FREQUENTLY ASKED QUESTIONS
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Where can I find information on your delivery timeframes, methods and rates? -
How can I track my order? -
What countries can I have my order delivered to? -
My delivery is missing an item. What should I do?
Shipping & Delivery
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How do I place an order online? -
I don’t have an account; can I still buy something, track my order or create a return? -
How do I know if you have received my order? -
I’VE JUST PLACED MY ORDER, AND IT SAYS “ITEM(S) PROCESSING”. WHAT DOES IT MEAN? -
I have not received a confirmation e-mail. What should I do? -
Can I cancel or change my order once it's been placed?
Orders
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Do you have a student discount? -
What is a Promo code? -
How do I get and use a Promo code? -
CAN I USE MY GIFT CARD FROM A VANS STORE ONLINE?
Promotions & Promo codes
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I have received a faulty or incorrect item. What should I do? -
What is your Return Policy? -
Do you offer exchanges? -
I have been refunded the incorrect amount. What should I do? -
How do I know you have received my returned Goods? -
I bought an item from a VANS Store and it is faulty, can I send it back to you? -
Am I able to return items purchased online to one of your VANS stores?
Returns & Refunds
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Does the VANS website display your complete collection? -
Do you sell the same products in the VANS Retail Stores? -
CAN I CUSTOMIZE MY VANS SHOES? -
How do I clean my VANS shoes? -
How do I clean my VANS apparel? -
Do you offer spare parts for the BOA Closure system? -
Are the materials used in the manufacture of your products sustainably sourced?
Product Information
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What is your Privacy Policy? -
What are the benefits of registering at VANS? -
How can I change details on my VANS account? -
How to create a secure password? -
What happens if I forget my password? -
How can I delete my VANS account? -
Where can I sign up for the VANS Newsletter?
My Account & Newsletter
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Is it safe to shop online at VANS? -
What are the payment options? -
Is VAT included in the price? -
Why has my payment been declined?
Web Security & Payments
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How old do I have to be to place an order on VANS? -
I am having general problems accessing/buying from your website. -
How do I find a VANS Store near me?
General
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How can I contact VANS Customer Services?