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FAQ



How Pluggi works



Pluggi is your trustful source for collectible sneakers. Whether you are looking to buy or sell, Pluggi ensures a fair process. Verified sellers list their sneakers for sale and buyers can browse through the selection of sneakers on the website. Our authenticity guarantee and buyer protection make Pluggi the most efficient, safe and transparent marketplace for buying and selling sneakers.


The Basics

Originale Sneaker Echtheitsgarantie


Efficiency

All sellers have to go through an authentication process and every sneaker sold on Pluggi is manually checked for authenticity by our specialists.

Originale Sneaker Sicher


Transparency

Don’t worry about dubious buyers or sellers anymore. Every transaction is secured by us as a middleman.

Originale Sneaker Schnell Versand


Safety

Sit back and let us communicate with the other side. Save the time that would otherwise be wasted on negotiation and authentication.


Buying on Pluggi



Buy

Browse through our selection of sneakers and
always buy at the lowest price for each size.



Authenticate

The seller ships to us. After we have authenticated your sneakers
he receives the money.



Lean back

You lean back and get your sneakers
without being afraid of receiving a replica.


Selling on Pluggi



Sell

List your sneakers at your price for sale on Pluggi.



Authenticate

Ship your sneakers within 72 hours. We
authenticate and forward them to the buyer



Lean Back

You lean back and receive the money
without being afraid of a chargeback


Frequently asked questions

General Questions



What is Pluggi?

Pluggi is your trustful source for collectible sneakers. Whether you are looking to buy or sell, Pluggi ensures a fair process. Our authenticity guarantee and buyer protection make Pluggi then most efficient, safe and transparent marketplace for buying and selling sneakers.

How does it work?

Verified sellers list their sneakers for sale and buyers can browse through the selection of sneakers on our website.

If you purchase a sneaker, the seller is required to ship the sneakers to us and we inspect them. Only if we can guarantee the authenticity, we ship to you. If we identify them as replicas, your order is canceled and we refund you immediately.

How do I contact you?

Feel free to contact us anytime by email at support@pluggi.de or on Twitter.

How do I delete my account?

You can delete your account in the settings section of your account.


Buying



How do I purchase a pair of sneakers?

Browse through the selection of sneakers on the website, select your size and tap “buy”. Subsequently, enter your contact information and select a payment method. After the order is placed, you you have to do is lean back and wait for your new sneakers to arrive.

What payment methods do you accept?

We currently accept PayPal and all major credit cards (Visa, MasterCard, AMEX). All credit transactions are handled by PayPal Plus, one of the most secure payment processing companies.

I am having issues with payment processing. What can I do?

When our payment processor is unable to complete your order, please review the payment details you entered first. If those are correct, please contact the card issuing bank. If you are still having issues, please email us at support@pluggi.de.

Can I cancel my order?

The order can not be canceled, as all items on Pluggi are sold by private sellers. If you have made a mistake while placing your order, you may cancel your order within 15 minutes of placing it by simply tapping the cancel button on the orders screen in your account. If 15 minutes have passed from when you placed your order, the order can not be canceled.

How do I know if the sneakers are real?

We work hard to ensure all sneakers sold on Pluggi are authentic. We do this by carefully reviewing all sellers and their products. If you purchase from us, you can also rest assured knowing that all sneakers are sent to us for verification prior to being shipped to you. Our specialists inspect every detail from stitching, material, form, label, color, serial number, and much more. If everything is ok, the sneakers receive the Pluggi-Original-Tag. If we find that they are replicas, we will notify you and offer a full refund.

How does the authenticity guarantee work?

Our goal is to build a safe and trustworthy community for buying and selling the most exclusive sneakers. All sellers have to pass our verification process and our specialists inspect all sneakers sold on Pluggi. They inspect every detail from stitching, material, form, label, color, serial number, and much more and check it with our database. If everything is ok, the sneakers receive the Pluggi-Original-Tag. If we find they are replicas, we will notify you and offer a full refund.

How much does the authenticity guarantee cost?

We want you to feel comfortable with a purchase and that you buy with confidence on Pluggi. For that reason we offer you our authenticity guarantee at no additional cost.

How much does shipping cost?

We want your sneakers to be delivered as safe and fast as possible. For that reason we work closely together with DHL. The cost of shipping is terminated by the value of the purchase, as shown in the table below. Every order is insured for the full purchase amount.

Value of goods

Shipping costs

0€ – 500€

15 €

501€ – 2500€

20 €

> 2500€

25 €

Shipping costs for Europe:

Value of goods

Shipping costs

0€ – 500€

25 €

501€ – 2500€

30 €

> 2500€

35 €

When will I receive my order?

Since all sneakers come to Pluggi for authentication first, it typically takes 7-14 business days for domestic orders and 10-17 business days for international orders. As soon as your sneakers are authenticated, we will ship them out to you and send you a link to track your package.

I placed and order, but did not receive a confirmation email.

Log into your account and check your orders to make sure your order was received. If you see it was, check the settings in your account to make sure we have your email address correct. If it is correct, please email us at support@pluggi.de.

I never received my order. What do I do?

Log into your account and check your orders to make sure your order was shipped. If it was, check the tracking number to see the current status of your DHL shipment. If it was delivered and you still have not received your order please email us at support@pluggi.de.

Do you accept returns?

Unfortunately, items from private sellers can not (similar to eBay and other marketplaces) be returned.


Selling



What items can I sell on Pluggi?

On our platform we only accept authentic sneakers. If you can not find your sneakers in our database, you can still list them for sale and we will add them.

Currently you can only sell new sneakers on Pluggi. If your sneakers have defects, you can still list them as new, but it must be noted in the listing.

How do I sell on Pluggi?

To ensure high quality and safety on our platform, we carefully review all sellers before they are allowed to sell on Pluggi. We are approving new sellers on a rolling basis. You can request to become a seller by tapping on “Become a seller” in your account. We will notify you as soon as your request has been approved.

I requested to sell. When will my account be approved?

At Pluggi we value speed, but also safety. As we currently experience a higher amount of request, we ask you for patience and will notify you as soon as possible.

I was approved as a seller. How do I list sneakers for sale?

After your account is approved for selling, you can tap “list sneakers”. Fill out the form with all required information and we will add them to our listings.

Who sets the selling price?

The selling price is set by you as the seller only. Your listing will be added to our database without any adjustments. Please keep in mind that listings with realistic prices will sell faster.

Are my sneakers still in new condition?

Please keep in mind that we only accept new sneakers on Pluggi.

We consider these not as new anymore:

Where can I find the SKU of my sneakers?

Usually the SKU can be found inside the sneakers or on the box.

Do my sneakers have any issues?

If your sneakers have defects, you can still list them as new, but it must be noted in the listing.

Is my box still new?

We understand that boxes may have some damage from the original retailer. You can still list them as new, but it must be noted in the listing.

We consider these not as new anymore.

What are the commissions for selling on Pluggi?

The commission fee is 5% + 5€. This includes shipping costs to us. Only when your item is sold, the commission fee is charged. Before you list a sneaker for sale, all fees are calculated automatically. The commission fee will be deducted from the listing price.

Currently, we only accept sellers from Germany.

What Pluggi offers:

Pluggi offers a high-quality marketplace for buying and selling collectible sneakers. With marketing and topic-related content we ensure a high volume of visitors on our site, which offers you as a seller a large potential pool of buyers. Every sneaker sold on Pluggi is carefully checked for quality and authenticity, processed and shipped to the buyer. Our specialists inspect every detail from stitching, material, form, label, color, serial number and much more and check them with our database in order to ensure its authenticity and quality. We bear the shipping costs for you, take care of the temporary storage of your sneakers, and send them to the buyer using a high-quality and fancy packaging.

All this causes costs, which we cover with the selling fees.

For a marketplace to function properly, it is necessary for all participants to respect the rules. For this reason, when a sale is confirmed, it can no longer be canceled.

If an item is not shipped within 72 hours, it turns out to be not authentic, has not the specified size or condition, the selling fees still apply.

How do I edit my listing?

If you want to change the price of you listing or completely delete it, go to your account and tap “Edit listing”.

How long are my sneakers listed for sale?

Sneakers are listed on Pluggi until they are sold. As long as your items are not sold, you can easily remove them at any time. Just go to your account and tap “Edit listing”.

How do I delete my listing?

We aim to provide our customers with the best possible experience when buying on Pluggi, which is why we want to keep our selection constant. If you want to delete your listing, go to your account and tap “Edit listing”. If you must delete your listing, you may only do so if your listing is not sold. Just go to your account and tap “Edit listing” and select “Delete listing”.

How can I ensure my sneakers sell?

Share your listing on Facebook, Twitter, Pinterest and Email by simply tapping share under the product.

When do I have to ship my sneakers?

Once your sale is confirmed, we will send you an email and you can generate a prepaid shipping label. In order to avoid any tracking errors and delays with earnings, please ship within 3 days and do only use the generated shipping label.

Please note: In order to provide the best possible experience for all parties, we ask you to meet the deadlines. You can easily edit or delete your listing anytime. Just go to your account and tap “Edit listing”.

Do I pay for shipping?

As seller you can always send us your sneakers free of charge. Once your sale is confirmed, we will send you an email and you can generate a prepaid shipping label.

Why am I supposed to ship my sneakers to Pluggi?

To ensure all sneakers sold on Pluggi are authentic and in the right condition, sellers are required to send their sneakers to us once they are sold. We will send you an email and you can generate a prepaid shipping label. Once your sneakers have arrived at our warehouse, they are verified by our specialists. After they are authenticated, you will be paid and we take on the responsibility of shipping to the buyer.

When do I get paid?

You will be paid as soon as your sneakers have been authenticated by our specialists. Selling fees will automatically be deducted from your earnings. We then take on the responsibility of shipping to the buyer and dealing with any issues. When entering your payment information, please make sure your everything is correct.

How do I ship my item?

Once your sale is confirmed, we will send you an email and you can generate a prepaid shipping label. In order to avoid any tracking errors and delays with your payment, please ship within 3 days and do only use the generated shipping label.

Please make sure that your item is safely stored. Remember that the shoe box is part of the goods. Thus, carefully double box the sneakers and ship each sale separately using the corresponding label to the order.

Once you have shipped your item, your job is done and you will get paid as soon as your sneakers have been authenticated by our specialists.

How do I get my prepaid shipping label?

You will be able to generate your prepaid, pre-addressed shipping label through the link in your sale confirmation email. Please use this only to avoid any tracking errors and delays with your payment.

I accidentally sent items unrelated to my order with my sneakers. How do I get them back?

All items unrelated to the actual order will be disposed of upon arrival. For additional assistance, please email us at support@pluggi.de.

What happens if my sneakers are found to be fake?

If your sneakers do not pass the verification process administered by our specialists, the buyer
will be refunded the full amount and you will be invoiced the costs.