FAQ
Frequently Asked Questions (FAQ)
Welcome to the The Vault Streetwear FAQ page. Here you'll find answers to the most common questions about ordering, shipping, returns, payments, and more.
Ordering
How do I place an order?
Simply browse our collection, add your desired items to your shopping cart, and proceed to checkout. Follow the on-screen instructions to complete your purchase securely.
Can I change or cancel my order?
Yes. Orders may be modified or cancelled within 24 hours of purchase. Please contact us as soon as possible. Once an order has entered processing or has been dispatched, changes or cancellations may no longer be possible.
Will I receive an order confirmation?
Yes. After your order has been successfully placed, you will receive an order confirmation email containing your purchase details.
Shipping
Where do you ship?
We currently ship within the United Kingdom only.
How much does shipping cost?
We offer FREE standard shipping on all orders within the United Kingdom.
How long does delivery take?
Orders are processed within 1–2 business days. After dispatch, delivery usually takes 3–5 business days.
Orders placed before 3:00 PM (GMT+00:00 UTC) on a business day will begin processing the same day. Orders placed after the cut-off time or on weekends and public holidays will be processed on the next business day.
What are your business hours?
- Monday – Friday: 10:00 AM – 5:00 PM (GMT+00:00 UTC)
- Saturday: Closed
- Sunday: Closed
For more information, please see our Shipping Policy.
Which courier do you use?
We partner with Royal Mail to deliver orders safely and reliably throughout the United Kingdom.
How can I track my order?
Once your order has been dispatched, you will receive an email containing your tracking number.
Please allow up to 24 hours for tracking information to become active.
For additional information, please visit our Order Tracking page.
What should I do if my order is delayed?
If your order has not arrived within the expected delivery timeframe, please contact us. We will investigate the matter with our delivery partner and keep you informed.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy. You have 30 days from the date of delivery to request a return.
What items are eligible for return?
Returned items must be:
- Unused and unworn
- In their original condition
- Returned with all original packaging and tags
- Accompanied by proof of purchase
How do I start a return?
To request a return, please email us at:
Include your order number and the reason for your return.
For full details, please see our Return & Refund Policy.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item received is damaged, defective, or incorrect.
Do you charge restocking fees?
No. We do not charge any restocking fees.
How long does it take to receive a refund?
Once your returned item has been received and inspected, approved refunds are processed within 10 business days to your original payment method.
Can I exchange an item?
We do not offer direct exchanges. The quickest option is to return your original item (if eligible) and place a new order for the product you would like instead.
Payments
Which payment methods do you accept?
We accept:
- Visa
- Mastercard
- American Express (AMEX)
- Discover
- JCB
- Diners Club
Is my payment information secure?
Yes. All transactions are protected using SSL encryption and processed through secure payment gateways that comply with PCI DSS industry security standards.
In which currency are prices displayed?
All prices are displayed in British Pounds Sterling (GBP £).
Are taxes included in the prices?
Yes. All applicable taxes are included in the prices displayed on our website unless otherwise stated.
Products
What should I do if I receive a damaged or incorrect item?
Please contact us as soon as possible and include your order number along with photographs of the damaged or incorrect item. We will review your claim and arrange an appropriate solution.
Are all items subject to availability?
Yes. Product availability may change without notice. If an item becomes unavailable after your order has been placed, we will notify you promptly and offer a suitable resolution, such as a refund or replacement (where available).