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RETURNS FAQS

RETURN INFO

Return Policy

What is your return policy?

If you are not satisfied or have simply changed your mind about the product(s), we will gladly accept your return within 30 calendar days of delivery.

In what condition should the item be returned?

Products must be handled and kept with care and returned in their original state and packaging, with all original tags and labels attached. If your handling of the product(s) results in a decrease of its commercial value, we may proportionally reduce our refund to you.

Will you credit back my shipping costs if I return my order?

In case of returns for change of mind or for faulty goods, you will be fully reimbursed to your original form of payment, including possible shipping costs.

If you have purchased more than one product in an order and returned just one or some of them, we will reimburse you the pro-rata share of the total shipping costs you may have paid. For example, if you had purchased 3 items and returned 2 of them, we will reimburse you 2/3 of the total shipping costs you’ve paid.

Can I return an item for an exchange instead of a refund?

We do not offer product exchanges. If you are interested in a different size or colour, you will need to return the item(s) and place a new order. Your return will be refunded once it has been received and processed at our warehouse. Start a Return here. See How Return an Online Purchase here.

What should I do if the product is incorrect or arrived damaged or defective?

If you have received an incorrect, faulty, or damaged item, you can return it within 30 calendar days of delivery from the receipt date. Please follow the standard return process and select a return reason. Start a return here.

If the 30-days period has expired, you can return faulty products within 2 years of your receipt of the products. See our Legal Guarantee for Faulty Goods here.

What should I do if I don't have proof of purchase?

If you received a gift but you don't have proof of purchase or you do not know where your VANS item was purchased, you may not be able to make a return.

Can I return a VANS product I bought through another retailer?

We cannot process returns for items purchased outside of Vans-owned stores or Vans.co.uk. You can check in the Store locator whether a store is owned by VANS or by a partner. Please contact the retailer or partner you purchased from directly for assistance.

Can I return a VANS Customs item?

We do not accept returns for change of mind of products that you have asked us to customise (for example with bespoke colours, materials, monograms) through our Customs program.

Customs Products can be returned only in case they are faulty, we can't accept returns for any other reasons. If you want to return a faulty Customs Products, please contact us.

Can I return items online that I purchased at VANS retail stores?

Items purchased at a VANS retail store must be returned to the same VANS store.

Can I return an item to a VANS retail store that I bought online?

Purchases made on VANS can only be returned via our online return process. Start your return now.

How to Return

How do I return an online purchase to VANS?

Purchases made on VANS can only be returned via our online return process. Start your return now.

How long does it take to make a return?

It can take up to 5 working days for us to receive your return from the carrier.

Once the return has been received and processed at our warehouse, we’ll send you an email to confirm your refund has been processed. This can take 2-3 business days after we’ve received the returned item from the carrier.

Your refund may take up to 14 days to show on your account, depending on the method of payment you used.

Where do I return an item that I ordered at the store but was delivered to the store or my home?

Items from the online stock purchased at a store and delivered to the store or your home can be returned either online or at the same VANS owned and operated store where you made your purchase. This excludes partner and concession stores.

When returning your purchase online, please follow the standard Online Return Procedure. These online returns can ONLY be refunded in the form of a digital gift card that are subject to our standard Gift Card Terms And Conditions.

Where do I return an item that I ordered online but picked up in a store?

Items purchased online and collected at a store can be returned by following the steps found in How to Return an Online Purchase. You can Start a Return here.

Where do I return an item I reserved online but purchased at a store?

Items reserved online but purchased in a store can be returned only to the same store. This excludes partner and concession stores.

How do I create a return label?

To get a free returns label, please go to How to Return an Online Purchase and follow the steps to book a return. You will be prompted to generate a returns label to print.

How can I get a return label if I can't print it?

If you are unable to print a returns label, please Contact Us.

What if the carrier did not or is not able to collect my return?

If for any reason your package is not collected on the day you’ve booked, please follow our usual returns instructions and book another pick up free of charge. Start a New Return here. If this does not solve your issue, please Contact Us.

Refunds

How long will it take to receive my refund?

Your refund will be processed as soon as the item(s) you have returned are inspected and accepted by our quality assurance team.

Once your return has been correctly accepted and processed, you will receive an email confirmation stating that your refund has been released to your original form of payment.

If there's anything wrong with your return (e.g. products not corresponding to your purchase, products returned with a decreased commercial value, etc.), we will inform you via email and we might even return the item back to you.

The whole process, from when you have printed the return label and when the refund is visible on your account, can take up to 14 days. Please note that the timing for the refund may vary depending on the original payment method used.

If this doesn't solve your problem, please Contact Us.

What should I do if the refund amount is incorrect?

If you received an incorrect refund, please Contact Us. We will resolve the matter as quickly as possible.