faq

FAQ

ORDERS

CAN I USE DIFFERENT ADDRESSES FOR BILLING AND SHIPPING?
YES, BUT PLEASE ENSURE THAT THE BILLING ADDRESS MATCHES THE ONE LINKED TO THE PAYMENT METHOD YOU HAVE CHOSEN TO USE.

I PLACED AN ORDER AT VAYDER.US. WHEN WILL I BE CHARGED?
THE AMOUNT WILL BE DEBITED WHEN THE GOODS ARE DISPATCHED OR COLLECTED.

MY ORDER WAS NOT SUCCESSFUL WHAT CAN I DO?
IF THERE IS A PROBLEM WITH YOUR PAYMENT, PLEASE CONTACT YOUR BANK OR CARD ISSUER.

CAN I CANCEL OR CHANGE MY ORDER?
ONCE YOU HAVE PLACED YOUR ORDER, YOU WILL NOT BE ABLE TO CHANGE IT IN ANY WAY. IF YOU NOTICE AN ERROR IN THE SHIPPING/DELIVERY INFORMATION OR YOU WISH TO CANCEL YOUR ORDER, PLEASE CONTACT US AS SOON AS POSSIBLE.

I BOUGHT AN ITEM AT VAYDER.US AND ENCOUNTERED A PROBLEM. HOW CAN I RETURN IT?
PLEASE CONTACT OUR CLIENT SERVICE DEPARTMENT AT HELP@VAYDER.US.

I SENT A RETURN REQUEST, BUT I HAVE CHANGED MY MIND AND WOULD LIKE TO KEEP THE ITEM. IS THIS POSSIBLE?
YES, PLEASE CONTACT OUR CLIENT SERVICE DEPARTMENT TO CANCEL YOUR RETURN REQUEST.

WHEN TRYING ON A GARMENT, I REMOVED THE LABEL. CAN I STILL REQUEST A REFUND?
IN ACCORDANCE WITH THE TERMS AND CONDITIONS OF SALE, THE LABEL IS ONE OF THE PREREQUISITES FOR THE RETURN TO BE ACCEPTED. PLEASE NOTE THAT THE OTHER CONDITIONS TO BE MET ARE AS FOLLOWS:

• ALL ITEMS MUST BE RETURNED IN THEIR ORIGINAL CONDITION
• ITEMS THAT HAVE BEEN WORN, USED, ALTERED OR DAMAGED WILL NOT BE ACCEPTED.

I FILLED OUT THE EXCHANGE REQUEST ONLINE AND RECEIVED A CANCELLATION EMAIL. WHAT HAPPENED?
THE SIZE OR COLOR YOU REQUESTED IS MISSING AND WE ARE THEREFORE UNABLE TO EXCHANGE THE ITEM.

CAN I GO TO A STORE TO CHANGE SIZE OR COLOR?
THE SIZE OR COLOR CHANGE SERVICE IS ONLY AVAILABLE ONLINE AND NOT AT ANY OF OUR GLOBAL RETAIL ACCOUNTS.

IF I RETURN AN ITEM AT A BOUTIQUE, WILL I RECEIVE A PAPER RECEIPT STATING THAT I HAVE RETURNED THE PRODUCT?
TO BE MORE SUSTAINABLE, WE HAVE DECIDED TO DO AWAY WITH PAPER RECEIPTS. YOU WILL THEREFORE RECEIVE A CONFIRMATION EMAIL WHILE IN THE BOUTIQUE ONCE THE RETURN HAS BEEN PROCESSED.

CAN I RETURN AN ITEM WITH A COURIER OF MY CHOICE?
YES ALTHOUGH, YOU WILL BE RESPONSIBLE FOR ANY DAMAGE OR LOSS.

SHIPPING AND DELIVERY

CAN I CHANGE THE DELIVERY ADDRESS MYSELF?
A CHANGE OF ADDRESS MUST ALWAYS BE AUTHORIZED BY OUR CLIENT SERVICE DEPARTMENT.

ACCORDING TO THE TRACKING SERVICE, MY PACKAGE WAS DELIVERED BUT I DID NOT RECEIVE IT. WHAT SHOULD I DO?
PLEASE CONTACT OUR CLIENT SERVICE DEPARTMENT.

IS A SIGNATURE ALWAYS REQUIRED UPON RECEIPT OF A DELIVERY?
YES, TO ENSURE GREATER SECURITY, A SIGNATURE IS ALWAYS REQUIRED.

ACCOUNT

HOW DO I DELETE MY ACCOUNT?
PLEASE SEND AN EMAIL TO HELP@VAYDER.US.

I CANNOT ACCESS MY ACCOUNT. WHAT SHOULD I DO?
YOU CAN TRY CHANGING YOUR PASSWORD VIA THE FORGOT PASSWORD LINK ON THE ACCOUNT LOGIN PAGE OR YOU CAN CONTACT OUR CLIENT SERVICE DEPARTMENT.

HOW CAN I UNSUBSCRIBE FROM THE NEWSLETTER?
YOU CAN UNSUBSCRIBE FROM THE NEWSLETTER BY CLICKING ON THE UNSUBSCRIBE OPTION AT THE BOTTOM OF OUR NEWSLETTERS.

CAN I USE THE SAME DETAILS TO LOG INTO MY ACCOUNT IN A COUNTRY OTHER THAN THE ONE I INITIALLY REGISTERED IN?
YES, YOU CAN DO THIS, BUT YOUR PREFERRED PAYMENT METHODS AND SHIPPING ADDRESSES SAVED TO YOUR PROFILE WILL NOT BE VISIBLE.

CAN I USE THE SAME EMAIL ADDRESS TO CREATE A NEW ACCOUNT IN ANOTHER COUNTRY?
YOU WILL NOT NEED TO CREATE A NEW ACCOUNT BECAUSE THE ONE YOU HAVE ALREADY CREATED CAN BE ACCESSED IN ANY COUNTRY.