FAQ

Frequently Asked Questions

Welcome to the The Vault Streetwear FAQ. Here you'll find answers to some of the most common questions about ordering, payment, shipping, returns and customer support.

If you cannot find the information you're looking for, please contact our customer support team and we'll be happy to help.

About The Vault Streetwear

What is The Vault Streetwear?

The Vault Streetwear is a UK-based online fashion store offering contemporary streetwear and modern casual clothing for everyday style.

We focus on versatile clothing designed to be easy to wear and style as part of your everyday wardrobe.

Where is The Vault Streetwear based?

Our business is based in Swansea, United Kingdom.

Address:
The Vault Streetwear
213 High St
Swansea SA1 1PE
United Kingdom

What are your customer service hours?

Our customer support team is available:

  • Monday – Friday: 10:00 AM – 5:00 PM
  • Saturday: Closed
  • Sunday: Closed

Time Zone: (GMT+00:00) Edinburgh, London

We aim to respond to customer enquiries within 24 hours.

For full information, please refer to our - About Us Page

Ordering

How do I place an order?

To place an order, simply select the product you would like to purchase, choose any available options such as size or colour, add the item to your basket and proceed to checkout.

Enter your delivery and payment information, review your order details and complete your purchase.

Will I receive an order confirmation?

Yes. After successfully placing your order, you should receive an order confirmation by email.

Please check your order confirmation carefully and contact us as soon as possible if any information is incorrect.

Can I change my delivery address after placing an order?

If you notice an error in your delivery address, please contact us as soon as possible.

We will do our best to assist you before your order is dispatched. Once an order has been dispatched, changes to the delivery address may no longer be possible.

Can I cancel my order?

If you need to cancel your order, please contact us as soon as possible.

We can assist with cancellation requests where the order has not yet been dispatched. Once an order has been dispatched, cancellation may no longer be possible and you may need to follow the applicable return or cancellation process.

Payment

What payment methods do you accept?

We accept major payment cards and supported payment methods available at checkout.

Available payment options will be displayed during the checkout process.

We accept the following payment cards:

  • Visa
  • Mastercard
  • American Express
  • JCB
  • Discover
  • Maestro
  • Diners Club


Is my payment information secure?

We use secure payment processing to help protect your payment information.

Your complete card details and security information are handled through the applicable secure payment processing system rather than being stored by us unnecessarily.

What currency are your prices displayed in?

Our prices are displayed in British Pounds (GBP) unless otherwise stated.

Shipping & Delivery

Where do you deliver?

We currently offer delivery within the United Kingdom.

Do you offer free shipping?

Yes. We currently offer FREE Standard Shipping on eligible UK orders.

How long does delivery take?

Our typical UK delivery timeframe is:

  • Order Processing: 1–2 business days
  • Transit Time: 3–6 business days
  • Estimated Total Delivery: 4–8 business days

Delivery times are estimates and are not guaranteed.

How long does it take to process my order?

We aim to process orders within 1–2 business days after successful payment.

Orders placed after our 4:00 PM UK time, Monday–Friday cut-off may be processed on the next available business day.

What is your order cut-off time?

Our order cut-off time is:

4:00 PM UK local time, Monday–Friday

Time Zone: (GMT+00:00) Edinburgh, London

Orders placed after the cut-off time may be processed on the next available business day.

Will I receive tracking information?

Yes. Once your order has been dispatched, we will email you the available tracking information.

Please allow some time for tracking information to become active after the parcel has been collected or scanned by the delivery carrier.

What should I do if my order is delayed?

If your order has not arrived within the expected 4–8 business day timeframe, please contact us.

We will review the available order and tracking information and assist you wherever possible.

What if my tracking says my parcel was delivered but I cannot find it?

Please first check:

  • Around your property
  • Your letterbox
  • Your designated safe place
  • With household members
  • With neighbours
  • Any delivery instructions provided to the courier

If you still cannot locate your parcel, contact us so we can help investigate the delivery.

What should I do if my parcel arrives damaged?

Please contact us as soon as possible if your parcel or item appears to have been damaged during delivery.

We recommend keeping the original packaging and taking clear photographs of:

  • The outer packaging
  • The shipping label
  • Any visible damage
  • The damaged item

These details may help us investigate the issue.

What if I receive the wrong item?

Please contact us promptly with your order details if you receive an incorrect item.

We will review the issue and provide appropriate assistance based on the circumstances.

What if an item is missing from my order?

If an item appears to be missing, please contact us with your order number and details of the missing item.

We will review the order and assist you.

Do you offer international shipping?

No. International shipping is currently unavailable.

We currently deliver within the United Kingdom only.

For full information, please refer to our - Shipping Policy

Returns & Refunds

What is your return period?

Eligible items can generally be returned within 30 days of delivery, subject to the conditions set out in our Returns & Refunds Policy.

Do I need approval before returning an item?

Yes. Please contact us and obtain return approval before sending an item back.

This helps us process your return correctly.

Can I return an item if I simply changed my mind?

Yes, eligible change-of-mind returns may be accepted subject to our return conditions.

Items should generally be new, unused and in their original condition, with original tags, labels and packaging where applicable.

Can I try on clothing before returning it?

Clothing may be reasonably inspected or tried on to determine whether it is suitable.

However, items should not be worn, washed, altered or damaged beyond reasonable inspection before being returned.

Is there a restocking fee?

No. We do not currently charge a restocking fee for eligible returns.

How will I receive my refund?

Approved refunds are normally issued to the original payment method used for the purchase.

How long does a refund take?

After an approved return has been received and processed, we aim to process the refund within 10 business days.

Your bank or card provider may require additional time for the refund to appear in your account.

Who pays return shipping?

For eligible change-of-mind returns, the customer will normally be responsible for return postage, subject to applicable UK consumer law.

For defective, damaged or incorrect items, please contact us so we can review the issue and advise you on the appropriate next steps.

What if my item is faulty?

If you receive an item that is faulty, damaged or not as described, please contact us as soon as possible.

Your statutory rights as a UK consumer are not affected by our Returns & Refunds Policy.

For full information, please refer to our Returns & Refunds Policy.

Product Information

How do I choose the correct size?

Please review the available product information and size options before placing your order.

If a size guide is provided on the product page, we recommend checking the measurements carefully before purchasing.

Are product colours shown accurately?

We aim to display product colours as accurately as reasonably possible.

However, colours may appear slightly different depending on your device, screen settings and lighting conditions.

Are product descriptions accurate?

We aim to provide clear and accurate product descriptions, including relevant information about materials, features and available options.

Please review the product information carefully before placing your order.

Account & Customer Support

Do I need an account to place an order?

If guest checkout is available, you may be able to complete your purchase without creating an account.

The available checkout options will be shown during the ordering process.

How can I contact The Vault Streetwear?

You can contact us using the following details:

Store Name: The Vault Streetwear. 
Store Address: 213 High St, Swansea SA1 1PE, United Kingdom.
Phone: +44 7123 456781
Email: info@thevaultstreetwear.shop
Opening Hours:
Monday - Friday: (10 AM–5 PM) 
Saturday : Closed
Sunday : Closed
Time Zone: (GMT+00:00) Edinburgh, London.
Response Time: We respond within 24 hour.

The Vault Streetwear
Contemporary Streetwear. Everyday Style.

What information should I provide when contacting customer support?

To help us respond as quickly as possible, please include relevant information such as:

  • Your name
  • Order number, if applicable
  • Email address used for your order
  • Details of your question or issue
  • Photos, where relevant to damaged, defective or incorrect items

Please avoid sending complete payment card details by email.

Still Have Questions?

If you have a question that isn't answered here, our customer support team is happy to assist.

The Vault Streetwear
Email: info@thevaultstreetwear.shop
Phone: +44 7123 456781
Response Time: Within 24 hours during our business hours.

Thank you for choosing The Vault Streetwear.

The Vault Streetwear
Contemporary Streetwear. Everyday Style.