FAQ

General

• How old do I have to be to place an order on VANS?

  The legal age requirement for buying online is 18.

• I am having general problems accessing/buying from your website.

  Click here to contact our Customer Service.

• How do I find a VANS Store near me?

  To find the nearest VANS Store, click on the Store Locator in the header of the VANS Online Store and enter your Country and your City. Your nearest VANS Shops will be shown.

Product Information

• Does the VANS website display your complete collection?

  Our VANS Online Store displays a selection of the VANS collection. 

• Do you sell the same products in the VANS Retail Stores?

  At VANS Retail Stores you may find the same products as on the VANS Online Store, but we recommend you to directly contact them. 

• What is the right size for me?

  Click here to check our Size Charts. Here you will find both the UK and EU sizes and the corresponding dimension in cm.

• If I'm looking for a Pro Skate shoes, is there any way for me to check the shoes performance?

  VANS Pro Skate shoes have different functions, constructions and cushioning. Click here to check our Pro Skate styles.

• Can I customize my VANS shoes?

  We are doing our best to offer you this service soon.

• How do I clean my VANS shoes?

  The cleaning method depends on the shoes material. Care instructions are displayed on VANS shoes box. We have also VANS official cleaning products - each specialized for cleaning and protection - that you can buy at VANS Retail Stores.

• How do I clean my VANS apparel?

  We suggest you to follow the care symbols appearing on the garment label.

Orders

• How do I place an order online?

  You can easily place an order following a few steps: 

  1. Search, choose and add to the Shopping Cart your favourite VANS product

  2. Select your shipping and payment method to complete your order

  3. You will receive a confirmation e-mail

• Can I place my order over the phone?

  No, we cannot accept orders over the phone, but our Customer Service will be more than happy to guide you through the order process if you need any help.

• How do I know if you have received my order?

  After you have confirmed your order, you will receive an automatic generated e-mail confirmation from our VANS Online Store. 

• I have not received a confirmation e-mail. What should I do?

  First check your spam filter. If you still have not received your confirmation e-mail, please contact our Customer Service.

• Can I cancel or change my order once it's been placed?

  Once your payment has been accepted you are unable to modify orders. Please contact our Customer Service if you need help.

Web Security & Payments

• Is it safe to shop online at VANS?

  We ensure high security of data on our VANS Online Store. All credit and debit card transactions are processed by “Global Collect International Payment Services”, a secure online gateway that will be responsible for holding and handling information related to your payment details. In addition, your bank details are sent to our server using SSL encryption (Secure Socket Layer) and transferred to a completely secure environment.

• What are the payment options?

  You can pay with: MasterCard, Visa, Amex, Maestro, Visa Electron, Mastercard Debit, Visa Debit, Visa Delta and Pay Pal.

• Is VAT included in the price?

  Yes, prices are displayed with included VAT.

• Why has my payment been declined?

  Your credit card could have been declined for one of the following reasons: 

  - the card may be expired. Check that your card is still valid.

  - you may have entered some information incorrectly. Check that you have filled in all the required fields correctly.

  - You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.

Shipping & Delivery

• Which methods of delivery do you offer?

  We currently offer Standard delivery method, lead time 2-4 business days.

• Do you offer free delivery?

  Occasionally we offer free delivery. We communicate promotions through our Newsletter. Click here to subscribe.

• How long will I have to wait for my order to arrive?

  Our delivery lead time is 2-4 business days.

• How much will you charge me for the shipping costs?

  Standard delivery cost is 6£. Free delivery may be occasionally offered to our customers. You can check the final delivery cost for your order in the shopping cart.

• Which carrier will deliver my order?

  Your order will be delivered by GLS.

• How can I track my orders?

  You can check on Order Tracking link on the footer. Click here if you want to track your order now.

• Can I have my order shipped to someone else, to a different address, and/or a different country?

  You can ship your order to someone else or to another address but not in a different country.  

• My delivery is missing an item. What should I do?

  Click here to contact our Customer Service.

Returns & Refunds

• I have received a faulty or incorrect item. What should I do?

  Please follow the instructions you find in the VANS Return Authorization form or click here for more details here.

• What is your Return Policy?

  Click here to read our Return Policy.

• Do you offer exchanges?

  We don’t process exchanges. Please return the product you don't like and place a new order.

• How do you return a product purchased on your Vans Shop?

  1. Fill out the VANS Return Authorization form (included in the package containing the Goods) indicating which Goods you are returning and the reason for the return. If you no longer have the Return Authorisation form received with the Goods please contact our Customer Service.

  2. Put the Goods, unused, in their original packaging, complete with any related accessories or instruction booklets in the box. All Goods will be inspected on return.

  3. Include your Order Confirmation or other proof of purchase (unless you are returning a gift) and the VANS Return Authorization form.

  4. Seal the package securely. We do not accept liability for Goods which are damaged during shipment back to us.

  5. Attach the return address label provided with the VANS Return Authorization form on the outside of the box and ensure it is visible.

  6. Drop the parcel off a carrier's location. It is your responsibility to insure the return by registered post or by other means which gives proof of postage and delivery.

  You will be notified by email once your return has been received and processed.If you have received the Goods as a gift you must provide your email address so we can contact you if required, or alternatively the Goods may be returned by the original purchaser.

• Do I have to pay for returns?

  Yes, the cost of return is at your expense if you return Goods pursuant to your right of withdrawal under the Distant Selling Regulations after 7 working days. The cost of return is at VANS expense only if:
  - the Goods are faulty or damaged and you send them back to us within 2 years.
  - the Goods do not match their description on the website and you send them back to us within 30 days.
  We will refund you any shipping costs incurred in returning the Goods to us provided that you send us satisfactory evidence of the costs actually incurred in returning the Goods. Where such evidence is not provided we will refund you an estimated cost of return postage.

• How am I refunded after returning the Goods?

  Once we received and verified your return, we refund the money of the returned articles within 30 days. Refunds can be credited onto the card or payment method used at the time of purchase or converted into Store credit or eGift Certificate.

• I have been refunded the incorrect amount. What should I do?

  Please contact our Customer Service.

• How do I know you have received my returned Goods?

  As soon as we receive your return we will notify you by e-mail.

• How long will it take for a return to show on my VANS account?

  Your return will be shown on your account as soon as we receive it.

• I bought an item from a VANS Store and it is faulty, can I send it back to you?

  We cannot accept returns for Goods purchased in a VANS Retail Store. We suggest you to bring your faulty item back to the VANS Store where you purchased it.

• Am I able to return items purchased online to one of your VANS stores?

  No, VANS Stores will not accept your item purchased on our VANS Online Store. Please send it back to us following our Return Policy.

Gift Certificate & Promo codes

• Do you sell eGift Certificate?

  We are not able to offer eGift Certificate (Electronic Gift Certificate) on our website. We are working to give you this option soon.

• Where can I use my eGift Certificate?

  eGift Certificate can be used to purchase products only at VANS Online Store.

• Do eGift Certificate have an expiration date?

  VANS eGift Certificate expire after 12 months and cannot be reactivated after expiration.

• How can I check the balance on my eGift Certificate?

  Registered customers can check the balance of their eGift Certificate whenever they like in “My Account”. Non-registered customers can check the balance of their eGift Certificate in their Shopping Cart by clicking on “Check Gift Certificate Balance".

• Can I redeem my eGift Certificate to My Account?

  If you are a registered customer you can redeem the balance of your eGift Certificate to your VANS account and use it at a later time. This amout will become part of your Store Credit.

• Can I use a credit Certificate and an eGift Certificate for the same purchase?

  Yes. On the payment page, enter first your eGift Certificate code in the “Enter eGift Certificate code” box and click “Add Gift Certificate”. Your eGift Certificate value will be deducted from the total order. If the amount of your eGift Certificate is higher than the amount of your order, the balance is transferred to your eGift Certificate account and you can use it for your next order. If the amount of your eGift Certificate is less than the value of your order, you will need to complete payment using your credit Certificate.

• Can I use multiple eGift Certificate for one web order?

  Yes, you can use multiple eGift Certificate by coding them into the "Enter eGift Certificate code" box in the Shopping Cart.

• What is a Promo code?

  Promo codes are personalized codes, issued on special occasions, that enables you to take advantage of exclusive promotions on services and products offered by Vans Online Store.

• How do I get and use a Promo code?

  If you want to get a promo code, click here to sign up to VANS Newsletter and we will inform you about promotions and more. The "Promo Code" space is displayed in the first page of the Shopping Cart: enter your Code and click "Apply" to obtain your new total.

• Do you offer a gift wrap service?

  No, at this point of time we do not deliver orders in a gift wrap, but we are doing our best to make this service available to you.

• How do I get refund on a eGift Certificate purchase ?

  We will credit you the value of your return giving you a new eGift Certificate for the same amount or will add the amount to your Store Credit.

My Account & Newsletter

• Which is your Privacy Policy?

  The personal information you share with us is completely confidential. Your privacy is important to us and we will not disclose or sell the information provided. Our promotional emails are optional and you can unsubscribe at any time. For more information, please read our Privacy Policy.

• What are the benefits of registering at VANS?

  There are many benefits to creating an Account at VANS: you can personalize and manage your profile, create your Wishlist and share it with friends, store multiple shipping addresses, view and track your orders right from your account and checkout faster.

• How does your Wishlist work?

  The Wishlist allows you to store your favourite items on your VANS Account and to print or share them with your friends. 

• Do I need to create an account to shop online?

  No, you can shop as a guest on our VANS Online Store.

• How can I change details on my VANS account?

  Log in to "My Account" and click on "Edit" where you wish to modify your details. 

• What happens if I forget my password?

  You can simply request a new password by clicking on "Forgot my password" on the Log In page and by entering your e-mail address.

• How can I delete my VANS account?

  Contact our Customer Service clicking here.

• Where can I sign up for the VANS Newsletter?

  Click here to sign up for the VANS Newsletter.

Contact VANS

• How can I contact VANS Customer Services?

  You can contact us by e-mail, mail or phone. Click here to contact us now.

• When is Customer Service available?

  VANS Customer Service is available by phone from Monday through Friday from 9 am to 5 pm. If you contact us by e-mail we will do our best to answer as soon as possible.

• What is the Customer Service phone number?

  Our free toll number is 0080080001966.

• I cannot reach Customer Service by phone. What can I do?

  If you didn't find an answer to your question in our FAQ section, contact us through our contact form.
  We will do our best to respond you as soon as possible.