Refund policy

SHIPPING

You are shopping on our international site, all prices stated below are in your local currency.

  • UK Shipping, 2-5 Business Days, £5.99
  • USA/Australia/New Zealand Shipping, £29.99
  • EU Shipping, £19.99

All international orders are shipped with the courier company. Once your order has been dispatched, you will receive a confirmation via email including a tracking link to keep an eye on your order. Please note the above delivery time frame is an estimation provided by courier company and delivery time may vary between countries. Generally the closer you are to the UK, the sooner you will receive your package.

VAULT URBAN does not take responsibility for orders misplaced or lost once marked as “Delivered”. If you are not home when the driver attempts delivery, a card will be left with details for you to re-organise delivery.


DUTIES & TAXES

International orders are shipped with courier company, using a DTP (Duties Taxes Paid) service. Depending on the destination country, you may be required to pay duties and taxes on your order. This is determined and applied by your local customs. Any additional duties, foreign taxes or other fees must be paid by the customer. Please get in touch with your local customs office for further information regarding duties and taxes. VAULT URBAN cannot be held responsible for any Duties and Taxes that may be incurred by the customs of your country and any additional charges rest with the customer. Shipments which are rejected by the receiver may result in the customer incurring a redirection fee. If the package is returned to VAULT URBAN, the customer forfeits the original shipping cost.


SHIPPING ZONES

We are currently shipping to the following countries:

  • UK
  • EU countries
  • USA
  • Australia
  • New Zealand


PRE-ORDERS

For limited production run collections, Vault Urban offers pre-orders. Please allow 8 weeks for your order to be shipped. Orders within UK that include both a stocked and pre-ordered item will ship separately for your convenience. Orders outside the UK, that include a pre-ordered and stocked items will ship all together.


RETURNS

VAULT URBAN offers refunds:

  • Refund on FULL PRICE items
  • Refund on SALE items

 CONDITIONS FOR RETURNS:

  • Items must be returned within 30 days of your order confirmation date
  • Items must be unworn, and returned in original condition

FINAL SALE ITEMS are final and cannot be returned for a refund, other than in the event of them being faulty. All FINAL SALE products are tagged with FINAL SALE on the product page for easy identification.

We recommend choosing carefully to avoid disappointment, so please get in touch at hello@vaulturban.com if you have any questions regarding sizing. Any items returned outside the 30 day return period, or in a condition that indicates being worn or washed in any way, including make-up marks, will not be accepted for return. Vault Urban reserves the right to reject items that do not comply with the above conditions, and will return the item to sender.

HOW TO RETURN WITHIN UK:

  1. Please email us at hello@vaulturban.com, indicating your order ID
  2. We will email you your Return Authorisation Form and FREE shipping label within 1 business day
  3. Items must be returned within 30 days of your order confirmation date
  4. Simply place the authorisation form inside your parcel and attach the shipping label provided on the outside of your parcel
  5. Post your parcel back to us
  6. Once received, we assess your return and if in compliance with our return policy, complete your refund

HOW TO RETURN REST OF THE WORLD:

  1. Please email us at hello@vaulturban.com, indicating your order ID
  2. We will email you your Return Authorisation Form, within 1 business day. All costs associated with returning items to VAULT URBAN are at responsibility of the customer.
  3. Items must be returned within 30 days of your order confirmation date
  4. Simply place the authorisation form inside your parcel and attach the shipping label provided on the outside of your parcel
  5. Post your parcel back to us
  6. Once received, we assess your return and if in compliance with our return policy, complete your refund


CONTACT US

Orders Enquiries: hello@vaulturban.com

Press and Media: business@vaulturban.com


This policy was last updated on 29 January 2024.