My item has arrived damaged or faultyUpdated 5 months ago

At The Vault, we take pride in our high quality standards. Every product is carefully inspected and securely packaged to prevent damage during transit. That’s why we’re sorry to hear that your item has arrived damaged or faulty. Rest assured, we’re here to help resolve this quickly.

Here’s what to do:

1. Please have the following information ready:

   • Your order number.

   • The item name or number.

   • A description of the damage or fault.

   • Photos of the item, damage/fault and packaging (this helps us investigate the issue).

2. Send this information to us. Email: [email protected]
   
   

What happens next?

• We’ll review the details and photos you provide to assess the damage.

• Once reviewed, we’ll issue you a free return label to send the item back to us.

• Upon receipt, we’ll arrange a replacement or repair to be sent to you.

Our commitment to you:

We understand how disappointing it can be to receive a damaged item, and we sincerely apologise for any inconvenience caused. Please rest assured that we’ll work swiftly to resolve the matter and keep you updated every step of the way.

Thank you for your patience and understanding as we work to make this right.