Returns & Refund PolicyUpdated 11 hours ago
At The Vault, we want you to shop with confidence. If something isn’t quite right with your order, we’re here to help.
We offer 30-day returns, meaning you have 30 days from the date your order is delivered to request a return.
How to Start a Return
The easiest way to return an item is through your account page.
Simply:
Log in to your account
Select your order
Click “Return Order”
Choose the item(s) you want to return and provide a reason
Once your return request has been submitted, our team will review it and provide the next steps.
If you're unable to access your account, you can contact our support team and we’ll assist you.
UK Returns
We offer free returns within the UK.
Once your return request has been processed, you will receive a free tracked return label.
Please:
Pack the item securely in its original packaging
Attach the return label
Remove or cover any old shipping labels
Drop the parcel off with the carrier listed on the label
International Returns
International customers can initiate a return through their account page, in the same way as UK customers.
Once your return request has been reviewed, we will provide the return address and instructions.
Please note:
Customers are responsible for arranging and paying for return shipping
We recommend using a tracked shipping service
If you prefer, we may be able to arrange a return shipping label for international orders. The cost of the label will be confirmed with you in advance and deducted from your refund once the return is processed.
When returning items internationally, customers must ensure the parcel is clearly marked as a “returned item” on the customs declaration form. This helps avoid import duties or customs charges.
Please note that The Vault is not responsible for any customs duties or charges applied to returned parcels. If charges are applied due to incorrect customs declarations, we may deduct these costs from the refund or refuse the return.
Returns Conditions
To be eligible for a refund or exchange, returned items must:
Be unused and unworn
Be in the same condition you received them
Have all original tags and labels attached
Be returned in their original packaging
We reserve the right to refuse a refund or exchange if an item is returned in an unsuitable condition (for example: worn, damaged, missing packaging, or missing tags).
Refunds
Once we receive your return, please allow our team up to 2 business days to inspect the item(s) and approve your refund.
If everything is in order, we will issue the refund to your original payment method, and you’ll receive an email confirmation once the refund has been processed.
After the refund has been issued, it typically takes 2–3 business days for the funds to appear in your account. Some banks or payment methods may take up to 10 business days.
If you have not received your refund after this time, please contact our support team and we’ll be happy to help.
Exchanges
If you would like to exchange an item, please contact us at:
Please include:
Your order number
The item you’d like to exchange
The reason for the exchange
Once we confirm the exchange, we will provide return instructions.
After we receive and inspect the returned item, we will send out the replacement product.
Custom Framing
Many of our framed products are custom assembled to order based on the framing option selected.
If a framed item is returned, we may deduct the framing cost from the refund to cover the custom framing work that has already been completed.
Typical framing deductions may include:
Lite Frame – £80
Classic Frame – £100
Pro Frame – £200
This deduction is applied at our discretion and typically only where the framing work has been completed for a specific order.
Faulty, Damaged or Incorrect Items
If your item arrives damaged, faulty, or not as described, please contact us as soon as possible so we can resolve the issue.
Please include:
Your order number
The item name
A description of the issue
Photos of the product and packaging
Contact us via:
Email: [email protected]
Phone: 01482 692873
Live chat: Available on our website
Our team will review the issue and arrange a replacement, repair, or refund where appropriate.
Return Responsibility
When returning an item, please ensure:
Old shipping labels are removed or covered
Items are sent to the correct return address provided
You keep proof of postage
We cannot issue refunds for parcels that are lost in transit or sent to an incorrect address.
Need Help?
If you have any questions about returns, refunds, or exchanges, our support team is always happy to help.
Chat: Select the chat icon
Email: [email protected]
Phone: 01482 692873