Question 1

Where is my order?

Accepted Answer

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.

Question 2

How do i get in contact with a store?

Accepted Answer

We've kept it simple! You can reach our store's chat in multiple ways for your convenience.

1. 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.

Question 3

My store does not respond or cannot resolve the issue?

Accepted Answer

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.

Get in contact with the Woovin support.

Question 4

My store does not respond or cannot resolve the issue?

Accepted Answer

We understand that there may be occasions where a return is necessary, and we are committed to making the process as seamless as possible for you. To facilitate this, we offer a user-friendly return portal that allows you to initiate and manage your return effortlessly.

You can access the return portal by clicking this link

Through the portal, you can register your return shipment and receive detailed instructions for returning your product. Our goal is to ensure the return process is straightforward and efficient.

Should you experience any difficulties or have additional questions, please do not hesitate to reach out to our customer service team. We are here to provide assistance and address any concerns you may have.

Question 5

Can I cancel my order?

Accepted Answer

Once an order is placed, the store is immediately notified of the sale. In most cases, they process and ship the product quickly. Therefore, if you wish to cancel your order, we recommend contacting our support team or reaching out to the store directly via chat as soon as possible.

If the order is still being processed, cancellation is possible. However, once the order has been shipped, cancellation is no longer an option. That said, you may always return the item if it is eligible for return and meets the applicable conditions.

Question 6

What happens if the package is lost or doesn't arrive?

Accepted Answer

If a package does not arrive or is delivered incorrectly to the customer, it is important to notify our support team immediately. The first step is to ask the customer to complete a claim form. This allows us to quickly forward the issue to our shipping intermediary, Sendcloud. Sendcloud coordinates directly with the delivery carriers to investigate the matter. Once they provide us with more information, we will reach out to the customer to discuss how we will resolve the issue.

Question 7

Insured shipping

Accepted Answer

All our packages are send using registered shipping. This ensures that the package can only be received at the designated delivery address and by the individual who placed the order, guaranteeing secure and accurate delivery. If you encounter any irregularities, please do not hesitate to contact our support team for assistance.

Question 8

Business Sellers Only (Return policy).

Accepted Answer

On Woovin, we exclusively work with registered business sellers. Before you begin selling, it is mandatory to ensure that you have accurately provided your registration number (e.g., KVK, KBO, etc.).

Additionally, it is crucial to be fully aware of the legal requirements regarding returns. As a seller, you are obligated to accept returns from your customers and cannot selectively decide which returns to accept or reject. Adhering to all applicable laws and regulations governing return policies is a strict requirement.

Question 9

What is DAC7?

Accepted Answer

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.

Question 10

How do I withdraw my money?

Accepted Answer

To transfer your funds to your bank account:

1. Go to your "Balance"

2. Click on "Go to withdraw"

3. 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.

Question 11

What happens if I ship too late?

Accepted Answer

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 fill in one of the three reasons in your seller dashboard 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 place a 20 euro cancellation fee on your order to compensate the customer for the inconvenience. The compensation will be processed directly from your balance.

This is in order to maintain the service on the platform and compensate our customers for the inconvenience caused.

Question 12

Can you explain the concept of Woovin?

Accepted Answer

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.

Question 13

What are your plans for the future regarding Woovin?

Accepted Answer

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.

Question 14

I can not find the sneaker model I am looking for, what do I do?

Accepted Answer

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

info@woovin.com

and we will try to add them to the website as soon as possible.

Frequently asked questions

Buying on Woovin

Selling on Woovin

Buying on Woovin