Faults and repairs

 

1. I bought a VANS product in a shop and it is defective, can I return it to you?
We’re sorry to hear about your VANS’s. Unfortunately, we cannot assist you directly on this matter. Please return to the store where you made your purchase with the product and receipt so that they can assist you accordingly.

 

2. Can I get my VANS product repaired? If so where?
We’re sorry to hear that your VANS product needs repairing. Unfortunately, at this time we do not offer a repair service. Please refer to a local shoe-repair shop in your area and they should be able to assist you accordingly.

 

3. I bought a VANS product online and it is defective, how do I proceed?
We’re sorry to hear about your VANS product. We conduct intensive quality checks in line with the highest standards. However, if you receive an item that is not in perfect condition, you can, of course, return it to us free of charge. Simply use the existing returns process.
 
Return and exchange

 

1. How do returns work? What do I have to do?
If, for whatever reason, you are not satisfied with your order, you can return unworn/unused items within 30 days. Please proceed as follows:

    Complete the enclosed returns form. In order to continuously improve our products and services, we kindly ask you to state the reason why you are returning each item.
    Place the item and the form in the parcel and seal it.
    Affix the enclosed returns label to the parcel and hand it in at a UPS Packstation. If you use the labels provided, you will incur no charge for returning the items.

2. Are returns free of charge?
Yes, returns are free of charge. You will receive a pre-franked returns label with each shipment. You can use this label to return your items.

 

3. I have purchased a VANS product from another retailer (domestic or international; online or offline); can I return them to you?
We are sorry to say that we are unable to accept returns from other domestic or international retailers and do not have control over independent retailers or their Returns Policy. This applies for the other retailers’ online shops as well as physical retail stores. Please contact the retailer you purchased your items from and return your goods to them according to their returns policy.

 

4. Can I return items that I have bought from the VANS online shop at your physical retailer store, and vice versa?
Please note that purchases from our online shop cannot be returned or exchanged in our VANS physical shop, nor can complaints about such purchases be lodged in these locations.
Vice versa, purchases from our physical shops cannot be returned to our VANS online shop and complaints about such purchases cannot be lodged there.

 

If you require to return a VANS product purchased from our online store then please utilise the return label supplied with your order. If this has been lost, please contact us via our contact us form and we can send you a new returns label.
Please note that we cannot refund or exchange any goods purchased internationally or with other retailers. You will have to contact the retailer you purchased from and return your goods to them according to their returns policy.

 

Can I get an exchange?
We do not offer exchanges.
If you ordered the wrong size or would prefer a shoe in a different colour, simply order the desired item. Just return the item already delivered free of charge using the returns label provided.

 

How long does the refund normally take?
The refund will usually be made within two weeks of receiving your return and will be done automatically depending on how you paid the origin order. In exceptional circumstances, it may take longer with the refund, but no longer than 30 days.
The money is credited to the card used when ordering. When you look for in your bank statement if your money has been credited to your bank account or not, you should go back and look already from the date the order was placed, as it often appears that the money is returned in connection with the order date.