Frequently Asked Questions

Are the items listed on the site authentic?

Yes — 100% guaranteed. The Vault only sells authentic products sourced from official retailers and trusted suppliers. Every item is thoroughly checked by our team before shipping and comes with its original packaging, tags, and SKU labels.

Do you offer a warranty on products?

Yes ✅. For the brands we are official retailers of including UGG, Saucony, HOKA, and Dr. Martens all products come with a 1-year manufacturer’s warranty.

This covers any manufacturing defects or faults, giving you extra peace of mind when shopping with us. If you ever experience an issue within this period, simply contact our team and we’ll help organise the warranty process for you.

How long does it take for orders to ship?

• Orders are usually processed and shipped within 1–3 business days.

• Delivery then takes on average 2–3 business days (up to 6 depending on courier and location).

• Next-day delivery is available on selected products — please contact our team before ordering to confirm.

All orders are shipped with tracking and insurance, from either the UK or Australia, depending on stock allocation.

Which countries do you ship to? Do I have to pay customs fees?

We ship worldwide 🌍.
There are no hidden import or customs fees — the price you pay at checkout is final.

What payment methods do you accept?

We accept:

• Visa

• Mastercard

• American Express

• Klarna

• Clearpay

How can I track my order?

Once your order has been shipped, you’ll receive a confirmation email with a tracking link. You can check your parcel’s progress at any time.

Can I cancel or return my order?

• Cancellations: Allowed if the order has not yet shipped. Once dispatched, cancellations are no longer possible.

• Exchanges: Easy exchanges available within 14 days of delivery. A £10 shipping fee applies. Customers cover the cost of sending the original item back to us, and once received, we’ll ship the new size out to you.

• Refunds: Available within 14 days of delivery. A 10% fee applies to cover non-refundable costs such as platform and payment processing fees. Customers cover the return shipping, and refunds are processed only once the item is received and inspected.

• Store Credit: Prefer to shop again later? Receive a store credit for the full amount (minus £10 shipping fee) once we receive and check your returned item.

➡️ Items must be unworn, in original condition, and returned with original packaging.

How do I know what size to order?

All sizes on our site are listed in UK sizing (unless stated otherwise).
If you’re unsure, contact us and our team will happily help with size conversions and fit advice. And if it’s not perfect, our easy exchange policy has you covered.

Will you restock sold-out items?

Some items are limited releases and may not restock. However, we update our website regularly with new arrivals. Follow us on Instagram @thevault.uk_ for updates on restocks and early access to new drops.

Are all items brand new?

Yes — all items sold on The Vault are brand new unless otherwise stated in the product description.

What if my parcel is lost or delayed?

All orders are shipped with tracking and insurance. While delays are rare, if an issue arises, we’ll work directly with the courier to resolve it and make sure you’re covered.

I placed an order but never received a confirmation email. What should I do?

Please check your spam/junk folder first. If you still haven’t received it after a few hours, email us at info@the-vault-uk.com and we’ll resend your order confirmation.

Can I apply a discount code after placing my order?

Discount codes must be applied during checkout. Unfortunately, they cannot be added afterwards.