FAQ TOPICS
Frequently Asked Questions
Shipping
How long until my order ships?
PRE-MADE ORDERS:
Processing Time: Typically 1-2 weeks, often sooner. This is the time we take to make and fulfill your order in our small studio.
PRE-ORDERS:
Processing Time: Typically 5-8 weeks, often sooner. This is the time it takes to get the clothes put together and to fulfill the order.
DHL & POSTNL Shipping Speed:
UK Orders: 2-3 business days.
USA Orders: 3-6 business days.
International Orders: 1-3 weeks.
Please Note: These are just estimates. Occasionally, delays can happen due to factors beyond our control.
Tracking Your Order: Once your order is packed and ready, we'll send you a tracking number via email. It may take about 12 hours for the tracking information to update in the system.
Can I change or cancel my order after placing it?
If you need to change or cancel your order, please contact us within one hour of placing it. We’ll try our best to accommodate your request. However, once your package is with DHL or POSTNL, modifications may not be possible.
We encourage you to review your order carefully before purchasing to ensure everything is as you desire.
What should I do if I enter my shipping address incorrectly?
If you realize that your shipping address is incorrect, please email us as soon as possible. We’ll do our best to update it before your order is shipped. However, if your order has already been dispatched to POSTNL or DHL, you’ll need to contact them directly for further assistance.
- Important: Your package will be sent to the exact address you provide. That’s why it’s crucial to double-check your address when placing an order. If a package is returned to us due to an incorrect address you've entered, you will be responsible for the re-ship cost. Regrettably, we cannot offer refunds or replacements for items shipped to an incorrect address.
What if my package is marked 'Delivered' but I can't find it?
In case your package is marked 'Delivered' but you haven't received it, start by checking around your delivery area and confirming the shipping address you provided. Sometimes, packages can be marked as 'delivered' before they actually arrive. If you still can't find your package after 3 days, we recommend contacting POSTNL or DHL depending on the carrier we used, to file a claim.
While we strive to ensure every order reaches its destination, please understand that Vindol cannot be held responsible for lost or stolen packages once they leave our facility.
What should I do if my package is stuck "in transit"?
If your package is showing as "in transit" for an extended period, please contact POSTNL or DHL for the latest status update. They can provide insights into any ongoing delays.
Although Vindol is ready to assist where we can, please be aware that we cannot control delays once the package is with the courier.
Returns & Exchanges
Can I return an item if I change my mind?
All sales are final and non-refundable. No refunds, exchanges, or returns are permitted, with the exception of our European Union customers.
For customers within the European Union, specific rights and regulations apply. In accordance with EU consumer protection laws, you have the right to return products purchased from Vindol within 14 days of receiving your order. During this period, you have the freedom to reconsider your purchase and, if needed, initiate a return. However customers are responsible for bearing the shipping costs to return the item to us. Additionally, the initial shipping costs incurred by Vindol to send the item to the customer will not be included in the refunded amount.
Condition for Return: Your item must be in its original condition - unworn, unwashed, with all tags attached, and free of any signs of wear such as makeup, deodorant stains, perfumes, pet hair, or cigarette smell.
Can I exchange an item?
We currently don't offer direct exchanges.
What if there's an issue with my order?
At Vindol, we take great care in processing your orders, but sometimes mistakes can happen. If you encounter any issues, such as receiving a damaged or incorrect item, please contact us within 72 hours of receiving your order, along with pictures of the issue. We're committed to making things right, either by providing a replacement or offering a refund, which can be issued as store credit or back to your original payment method, depending on your preference.
Please Note: Differences in color due to screen settings or lighting conditions are not considered as damage.
Payment Issues
My card keeps being declined, and now I see failed transactions on my bank account. What should I do?
We understand the frustration and inconvenience caused by payment issues. Here are some steps you can take
- For Declined Payments: Please ensure that all your card’s billing details, including the security code and billing address, are entered correctly and match those associated with your card. Our system requires exact matches for the sake of security.
- Handling Failed Transactions: Failed transactions usually rectify themselves within a few days. However, if the issue persists, please don't hesitate to email us. We're here to help sort it out.
ATTN: International Customers
Are there any additional fees for international orders?
International customers are responsible for any customs fees, taxes, or tariffs on their orders. These are set by your country and collected at delivery. For specific amounts, please check with your local customs office.
What if I decline my international package?
If an international package is declined at delivery or returned to Vindol, we will issue store credit for the value of your order, minus the international shipping cost.
Still got questions? We’re happy to help you!