Advice and Answers from the WOOVIN Team
Frequently Asked Questions
Buying on WOOVIN
Questions Related to Buying
At WOOVIN, our stores normally ship orders within an average of 48 hours; however, please note that our maximum processing time is 5 days. Therefore, every order is processed within 1-5 days.
Once the order is shipped, you will receive an e-mail containing the tracking number, which will allow you to monitor the delivery progress closely.
If you have any questions regarding the package, please engage in a chat with the store.
We’ve kept it simple! You can reach our store’s chat in multiple ways for your convenience.
- Order Confirmation Email:
After placing an order, you receive an email with a the chat link to the store, click on button and you will go to the store account where a chat button is available.
2. Check Your Order Page:
Enter your email and order number in the Check Your Order Page. Click on the chat button to go directly to the store page for assistance.
3. Directly on the Store:
Go directly to the WOOVIN store. Click on the chat button and start a conversation instantly.
If you encounter a question or issue that cannot be resolved through the store’s available chat or if the store fails to respond within 24 hours (excluding weekends and official holidays), we encourage you to reach out to our dedicated customer support.
The store will manage the return process for you. The store from which you purchased the sneakers has a 14-day return policy, and they will handle your return request. You can initiate contact with the store through our platform’s chat feature to facilitate the return. You can easily find the store in your confirmation email.
The store will manage the return process for you. The store from which you purchased the sneakers has a 14-day return policy, and they will handle your return request. You can initiate contact with the store through our platform’s chat feature to facilitate the return. You can easily find the store in your confirmation email.
At WOOVIN, we value trust and safety on our platform. To ensure this, we have partnered with Veriff, a trusted identity verification service, to verify the identity of every seller on our platform. This means that every seller has been verified using their national identity, providing assurance to our buyers that they are dealing with legitimate individuals.
We take the safety of our buyers seriously, which is why we have a zero-tolerance policy for malicious sellers. Any seller found engaging in fraudulent activities will be immediately banned from our platform for life and reported to the relevant authorities. By doing this, we are able to maintain a high level of integrity and trust on our platform, ensuring a safe and secure buying experience for all our users.
Refunds are usually processed within 3 business days, though there may be occasional delays of up to 7 days. If you haven’t received your refund within 7 days, please reach out to WOOVIN support for assistance.
At WOOVIN, you can purchase a wide range of exclusive sneakers, both brand new and previously worn. We are constantly following the latest trends and adding new sneakers to our platform based on the interests of our community. Whether you are looking for the latest releases or classic models, you can find them here.
Yes, when you pay through WOOVIN, our mandatory Buyer Protection is applied to your order, which helps ensure safe payments, gives you the right to claim a refund, and provides access to customer support.
If a buyer does not receive their package from a seller, they will be entitled to a full refund. This policy applies to situations where the package is confirmed as not delivered to the buyer’s address.
To claim a refund, the buyer will need to contact our customer support team and provide necessary information such as the order number, the delivery address and evidence that the package was not received. Our team will then conduct an investigation to determine the cause of non-delivery and gather the necessary information needed to process the refund.
At WOOVIN, we list the available sizes in both EU and US sizing options, making it simple for you to compare and find the right size for you.
Buyers may request to change their shipping address after a purchase has been confirmed. It is recommended that the buyer contact the seller directly to request any necessary modifications to the shipping address. The seller will assess the request and notify the buyer if the change is possible. It is important to note that some sellers may have strict shipping policies and may not be able to accommodate address changes. Therefore, we advise buyers to double-check their shipping information at the time of purchase to ensure timely delivery.
At our marketplace, the cost of shipping is dependent on the seller you’re buying from. Each seller has their own shipping policies and rates, so we encourage you to check their individual shipping information on their profile page or product listing. Some sellers may offer free shipping, while others may charge a flat rate or calculate shipping costs based on the weight and destination of the item.
When you add an item to your cart, the shipping cost will be calculated based on the seller’s shipping policies and the shipping address you provide. This allows you to see the total cost upfront and make an informed decision before completing your purchase.
We strive to provide transparent and reliable shipping information for all sellers on our platform, so you can feel confident in your purchase and know exactly what you’re paying for.
Selling on WOOVIN
Questions Related to Selling
If a store on WOOVIN encounters a lost package, there are specific steps and responsibilities they should follow to resolve the issue:
Loss notification: When a store is informed that a package has been lost during the shipping process, it is their responsibility to take immediate action. We ask them to take this notification seriously and act promptly.
Contact the carrier: The store should get in touch with the carrier through which the package was shipped (e.g., a courier service or postal company). They should try to determine the whereabouts of the package and where it might have been lost.
Provide information to the customer: During this process, it’s crucial for the store to keep the customer informed about the situation. They should inform the customer about the steps they are taking to resolve the issue and provide an estimated timeline for the solution.
Offer solutions: Depending on the outcome of the investigation with the carrier, the store should offer the customer appropriate solutions. This include reshipping the order, providing a replacement product, or granting a full refund.
Maintain customer satisfaction: It is essential for the store to maintain customer satisfaction. They should proactively and cordially communicate with the customer throughout the entire process and ensure that the customer is content with the offered solution.
It is of utmost importance for stores on our marketplace to act with integrity and responsibility when issues like lost packages arise. By responding appropriately and collaborating with the customer, they can strive for a satisfactory resolution and maintain a positive shopping experience.
We strongly recommend that you consider using Insured Shipping. In this advisory, we would like to emphasize the benefits of insured shipping and why this can be a win-win situation for both you and your customers.
1. Customer Satisfaction: One of the key advantages of insured shipping is improved customer satisfaction. Customers have peace of mind knowing that they will have to sign for the delivery of their package. This means that the package cannot simply be left at the door, which occasionally still happens. This boosts confidence in you as a seller and the customer satisfaction
2. Loss Prevention: By opting for insured shipping, you minimize the risk of package loss. In the rare event that a package goes missing, you can work with the courier service to trace its location and provide a solution to the customer. This results in fewer disputes and frustrations
3. Protection Against Fraud: Occasionally, a package is mistakenly marked as delivered by the courier service. This results in poor customer experiences and complex situations. With insured mail, you can be sure that it is marked as delivered only when it has been actually received and signed for.
WOOVIN is the first sneaker marketplace that works with memberships for sellers. There is no transaction fee for the seller. This is why we can proudly state we have a 0.0% transactions fee for monthly memberships. In order to accommodate all payment methods for buyers, we require a payment processing fee of 2.5%.
On WOOVIN, it is essential to distinguish between being a private seller and a business seller, each with its respective obligations.
For business sellers, it’s vital to understand the legal requirements concerning returns. You are obligated to accept returns from your customers, and you cannot selectively choose to accept or reject returns. Compliance with the relevant laws and regulations governing return policies is mandatory.
As a private seller, you can communicate your unique return terms to your customers. You can define your own rules and policies for return and exchange transactions within your sales activities. However, it’s important to keep in mind that our platform prioritizes customer satisfaction, so cooperation in resolving issues or discrepancies is expected to maintain high levels of customer satisfaction.
DAC7 is a new EU law that controls and monitors tax-related activities happening on online platforms. It makes it mandatory for platform operators like WOOVIN to report relevant activities to the authorities.
So, WOOVIN has to collect and report detailed (personal) information from sellers, including their name, address, date of birth, tax ID number, platform fees, commissions, or taxes charged or withheld by the platform every quarter of the year.
Starting from January 1, 2023, these new reporting rules apply to all digital platforms, including mobile apps that connect sellers of certain goods and services with potential customers. The DCA7 also counts for WOOVIN.
Every seller on WOOVIN must provide their Citizen Service Number (BSN). If their sales activity exceeds €2000 in turnover or reaches a sales volume of 30 within a calendar year, WOOVIN is obligated to report these pertinent activities to the authorities under the newly implemented EU law DAC7.
WOOVIN collects and submits the following information from pertinent sellers: complete name, address, date of birth, IBAN and account holder’s name, sales volume and turnover, and BSN (social security number). This data is reported to the authorities in the seller’s country of residence. Tax regulations vary across EU countries.
No, both individuals and registered businesses are welcome on WOOVIN.
We will release the Total Payout on the Balance in Progress when the customer completes the order or after maximum 14 days after purchase.
We offer a seamless and secure payment system that makes it easy for you to accept payments from multiple methods, such as credit and debit cards, PayPal, Google Wallet and Apple Pay. You can rest assured that your funds from sales will be directly deposited into your bank account in your preferred currency, regardless of the payment method used by the buyer.
On WOOVIN it is on the buyer and seller to arrange the way of handover. Sellers can ship their products directly to the buyer or schedule a meet-up.
We recommend that you create a shipping label online, since this is clear for both seller and buyer. We also recommend you to send the sneakers double boxed, this means that you send the sneakers in the original sneaker box contained in a shipping box. This ensures that both the sneakers and the sneaker box will be damaged less quickly. Make sure that shipping is always done with track & trace and consult with the buyer about whether shipping should be insured.
Make sure you are registered as a seller and have created your own store on WOOVIN. Find the product you want to offer and click on the “sell this item ” button that is displayed below the description of the sneakers or in your products dashboard. Next, you can add your own photos and enter the asking price, size and condition of the sneakers. You can also add your own description for other information.
WOOVIN provides periodic reminders via email to ensure timely shipment of your item on the platform. You will always be aware of the remaining time you have to deliver your item to the designated shipping carrier.
In the event that you miss your shipping window, WOOVIN will alert you to prevent further delays.
Failure to ship after receiving these alerts will result in cancellation of your sale. In case you are unable to ship an order, please always get in touch with our support team so that we can inform the customer about it in a courteous manner. In order to make up for the inconvenience caused, we offer your customer a next purchase discount.
We kindly request a 20 euro cancellation fee to compensate the customer for the inconvenience. You will receive an invoice from Stripe, which will require payment within a period of 14 days. Please ensure that the payment is made promptly to avoid any potential issues.
This is in order to maintain the service on the platform and compensate our customers for the inconvenience caused.
In case you are unable to ship an order, please always get in touch with our support team so that we can inform the customer about it in a courteous manner. In order to make up for the inconvenience caused, we offer your customer a next purchase discount.
We kindly request a 20 euro cancellation fee to compensate the customer for the inconvenience. You will receive an invoice from Stripe, which will require payment within a period of 14 days. Please ensure that the payment is made promptly to avoid any potential issues.
This is in order to maintain the service on the platform and compensate our customers for the inconvenience caused.
In addition to searching for the name, always try to search for the style code or SKU. If you still cannot find your sneaker, please fill in the model request form in your products dashboard and we will add them to the website as soon as possible.
Every member of WOOVIN is responsible for their actions. You can determine how payment will be arranged, how the package will be shipped and so on. WOOVIN is not responsible for any action taken by a seller.
Yes, sellers can offer new and worn sneakers on WOOVIN. If the sneakers are worn, the seller will indicate the condition of the sneakers in the advertisement.
The condition of the sneakers is rated on a scale of 1 to 10, where 10/10 means that the sneakers are new and 8/10 means that the sneakers have been worn, but are still in good condition. It is relevant that you clearly indicate to the buyer in advance what condition the sneakers are in. Do this by sending photos, so that no disagreement will arise about this.
Yes, of course we offer members the option to exchange, this is your own choice. It is useful as a seller to indicate in the description of your advertisement that you are open to exchange.
To transfer your funds to your bank account:
- Go to your “Balance”
- Click on “Go to withdraw”
- Click on “Request withdraw”
Your withdrawal will be credited to your bank account within 2 business days (weekends and holidays not included).
If your withdrawal hasn’t been credited to your bank account after 2 business days, please mail to info@woovin.com for further assistance.
Additional information to keep in mind:
- The minimum amount you can withdraw is €0.10.
- You can only withdraw your available balance, not any funds that are still pending.
- You can only withdraw funds to a bank account.
- You can transfer your earnings to a bank account denominated in Euros (EUR), opened in a bank within the EU.
General questions
General asked questions
WOOVIN is a marketplace where you find a collection of individual sneaker stores. From sneaker heads that sell and trade a small volume, to big sneaker resellers that move loads of sneakers.
We experienced that sneaker trading has become much less fun and has become purely a hard business due to the marketplaces of today. WOOVIN is therefore a marketplace for our sneaker community. We ensure that trading in sneakers is made more fun, easier and better; we do this by means of the following:
– You can chat with each other on our marketplace, making trading in sneakers more personal, allowing you to build a network all over the world.
– WOOVIN offers sneaker sellers the opportunity to easily realize their own online sneaker store, offering sneakers has also been made many times easier by our sneakers specialized sales forum.
– Sellers do not pay any transaction costs to us, so the entire sale amount is for the seller him- or herself.
– Because all sellers are clearly displayed per sneaker model and you can filter these seller ads by size, condition and country of origin, it is very easy to find the right seller as a buyer.
– As a seller, you can offer worn sneakers on our marketplace and also exchange sneakers instead of selling them.
– You can schedule a meet up on location with a buyer or seller on our marketplace if you prefer, to avoid any problems that shipping can cause.
– On our marketplace you have everything in your own hands, so you will not be faced with any surprises. This does mean that the members themselves are responsible for their actions.
WOOVIN is a marketplace for our sneaker community and makes trading in sneakers easier, better and above all much more fun. We strive to create an innovative and user-friendly marketplace that enhances the trading experience for all sneaker enthusiasts. As we continue to improve our platform, we would greatly appreciate any feedback, tips, or ideas that can help us achieve our goal of providing the optimal marketplace for our community.
Additionally, we would be grateful for any efforts to promote and spread awareness of WOOVIN. Thank you for your valuable contributions and support.
Every member of WOOVIN is responsible for their actions. You can determine how payment will be arranged, how the package will be shipped and so on. WOOVIN is not responsible for any action taken by a member.
WOOVIN does, as much as possible to keep the platform safe and to prevent scammers. We do this in the following ways:
– Every seller must have their identity verified;
– Each user can give another user a review only once;
– WOOVIN is entitled to remove anyone who does not meet the conditions set by the platform, if a seller sells an inauthentic pair of sneakers for example;
– Users have the option to report other users for incorrect actions. We will then investigate whether the user should be removed from the platform.
– In addition, WOOVIN has created a Safe Trading for starters manual, where users can find information and tips on various topics related to safety.
In addition to searching for the name, always try to search for the style code or SKU. If you still cannot find your sneaker, please mail us at sneakerrequest@woovin.com and we will try to add them to the website as soon as possible.
At WOOVIN safety is of paramount importance. That is why we treat your data with strict confidentiality. Using the guidelines below you can help us to protect your personal data as well as possible.
– Never give your WOOVIN account details such as your login name and password to others.
– Choose an original and strong password carefully.
– Check if the web address is displayed correctly. You can do this by looking whether a green padlock is present in the address bar and by checking whether the web address begins with “https://woovin.com” .
– Beware of internet fraud through spam and fake emails. The so-called phishing e-mails can be almost indistinguishable from real e-mails, so always carefully check the e-mail address of the sender. If in doubt, contact the company.
Our platform is protected by copyright. This site is intended for own or internal use of our customers, whereby it is not permitted to reproduce the site other than by downloading and viewing it on a single computer, and / or printing a single hard copy. Without prior written permission from WOOVIN it is not permitted to reproduce, forward or make this site available to a network in any other way. It is not allowed to frame this site.
WOOVIN runs a marketplace worldwide and endeavors to incorporate additional collaborators regularly.
