Returns & Exchanges

🎄 Extended Christmas Returns & Exchanges

To make Christmas shopping easier, we're offering an extended returns period for all orders placed between 2 November and 24 December 2026.

Customers have until 17 January 2027 to request an exchange or store credit, subject to our usual returns conditions. Returned items do not need to reach our warehouse by this date, provided the return request has been submitted on time.

Please note:

  • Refunds: Our standard refund policy remains unchanged. Refunds must be requested within 14 days of receiving your order.

  • Exchanges & Store Credit: For orders placed between 2 November and 24 December 2026, requests must be submitted by 17 January 2027.

  • Orders placed from 25 December 2026 onwards: Our standard 14-day returns policy applies to refunds, exchanges and store credit.

All returned items must meet our usual eligibility requirements.

Returns & Exchanges

We want you to love your purchase. If for any reason you need a different size or wish to return your order, we’ve made the process as simple as possible.

  • Exchanges: You can request a size exchange within 14 days of receiving your order. Exchanges are subject to a £10 shipping fee. Once we receive and inspect your return, we’ll ship your new size out to you, subject to availability and any potential market price changes on the replacement pair.

  • Returns for Refunds: Refunds are available within 14 days of receiving your order. A 10% fee applies to cover non-refundable costs such as payment processor fees, platform fees, and taxes. Refunds are processed only once the item is returned and inspected by our team.

  • Returns for Store Credit: Prefer a store credit? We’ll issue the credit for the full amount (minus a £10 shipping fee) once we receive and check your returned item.

Conditions for Returns

  • Items must be unworn, in original condition, and in their original packaging.

  • Returns must be requested within 14 days of delivery by emailing us at returns@the-vault-uk.com (we typically respond within 1 business day).

  • Please include your order number and reason for return in your email.

  • Customers are responsible for the cost of shipping the item back to our warehouse. We recommend using tracked shipping to ensure safe delivery.

Faulty/Damaged goods

UGG, Vans, Saucony, Hoka and Dr Martens products purchased with The Vault include a 12-month manufacturer’s warranty from the date of purchase. If you experience a genuine manufacturing defect within this period, please contact our team with your order number and clear photos of the issue so we can assess the claim. If approved, we will organise a replacement pair where stock is available, or alternatively issue store credit of equivalent value. Refunds are not offered for warranty claims.

Important Notes

  • Once your return has been received and inspected, we’ll process your refund, issue a store credit, or ship your exchange.

  • If you have any questions about sizing before ordering, our team is happy to help via email, Instagram DM @thevault.uk_, or live chat.

We’re a small business, and every order means a lot to us. While we do have to recover unavoidable fees on refunds and ask customers to cover return shipping, our goal is always to keep the process simple, fair, and reassuring so you can shop with confidence.