Question 1

Are the products sold on Tripleup new and authentic?

Accepted Answer

All the products we send are accompanied by an authenticity card and a seal certifying and ensuring the quality and authenticity of the product. Before arriving in your hands, they are checked by our experts to ensure their authenticity.  All products come directly from our network of retail and professional partners in Europe. They have never been worn and are delivered to you in their original box with all accessories.

Question 2

How do you get limited and out-of-stock products in shops and on traditional sites?

Accepted Answer

We explain everything: these products are released in limited quantities and are out of stock in shops and on traditional websites in a very short time. Our mission: to give you access to these products, perfectly new and authentic, in complete security. To do this, we work in partnership with a network of retailers, individuals and professionals in Europe to get you these products, even after they have been released.

Question 3

Are they new or worn? Are thereTany wear marks?

Accepted Answer

All the products we ship are brand new. We inspect each item before we send it, not only to ensure its authenticity, but also to guarantee that it is brand new, never worn and never tried on. They come with the original box and the original packaging (extra laces, other accessories...).

Question 4

Is it possible to authenticate a product that was not purchased on your site?

Accepted Answer

We only authenticate products for shipment to our customers. We do not carry out authentication on request. Finally, all products ordered on Tripleup are authenticated before being shipped to you. Is it possible to exchange one of my products for one of yours?We only exchange products that have been ordered on Wethenew. You can ask to exchange your order within 14 calendar days of receipt. To do this, we invite you to visit our returns portal (accessible right here) and make sure you respect the conditions for returns and exchanges.

Question 5

I have a question about selling a product, who do I contact?

Accepted Answer

For any request concerning the sale of a product on the Seller Space,
please contact our purchasing department directly at the following email address tripleup.store@gmail.com

Question 6

Can I change or cancel my order?

Accepted Answer

You can request a change or cancellation of an order by contacting our customer service. 
If you change an order and the price changes, you will be asked to pay the difference.

Question 7

What should I do if I have received a defective product or one that is different from the one ordered?

Accepted Answer

If you have received a defective product or one that is different from the one you ordered, do not make a return request via the returns portal. We invite you to contact our customer service directly at the following email address : tripleup.store@gmail.com Our team will tell you how to return the product you received.

Question 8

How do you determine the price of products?

Accepted Answer

The products we offer are released in more or less limited quantities. They are therefore out of stock in shops and on traditional websites within a short time. Our mission is to give you access to these products, new and authentic, in complete security. We work in partnership with a network of reseller partners in Europe to obtain and offer you the majority of limited products, even the most recent ones. The price of a product depends on the model, its size and its current market value. The market value of a product depends on the quantity produced and the demand. For each model and size, we receive sales proposals from our network of dealers that allow us to set the price of a product. Our mission is to put these retailers in competition with each other to offer the fairest possible prices. As the prices charged by our resellers can fluctuate according to the supply and demand of a product, our prices can also vary, in one direction or another.

Question 9

How can I contact you?

Accepted Answer

Nothing could be easier: you can write to us at the e-mail address tripleup.store@gmail.com or ask us all your questions in the chat room by clicking on the bottom right of each page.

Question 10

How do I know my shoe size?

Accepted Answer

To find out your usual size, refer to your Nike size. Please note that luxury brand shoes generally run large. Some models cut differently, see How to cut Yeezy and How to cut Air Force 1 for more information. A size guide is available on each product to help you. If you have any doubts, don't hesitate to write to us in on tripleup.store@gmail.com

Frequently Asked Questions