FAQ

General

How do I create an account with Laced?

On our website under the heading ‘log in’ will be an option to either log in to an existing account, or sign up to a new account by using a valid email address and password.

Are all items authentic?

All items sold on Laced are 100% authentic & brand new in the original box.

How can I contact Laced?

You can contact us by emailing [email protected] for any enquiries you may have. Please ensure you only send 1 email per enquiry.

Do you offer discounts and promo codes?

At this moment in time Laced does not offer any discounts or promo codes for the site. Any future offers for discounts or promotions will be sent to you via email so please register a Laced account for updates on this.

Is Laced an anonymous marketplace?

On both sides of every transaction, the trade is anonymous, meaning that only us at Laced know the participants and therefore the buyers don’t know who is selling, and sellers don’t know who is buying, that is all handled through us safely and securely.

Can I withdraw money from my account in any currency?

All funds will be paid out in GBP. If your account is not a GBP account the funds will be converted to your local currency. If you are not located in the UK and wish to add a GBP account please contact us before attempting to withdraw funds.

I’m having issues withdrawing funds from my account?

Please ensure all details are correct within your Laced account. On some occasions our payment processor may not be able to verify you with the information you have provided. Therefore we may request additional information from you, please email support for assistance.

What is the authentication process for products?

At Laced we have a dedicated expert team of staff who are responsible for checking every product that is sold on our platform, to make sure it is 100% authentic, never been worn, and not damaged in any way.

Claim / Carrier issue

If your item was confirmed as delivered on the tracking information by the carrier, but not received, or arrived damaged, we ask that you reach out to [email protected] within 3-business days of the delivery date to remain eligible for a claim.

1. Conduct a further search with your neighbours and any person living at the same address in case they’ve collected the parcel on your behalf.
2. Do not start a claim on your own with the carrier otherwise, we’ll not be able to assist further, and you may no longer be eligible for a refund.

If unsuccessful, contact our support team with your order number and your tracking number and one of our team member will contact the carrier and open an investigation to track down your parcel.

Please note if you have made changes to your delivery through a carrier service (e.g. UPS My Choice) you may no longer be eligible for a claim.

Buying

What is the delivery timeframe for the UK?

Our average delivery time is around 6 working days, but around Black Friday and Christmas, it can take a little longer due to the volume of orders and potential delays with delivery companies.

We strongly recommend you place any and all holiday orders sooner rather than later to ensure ample delivery time.

Keep in mind, most Laced orders are delivered in 6-12 business days, and the majority even sooner. As always, we will update you regularly after your purchase and let you know immediately if we or the carrier expect any delays.

Will I receive my shoes if it’s a bank holiday?

Bank holiday weekends are our busiest periods of the year. We will always strive to get your delivery to you on time, but expect some delays. To avoid these delays, we recommend ordering your shoes at least three weeks before. Always check our site and socials for updates on delivery deadlines.

What is the delivery timeframe for international orders?

Worldwide shipping usually takes between 6-14 days, but it can sometimes take a little longer around Black Friday and Christmas due to the volume of orders we receive.

Since the UK has left the EU, a few changes have been made which can affect the timing of your delivery. Import taxes have now been enforced. All shipping costs are calculated at checkout and customers are responsible for any additional customs fees and taxes, which are decided based on your region. Laced is not responsible for any extra fees or charges that may incur once your order reaches you! So, before ordering, we recommend you check with your customs office and pay any costs as soon as possible to avoid any potential delays.

Does Laced offer next-day delivery?

Laced doesn't currently offer next-day delivery.

Once you've bought your shoes, the seller has strictly 2 days to send them to our authentication centre where our in-house team of expert authenticators check them over to ensure they're real and box-fresh. The shoes are usually checked by our team the same day they arrive in the warehouse, then they are shipped via next-day delivery once successfully authenticated. This whole process leads to delivery taking on average between 6-14 days.

Can I pay more for express delivery?

Laced currently offers just one delivery option. This gives our sellers enough time to send the product to our authentication centre, where each and every product is thoroughly checked.

Once authenticated, most orders are then sent to the buyer via next-day delivery. This whole process leads to delivery taking on average between 6-14 days.

What happens if I buy a product and the seller doesn’t ship?

When you purchase a product, the seller has two working days to ship the item to us, if they do not meet this requirement you as a buyer will receive a full refund, the seller will be fined, and their account with us will be suspended.

I received a tracking number but there's no movement, what should I do?

Order tracking is controlled by UPS. Usually, if your package hasn't moved, it's still in the UPS network and will arrive on the scheduled delivery date unless otherwise stated.

The movement of the parcel on your tracking is defined by point-to-point scans. Your parcel is scanned at every touchpoint from pick-up to delivery, so if your parcel hasn't moved in over 24 hours, there may just be a longer gap between the scans. This is more likely if the parcel is travelling cross-country.

Why hasn't my tracking been updated?

Order tracking is controlled by UPS. Once your order has been verified, it can take up to 24 hours for tracking to be updated.

If it's been over 24 hours since your order was verified, and you still haven't received an update, check the UPS tracking portal for any delays. You can find the link here:

https://www.ups.com/track

Why are sizes priced differently, even if it's the same shoe?

Laced is a marketplace, so each pair is priced independently by the user who is selling the shoe. Some sizes are more in demand than others, so will sometimes have a higher price point.

It's important to note that due to the nature of marketplaces, stock levels, sizes and prices will fluctuate and are entirely defined by the seller.

What is the Laced returns policy?

Laced is a marketplace. Due to the fact that we're a marketplace and not a retailer, Laced doesn't currently offer returns or exchanges. We act as a middleman between buyer and seller, utilising our in-house authenticators to ensure every product is 100% authentic and box-fresh. We then ensure the product lands in your hands in a timely manner.

The sellers on Laced are private users, who are not required to offer returns. For this reason, we encourage buyers to research size guides to make sure the shoes you buy fit perfectly.

How much is the shipping cost for buyers?

All shipping costs are calculated at checkout, and all customers are responsible for customs fees & taxes depending on your country or region. Laced is not responsible for any fees or charges you may incur once your order reaches you.

What happens if an item I buy gets flagged during the authentication process?

If an item you buy is flagged for any reason during the authentication check, you will receive a full refund, and the seller of the item will be fined and banned from using our site. Alternatively, if the same item becomes available at the same or lower price, we will contact you and purchase this item for you and refund the difference, depending on your preference.

What is Laced?

Laced is a marketplace dedicated to sneakers. Unlike a retailer, stock levels on the Laced marketplace are entirely dependent on whether or not there are users selling the shoe. Laced acts as the middleman between buyer and seller, offering a streamlined authentication process and timely delivery.

To ensure each and every pair is 100% authentic, Laced has a dedicated team of in-house authenticators that thoroughly check each and every pair before they land in the buyer's hands.

Can I buy items in any currency on Laced?

At this moment in time, you can only purchase items on Laced in Sterling (£)

Selling

Will Jubilee Weekend affect my shipping deadline?

The upcoming bank holiday weekend that runs from 2nd-5th June may affect your delivery. To avoid delays, we recommend purchasing 2-3 weeks before the bank holiday weekend, to allow plenty of time for your parcel to arrive.

See the table below for expected delivery times across Jubilee Weekend.

What happens if I miss my shipping deadline?

It's important that our buyers receive their product in a timely manner, especially around the holiday period. So, once your product has sold, you have strictly 2 working days to send your shoes to our authentication centre. Failure to meet this deadline will result in a £15 penalty fee, and any future delays could result in further fines and being banned from the site.

How do bank holidays affect shipping deadlines?

We usually don’t count bank holidays as business days. However, there are some exceptions to this rule - including Easter and Christmas. To ensure you meet your shipping deadline and avoid a penalty fee, it’s important that you check the shipping email sent to you once your item has sold. This will include your specific deadline.

I'm self isolating and can't ship out my order, what should I do?

If you're self isolating due to COVID-19 symptoms, we strongly recommend that you organise a UPS parcel collection to your home. You can arrange same-day pick up, or pre-book it for another day.

Once your shoes have sold, you have strictly 2 working days to send the pair onto us for authentication. Failure to meet this deadline could result in a penalty fee.

How much is shipping for sellers?

Shipping costs are calculated based on your region and are displayed when you list an item.

How and when do I get paid when my item sells?

As soon as your item has passed authentication money becomes available in your account wallet, you can use this money as Laced credit against other purchases, or if you wish to withdraw the money, it will be available in your bank account within 3 working days from when you request the withdrawal.

Can I cancel a trade once an item has sold?

Once an item is sold, there is no way you can cancel the purchase if you change your mind. Therefore the transaction must be completed in conjunction with the T&Cs, ensuring that the item is sent within two working days or risk a fine and having your account closed on our platform.

As a seller can I ship multiple items in one box?

No, currently we do not offer a facility for this. Therefore if you have multiple items that have sold, unfortunately, you must send them in individual boxes.

How long does it take for money I withdraw to go into my bank account?

The money you have requested to be withdrawn will be in your bank account within 24 hours of the request if you wish for Sterling (£), however if you seek this transaction to be in either US Dollars ($) or Euros (€) you will have to wait 2-3 working days for this to clear.

What happens if an item I am trying to sell gets flagged in the authentication process?

If for any reason the item you send to us is flagged, the buyer will receive a full refund and your item will be returned to you. You will be charged a fee of £20 to cover shipping costs back to you. We may also charge you a 10% fee of the sale price of the item at our discretion.

How much is the shipping cost for sellers?

For UK sellers its £8, and for EU sellers it’s £15 per item.

How much of a percentage of the sale do Laced take?

Our fees are 12% + a 3% payment processing fee. You can see the breakdown of fees when listing an item.

How old do you have to be to sell?

You must be at least 18 years old to sell on Laced.

Account Verification

In order to ensure compliance with industry regulations via payment providers and for a hassle-free payout experience;

If you are selling as an Individual in the UK and need to go through account verification based on your location, please read the following:

1. Please note that the minimum age requirement to get paid is 18 years old. If you are a minor, your parents/legal guardian must provide their personal information to continue, to ensure compliance with global data privacy and payment services regulations.
   • Photo identification
   • Proof of address upon meeting cumulative payout thresholds.
2. Our support team will be sent requesting additional identification data and/or documentation. The data and/or documentation should only be submitted within our email [email protected]. Please respond to the email with documentation attached.
3. If you need to go through account verification, please note that the address on your ID documents must match the billing information on your Laced seller profile.
4. If your account requires verification, all withdrawal (transfers out of the account) will be paused until verification has been successfully completed. Once documents are submitted, verification may take 1-3 business days.