Here are answers to frequently asked questions. If you still can not find an answer to your question, you can contact us at any time via the contact form.

Q: Do I need a customer account to place an order?
No, you do not require a customer account. You can also place an order as a guest.

Q: If I order multiple items will they ship all in the same shipment?
Orders placed online can ship from our Distribution Center or from a vendor. Therefore, your items may be shipped in multiple shipments. You will not be charged extra delivery fees for multiple shipments, as the single delivery fee will be distributed over the multiple shipments.

Q. Do you ship overseas and if I have to pay tax?
We do ship internationally, and there is no sales tax on our site. FREE SHIPPING!

Q. Can I ship a package to another address?
Yes, you can. Your ship-to address can be different from your billing address. But Your billing address must match your credit card given.
Please Email us the New address in such style :
name, no. of the house
street .city name
postal code and country and phone number

Q. Can I ship to multiple addresses?
Unfortunately not, each order must have a single shipping address when you check out. If you are shopping for people at alternate addresses you will have to place each order separately.

Q. How to know what size of shoes to buy?
Measure the foot as follows: Stand your heel against a wall and place something (eg a book) in front of the longest toe. Measure the dimensions between wall and book. This measure is your foot length. Since you often have different long feet, you should measure both feet and use the measurements from the longest foot.

Q. Can a woman order from the men’s sizing and vice versa?
Sure! Keep in mind that the men’s sizing is slightly longer and wider than women’s, so a Men’s size 40 will fit and feel larger than a Women’s size 40.

Q. Are the pictures correct with the color in reality?
We always look at our images against real products to ensure that the color matches what appears on the website. Because the color, due to settings and quality, differs depending on the display you can sometimes experience that the product has a different shade than it appears on the screen.

Q. Why has my card been declined?
The most common cause for card failure is a mis-type of your information. We recommend that you try placing your order again, ensuring that you enter your details correctly. If your card is still being declined we suggest contacting your bank to see why they have stopped your order.

Q. Why haven’t I received confirmation of my order?
It may be possible that the confirmation e-mail has gone into your junk/spam folder, please check there for your confirmation. If you still haven’t received a confirmation e-mail please check with customer service, they will be happy to help.

Q. Can I change my order after my credit card was charged?
Please note that once an order has been made and processed, it is difficult to do the editing and deletion. If you want to change the order, click on the contact button. We will do our best to meet your situation. But once the order has been shipped, the order can not be changed or canceled.

Q. I want to change or cancel my order
After you have placed your order, your order will be entered into our system to be processed. If for any reason you need to change or cancel your order, please contact us immediately. We will make every effort to assist you in changing your order or canceling your order. We fill orders and get them on their way as quickly as possible. So once your order has been shipped the order cannot be changed or cancelled. So if the order has already shipped please follow our return instructions.

Q. What happens once an order is completed?
After your order is completed, we will send you an order confirmation by e-mail. This will include all of your order details. If you have set up a customer account, you can see the status of your order at any time under “My order history.”
As soon as your order has been sent out, you will receive an e-mail notification containing a shipment tracking link and the invoice as a PDF file.
A hard copy of the invoice will also be enclosed with your shipment.

Q. How do I track my online order or find the delivery status and tracking numbers?
As soon as your order has been passed on to our logistics partner, you will receive a shipping confirmation e-mail containing the shipment number. You can use this number to track the status of your shipment on our shipment tracking site.

Q. Is it normal for my feet to hurt after wearing my new VANS shoes, how long does it take to break in a new pair?
We recommend you should break in a new pair of VANS shoes slowly. Start by wearing them around your house and increase the time you wear them gradually. It can take time for your foot to adjust to the contours of the footbed, and for the cork/latex to flex and mould. Ideally an hour or two at a time until you feel comfortable to increase to a longer period.

Q. Wrong Item, Color or Size
If you receive the wrong item, or if an item you receive is different from what you originally ordered, please contact our customer service department immediately. It is important that you contact us before returning your item. This way we may assist you with return shipping fees. If you do not contact us, you are responsible for all return shipping. Before you call, please have your invoice that was either sent with the package or e-mailed to you in hand. This will aid the customer service representative in assisting you. In addition, please be prepared with a detailed description of the difference between the item(s) you ordered and the item you received before contacting us.

Q. How can I return a product purchased from the site?
We design our products to bring quality and performance to the active life of our customers. We feel the same way about customer service. If you need to return or exchange an item, let's make it happen.
The return policy for products purchased on sale varies depending on the conditions of the campaigns in which they were purchased. Special circumstances may require partnership with corporate business partners. For more information, please look at the returns page.

I don’t see my question in the list.
If you do not find the answer to your question, you can use the contact form to get in touch with us at any time.