FREQUENTLY ASKED QUESTIONS

Shipping & Delivery

Which methods of delivery do you offer?

We currently offer Standard, Collection Point and Express delivery.
Where can I find delivery rates and information?

Check out our Delivery page for the most updated information.
How can I track my orders?

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 alternate address, however we are unable to ship to a different country to where the order is placed.
What if I need to get in contact with the carrier?

If you are using our Standard home delivery service, you will be able to contact the carrier directly via chat or by calling the driver on his mobile phone if your parcel is already out for delivery. To get started, click here to track your order and find the carrier's details.
My delivery is missing an item. What should I do?

Click here to contact our Customer Service.

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
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.

Promotions & Promo codes

Do you have a student discount?

Yes, we do! We offer all students registred with UNiDAYS a discount on our site.
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.

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 have an extended Holiday Return Policy?

We are extending our returns period for the holiday season. Items purchased from Vans and dispatched from November 15th, 2017 to December 31st, 2017 may be returned at any time before midnight on January 31st, 2018. Our returns policy will revert to the standard 30-day policy for items purchased after December 31st, 2017.
Do you offer exchanges?

We currently do not have the ability to easily exchange products. 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.
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 via e-mail.
I bought an item from a VANS Store and it is faulty, can I send it back to you?

Unfortunately we are unable 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. Returns, refunds and exchanges are processed at the discretion of the store.
Am I able to return items purchased online to one of your VANS stores?

VANS Retail Stores are unable to accept items purchased on our VANS Online Store. Please send your purchase back to us following our Return Policy .

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 that you contact them directly.
WHEN WILL CUSTOMS SHOES BE AVAILABLE AGAIN?

You can still design your own unique pair of shoes with. Save your design, and come back when we’re up and running again. Please subscribe to our newsletter, we will let you know when Customs is back.
How do I clean my VANS shoes?

The cleaning method depends on the material of the shoes. We recommend you use Nikwax, VANS' official cleaning and protection solution which can be bought at a VANS Retail store near you.
How do I clean my VANS apparel?

We suggest you to follow the care symbols that appear on the garment label.
Are there any animal by-products used in your Vegan range?

The materials used in the manufacturing of these styles (including adhesives) are free of any animal by-products and therefore are 100% vegan.
Are the materials used in the manufacture of your products sustainably sourced?

From design to manufacturing, as a business, we make every effort to offer our customers ethical products, made in ways that put the environment first. Additionally, as practices change and evolve, we will continue to improve and create more sustainable and responsible products. Please check here to find out about VF’s sustainability initiatives.

My Account & Newsletter

What 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.
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.
How to create a secure password?

For your safety, we require passwords to contain:

- at least eight (8) characters.

- at least one (1) numerical character (e.g. 5).

- at least 1 uppercase letter (e.g. N).

- at least one (1) lowercase letter (e.g. t).
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.

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 “Worldpay (UK) Limited and its group companies”, 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?

Check out our Payment page for all available payment types
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.

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.

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.