frequently asked Questions
Buy products
What do the different states of the products sold correspond to?
New with tags
As received, the tags are still attached, and/or the item is in its original packaging. The item has never been used and has no defects.
New without tags
The item is new, but does not have the original tags or packaging. The item has never been used and has no defects.
Very good condition
Used or worn a few times, but is immaculate, it may have some small imperfections, which are clearly indicated and mentioned in the ads.
Good condition
Used or worn many times, may show signs of wear, which are clearly indicated and mentioned in the listings.
Satisfying
Used or worn many times, has defects clearly visible in the photos and mentioned in the description.
Where do the items for sale come from?
Individuals, most of whom bought the new product on the brand's website, wanted to put their product on sale to empty their cupboard, buy new products... and make people happy!
Some items come directly from Urban Circus (exhibition models, prototypes, ...)
Can I get more information about a product?
Of course! Our support team will be happy to answer you!
Write to us via the contact form!
We will answer you very quickly
Is the price of the products negotiable?
At this time, the price of the items is not negotiable.
It is set directly by the seller, to whom we suggest a fair price.
What payment methods do you accept?
We accept payments by credit card (Visa & Mastercard)
Can I return the product if it does not suit me (size, color, ...)?
It is currently not possible to return products that you do not like (except products sold directly by the brand)
However, you have the option of immediately putting the product in question back online so that it can in turn find a new buyer, via the sales form .
If the product has a defect or does not conform to the description, we invite you to contact us.
How can I be sure that I will receive my item?
The vast majority of orders reach their recipient without any problems!
If you encounter a problem (shipping, delivery, etc.), we invite you to write to us . Once the problem has been reported and proven, you will be reimbursed directly to your bank account.
How can I be sure that the product received will match its description?
Once you have received your order, you have 72 hours to report any problem (non-compliant item, counterfeit, etc.).
Our teams will analyze your request as quickly as possible and proceed with the possible full refund of your order.
Delivery & Returns
How long does the seller have to ship my order?
The seller has 5 days to ship your order!
But the vast majority ship it much faster!
Can I cancel my order?
If your order has not been shipped by your seller within 5 days after payment, you can cancel it directly from your personal space!
If you wish to cancel your order for any other reason, we invite you to contact us directly.
Which countries can I get delivered to?
For the moment, we only deliver to mainland France!
What delivery options do you offer?
The products shipped are delivered to a relay point
How much is shipping ?
Delivery costs between €4.99 and €6.99 depending on the order amount, the weight of the items, the destination and the delivery method available.
The exact amount is calculated during the payment step!
How to track my order ?
As soon as your order is shipped, you will receive emails at each important stage of your package.
If you do not receive these emails or have a question, please write to us
What should I do if my order does not arrive?
It sometimes happens that the order is delayed... or has been lost en route.
In this case, we invite you to contact our support teams who will carefully analyze each situation.
Can I return my order?
It is currently not possible to return products that you do not like.
However, you have the option of immediately putting the product in question back online so that it can in turn find a new buyer, via the sales form .
If the product has a defect or does not conform to the description, we invite you to contact us.
Sell my items
Why sell here rather than elsewhere?
3 good reasons to sell your items directly on the second-hand site of your favorite brands:
1. Your listings are appealing!
We add the original photos and descriptions, the size guide, ...
2. You can earn more!
Opt for a brand voucher and earn 120% of the amount of the sale you have just made, to spend on the brand's website
3. You support the brand... and it supports you!
You encourage Urban Circus to offer second-hand products and thus control the entire product life cycle
How much can I get by selling an item?
When you make a sale on the platform, you get a voucher for 120% of the value of the sale (e.g. €60 voucher for a sale of €50).
You also have the option of obtaining a transfer of 90% of the sale amount.
How do I sell my items?
We invite you to visit our I'm selling page: everything is explained there!
And if you still have questions, our support teams are always available to help you.
I won't be able to ship my items for a while (holidays, etc.), what should I do?
This is an excellent question, which will prevent you from degrading your order cancellation rate!
You have the option to deactivate your current listings by contacting us directly.
Remember to put them back online when you return!
Can I send you my products so that you can manage the sale directly?
We do not offer this service at the moment but we have this need in mind!
How do I use my gift card?
To use your gift card :
1. Go to our Urban Circus website.
2. Select the products of your choice and add them to your basket.
3. At checkout, enter your gift card numbers in the box provided.
Other questions
I have a question, a comment. Can I contact you?
Of course! Our support team is here to help you!
Write to us via the contact form!
We will answer you very quickly
Who is Nopli?
You have an eye!
Nopli is our second-hand partner.
To find out more, we invite you to consult the dedicated page
How do I return to the original store?
To return to the first-hand site, simply click on the "back to" button in the top menu.
What are the maintenance tips for the products received?
As with new products, we invite you to always clean the products received before using them!
Read the care instructions carefully before washing your product.
For our jackets, for example, here is our care advice:
- Machine wash at 30° maximum.
- Wash your jacket with the reflective side inside out.
- Air dry. Do not tumble dry.
- Do not bleach.
- Steam iron only, to remove wrinkles. Do not apply an iron to the fabric.
We do not guarantee the waterproofness of second-hand products.
Just like shoes, waterproofing must be maintained over time and through washing.
Do not hesitate to contact us via the chat on the website www.urban-circus.fr for our best maintenance advice.