Q. I placed my order, what now?
A. Please allow 24 - 72 hours for your payment and order to process before shipment.
Q. My order has been dispatched, how can I track my order?
A. You can expect to see your tracking number in your shipping confirmation email.
Q. How long will my order take to arrive?
A. Packages take anywhere from 4 - 15 working days to arrive depending on the shipping you chose at checkout. We guarantee that if your product does not arrive within 30 working days, you will get a refund on your order. If the product still arrives after the refund, you get to keep it anyway.
Q. How do I know what size to order?
A. All our products feature sizing or size guides on their respective product page. Just look under the description of each product and you will see sizing information or a guide. For an example, see here.
Q. I made a large order but not all the items have arrived yet?
A. The team at our fulfillment center ship items out in small groups to try limit customs charges you may incur. Rest assured, all your items will arrive and on time. To add peace of mind, we have not yet heard of anyone having to pay customs and we have processed almost 10,000 orders to date.
Q. Where will my order be dispatched from?
A. It depends entirely on what you order. We have fulfillment centers all around the world and not all have the same products, this is to keep costs low. So some orders may be split into individual packages due to the sourcing of products. We have fulfillment centers in Eastern Europe, North America and Asia.
Q. Is your website and checkout secure?
A. Vince's Vault has 256-bit SSL encryption and our servers are operated and managed by Shopify. Shopify is the world's most popular e-commerce platform. Vince's Vault is also certified Level 1 PCI DSS compliant.
Additionally, our checkout features PayPal and Stripe as our payment processors. Vince's Vault itself never has access to your card details. These two companies are the world leaders in payment processing, so you can be sure your details are safe and securely processed.
If you have a question which isn't answered here, please contact our team at firstname.lastname@example.org
Q. What is your return policy?A. For more information on shipping and returns see here.