Customer Care FAQ

Shipping timing depends on the item. Items marked Quick Ship or listed in our Ready to Ship collection are stocked in our US warehouse and ship faster. Some pieces are made-to-order and ship directly from the designer, please check the Dispatch Time on the product page.

 

Item Shipping Times
Quick Ship Items to US Customers	2–3 Business Days
Quick Ship Items to EU Customers	Typically 5–7 Business Days, but may vary
Quick Ship Items to Rest of World	Typically 5–9 Business Days, but may vary
Made-to-Order Items to All Customers	Check the dispatch time listed on the product page

Please contact us right away with your order number if you need to cancel or make a change. We’ll do our best to meet your request, but changes and cancellations are not guaranteed once an order has been fulfilled, shipped, or is a made-to-order item and production has already begun.

Sometimes. Expedited shipping depends on the item, its dispatch time, and the shipping destination. If you need an order by a specific date, contact us before purchasing and include the item(s) and shipping address so we can check what is possible.

Yes, we ship to many countries. Shipping availability can vary by destination and by item. If you are shopping from outside the U.S. and are unsure whether a product can ship to you, please contact us.

Possibly - Customs fees depend on the fulfillment route and destination country. US customers ordering US-stocked items generally should not expect import fees. International orders and some cross-border designer shipments may be subject to customs duties, taxes, or import fees upon delivery. These charges are set by the destination country and are separate from your checkout total. Ap0cene is not responsible for any customs duties, tariffs, or other import-related charges incurred in the course of delivery.

We’re unable to ship to freight forwarders, but we do ship internationally and can send your order directly to your address. If shipping cost is the concern, contact us before ordering with your destination and we may be able to provide a discounted shipping option. Orders placed with freight forwarding addresses may be held while we request an updated direct shipping address, and may be canceled if we do not receive a response and updated address.

Some items are made-to-order and ship directly from the designer’s studio; your order may arrive in multiple packages from multiple designers. If you think part of your order is missing, please contact us with your order number and the missing item, and we’ll help track it down.

If your order seems delayed, contact us and include your order number so we can assist you. Once your order ships, you should receive a tracking number at the email address used to place your order, which you can use to follow the latest updates on your package.

Please contact us promptly so we can review the tracking status and next steps with you. We highly recommend purchasing Navidium Shipping Protection to protect your order if it’s lost, stolen, or damaged in transit.

Please reach out with your order number and tracking details, and we’ll help review the situation. We highly recommend purchasing Navidium Shipping Protection to protect your order if it’s lost, stolen, or damaged in transit.

Navidium Shipping Protection is an optional shipping add-on available at checkout that helps protect eligible packages if they are lost, stolen, or damaged in transit. Please view the full terms and conditions at Shipping Protection Terms and Conditions.

We recommend checking the size chart on the product page. If you need help, contact us with your measurements or the sizes you typically wear in comparable brands and we’ll do our best to match you.

Material information is listed on the product page.

Care instructions are listed on the product page when available. You can always ask our team for recommendations.

Some items may be restocked, but availability depends on the designer. If an item is sold out, we recommend signing up for restock alerts on the product page or reaching out to us!

Please review our full Return and Exchange Policy and contact us as soon as possible for assitance.

Yes, exchanges are possible depending on circumstances and inventory availability - it is important to note that we stock many 1-of-1 unique items which may not be replaceable. Please review our Return and Exchange Policy and contact us as soon as possible.

Please contact us right away. We’ll help arrange the return and resolution.

Please contact us as soon as possible and include photos of the item, the packaging, and the shipping label if relevant so we can assist you.

If your return is approved, your refund or store credit will be processed after the item is received back and inspected. Refunds issued can take 5-10 business days to process.

New customers are eligible for a welcome discount when they sign up for our email newsletter or SMS list. Or just reach out to our team and say hi!

Occasionally - Follow us on social media, sign up for our email newsletter, or join our SMS list for the latest updates on special promotions.

Yes — we have an in-house styling team that can assist you with specific occasions, events, shoots, and everyday wear. Reach out with what you’re looking for and we’d be excited to help.

For pull requests and PR inquiries please contact contact@ap0cene.com.

You can sign up through our newsletter form at the bottom of the page.

Please use the Vendor Application link to apply.

If checkout is not working, please contact us with your email address, your shipping country, the item(s) you’re trying to purchase. Include a screenshot if possible.

Please send us a description of the issue, including links and screenshots if possible, and a member of our Tech Team will investigate.