 33 (0)1 53 63 43 79 or by clicking here.
6. My delivery
6.1 What countries can you ship to?
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
our shipments to Denmark are inclusive of taxes (include VAT) based on the rate
of value-added tax in effect in the country of destination.
6.2 What carrier do you use?
Denmark
For orders with "Online" items, A.P.C. offers three delivery methods:
- Collection point delivery – Chrono Relais
- Home Delivery – Standard (e.g.
Chronopost)
- Home Delivery – Express (e.g. Chronopost Express)
"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 one delivery method:
- 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.
6.3 What are the shipping times and charges?
Shipping is charged at a flat rate, as follows.
Standard home delivery is available for free for any order equal to or greater than 595 Danish kroner (DKK).
Denmark
- Home Delivery – Standard: 80 DKK, 2 to 6 working days
- Home Delivery –
Express: 145 DKK, 2 to 3 working days
6.4 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.
6.5 Can my order be picked up at an A.P.C. store?
It is not possible to deliver orders to an A.P.C. store.
6.6 Do you ship to post office boxes?
For security reasons, we are not able to ship to post office boxes.
6.7 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.
6.8 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 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.
6.9 I have not received my parcel. What should I do?
6.10 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. A.P.C. customer care can then be contacted by calling + 33 (0)1 53 63 43 79 or by clicking here.
6.11 A product is missing in my parcel. What should I do?
Please contact A.P.C. customer care as soon as possible, by calling + 33 (0)1 53 63 43 79 or by clicking here.
6.12 I have received a defective product. What should I do?
Please contact A.P.C. customer care as soon as possible, by calling + 33 (0)1 53 63 43 79 or by clicking here.
7. My exchanges
7.1 Under what conditions may I exchange a product online?
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.
8. My returns
8.1 Under what conditions may I return a product?
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.
8.2 I would like to return a product. What should I do?
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.
Simply print it and attach it to the return package.
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).
8.3 What is the time limit for returning a product?
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."
8.4 Must I use a particular shipper when returning products?
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.
8.5 How long does a refund take?
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.
8.6 How can I tell if A.P.C. has received my parcel?
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.
8.7 Why was my return refused?
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.
8.8 Can I return a product I bought on the website in an A.P.C. store, or vice versa?
Our stores and our website operate independently, products must be returned to the same entity from which they were bought.
9. Our products
9.1 I am looking for a product that is not shown on the website?
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.
9.2 A product is not available on the website. Can you inform me of an outlet where I might find it?
Please contact A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.
9.3 How can I get more information about a product?
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.
9.4 Where can I find products from previous A.P.C. collections?
After a period of one year, our previous
collections are available at:
SURPLUS A.P.C.
20 rue Andre del Sarte
75018
Paris
France
+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.
10. Our loyalty program
10.1 How does the A.P.C. Loyalty program work?
The program rewards loyal clients and allows clients to earn points, depending on their purchase amounts. You receive 1 point for every 1€ / £1 / 8DKK spent on the A.P.C. website or in selected A.P.C. stores.. After accumulating 400 points, you unlock special benefits. After 800 points, you can receive a free item.
To find out more about the program, click here.
10.2 How can I earn points in my loyalty account?
You earn points with each purchase in an
A.P.C. store or on the A.P.C.
website.
1€
/ £1 / 8DKK of
purchases =
1
point. All of your points are credited to your loyalty account and remain
valid for
a 12-month
period
starting
from
the date of purchase that offered you the points in question.
10.3 How do I subscribe to the loyalty program?
You can subscribe to the program by visiting one of our A.P.C. stores or on the A.P.C. website.
In stores:
If you do not already have a client account, a member of our
store team
will create
your
client
account
during your store visit and register you in the program. If you already have
an
account, the team
member
will
add
your registration to the existing account.
On the A.P.C. website:
You can register in the program in several ways:
- By creating your client account online. When you create it,
you
must confirm your
registration
in
the program before finalizing your account.
- If you already have an
account, you
can subscribe
by
visiting
the "My Account" space and clicking on the
“Loyalty” tab.
- During a
purchase on
the
website, after entering your address and the delivery choice, a loyalty
pop-up
appears, inviting you
to
register.
10.4 What are the benefits of the program?
When you earn 400 points over a 12-month
period, you unlock loyalty benefits
for a
year:
-
Free standard alterations in A.P.C. stores in Europe (except Amsterdam);
-
Access to
loyalty
sales;
- Free standard shipping for any order made on the A.P.C. website
and
delivered to a
country
benefiting
from the loyalty program.
When you earn 800 points over a 12-month period, you unlock the A.P.C. Loyalty Reward for one year: you receive a free item, to order online from your client account (loyalty tab) or to choose in our stores from a selection of models.
10.5 How do I link my loyalty number to my account on the A.P.C. website?
If you received a loyalty number in a
store, you can link it to your web account to combine your points. To do so, log
into your client account by clicking here, then go to
the “Loyalty” tab.
Answer “yes” to the question “Do you already have a loyalty
number from an A.P.C. store?” A form appears, asking you to enter your number. Then,
simply confirm the information.
10.6 How do I know if I registered for the loyalty program correctly and if I earned any points?
For information about your status,
loyalty benefits or point balance, you can:
- ask a team member in a store
or
-
visit the A.P.C. website and go to the “Loyalty” tab in the "My
Account" section.
10.7 Where can I use my loyalty benefits?
You can redeem your loyalty benefits in A.P.C. stores in Europe (except Amsterdam and excluding retailers and department stores) and on the A.P.C. website.
10.8 Why haven’t my points appeared in my account yet?
There is a 21-day delay before points are
credited on the A.P.C. website.
After
this period, your
points will
be
credited if no requests for returns or reimbursements have been made.
10.9 Why did I receive fewer points than the value of my purchase?
In some cases, the credited points can be less than the amount of your purchase because:
- The points are calculated according to the tax-inclusive value of items from
web and store stocks.
- For purchases during promotional periods, the value
of the discount is not taken into consideration.
- Returned and/or
reimbursed products are not taken into consideration.
- Fees linked to
services (alterations, dry cleaning, etc.) are not taken into consideration.
For more information, contact A.P.C. customer service by phone at +33.1.53.63.43.79 or by clicking here.
10.10 Why have my accumulated points disappeared?
When you reach 800 points, you automatically access the A.P.C. Loyalty Reward. You can then choose your free item in the “Loyalty” tab of the “My Account” section. The 800 points are automatically removed.
If you are having problems ordering your free item, contact A.P.C. customer service by phone at +33.1.53.63.43.79 or click here.
10.11 Why don’t I have access to loyalty benefits anymore?
When you earn 400 points over a 12-month period, you unlock loyalty benefits for a duration of one year. To renew or prolong access for another year, you must earn 400 points over a 12-month period again.
10.12 Why does my cart include shipping fees?
As soon as you have at least 400 points in your account, shipping fees are waived for all orders delivered to a country benefiting from the loyalty program.
In case of problems, please contact A.P.C. customer service by phone at +33.1.53.63.43.79.
10.13 How can I receive my free item?
You can receive your free item in two
ways:
- In a store, by asking a
team
member.
- On the
A.P.C.
website:
by clicking on the “access the loyalty page” from the “My
Account”
section in the
“Loyalty” tab.
10.14 Can I exchange my free item if it’s the wrong size?
It is no longer possible to exchange items online.
If you ordered your item from the A.P.C. website, raise a return request with customer service at: info@apc.fr or call +33 (0)1 53 63 43 79 within 15 days of receipt.
10.15 I have 800 points, but I do not have a free item. Why not?
The maximum number of free items offered as an A.P.C. Loyalty Reward is 7 per person and per year. Beyond that, you continue to accrue points that can be taken into account over the next 12-month period.
10.16 How can I unsubscribe from the program?
Inform customer service of your decision by sending an e-mail to: info@apc.fr. You must provide your loyalty number and a copy of your ID. When you unsubscribe from the program, you definitively lose any validated benefits and points.
11. Customer care
11.1 How can I contact A.P.C. 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.
11.2 How can I contact you with a complaint?
Please contact A.P.C. customer care, mentioning all relevant information so that we can respond as quickly as possible.
12. About A.P.C.
12.1 What if my claim remains unanswered?
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.
Marie Amalou
39 rue Madame
75006 Paris
France
You can find more information on the mediation process on the European Online Dispute Resolution Platform (RLL) between consumers and professionals by clicking here.
12.2 How can I obtain the address of a point of sale for A.P.C. products?
You can obtain the addresses of our points of sale by clicking on "Stores" link on the website.
12.3 Where can I get more information about the A.P.C. brand?
You can stay informed about the latest news from A.P.C. by subscribing to the A.P.C. newsletter.
12.4 How can I apply for a job at A.P.C.?
Please send a covering letter, a letter of application and your CV to the following address: apply@apc.fr
12.5 I am a retailer and I would like to sell the A.P.C. collection?
Please contact our wholesale department by clicking here, selecting Wholesale as subject.