FREQUENTLY ASKED QUESTIONS

Shipping & Delivery

Where can I find information on your delivery timeframes, methods and rates?

Head on over to our Delivery page where you can find the most up to date information.
How can I track my order?

Click here if you want to track your order now.
What countries can I have my order delivered to?

For the most up to date information, check out our Delivery page page to see what countries we can and can’t deliver to. Please note your order has to be delivered to the same country as the website you purchase on.
My delivery is missing an item. What should I do?

In the unlikely event you are missing an item, please click here to contact our Customer Service so we can help.

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
I don’t have an account; can I still buy something, track my order or create a return?

Of course, you can! To place an order, you can check out as a guest if you don’t want to create an account.
To see the status of your order, track a shipment or create a return just click here and put in your order number and email address.
You can also download your invoice here too if you need to.
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’VE JUST PLACED MY ORDER, AND IT SAYS “ITEM(S) PROCESSING”. WHAT DOES IT MEAN?

Your articles are going to be shipped by our warehouse team. Once shipped, you will receive an e-mail with a tracking number. In case of cancellation, you will be notified via e-mail and refunded for the due amount.
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 registered with UNiDAYS a discount on our site. To register with UNiDAYS or log-in click here.
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.
CAN I USE MY GIFT CARD FROM A VANS STORE ONLINE?

Unfortunately, you can not use a gift card purchased in store on the Vans website. We are working to make it possible.

Returns & Refunds

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

We're really sorry if you've received a faulty or incorrect item. Click here and find out how to make a return.
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 holidays to make things a little easier for you. Any items bought between 15th November 2018 and 31st December 2018 can be returned up until 31st January 2019. Our returns policy will go back to normal for any items bought from 1st January 2019 onwards. Just click here to take a look!
Do you offer exchanges?

We currently do not have the ability to 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.
CAN I CUSTOMIZE MY VANS SHOES?

Yes! You can design your own unique pair of shoes with customs. Select a shape, colour or pattern and use the customs builder to create the ultimate Vans shoe.
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.
We’d advise against putting your shoes in the washing machine as it can lead to discolouration or colour bleeding, affecting the overall look of your VANS.
How do I clean my VANS apparel?

We suggest you to follow the care symbols that appear on the garment label.
Do you offer spare parts for the BOA Closure system?

We are unable to provide spare parts for the BOA closure system at the moment.
However, BOA have some very helpful repair videos and PDFs on their website, along with a warranty and spare parts service.
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.
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.

We'd recommend trying another browser/device and also clearing your cookies and cache. If this doesn't help, then click here to get in touch with us and we'll do our best to help.
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?

There are a few ways to get in touch with our team. Click here to contact us now.