FAQ
Navigating a resale marketplace can raise questions, especially when dealing with exclusive, high-value items. In this section, we have compiled the most common questions from our community to help you understand how UrbanVibe works, from the moment you click buy until the package arrives at your door. If you don't find the answer you're looking for, you can contact our technical support.
Physical Verification
Center · Madrid
Purchasing and Payment Process
We accept various secure payment methods, including bank transfer and payments through integrated platforms that guarantee capital protection. Money is not released to the seller until the product has been verified as authentic by our team. This ensures your investment is always protected against potential fraud.
Related questions
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What payment methods are available?
We accept bank transfer and integrated payment gateways with capital protection. The money is held until verification confirms the item's authenticity.
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When does the seller receive the money?
Payment to the seller is released only after our team in Madrid confirms that the product is authentic and matches the listing description.
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What happens if I pay and the product is fake?
If an item does not pass inspection, the sale is automatically canceled and you receive a full refund of the amount paid.
Process summary
You select and pay
Payment is processed through integrated platforms with capital protection.
Seller ships to the center
The product travels to our verification center in Madrid.
Physical verification
Two experts review more than 20 control points before approving the sale.
Insured shipping to your door
The seller receives payment and you receive the verified product.
Shipping Times and Costs
Estimated timeframe
7–12
business days average delivery time from purchase to your home in Spain.
Included in the cost
- Transport from the seller to the verification center
- Physical inspection process
- Final insured shipping to your home
Delivery times vary depending on the seller's location and how quickly they ship the product to our verification center. Generally, you will receive your order within 7 to 12 business days. Shipping costs include transport from the seller to our offices, the inspection process, and the final insured shipment to your home.
Related questions
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Can I track my order status?
Yes. From your account, you can see every stage: payment confirmed, shipping to center, verification in progress, and final shipping to your address.
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Is the final shipment insured?
Shipping to your home includes transport insurance. If the package arrives with visible damage, you must register it at the time of delivery and contact support.
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Do you ship outside of Spain?
We currently operate with delivery within Spanish territory. For international shipments, contact support to evaluate availability and costs.
Returns and Cancellations Policy
When is a return accepted
Due to the nature of the resale market and price fluctuations, returns are only accepted if the product received does not match the seller's description or if it has undisclosed defects. If you change your mind after the purchase, we recommend relisting the product on our platform to recover your investment.
What to do in each case
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Product does not match the description
Contact support within the established timeframe. We will review the case and, if applicable, coordinate the return and refund.
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Undisclosed defects
If the verification detects a defect that the seller did not declare, you can accept compensation or request the cancellation of the sale.
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Change of mind
Returns due to change of mind are not accepted. You can relist the product on the platform to recover your investment.
How Verification Works
Verification center
Madrid, Spain
Inspectors per item
Minimum 2
Checkpoints
More than 20
Areas checked
Sole, upper, midsole, tongue label, stitching, box label
Each item is inspected by at least two experts at our center in Madrid. We check more than 20 checkpoints, from the sole structure to the label codes. If an item fails the inspection, the sale is automatically canceled and the buyer is fully refunded.
Related questions
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What happens if an item does not pass the inspection?
The sale is automatically canceled and the buyer receives a full refund. The seller can withdraw the product or request a second shipment.
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Does verification have an additional cost for the buyer?
The cost of the inspection is included in the shipping costs shown at checkout.
Account Registration and Security
To buy or sell, it is necessary to create an account with real data. We protect your personal information by following current privacy regulations. We recommend using secure passwords and not sharing your access credentials with anyone to maintain the integrity of your transactions.
Related questions
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What data do I need to register?
Name, a valid email address, and a real shipping address. For selling, additional identity verification may be required.
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How do you protect my personal data?
By following current privacy regulations. You can check the details in our privacy policy.
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Can I share my account with another person?
We do not recommend it. Sharing credentials compromises the security of your transactions and the integrity of the account.
Security recommendations
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Strong passwords
Use combinations of letters, numbers, and symbols. Avoid reusing passwords from other services.
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Real data
Register your account with truthful information. It is necessary for payment and shipping verification.
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Do not share credentials
Access to your account is personal. Sharing it can compromise your transactions.
Selling Used Products
Condition
Used · Verified
Although UrbanVibe specializes in new items (Deadstock), we allow the sale of used high-end sneakers provided the seller provides detailed photos of every sign of wear. These items go through the same authenticity check as new products.
Related questions
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What photos do I need to upload for a used item?
Photos of every sign of wear: sole, upper, toe box, heel, and labels. The more detailed, the faster the verification is completed.
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Do used items go through the same verification?
Yes. The authenticity check is identical to that of Deadstock products. The difference is that the declared signs of wear are also documented.
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Can I sell footwear that is not high-end?
UrbanVibe focuses on limited edition sneakers and premium streetwear. If your model does not fit this profile, it will not be approved for sale on the platform.
Can't find your answer?
Contact our technical support in Madrid
If after reviewing these frequently asked questions your doubt persists, write to us and we will respond during business hours. Include the order number or your account identifier to speed up the response.
Madrid Office
Calle de Fuencarral, 128, 28010 Madrid, España
Monday to Saturday: 10:00 — 21:00
+34 910 884 215