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

Can I buy items in any currency on Laced?

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

How long does it take to receive my order(s)?

Our average delivery time is 6 working days for the majority of orders, but in some situations can be up to 14 working days on occasions.

PROCESSING AND DELIVERY DELAY GUIDANCE:

Current processing and delivery estimates are 6-14 working days from the date of purchase.

The government enforced COVID-19 restrictions means there is a delay in the processing of orders. We are committed to maintaining our promise to properly authenticate your items and as such processing may take longer than usual.

Please note: If an item fails authentication this will result in the immediate cancellation of your order and the processing of your refund in as timely a manner as possible.

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.

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.

Can I get a refund if I don’t like what I have purchased?

At this moment in time Laced offers a no refunds policy for received items, as the sellers on Laced are private individuals and thus do not provide returns on their items. We merely act as a broker between the buyer and the seller and for that reason we are unable to offer returns on the items sold at Laced.

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.

Selling

How long do I have to ship my product once it's been sold?

Once an item is sold, you have two working days to send us your item, if this deadline isn’t met the buyer will be refunded and you will be fined and banned from our site.

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.