MY ACCOUNT

How can I create my customer account?

On the home page, click "Account", and then follow the instructions on the screen, which will guide you through the creation of your account.
When you log into your account, you can display your order history, change your password and delivery addresses, administer your subscription to the newsletter and manage your returns.

Do you share my personal information with third parties?

Information that you provide to A.P.C. will never be shared with, or sold to, other businesses.

How can I update the information in my customer account?

On the home page, click "Account", and then click the appropriate category (Account Information, Credits Cards, Address Book, My Orders, Exchanges and Returns, Newsletter Subscription)

How can I delete my customer account?

To delete your customer account, please contact A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.

What should I do if I forget my password or if I have trouble logging in?

If you are unable to log in, click "Forgot your password". You will receive a new password by e-mail. You can then log in and modify it in "Account" / "Account Information" / "Change password". If you continue to have trouble logging in, please contact A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.

A.P.C. NEWSLETTER

How can I subscribe to the A.P.C. newsletter?

On the website, click "Newsletter" in the top right menu or "Subscribe" at the bottom of the page, and then enter your e-mail address. You will receive the latest news from A.P.C.
In accordance with the French "informatique et libertés" law of January 6, 1978, you have the right to access, modify and delete your personal data.
After their first order, the A.P.C. customers agree to receive the newsletter.

How can I unsubscribe from the A.P.C. newsletter?

If you have a customer account, click "Account" then "Newsletter Subscriptions", and uncheck the corresponding box.
In accordance with the French "informatique et libertés" law of January 6, 1978, you have the right to access, modify and delete your personal data.

MY ORDER

How can I place an order?

Search by product type, by using looks or by search tool, and choose one or more products. Select the colour and size that you want, and then add the products to your bag. Finally, click the bag to log in and follow the steps to place your order.

Must I create a customer account to place an order?

To place an order on A.P.C. website, you must create a customer account. This allows you to store delivery and billing information for your orders, and to manage any product returns.

Can I modify or cancel my order?

To modify or cancel an order, please contact A.P.C. customer care as soon as possible, by calling + 33 (0)1 53 63 43 79 or by clicking here.

How can I be sure that my order has been confirmed?

You will receive an e-mail once your order has been confirmed.
You can also check the status of your order at any time by logging into your customer account and clicking "My Orders".

How soon will my order be processed?

All orders that we confirm before 11am, Monday through Friday, will be processed and shipped the same day.

Orders placed on Saturdays, Sundays or public holidays will be confirmed, processed and shipped the next working day.

Orders we confirm after 11am will be processed and shipped the next working day.

How can I view the status of my order?

To view the status of your order, log in and click "My Orders". This will allow you to display all your orders and their current status.

The order status codes are:

- "Waiting for confirmation": your order is waiting to be confirmed by A.P.C.,
- "Validated": your order has been confirmed by A.P.C.,
- "Being prepared": your order is being processed by our logistics group,
- "Shipped": your order has been transferred to the carrier,
- "Complete": your order has been delivered to the delivery address that you specified,
- "Canceled" : your order has been canceled by A.P.C.,
- "Closed" : your return has been processed by A.P.C.

What can I do if I have trouble placing an order?

Please contact A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.

When a product is not available, what do the codes mean?

When a product is completely sold out, we invite you to subscribe our stock alert by clicking on "Notify me when available".

I reside outside the European Union.  What taxes must I pay?

All our shipments to destinations outside the European Union, in addition to Switzerland and Norway, are shipped free of VAT.

Tax costs will be invoiced to you by the carrier upon reception of the package, depending on the laws of the destination country.

For shipment to the United Kingdom, sales prices are displayed in Pounds Sterling and include taxes, customs charges and other import costs. No additional customs charges anticipated on delivery.

"Duty free shopping" ("détaxe") applies solely to products purchased in a store and transported by the customer; therefore, it does not apply to on-line sales.

How can I view my invoices?

To view an invoice in PDF format, first log into "Account", choose the corresponding order in "My Orders" section. Then, click on "Print my invoice".
In case of difficulties in downloading your invoices, please contact A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.

PAYMENT

Is my payment secure?

During the payment process, the padlock symbol will appear in your browser to confirm that your connection is encrypted and secure. Authorization servers are then consulted in order to verify the payment data and combat abuse and fraud. SSL encryption technology ensures the security of the data that you enter during the banking transaction.

What are the means and conditions of payment?

All transactions on the A.P.C. website take place in Euros.

We accept the following credit cards as means of payment: Credit Card, Visa, MasterCard and American Express as well as PayPal.  

Why was my payment refused?

When your order is being confirmed, we ask your bank for a preauthorization. If it is not granted, we are obliged to refuse your order and it will not be processed any further.
For more information, please contact A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.

MY DELIVERY

What countries can you ship to?

We can ship to any country worldwide, with the exception of North America (USA and Canada), Japan and South Korea.

To ship an order to these countries, please log into their dedicated websites:

- For the USA and Canada, please click here
- For Japan, please click here
- For South Korea please click here

All our shipments to the European Union (Austria, Belgium, Bulgaria, Croatia, Cyprus, the Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Republic of Ireland, Romania, Slovakia, Slovenia, Spain, Sweden) are billed including the VAT applicable in France (20%).

All our shipments to countries outside the European Union (including and Switzerland and Norway) are shipped net of VAT.
Taxes are to be paid upon reception of the parcel, according to the applicable laws in the country of destination.

All our shipments to the United Kingdom factor in taxes, customs charges and other import costs. No additional customs charges anticipated on delivery.

What carrier do you use?

Carrier choice depends on the country your order is shipped to.

France and Monaco

A.P.C. offers three shipping methods: shipping via Colissimo, shipping via So Colissimo Commerce or Post, shipping via UPS.

- Shipments via Colissimo are delivered from Monday through Friday between 8am and 6pm. A notice is left in the absence of the recipient and the package is kept at the nearest post office for 14 days.

- Shipments via So Colissimo Commerce or Post cover more than 10 000 post offices and local shops (pressings, bookshops, grocery stores...) throughout France. Your items will be delivered in 24 to 72H maximum, from Tuesday to Saturday (except bank holidays) between 9 am and 3 pm. Upon receipt of your order by the shop or the post office So Colissimo, you receive an e-mail or an SMS informing you of the availability of your parcel. You have then a maximum of 10 working days to come and pick it.

- Shipments via UPS are delivered from Monday through Friday between 8am and 6pm. A notice is left in the absence of the recipient. After 3 delivery attempts and leaving the notice, the package will be kept at UPS for 7 days. The package is only delivered in person with signature.

Europe

A.P.C. offers up to three shipping methods, depending on the country: shipping via Colissimo, Chronopost and UPS.

- Shipments via Colissimo are delivered by our local partner from Monday through Friday between 8 a.m. and 6 p.m. A notice is left in the absence of the recipient and the package is kept at the nearest post office for 14 days.

- Shipments via Chronopost are delivered from Monday through Friday between 8am and 6pm. A notice is left in the absence of the recipient and the package is kept at the nearest post office for 14 days.

- Shipments via UPS are delivered from Monday through Friday between 8am and 6pm. A notice is left in the absence of the recipient. After 3 delivery attempts and leaving the notice, the package will be kept at UPS for 7 days. The package is only delivered in person with signature.

Other countries

A.P.C. offers one shipping method, shipping via UPS.

- Shipments via UPS are delivered from Monday through Friday between 8am and 6pm. A notice is left in the absence of the recipient. After 3 delivery attempts and leaving the notice, the package will be kept at UPS for 7 days. The package is only delivered in person with signature.

What are the shipping times and charges?

Shipping is charged at a flat rate, as follows.

Delivery is free of charge for orders equal or over 80 Euros.

France and Monaco

- Colissimo Delivery: 7€
- So Colissimo Commerce or Post Delivery: 4€
- UPS Delivery: 15€

2 to 3 working days

Europe (excluding the United Kingdom)

- Colissimo delivery (to specific countries: from €10, 3 to 5 working days
- Chronopost Delivery: from 11€, 2 to 5 working days
- UPS Delivery: from 20€, 2 to 3 working days

For some countries, shipping times and prices will be recalculated when you will place the order.

United Kingdom

- Chronopost Delivery: from £14, 3 to 6 working day

Other countries

- UPS Delivery: 50€, 2 to 8 working days

How can I track the delivery of my parcel?

Log into your account, and then click "My Orders". The status of your orders will be displayed.  A link allows you to track the delivery of your parcel.

When your order is shipped, you will receive an e-mail containing the tracking number and a link to the carrier's website.

Can my order be picked up at an A.P.C. store?

It is not possible to deliver orders to an A.P.C. store.

Do you ship to post office boxes?

For security reasons, we are not able to ship to post office boxes.

Can my order be shipped to an address other than the billing address?

"Address Book" section in "Account allows you to store up to seven different shipping addresses.

Can I change the shipping address once my order has been confirmed?

Once your order has been confirmed, if you want to change the shipping address, please contact A.P.C. customer care as soon as possible, by calling + 33 (0)1 53 63 43 79 or by clicking here. Although we will do our best, we cannot guarantee that such requests can be taken into account.

I have not received my parcel. What should I do?

If you have not received your parcel within the planned schedule, please log into your account, click on "My Orders", and display the order status and the delivery tracking information.
In case of a problem, please contact A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.

My parcel was damaged in transit. What should I do?

If, upon delivery, you find that your parcel is damaged, we recommend that you indicate this on the delivery slip, signed for and with written details. A.P.C. customer care can then be contacted by calling + 33 (0)1 53 63 43 79 or by clicking here.

A product is missing in my parcel. What should I do?

Please contact A.P.C. customer care as soon as possible, by calling + 33 (0)1 53 63 43 79 or by clicking here.

I have received a defective product. What should I do?

Please contact A.P.C. customer care as soon as possible, by calling + 33 (0)1 53 63 43 79 or by clicking here.

MY EXCHANGES

Under what conditions may I exchange a product?

Online exchange is available for all orders placed via the website.
Exchanges can only be made for a different color and/or size of the same item. You cannot exchange an item for an item with a different product code.

For hygiene reasons, undergarments cannot be exchanged.

A given item may only be exchanged once. If, after completing the exchange, you are still not satisfied with the new item, your order will be reimbursed for the value of your original item.

Since the website and A.P.C. stores operate independently, a product that has been purchased in one network cannot be exchanged via the other network.
If the item was purchased on the website, the exchange must be made via the website.

I would like to return an item. What should I do?

Upon receiving the item, if you are not satisfied with it, you must make an online request for exchange within 14 days of receiving your order. To do this, log on to your "Account" page, display the associated order, click "exchanges and returns" and follow this procedure:

- Request an exchange authorization by selecting the item(s) you want to exchange, the size and/or color you want to exchange them for and, optionally, providing your comments,
- Prepare the item(s) being exchanged, in its/their original inner and outer packaging.

Once your exchange request has been validated by the A.P.C. customer care team, you will receive, by e-mail, a prepaid return label that allows you to return the item(s) you are not satisfied with.
You only have to print it and place it on the parcel. Then, you can drop the parcel off:

- At a post office or a Colissimo collection location (relais de collecte) if you are in France
- In a UPS deposit if you are abroad. You can also contact them to organize the pick-up at your place.

You must return the item(s) being exchanged within 14 days of your exchange authorization request to the following address:

A.P.C.
CROSSLOG
104 rue Denis Papin
77550 Moissy Cramayel
France 

If the conditions for return are fulfilled and the item requested in exchange is available, A.P.C. will enter a new order corresponding to the exchange and the new item will be shipped to the delivery address appearing on the original order.

You will then receive an e-mail informing you of the status of the exchange order.

If the requested item is not available, A.P.C. will reimburse you the value of the original item, the day the returned item is received, provided that the latter adheres to the conditions stated above.

If, after the exchange, you are still not satisfied with the exchanged item, A.P.C. will reimburse you the value of the original item, the day the returned item is received, provided that the latter adheres to the conditions stated above.

How long do I have to exchange an item?

You must make an online request for exchange within 14 days of receiving your original order.

You then have 14 days from the date of your exchange request to return the item you want to exchange.

Are shipping fees for the returned item and the new item at my expense?

Shipping fees for the returned item and the new item will be borne by A.P.C., provided that they both adhere to the deadlines stated above.

Why was my exchange refused?

Your exchange may have been refused for any of four reasons:

- Exchange request made too late (over 14 days after receiving your initial order),
- The item you requested in exchange is not available,
- The item being exchanged was returned too late (over 14 days from the date of your online exchange request)
- Item being exchanged was received in unacceptable condition.

Items that have not been returned in their original packaging, their original condition, or that have been worn, washed, damaged or soiled, will not be accepted for exchange.
If you decide nevertheless to return items that are not in a saleable condition, A.P.C. will not pay a refund and the product(s) at issue will be returned to you at the delivery address appearing on the original order.

For more information, please contact the A.P.C. customer care team on + 33 (0)1 53 63 43 79 or by clicking here.

RETURNS

Under what conditions may I return a product?

Products must be returned in new condition and in their original packaging.

Products cannot be returned if they are incomplete, damaged, soiled, or if they have been worn. For reasons of hygiene, undergarments cannot be returned.

I would like to return a product. What should I do?

To return a product, you must first obtain a return authorization.
Log into your account, display the associated order, and follow this procedure:

- Request a return authorization by selecting the product(s) you want to return. Enter the reason for the return. You may optionally enter your comments.
- Prepare the item(s) being exchanged, in its/their original inner and outer packaging.

When your request has been authorized by A.P.C. customer care, you will receive an e-mail with a prepaid UPS label. The return shipping charges are paid by A.P.C.

You only have to print it and place it on the parcel. Then, you can drop the parcel off:

- At a post office or a Colissimo collection location (relais de collecte) if you are in France
- In a UPS deposit if you are abroad. You can also contact them to organize the pick-up at your place.

What is the time limit for returning a product?

The time limit is 14 business days, counting from the delivery date.

In accordance with French law (the "loi Châtel"), you are entitled to withdraw your order by returning the merchandise to us within seven days. You will then be refunded for the returned products, as well as for the outward shipping charges. Beyond these 7 days, A.P.C. takes care of the expenses of return; only returned articles will be refunded you in the cost price.

Additionally, article L.121-20-1 of the French consumer code stipulates that "when the right of withdrawal is exercised, the vendor shall refund the customer all amounts paid as soon as possible and in any case within the 30 days following the date when this right was exercised. Past this time, the amount due is, by operation of law, subject to interest at the legally-applicable rate."

Must I use a particular shipper when returning products?

If you request the return within 14 days of receiving the parcel, A.P.C. will pay return shipping charges. Once the request is authorized by A.P.C. customer care, we will send you an e-mail with a prepaid return label that you should affix to the parcel containing your returns.

How long does a refund take?

Once your return package has been received and validated, the refund will be processed on the same day. You will receive an email confirming the refund.

How can I tell if A.P.C. has received my parcel?

To determine the status of your return, please contact A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.

Why was my return refused?

Your return may be refused for three reasons:

- Return request made too late (over 14 days after receiving your initial order),
- The item was returned too late (over 14 days from the date of your online return request)
- Item being returned was received in unacceptable condition.
products must be returned in pristine condition and in their original packaging. Products may not be returned if they are incomplete, damaged, soiled, or if they have been worn.

For more information, please contact A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.

Can I return a product I bought on the website in an A.P.C. store, or vice versa?

Our stores and our website operate independently, products must be returned to the same entity from which they were bought.

OUR PRODUCTS

I am looking for a product that is not shown on the website?

The website features our current collection, as well as current collaborations. If you do not find the product you are looking for, please contact A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.

A product is not available on the website. Can you inform me of an outlet where I might find it?

Please contact A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.

How can I get more information about a product?

You will find its principal characteristics on the product page (description, composition, care instructions…)

If you would like other information about a product, please contact A.P.C. customer care, by calling + 33 (0)1 53 63 43 79 or by clicking here.

Where can I find products from previous A.P.C. collections?

After a period of one year, our previous collections are available at:

SURPLUS A.P.C.
20 rue Andre del Sarte
75018 PARIS
+33 1 42 62 10 88
From Tuesday to Saturday, 11:00 pm to 7:30 pm
Sunday, 12:00 pm to 6 pm

And also in the Surplus category, available online.

OUR LOYALTY PROGRAM

How does the A.P.C. Loyalty program work? 

The program rewards client loyalty and allows clients to earn points, depending on their purchase amounts. You receive 1 point for every 1 euro spent on the A.P.C. site or in an A.P.C. store. After accumulating 400 points, you unlock special benefits. After 800 points, you can receive a pair of jeans.
To find out more about the program, click here.

How can I earn points in my loyalty account?

You earn points with each purchase in an A.P.C. store or on the A.P.C. site.
1 euro of purchases = 1 point. All of your points are credited to your loyalty account and remain valid for a 12-month period starting from the date of purchase that offered you the points in question.

How do I subscribe to the loyalty program? 

You can subscribe to the program by visiting one of our A.P.C. stores or on the A.P.C. site. 

In stores:
If you do not already have a client account, a member of our store team will create your client account during your store visit and register you in the program. If you already have an account, the team member will add your registration to the existing account. 

On the A.P.C. site:
You can register in the program in several ways: 

- By creating your client account online. When you create it, you must confirm your registration in the program before finalizing your account.
- If you already have an account, you can subscribe by visiting the "My Account" space and clicking on the “Loyalty” tab.
- During a purchase on the site, after entering your address and the delivery choice, a loyalty pop-up appears, inviting you to register.

What are the benefits of the program?

When you earn 400 points over a 12-month period, you unlock loyalty benefits for a year:

- Free standard alterations in A.P.C. stores in France (see detailed list in the loyalty program terms of service);
- A tote bag offered with each store purchase or on the site (excluding loyalty purchases or from store stock);
- Access to loyalty sales;
- Free shipping for all orders on the A.P.C. site, delivered to France.

When you earn 800 points over a 12-month period, you unlock the loyalty denim offer for one year: you receive a free pair of jeans, to order online from your client account (loyalty tab) or to choose in our stores from amongst a selection of models.

When will I receive my A.P.C. Loyalty dog tag? 

When you earn 400 points for the first time, a loyalty dog tag engraved with your loyalty number is sent to the postal address associated with your client account.

How do I link my loyalty number to my account on the A.P.C. site?

If you received a loyalty number in a store, you can link it to your web account to combine your points. To do so, log into your client account by clicking here, then go to the “Loyalty” tab.
Answer “yes” to the question “Do you already have a loyalty number from an A.P.C. store?” A formula appears, asking you to enter your number. Then, simply confirm the information.

How do I know if I registered for the loyalty program correctly and if I earned any points? 

For information about your status, loyalty benefits or point balance, you can:
- ask a team member in a store
or
- visit the A.P.C. site and go to the “Loyalty” tab in the "My Account" section.

Where can I use my loyalty benefits?

You can redeem your loyalty benefits in the entire A.P.C. network in France: A.P.C. stores and the A.P.C. site (excluding retailers and department stores). 

Why haven’t my points appeared in my account yet?

There is a 21-day delay before points are credited on the A.P.C. site.
After this period, your points will be credited if no requests for returns or reimbursements have been made. 

Why did I receive fewer points than the value of my purchase?

In some cases, the credited points can be less than the amount of your purchase because: 

- The points are calculated according to the tax-inclusive value of items from web and store stocks.
- For purchases during promotional periods, the value of the discount is not taken into consideration.
- Returned and/or reimbursed products are not taken into consideration.
- Fees linked to services (alterations, dry cleaning, etc.) are not taken into consideration.

For more information, contact A.P.C. customer service by phone at +33.1.53.63.43.79 or by clicking here.

Why have my accumulated points disappeared? 

When you reach 800 points, you automatically access the denim offer. You can then choose your free pair of jeans in the “Loyalty” tab of the “My Account” section. The 800 points are automatically removed.

If you are having problems ordering your free pair of jeans, contact A.P.C. customer service by phone at +33.1.53.63.43.79 or click here.

Why don’t I have access to loyalty benefits anymore?

When you earn 400 points over a 12-month period, you unlock loyalty benefits for a duration of one year. To renew or prolong access for another year, you must earn 400 points over a 12-month period again.

Why didn’t I receive my tote bag when I placed an order on the site?

A tote bag is offered to clients who have access to loyalty benefits for all orders delivered to metropolitan France or Monaco.
This does not apply to orders from store stocks and loyalty orders containing free pairs of jeans.
Stocks of tote bags are limited.

Why does my cart include shipping fees?

As soon as you have at least 400 points in your account, shipping fees are waived for all orders delivered to France or Monaco. 

In case of problems, please contact A.P.C. customer service by phone at +33.1.53.63.43.79.

Why haven’t I received my Loyalty dog tag? 

The loyalty dog tag is sent by postal mail to the billing address indicated in your client account when you accumulate 400 points for the first time. Delivery may take up to two weeks.

If you have not received your dog tag after two weeks, please contact A.P.C. customer service by phone at +33.1.53.63.43.79 or by clicking here.

How can I receive my free pair of jeans? 

You can receive your jeans in two ways:
- In a store, by asking a team member.
- On the A.P.C. site: by clicking on the “access the loyalty denim page” from the “My Account” section in the “Loyalty” tab.

Can I exchange my free pair of jeans if it’s the wrong size?

You can exchange your free jeans one time if the size is not correct.
If you chose your jeans in-store, visit an A.P.C. store to make the exchange.
If you ordered your jeans on the A.P.C. site, go to the "My Account" section and the “My orders” tab. Then, follow the instructions to request an exchange. 

I have 800 points, but I do not have a free pair of jeans. Why not?

The maximum number of jeans offered in the loyalty denim offer is 7 per person and per year. Beyond that, you continue to accrue points that can be taken into account over the next 12-month period.

How can I unsubscribe from the program?

Inform customer service of your decision by sending an e-mail to: info@apc.fr. You must provide your loyalty number and a copy of your ID. When you unsubscribe from the program, you definitively lose any validated benefits and points.

CUSTOMER CARE

How can I contact A.P.C. customer care?

You can send an e-mail to info@apc.fr or use "Contact" in the top right menu. Customer care representatives are also available by calling + 33 (0)1 53 63 43 79 Monday to Thursday from 9:30 am to 12:30 pm and from 2 pm to 6 pm, and Friday from 9:30 am to 12:30 am and from 2 pm to 4:30 pm.

How can I contact you with a complaint?

Please contact A.P.C. customer care, mentioning all relevant information so that we can respond as quickly as possible.

ABOUT A.P.C.

What if my claim remains unanswered?

If you do not receive an answer from APC customer service within 2 months, you have the opportunity to enter a mediator of the dispute free of charge.

You can contact the mediator at the following address:

A.P.C.
Marie Amalou
39 rue Madame
75006 Paris
France

You can find more information on the mediation process on the European Online Dispute Resolution Platform (RLL) between consumers and professionals by clicking here.

How can I obtain the address of a point of sale for A.P.C. products?

You can obtain the addresses of our points of sale by clicking on "Stores" link on the website.

Where can I get more information about the A.P.C. brand?

You can stay informed about the latest news from A.P.C. by subscribing to the A.P.C. newsletter.

How can I apply for a job at A.P.C.?

Please send a covering letter, a letter of application and your CV to the following address: apply@apc.fr

I am a retailer and I would like to sell the A.P.C. collection?

Please contact our wholesale department by clicking here, selecting Wholesale as subject.

Returns and exchanges always free

Newsletter: new collection, collaborations, events, sales. Stay in touch with A.P.C.

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