FREQUENTLY ASKED QUESTIONS?

FREQUENTLY ASKED QUESTION?

1. How/Where do I make a make an exchange?

Please make exchanges to:



Upon retrieval your package you will then be issued a credit within 5 days to redeem at anytime your preferred size or another item.

 

2. How do I find a specific item?

If you know exactly what you are looking for, you can search our online store by product category under the Shop menu, or by designer under the Designers menu. Once you have selected your desired category or designer, you can filter the listings further using the options on the left of the page. Throughout the site, there is also a search function in the top right-hand corner, which can be used to look for products using keywords or a web code if you know it.

3. How do I know if an item is in stock?

Most items shown are in stock. When you roll over a product, you can immediately see its size availability. If a size is greyed out in the rollover, or marked as sold out in the drop-down on the product page, this means the item is out of stock in that size. Items that are not yet in stock may be marked Coming Soon: add these items to your wish-list and you will receive an email when they land. Alternatively, you can inform us of your interest by contacting Customer Care on  available 24 hours a day, seven days a week. Please note that even if a product is in your shopping bag, it isn’t reserved, and will be available to other customers while you are browsing.

4. What payment methods does TheVaultbySacha accept?

We accept American Express, Visa, Discover, MasterCard, PayPal, ShopifyPay, and JCB Diners Club. 

5. Is it safe to use my credit card online?

We work hard to ensure your purchase is safe and secure. For your protection, all orders go through a rigorous fraud-checking process.

6. How will I know if you have received my order?

After you place your order, you will receive an email acknowledging your order has been received. This does not mean that we have confirmed your order: only after your credit card details have been approved, the delivery address has been verified and the items located will your order be accepted and the items shipped. At this point, you will receive a second email from us confirming your order. If this is not possible you will be quickly informed of the out-of-stock pieces and your payment for the items will not be processed.

7. When will I receive my order?

Orders shipped using our delivery partner, DHL, are delivered Monday to Friday between 9am and 5pm. For security reasons, all orders must be signed for upon delivery. If you live in London and choose our Premium delivery service your order will be sent with Ecourier and arrive with you between 2pm and 5pm with our afternoon service, and 6pm and 7pm with our evening service, seven days a week.

8. Can I collect my order instead?

For security reasons, and because your order must be signed for, we do not partner with local pick-up or service points. 

9. Am I able to track my order?

Yes. When we dispatch your order for delivery you will receive a unique tracking number by email. Once in receipt of this tracking number you can check the current status of your shipment. Alternatively, you can email me at thevaultbysacha@gmail.com and we will track the order on your behalf. If you place an order and choose our same-day shipping service, you will receive a text notifying you of the status of your order.

10. Can I exchange my order?

If you would like to exchange one item for another, you must first return the original item and then place a new order.

11. Have you received my return?

Please allow up to 10 business days to process returns. Items need to be inspected before issuing the credit. 

12. How do I return an item?

We will gladly accept your return for a Store credit or Exchange within 15 days of receiving your order. Policy Is Strictly Enforced.
ALL ITEMS ARE NON REFUNDABLE.
 
 
NO REFUNDS: We do not allow refunds, however, we’ll accept unworn, unwashed, or defective merchandise purchased on The Vault by Sacha for an EXCHANGE ONLY or store credit. 

Sales are final no exceptions. 

Exchange request must be received within 15 days of the delivery date.
No exchanges will be accepted after 15 days, ABSOLUTELY no exceptions.
INTERNATIONAL ORDERS are final sale. NO RETURN OR EXCHANGE.

All swimwear must be returned back to us in it's original packaging, all tags must be attached and sanitary liner in place for the exchange to be considered valid. 

ALL SALE ITEMS ARE FINAL SALE, ALL BLACK FRIDAY SALES ARE FINAL SALE, which means NO REFUNDS, NO EXCHANGES. 

We do not accept exchanges on SALE items, which means if the price is reduced from its regular price then it is considered a sale item. 
-ALL SALE ITEMS (Including Deals with promo codes) ARE FINAL SALE (No Exceptions)
-Items paid with store credit will only be exchange Once.
-Only one time exchange per order.
-Claims for damaged goods or any packaging errors need to be e-mailed to us within 24 hours of delivery 

Due to the differences in screen resolution, actual colors may vary and are not considered a defect or misrepresentation of an item. 
 
Order Changes & Cancellations: An order can only be changed or cancelled within 24 hours of it being placed and as long as it has not been shipped. Any orders for Pre-Order or Special Order Item(s) cannot be changed or cancelled. Please contact us if you need to cancel or make changes to an order.
Exchange policy:
 
INTERNATIONAL ORDERS: NO RETURN OR EXCHANGE
 
DOMESTIC ORDERS:
 
We’re unable to process exchanges for items that has been worn or are returned in a soiled condition. All items must be returned in original condition, with original packaging and tags attached. Items that do not meet these conditions will be refused and returned to sender.

Exchanges request must be received within 15 days of delivery. No exchanges will be accepted after 15 days.
 
Uneven Exchanges: If you would like to exchange your purchase for another item with a higher value, the difference in cost of the exchanged item will be required.

Shipping: Customer is Responsible for shipping fees to send the exchange back to The Vault by Sacha.

Exchange Return Processing time: Once we have received your package, your exchange will be processed within 5 business days if item is in stock.