Frequently Asked Questions
ORDERS & PAYMENTS
WHICH PAYMENT METHODS DO YOU ACCEPT?
We accept all major payment methods including; Visa Debit, Visa, MasterCard, American Express, PayPal, Apple Pay, Google Pay and many more. We process all transactions in the localised currency of your shipping destination.
CAN I CHANGE OR CANCEL MY ORDER?
Once an order is placed, we are unable to make any changes. If you notice a mistake with your order, please email us as soon as possible through our Contact Us page. Please be sure to include your order number in your request.
HOW CAN I USE MY GIFT CARD?
You can redeem a gift card by purchasing a product and entering the gift card code at checkout. Gift cards apply to an order total. If the order total exceeds the gift card value, you will have to pay the remaining amount using our supported payment methods or another gift card. If your order total is less than the gift card value, the remaining value will be displayed at checkout and in the order receipt for you to redeem at another time, until the gift card expiry date.
WHEN WILL VANDRÉLAAR OFFER SALES OR DISCOUNTS?
We rarely offer sales. As part of our mission to reduce our waste and make better fashion choices, we produce our collections in limited quantities only. This is to avoid stock surplus and the promotion of overconsumption through sales. We do however offer discounts from time to time, as well as to our email subscribers.
PRE-ORDERS
WHAT DOES PRE-ORDERING MEAN?
Pre-ordering allows you to get early access to our latest styles, and secure must-have items before they sell out! All our pre-order items are discounted for a limited time only. Full payment is required to pre-order an item.If you purchase a pre-order item along with other items, your order will not be shipped out immediately. Your order will be held in dispatch until your pre-order item arrives. If you would like your items to be shipped out separately from your pre-order item, you will need to make two separate purchases.
WHEN WILL MY PRE-ORDER ARRIVE?
Pre-order items may take a few weeks before they are ready to ship. The estimated date of arrival will be written in the product description and at checkout. We will notify you when your item is ready to be shipped or if there are any delays.
CAN I CHANGE OR CANCEL MY PRE-ORDER?
If you would like to change your pre-order, please contact us within 48 hours of having placed your order. If you change your mind and would like to cancel your order, please contact us.
CAN I RETURN OR EXCHANGE AN ITEM I PRE-ORDERED?
Of course! All pre-ordered items can be returned or exchanged within 14 calendar days of delivery, via our Returns Portal. Please read our exchange and return policy below.
WHY ARE PRE-ORDER ITEMS DISCOUNTED AND OTHER ITEMS ARE NOT?
Our pre-order items may take several weeks before being shipped. As a thank you for our customers' patience, we offer a 10% discount on pre-orders for a limited time only.
SHIPPING
WHICH COUNTRIES DO YOU SHIP TO?
We ship worldwide. Please note that we are unable to ship to P.O. boxes.
HOW LONG DOES DELIVERY TAKE AND HOW MUCH WILL IT COST?
We offer free worldwide shipping on all orders. All orders are shipped within 48 hours of being placed, pending stock availability and payment verification. We do not ship on weekends or on national holidays. Although shipping times may vary depending on the destination country, you can expect to receive your parcel within 3-5 working days for destinations within the UK and Europe. Worldwide shipping may take between 3-10 working days. Shipping delays may occur, which is outside of our control. If you delay payment of any customs, taxes or duties, this may also impact the delivery timeframe.
DO YOU OFFER SAME DAY DELIVERY?
We do not currently offer same day delivery. However, if you are in a hurry and your shipping destination is within the Greater London area, we are happy to arrange for a special courier delivery at your own expense, pending stock availability. Please contact us to arrange for a special courier.
WILL I HAVE TO PAY DUTIES?
UK
No duties will be charged when shipping within the United Kingdom.
USA
Orders under USD$800 are free from duties and will not require additional fees.
Orders above USD$800 are liable for duties, which you will need to pay directly to the courier upon delivery.
EU & REST OF THE WORLD
For all other countries, you may have to pay additional duties and taxes upon delivery. Please check with your local government agency for these costs.
CAN I TRACK MY ORDER?
Once you have received your shipping confirmation email you will be able to track the status of your delivery. Please note that it may take 24 hours for tracking updates to appear.
WHAT IF MY ORDER HAS NOT ARRIVED?
Please make sure that your shipping address is correct. Orders with invalid addresses may be returned to us and may delay delivery. If your package has been lost in transit, please reach out to us on our Contact Us page.
Please note that if an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages.
WHAT IS YOUR EXCHANGES POLICY?
We offer free exchanges within the United Kingdom. International exchanges and exchanges from the European Union will incur a small shipping charge of GBP £15 / EUR €15 / USD $30. Please note that we only accept one exchange shipment per purchase. Subsequent exchanges will be subject to shipping charges. Exchanges will be shipped to you once we have received and accepted your returned item. Please note that exchanges are subject to stock availability.
WHAT IS YOUR RETURNS POLICY?
Returns from the United Kingdom and European Union will incur a small shipping charge of £15 / €15. Returns from the USA or Canada will be subject to a small shipping charge of USD $30 per item. For all other international returns, this charge is USD $45. Please note that this sum will be deducted from the total amount refunded along with any tax and customs fees generated. If you have paid any customs, tax or duties upon delivery, you must reach out to your local government agency and apply for a refund.Items purchased on sale are eligible for exchange only. As part of our returns policy, all returned items must conform to the conditions below:
- The product must be unused, unworn, unaltered and unwashed.
- The product must be returned to us with its original packaging and labelling. The packaging must be in good condition.
- The product must have been tried on carpeted surfaces only, with no scuffs to the sole.
- The product must be sent from the country that the order was delivered to.
You’ll also need the receipt or proof of purchase. Returns that do not meet our policy will not be accepted and will be sent back to you. Gift cards are valid for a period of 12 months from the date of purchase and are non-refundable. If you would like to return an item purchased with a gift card, the return value will be issued as store credit.If you would like to exchange or return an item within 14 calendar days of its delivery, you can do so through our Returns Portal. All refunds will be credited to the original form of payment used to make the purchase. Please note that card refunds may take up to 10 working days for your bank to complete.
HOW CAN I EXCHANGE OR RETURN AN ITEM?
If you would like to exchange or return an item within 14 calendar days of its delivery, you can do so through our Returns Portal.
All refunds will be credited to the original form of payment used to make the purchase. Please note that card refunds may take up to 10 working days for your bank to complete.
Exchanges will be shipped to you once we have received and accepted your returned item. Please note that exchanges are subject to stock availability.
PRODUCTS & STOCK LEVELS
WHAT IF AN ITEM I RECEIVED IS FAULTY?
We take great care in checking the quality of our shoes before shipping them.
If you have noticed a fault with your item, please send us an email on our Contact Us page and we'll get back to you as soon as possible. Please include your order number in your message.
DO YOU OFFER A REPAIR SERVICE?
We do not currently offer in-house repair services. However, we are happy to recommend some London-based cobblers. Please contact us for more information.
WHAT IF AN ITEM IS OUT OF STOCK?
All of our shoes are produced in limited quantities to avoid stock surplus, so it's not uncommon for a product to sell out. Please sign up to our newsletter to be the first to know when an item comes back in stock!
FIT & SIZING
DO YOU HAVE A SIZE CHART?
You can consult our size chart here, with helpful tips on how to find the right size.
WHICH SIZE SHOULD I ORDER IF I AM BETWEEN SIZES?
If you are between sizes, we recommend ordering the next size up. Please make sure you read the product description, as some styles may vary on fit. If in doubt, feel free to contact us and we'll be happy to help.
STILL HAVE A QUESTION?
Feel free to drop us an email and we'll be happy to help.
