Questions

My account

How can I create my customer account ?

On the A.P.C. home page, click “Your Account” followed by “Create an account”. Next you will enter personal information including your email address, billing and shipping information. Please be sure to verify all information before saving.

By signing into your account, you can track the progress of your order, display order history and change your password and update billing and shipping information. 

Do you share my personal information with third parties ?

Any information you provide to A.P.C. will never be shared or sold to a third party. 

How can I update the information in my customer account ?

On the home page, click "Your Account”. By signing into your account you can update your personal information, your billing and shipping address, your credit card information and your newsletter subscription.

How can I delete my customer account ?

To delete your customer account, please contact A.P.C. Customer Service. A representative is available to assist you Monday through Friday from 9.30am to 6pm, EST by phone 1(888) 803 3437 or e-mail contact.nyc@apc.fr

What should I do if i forget my password or if I have trouble logging in ?

If you are unable to sign in, go to “Your Account” and click “forgot password” then enter your email address. Once you receive the email follow the instructions provided. If you continue to experience trouble signing in, please contact A.P.C. Customer Service Monday through Friday from 9.30am to 6pm, EST by phone 1(888) 803 3437 or e-mail contact.nyc@apc.fr

Does my customer account also work in A.P.C. stores ?

The customer account that you create on the A.P.C. website is also recognized in our stores. Provide the sales assistant with your first and last name or the email address associated with the account. 

A.P.C. newsletter

How can I subscribe to the A.P.C. newsletter?

For your convenience, you can subscribe to our newsletter on every page of the website and/or when you create an account. Simply scroll to the bottom and click “Subscribe”. Enter your full name and email address. By subscribing to the A.P.C. newsletter, you agree to receive information regarding seasonal sales, collaborations and events. 

How can I unsubscribe from the A.P.C. newsletter?

Please note, with the creation of an A.P.C. account you will receive a subscription to A.P.C. newsletters and informational emails. Should you wish to opt out, you may do so by signing into your account and editing your subscription preferences. 

A.P.C. e-gift card

What is the difference between a physical gift card and an e-gift card?

Physical gift cards are available for purchase at any of our A.P.C. store in the US. They can ONLY be redeemed in store and NOT online.
E-gift cards are available online only and will be emailed to the recipient of your choice directly. They can be redeemed in any of our A.P.C. store in the US or online on the US website only.

Can I print or mail an e-gift card?

Currently we do not mail e-gift card to the recipient.
You can enter your email for the recipient email field, and then print the email you will receive if you want to give it in person to the recipient.

Can I use the e-gift card in France or any other countries?

The e-gift card is only valid in the US.

How soon will the recipient receive the e-gift card?

Pending verification and acceptance of your order, E-Gift Cards will be sent to the recipient via email within one business day or n the selected date.

When does the e-gift card expire?

E-gift cards do not expire.

How do I redeem my e-gift card?

Online - At checkout, the recipient will enter the gift card # provided in the email as the payment method.
In Store – bring a copy of the email confirmation including the gift card number to redeem your e-gift card in store.

How do I check the balance of my e-gift card?

The recipient of the E-Gift Card must be registered and be signed in to view the balance of the E-gift card. You can also call our customer service team, Monday to Friday 9.30am to 6pm to have more information about your gift card.

What is the return policy on e-gift card?

E-gift cards cannot be returned. This is final sale.

What can I expect if I return an item purchased with an e-gift card?

A refund for your return will be issued in the form of a store credit. The store credit will remain valid for 12 months from the date it is issued.  If returning items that were paid in part with an E-Gift Card and credit card, the refund will be split accordingly, less any non-refundable shipping or $8 processing fee.  

 

My order

How can I place an order ?

You may place an order directly on the website by selecting the color and size options on any given product page. Alternatively, you may place a phone order by calling A.P.C. customer service. A representative is available to assist you Monday through Friday from 10am to 6pm, EST by phone 1(888) 803 3437.

Do I have to create a customer account to place an order ?

No. You can checkout as a guest. As a guest you will still be able to track your order status at any time by clicking order status at the footer of the A.P.C. website.

Do you offer gift wrapping ?

A.P.C. offers gift wrapping free of charge. During the checkout process, please select “Add free gift wrap” and select the items you want to be gift wrapped.

Please not that bigger items like coats, jackets, parka, quilts, shoes (except the Porselli) are not eligible for free gift wrapping.

Can I modify or cancel my order ?

To modify or cancel an order, please contact A.P.C. customer care within 2 hours of placing your order. After the two hour window we cannot guarantee that your request will be granted. You may reach A.P.C. customer service by dialing 1(888) 803-3437 Monday through Friday from 9.30am to 6pm, EST or sending an e-mail to contact.nyc@apc.fr

How can I be sure that my order has been received ?

You will receive an e-mail confirmation after your order has been placed. The email will contain all the details of your order and should be kept for your records. You can also check the status of your order at any time by signing into your account and clicking "my orders" or by checking the status of your order from any page of the A.P.C. website – click here  

How soon will my order be processed?

All orders that we can confirm by 2 pm, EST Monday through Friday, will be processed within 2 business days. This does not include orders placed on the weekends or bank holidays.  Please allow an additional business day to process. 

How can I view the status of my order?

To view the status of your order, sign in to your account and click "my orders" or click Order Status at the bottom of the website.

What can I do if I have trouble placing an order?

Please contact A.P.C. customer service by phone 1(888) 803-3437 Monday through Friday from 9.30am to 6pm, EST or e-mail at contact.nyc@apc.fr

A product is not available, can you help me?

Please call or email Customer Service. We will be more than happy to help locate your item at one of our boutiques.

I reside outside of North America. Can I order on the US website?

We only process orders with credit cards issued in the United States and Canada. Additionally, we are only able to ship to the US and Canada.

Please note that Canadian customers are responsible for duties that may occur upon package delivery.

How can I view my invoices ?

To view an invoice in PDF format sign in to “your account then, click "my orders". Select the corresponding order, and print invoice. 

In case of difficulties in downloading your invoices, please contact A.P.C. customer service, by phone at 1(888)803-3437 Monday through Friday from 9.30am to 6pm, EST or e-mail at contact.nyc@apc.fr

Payment

Is my payment secure ?

All transactions are encrypted for your safety. 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 ?

We accept MasterCard, VISA, American Express, and PayPal.

 All transactions are encrypted for your safety.

 Your card or PayPal account will be not be debited until we have shipped your order.

 If the card transaction is approved, the amount will be reserved immediately and you will receive an order confirmation to your email. If the credit card transaction is not approved, your order will be cancelled. Please contact your bank or card provider if you have any questions about this.

 For further information about PayPal or to create a PayPal account please visit paypal.com

 

Delivery

What countries can you ship to ?

A.P.C. North America website ships to residential and business addresses within the United States and Canada. For sales in France, Japan, throughout Europe, please click on the "shipping country" hyperlink located on the bottom left side of our website.

Goods will be delivered according to their availability. Should an item you requested become unavailable, only the shipped items will be charged to your credit card.  Items on backorder will ship with a prorated based on the initial shipping fee.

A.P.C. ships all packages with a signature requirement within the US. For your security, packages will not be left unattended.  

A.P.C. cannot change or alter the delivery method once shipped. You may schedule a delivery intercept for any reason to a residential or business address within North America for an additional cost after the first delivery attempt.

A.P.C. recognizes that customs and border fee are considered a government matter. A.P.C cannot declare the value of a package as anything other than its retail value. We cannot mark Canadian shipments as gifts. Canadian customers are responsible for Customs fees upon receipt. 

How will my order be shipped to me?

We deliver to the United States and Canada with UPS from Monday to Saturday, except public holidays.

To check the status of your order, sign into your account, and click "my orders".  When your order is shipped, you will receive an e-mail containing the tracking number and a link to the UPS website.

Enjoy FREE ground shipping on any US order. No minimum purchase required and valid on any order made at apc.fr only. Valid on shipments to US only.

COUNTRY

SHIPPING METHOD

US

UPS Ground (Up to 7 Business Days)

FREE

US

UPS Three-Day Air * (3 Business Days)

$16

US

UPS Two-Day Air (2 Business Days)

$25

US

UPS Next Day Air (1 Business Day)

$35

* Three Day Air is not available to Hawaii

COUNTRY

SHIPPING METHOD

Canada

UPS Worldwide Expedited (2 days)

$32

Do you ship to PO boxes?

We can only ship to physical addresses. We do not ship to APO/DPO/PO Boxes/military addresses

Can my order be picked up at an A.P.C. store?

For the moment, is not possible to deliver orders to an A.P.C. store. The option will be available soon! Stay tuned by subscribing to our newsletter.

Can my order be shipped to an address other than the billing address?

You will have the option to enter a different shipping address at checkout. To save time login into your account and click "address book" to store different shipping addresses.

I have not received my order. What should I do?

You may track your most recent orders by singing into “your account “and clicking “my orders’. This will display the order status and tracking information. You can also check your order status by clicking here. The most updated information can be found on ups.com. Please note that the delivery date provided is only an estimate.

If your package does not show any progress after 24 hours of the shipment being created, please contact customer service by phone at 1(888) 803-3437 or e-mail contact.nyc@apc.fr  .

My order was damaged in transit. What should I do?

If, upon delivery, you find that your order is damaged, contact. A.P.C. customer service right away. A customer service representative will provide you with some next steps. 

A product is missing in my order. What should I do?

Items which are unavailable at the time of shipment will be marked “unshipped” on the receipt provided in your package. If this is not the case and an item is missing, please contact A.P.C. customer service as soon as possible. 

I have received a defective product. What should I do?

Please contact A.P.C. customer service as soon as possible for some next steps. 

Returns/Exchanges

What is the A.P.C. Return Policy?

You have up to 15 days to return your order from the delivery date. Products must be returned new, in the original packaging with all tags attached. For sale items you have up to 7days from the delivery date of your order.

Products cannot be returned if worn, soiled or the garment and or sales tags have been removed. Any merchandise received in this way will be returned to sender.  

What is the A.P.C. Holiday Return Policy?

For your convenience, we offer an extended return and exchange policy during the holiday season. Purchases made for full price item(s) between November 15, 2015, and December 25, 2015, have an extended return period through January 10, 2016. Excludes all sale items. All other terms and conditions of our Return & Exchange Policy apply.

I would like to return a product. What should I do?

  • On the back of the receipt enclosed in your package, please detail what action you would like to take. Please print the item number, description, quantity and return reason for each product returned.
  • Carefully pack your return in the original packaging with the completed return form to prevent damage during transit and ensure a quick processing.
  • Send the box back to us with a carrier of your choice. We recommend sending your items with proof of postage or on a tracked post service

Return address:

A.P.C.
Attn: Online Returns
14B 53rd street
3rd floor
Brooklyn, NY 11232

How long does it take to process my refund?

The return/exchange process may take 7 to 10 business days to process. This does not include processing through your bank or return shipping.  You will receive an email confirming your return or in the case of an exchange a shipping confirmation. 

How can I tell if A.P.C. has received my parcel?

Once received and authorized, you will receive a notification by email.

For more information about the status of your return, please contact A.P.C. customer service by phone at 1(888) 803-3437 or e-mail contact.nyc@apc.fr .

Why was my return refused?

Your return may be refused for two reasons:

  • It was received after the 10 day return period
  • The item (s) returned were deemed unacceptable and did not pass our quality inspection.

Items that are not accepted for return will be shipped complimentary back to the sender. 

Can I return a product I bought on the website in an A.P.C. store?

Our stores and our website operate independently; products must be returned to the same entity from which they were purchased.

Our products

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 service by phone at 1(888) 803-3437 or e-mail contact.nyc@apc.fr .

How can I get more information about a product?

You may visit the product page to found general information including the composition, available colors and sizing. For specific questions you may contact Customer Service directly by phone at 1(888) 803-3437 or e-mail contact.nyc@apc.fr .

Where can I find products from previous A.P.C. collections?

After a period of one year, our previous collections are available at:

     A.P.C. SURPLUS 
    92 Perry Street
    New York, NY 10014

    T +1 646 371 9292
    Mon-Sat 11:00AM-7:00PM
    Sun 12:00PM-6PM

Customer care

How can I contact A.P.C. customer care?

You may contact A.P.C. Customer Service Monday through Friday between the hours of 9:30am to 6pm, EST by phone at 1(888) 803-3437 or e-mail contact.nyc@apc.fr .

How can I contact you with a complaint?

A.P.C. values all customer feedback and invites you to contact us regarding your experience.  Be sure to include all relevant information as well as a form of contact. Please allow up to 48 hours for a response. 

About A.P.C.

How can I obtain the address of a point of sale for A.P.C. products?

A.P.C. has locations throughout New York City and a store in Los Angeles. If you do not reside near an A.P.C. location, we invite you to visit your nearest Authorized Retailer. You can obtain detailed information on store locations by clicking the “Stores” tab in the left side navigation. 

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 and by visiting www.apcjournal.fr

How can I apply for a job at A.P.C.?

Please send your cover letter and resume to apply@apc.fr

I am a retailer and I would like to sell the A.P.C. collection?

Please contact our wholesale department by clicking here.