KLEKT

Frequently Asked Questions

Find answers to common questions about KLEKT

  1. Creating an account in the KLEKT App is simple and allows you to start buying, selling, and managing your sneakers and streetwear items. Here’s how you can create your account:
    1. Download the KLEKT App. ( https://bit.ly/3kmVwpV )
      1. Go to the App Store (iOS) or Google Play Store (Android) on your mobile device.
      2. Search for KLEKT in the search bar.
      3. Download and install the app to your device.
    2. Open the App.
      1. Once the app is installed, tap to open it.
    3. Sign Up
      1. On the welcome screen, tap "Sign Up" or "Create Account."
      2. For quicker registration, you can sign up using your email address or via social media accounts like Facebook or Google.
      3. If you sign up with an email, simply enter your email address and create a secure password.
    4. Complete Your Profile
      1. After registration, you’ll be prompted to fill in your profile information, such as:
        1. Full name
        2. Shipping address (for purchases)
        3. Phone number (optional)
        4. Payment information (if you plan to buy products)
    5. Verify Your Account
      1. You will receive a verification code via email or message. This ensures the security of your account and that you have provided the correct contact details.
    6. Start Browsing and Shopping
      1. Once your account is set up, you can browse available sneakers, streetwear, and other products and manage your listings if you plan to sell.
      2. Once your account is ready, you can shop for sneakers and streetwear or manage your own listings
  2. If you encounter any issues or need assistance while signing up, email KLEKT’s customer support at support@klekt.com.
  1. If you’d like to update your personal information, payment details, or other preferences in the KLEKT app, follow these simple steps to edit your profile:
    1. Open the KLEKT App
      1. Launch the KLEKT App on your mobile device.
    2. Go to Your Profile
      1. Tap on the profile icon in the bottom right corner of the screen to access your account.
    3. Edit Profile Information
      1. You’ll see a “Settings” option on your profile page. Tap this to make changes.
      2. You can update the following information:
        1. Name
        2. Date of birth
        3. Email address
        4. Shipping address
        5. Phone number
        6. Payment method (credit card or PayPal details)
        7. Currency
        8. Manage notifications
      3. Save Changes
        1. Once you’ve made the necessary updates, save the changes.
        2. Some updates (like email address or phone number) may require verification via a confirmation link or code sent to you.
  2. If you have any trouble updating your profile or need assistance, feel free to reach out to KLEKT customer support at support@klekt.com.
  1. If you’ve forgotten your password or want to change it for security reasons, you can easily reset it in the KLEKT app. Here’s how:
    1. Open the KLEKT App
      1. Launch the KLEKT App on your mobile device.
    2. Go to the Login Screen
      1. On the app’s login page, tap "Log In".
    3. Tap "Forgot Password?"
      1. Under the password field, you’ll see an option that says "Forgot your password?" Tap on it.
    4. Enter Your Email Address
      1. You’ll be prompted to enter the email address associated with your KLEKT account.
      2. Make sure you enter the correct email that you used to create the account.
    5. Check Your Email
      1. Once you submit your email, KLEKT will send you a password reset link to your inbox.
      2. Open the email and click on the reset link.
    6. Create a New Password
      1. After clicking the link, you’ll be redirected to a page where you can enter a new password.
      2. Make sure your new password is secure and different from the old one.
    7. Log In with Your New Password
      1. Once your password is reset, return to the KLEKT app and log in using your new password.
  2. If you haven’t received the password reset email within a few minutes, check your spam or junk folder. If you continue to experience issues, reach out to KLEKT customer support at support@klekt.com for further assistance.
  1. Open the KLEKT App
  2. Use the Search Bar – Enter the sneaker brand, model, or style code.
  3. Filter Your Search – Narrow results by size, condition, or price.
  4. Browse & Select – View product details, images, and pricing.
  5. Buy Your Sneakers – Choose your size and tap “Buy Now” to checkout.
  1. Open the KLEKT App and log into your account.
  2. Search for the sneakers you want to save.
  3. Tap the heart icon ❤️ next to the sneaker listing and choose your size
  4. The item will be added to your Wishlist, which you can access from your profile.
  1. We offer different secure payment options to ensure a smooth and convenient shopping experience for our customers. You can choose the payment method that works best for you: Debit or Credit card, PayPal and Google Pay.
  1. Open the KLEKT App or Website – Log in to your account.
  2. Search for Sneakers – Use the search bar or browse categories.
  3. Click “Buy” and choose the correct size
  4. Click in “Add Cart” or “Buy now”
  5. Enter Shipping Details – Make sure your address is correct.
  6. Choose Payment Method – Pay with debit/credit card, PayPal or Google pay
  7. Confirm Your Order – Review details and complete your purchase.
  8. Once confirmed, you’ll receive an order confirmation email with the order details.
  1. As an online marketplace that connects buyers with private sellers, we do not accept cancellations.
  1. You can track the status of your order directly in the KLEKT App under the "Orders" section. Here, you’ll be able to see real-time updates as your order progresses through different stages, which include:
    1. Shipping to KLEKT: The seller has shipped the item to us.
    2. With KLEKT: We have received and are processing the item.
    3. In Authentication: Our experts verify your item's authenticity.
    4. Failed Authentication: Our experts have determined that it does not meet our authenticity standards or does not match the listing description
    5. Shipped to customer: Your order has passed authentication and is coming to you.
    6. Cancelled and refunded: The order has been cancelled, and you will receive a full refund. You will also be notified via email about the failed authentication and the confirmation of the refund of your order.
  2. Additionally, you will receive email updates at each stage of the process. Once your order is shipped, you will get an email containing your tracking details, allowing you to monitor the delivery progress.
  3. If you have any concerns, feel free to reach out to our customer support team at support@klekt.com
  1. A gift card is a prepaid digital card that can be used to make purchases within the app. You can also send it to someone else as a gift.
  1. Navigate to the ‘Gift Cards’ section in the app.
  2. Choose an amount (e.g., €50, €100, €250).
  3. Add to your basket and complete the purchase using your preferred payment method.
  4. You will be notified when your gift card is ready to be used, or to be gifted as described in point 5 below.
  1. A unique gift card code will be generated.
  2. Initially, the card status will be ‘Pending Settlement’.
  3. Once your payment is confirmed, it becomes ‘Ready to Activate’.
  1. Navigate to ‘My Gift Cards’ in your account.
  2. Select ‘Activate’ and enter the unique code.
  3. The amount will then be added to your account balance.
  1. Yes! After purchasing a gift card, you can easily send it to someone using your smartphone’s native share feature.
    1. To send a gift card:
      1. Go to ‘My Gift Cards’ under ‘My Purchases’.
      2. Tap on the ‘Ready to Activate’ section.
      3. Select ‘Share’.
      4. Your phone’s native share menu will appear – choose how you want to send it (WhatsApp, email, SMS, etc.).
      5. The recipient will receive a clickable link.
    2. When your recipient taps the link:
      1. A confirmation window will appear to ensure they want to activate the gift card.
      2. Once confirmed, the gift card will be instantly activated and the gifted amount credited to their KLEKT balance.
        1. You may be asked to confirm the gift in your own account – this helps ensure it’s sent to the right person and reduces fraud.
    3. Note for gift card recipients:
      1. If the recipient isn’t logged in – or doesn’t yet have a KLEKT account – they’ll be prompted to log in or sign up first.
      2. Once logged in, they simply need to tap the link again to activate and claim the gift card.
    4. Once the gift card is activated:
      1. The balance will automatically be used first at checkout.
      2. If part of a payment is made using a debit or credit card, refunds are handled as explained in section 8 below.
  1. Purchased – Payment is still processing.
  2. Ready to Activate – You can now activate the card.
  3. Activated – The card has been redeemed and funds added to your balance.
  4. Voided – The card has been cancelled or refunded.
  5. Expired – The card is no longer valid.
  6. Gifted – The card has been gifted and received by another user.
  1. At checkout, your current balance will be visible during payment.
  2. If your balance covers the full amount, no further payment is required.
  3. If not, you can pay the remaining amount using your chosen method (e.g., debit or credit card).
  1. If the full purchase was made using your gift card balance, the refund will be returned to your balance.
  2. If a mixed payment was used:
  3. Refunds are prioritised to your original payment method (where possible).
  4. Otherwise, refunds will go to your balance to help avoid payment gateway fees.
  1. Yes! In your account, you can view:
    1. Cards you’ve purchased.
    2. Cards you’ve activated.
    3. Cards you’ve sent or received.
  2. Each entry will show the current status and amount.
  1. Gift cards are issued in the purchaser’s chosen currency (e.g., €, £, $) at fixed denominations available in that currency.
  2. When you buy a gift card, you pay in your selected currency.
  3. The recipient will receive the equivalent value converted into their local currency.
  4. For example:
    1. Buying a £500 gift card means the recipient may receive approximately €580.
    2. Buying a €500 gift card means the recipient may receive around £480.
  5. This means you can give gifts to people outside your country, and we will convert the amount automatically for you.
  6. Currency conversion is applied automatically so both purchaser and recipient get the correct value in their respective currencies.
  1. For any additional queries please feel free to contact our customer service via email at: support@klekt.com
  1. The cost of delivery depends on the buyer’s location. Shipping fees vary based on distance, shipping method, and local courier rates. When placing an order, buyers will see the exact delivery cost calculated at checkout based on their delivery address.
  1. Delivery times depend on how quickly the Seller can ship the item to us, after the item is purchased. On average, you can expect your item to be dispatched within 7-12 Working Days after placing an order. The average delivery time from our warehouse to you is 3-5 Working Days from dispatch. If the seller fails to ship the item, we will cancel and refund your order to the original payment method. ** This part is very important to be updated on the confirmation emails that the buyers received, as it states the exact date of delivery which it is in like 5-7 business days, something impossible as we do not have the item, also the word estimated should be added too as we can not guarantee the exact day of delivery but yes an estimated date of delivery**
  1. We are pleased to offer international shipping. Shipping availability, costs, and delivery times may vary depending on the destination, local regulations, and courier services.
  2. Buyers can view the available shipping options and costs at checkout based on their location. Please note that international orders may be subject to customs duties and import taxes, which are the buyer’s responsibility.
  1. As an online marketplace that connects buyers with private sellers, we do not accept returns, exchanges or cancellations. 
  2. Before completing your purchase, we strongly recommend double-checking the shoes' size, colour, and style to ensure they meet your expectations. Since each seller may have different sizing charts or fit variations, reviewing the product details carefully can help avoid any issues.
  3. If you receive an item that is significantly different from the description—such as the wrong size, colour, or a product with undisclosed defects—please contact our support team as soon as possible. We’ll assist you in resolving the issue under our marketplace guidelines.
  1. We only initiate a return if the item received differs significantly from the listing description. Since we only work with private sellers, all purchases are considered final sales, and returns for reasons such as a change of mind, wrong size selection, or personal preference cannot be accepted.
  1. If a buyer is eligible for a refund due to receiving an item significantly different from the listing description, the refund will be processed after the return has been confirmed, approved, and returned to our premises. Once initiated, the refund may take 5-7 business days to be credited back to the buyer’s original payment method, depending on the payment provider and bank processing times. Some financial institutions may take longer, especially for international transactions.
  1. If an item is returned to KLEKT because it is unable to be delivered to the buyer (e.g., due to an incorrect address, failure to pick up the package, or issues with the courier), here’s what happens next:
    1. Notification
      1. You will receive a notification from KLEKT informing you that the item was returned due to delivery issues. This may include details about the reason for the return (e.g., incorrect address, failed delivery attempts).
    2. Verify the Delivery Address
      1. If the issue is related to an incorrect or incomplete address, we recommend reviewing your shipping information to ensure it is accurate and up to date.
      2. You may need to update your address and provide any additional information to facilitate a successful delivery.
    3. Re-attempt Delivery or Refund
      1. Re-delivery: Once the correct address is confirmed, we will arrange for the item to be re-shipped. Please note that additional shipping fees may apply in some cases.
      2. Refund: If the delivery issue cannot be resolved (e.g., if the item cannot be re-shipped), we will assess the situation and may issue a refund depending on the circumstances, deducting the shipping fees.
  2. To avoid future delivery issues, please double-check your shipping address and make sure all information is correct before completing a purchase.
  1. At KLEKT, we go through a rigorous authentication process carried out by experts with years of experience in the industry. Our team carefully inspects all areas of an item, from the packaging to the stitching and the materials to the shape. We have strict measures to ensure your item is authentic, and all counterfeit products are stopped at the door.
  1. Sneakers are typically graded based on their condition to help our buyers understand their quality and level of wear. We have the following options available: 
    1. Deadstock (DS)
      1. Completely unworn and brand new sneakers.
      2. Includes the original box, tags, and accessories (if applicable).
      3. No signs of wear, creasing, or damage.
    2. New with Defects
      1. Sneakers are unworn but may have minor factory flaws or imperfections.
      2. Defects may include slight discolouration, glue marks, stitching errors, or box damage.
      3. Original box and accessories may or may not be included.
    3. Used
      1. Sneakers have been previously worn and show signs of use.
      2. May have creasing, scuffs, sole wear, or discolouration.
      3. Conditions vary, so buyers should carefully review the photos and description before purchasing.
  1. We take the integrity and authenticity of the products sold on our marketplace very seriously. If you suspect an item you’ve received may be counterfeit, please contact our support team immediately. We will work with you to investigate the issue and ensure the item meets the standards of quality and authenticity.
  2. To protect buyers and sellers, we have a strict policy to prevent the sale of counterfeit goods. All products listed are carefully monitored to ensure they are genuine and meet our marketplace's requirements.
  1. If you have any questions, concerns, or issues regarding your order or our marketplace, our customer support team is here to help. You can easily reach us via email at support@klekt.com 
  2. We aim to respond to all inquiries as quickly as possible, and our team will assist you with any questions about products, returns, refunds, or anything else you may need.
  3. Feel free to contact us; we’ll be happy to help you!
  1. Download the KLEKT App:
    1. Go to the App Store (iOS) or Google Play Store (Android) and search for "KLEKT."
  2. Download and install the app on your mobile device.
    1. ( https://bit.ly/3kmVwpV )
  3. Sign Up:
    1. Open the KLEKT app
    2. Tap on "Become a Seller" (or "Create Account") to start the registration process.
    3. You can sign up using your email address.
  4. Set Up Your Profile:
    1. Complete your profile by entering your personal information, including your name, Address, date of birth and phone number
  5. Add Payment Details:
    1. To sell on KLEKT, you must set up a payment method (PayPal or bank account). This allows KLEKT to process payments for your sales. 
    2. The payments will be processed via Hyperwallet and transferred to your chosen payment method.
    3. Go to the “Payment” section of the app and link your PayPal or bank account. 
    4. Complete Identity Verification: KLEKT Hyperwallet requires sellers to verify their identity. To do this, upload a government-issued ID (e.g., passport or driver’s license) and proof of address (such as a utility bill).
    5. This step ensures the platform's security and compliance with regulations.
  6. Start Listing Sneakers:
    1. Once your account is set up and verified, you can start listing sneakers for sale.
  1. To list an item, search for it by name or style code within the KLEKT app. Once you've found your item, go to its product page and tap the 'Sell' button. Provide detailed images and descriptions, especially if the item is used or has defects. Finally, set the price you would like to sell the item for.
  1. Yes, KLEKT charges a processing fee on each sale. This fee is included in the sale price you set
  1. Payments are processed through the Hyperwallet system. Your Hyperwallet account is created automatically when you list your first item. Please ensure your account information is accurate to facilitate smooth payments. Verify your Hyperwallet account using the link sent to your email, which may require a form of ID and proof of address.
  1. When you sell an item on KLEKT, you must ship the sneakers to our authentication centre for verification before they are sent to the buyer. Here’s how to ship your sold items to KLEKT:
    1. Sell the Item & Receive Instructions
      1. Once your item sells, KLEKT will notify you and provide detailed instructions on how to ship the sneakers, including a shipping label and any other important details.
    2. Prepare the Sneakers for Shipping
      1. Pack the Sneakers: Ensure that the sneakers are packed securely in their original box with any accessories (e.g., extra laces, dust bags, etc.) if applicable.
      2. Include Original Packaging: KLEKT generally requires items to be shipped with the original box, and the box should be in good condition.
    3. Condition:
      1. Ensure the sneakers are in the same condition you described in your listing.
    4. Print and Attach the Shipping Label
      1. KLEKT will provide a shipping label, which the seller must generate on their profile in the sold items section.
      2. Print the label and attach it securely to the package.
    5. Ship the Item
      1. Please take your package to the designated courier (such as UPS, DHL, or another shipping service, as instructed by KLEKT).
      2. Keep any tracking numbers or receipts for your records.
    6. Track the Shipment
      1. After shipping, you can track the package to ensure it reaches the KLEKT authentication centre.
    7. KLEKT will notify you once they receive the item.
    8. Authentication and Payment
      1. After the sneakers are authenticated and verified by KLEKT, the item will be shipped directly to the buyer.
      2. Once the buyer receives the sneakers, KLEKT will release your payment.
  1. After confirming a sale, you have 72-96 hours to ship the item to KLEKT's warehouse using the provided shipping label. Failure to ship within this period may result in the sale being cancelled and potential penalties being applied to your account.
  1. To print or generate a shipping label for your sold sneakers on the KLEKT app, follow these steps:
    1. Confirm Sale:
      1. Once your item is sold, KLEKT will notify you with detailed shipping instructions.
    2. Go to Your Sales:
      1. Open the KLEKT app and go to your profile or dashboard.
      2. Tap on "My Sales" to view the items you have sold.
    3. Select the Sold Item:
      1. Find the listing for the sold sneakers you need to ship and tap on it.
    4. Generate Shipping Label:
      1. You should see an option to "Print Shipping Label".
      2. Tap on this option. KLEKT will provide you with the label, which you can download as a PDF file. 
    5. Print the Label:
      1. Open the downloaded PDF on your phone.
      2. Use a printer to print the shipping label.
      3. Ensure that the label is printed clearly and is thoroughly readable.
    6. Attach the Label:
      1. Once printed, securely attach the label to your package. Make sure it is visible and firmly and correctly attached to the top of the box.       
    7. Ship the Package:
      1. After attaching the shipping label, take the package to the specified courier in your Shipping label.
  2. Following these steps, you can quickly generate and print the shipping label for the sneakers you sell directly from the KLEKT app!
  1. When listing sneakers on KLEKT, it’s essential to accurately describe their condition to ensure a smooth transaction and avoid penalties. KLEKT categorises sneakers into three main conditions:
    1. Deadstock (Brand New)
      1. Unworn, completely new sneakers.
      2. Comes with the original box and all accessories (extra laces, tags, etc.).
      3. No signs of wear, damage, or alterations.
    2. New with Defects
      1. Unworn sneakers may have minor factory flaws or storage-related damage.
      2. Possible issues include slight discolouration, glue stains, or minor marks.
      3. It must still come with the original box, even if slightly damaged.
    3. Used
      1. Sneakers that have been worn but are still in good condition.
      2. Clear signs of use, such as creasing, dirt on the soles, or slight wear on the materials.
      3. Must include detailed photos of any signs of wear or flaws.
  2. Best Practices for Describing the Condition of your item:
    1. Be honest and transparent to avoid returns or penalties.
    2. Include high-quality photos from multiple angles for Used and New with defects
    3. Mention any missing accessories (if applicable).
  3. Accurately describing your sneakers helps build trust and ensures a smooth selling experience on KLEKT!
  1. If KLEKT receives an item that doesn’t match the listing (e.g., incorrect size, condition, or missing accessories), we will consign the item on your behalf after cancelling the sale. Before proceeding, we will work with you to ensure the item is correctly described. However, if the item is found to be Counterfeit, it will not be consigned, and KLEKT will take action against counterfeit goods. To maintain trust and quality on KLEKT, sellers whose items fail authentication or are inaccurately listed will be subject to penalty fees. These penalties cover the cost of inspection, handling, and return shipping.
  1. If you have any questions, concerns, or issues regarding your sale, our customer support team is here to help. You can easily reach us via email at support@klekt.com 
  2. We aim to respond to all inquiries as quickly as possible, and our team will assist you with any questions about products, returns, refunds, or anything else you may need.
  3. Feel free to contact us; we’ll be happy to help you!
  1. These can be found on the App.
    1. Go to "Your Account" area
    2. Scroll to the bottom and you will see "Terms of Service"
    3. Click this
  1. The privacy policy outlines how KLEKT collects, uses, and protects your personal information. While the exact details may vary, here's a general overview of what to expect:
    1. Information collections: KLEKT collects personal details when you create an account, make purchases, or use their services. This may include your name, email address, payment details, shipping address, and device information.
    2. KLEKT uses your data to process orders and transactions, communicate with you about your account and sale, improve the platform, and provide customer support. It also complies with legal and regulatory requirements.
    3. Data Sharing: Your information may be shared with third parties only to facilitate transactions (e.g., payment processors and delivery services). KLEKT does not sell your data to external parties.
    4. Data Security: KLEKT implements security measures to protect your personal information from unauthorised access, loss, or misuse.
    5. Your Rights: You can request access to, correction of, or deletion of your data. You may also opt out of marketing communications.
  2. For full details, it's always best to refer to KLEKT’s official Privacy Policy, which is available on our app. It provides comprehensive information about your data rights and protections.
  1. Restart the app or try closing and reopening it. If the issue persists, reinstall the app or check for updates in the App Store/Google Play Store
  1. Clear the app’s cache, check your internet connection, or restart your device.
  1. Ensure your images meet the app's size and format requirements. Try uploading from a different device or app version.
  1. Double-check your payment details, ensure your payment method is valid, and contact support if the issue persists
  1. Ensure your device is compatible and the app is updated. Restart your device and try again.
  1. Check Credentials: Ensure your email is correct.
  2. Clear Cache or Reinstall App: Clear browser cookies or app data.
  3. Update App/Browser: Make sure you have the latest version.
  4. Contact Support: Reach out to KLEKT support if the issue persists.
  5. If the issue continues, contact our KLEKT support for further assistance. We can help troubleshoot or resolve more complex technical problems.
  1. If you suspect unauthorised access to your KLEKT account, it’s important to act quickly to protect your personal information and prevent further issues. Here’s what you should do:
  2. Change Your Password immediately to something strong and unique.
  3. Review Your Account Activity for any suspicious actions.
  4. Contact KLEKT Support to report the issue and get assistance.

Can't find what you're looking for? Contact our support team or visit our Help & Support page