FAQs
FREQUENTLY ASKED QUESTIONS
WHAT PAYMENT METHODS DO YOU ACCEPT?
You can use all the main Credit Cards & other preferred payment methods listed at checkout.
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HOW SECURE IS MY PERSONAL INFORMATION?
Fashion Vault adheres to highest industry standards in order to protect your personal information with the best security solutions.
Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology), which is widely used on the internet for processing payments safely.
I'VE PUT A WRONG SHIPPING ADDRESS / CHOSE THE WRONG VARIANT! CAN I CHANGE?
If this happens to you, email us at support@fashionvault-wellington.com as soon as possible, and we might be able to take care of it. However, we can't guarantee anything in this case, as all of our items are usually processed immediately after you order and ship out the same day or the day after. If your order has already entered the shipping process, we won't be able to stop it. Please contact us anyway, as we still care and we'll try to help in any case. We know how frustrating it can be to pay for something you can't use. Please note: if we can't cancel the order, we won't do a refund if you ordered your products to the wrong address.
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MY PACKAGE IS STUCK IN CUSTOMS, WHAT CAN I DO?
Customs, Postal Services & Website are different entities, hence we are not liable for any delays caused by customs or local post services and cannot be made responsible for the customs services in your country.
Payment of customs charges and taxes is the responsibility of the recipient and will not be covered by us here at Fashion Vault. For further details of charges, please contact your local customs office.
If your order is held up in customs, we suggest calling your country's customs department directly and asking them to release your items.
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CAN I CHANGE MY SHIPPING ADDRESS?
Once you have placed an order, the information goes straight to the shipping department which takes 1-3 working days to process. After which the shipping department will send the tracking codes to the data entry to update the tracking codes and send shipping confirmation email to the customer. Hence, if you need to make any changes to your shipping address, please contact our Customer Service as soon as possible after you've placed your order and we might be able to take care of it.
Please ensure that all the information you have provided is correct before submitting your order to prevent losses in mail or other mishaps from happening.
NOTE: To all customers that provided a different shipping address than their permanent address, we will not be responsible for lost or undelivered parcels and/or if you moved out of the address you provided us.
MY TRACKING NUMBER IS NOT WORKING
90% of our orders has a tracking number available. However, it's possible that your order doesn't have a tracking number. Please contact us at support@fashionvault-wellington.com in case you need to know more about your shipment which doesn't have a tracking code and we'll do our best to get you some information about it!
You will receive your tracking number by email within few days from your order. You can then track your order using the code at our Track Order page.
Please make sure you've inserted your code right, best way to do this is by using copy & paste.
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HOW DO I KNOW IF MY ORDER HAVE BEEN SHIPPED OUT?
When your items have been dispatched, we will send a notification email to your registered email address and to the phone number you used at checkout. The tracking number is normally available within the next few days of dispatch.
You can also check our online order tracking page.
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THE TRACKING SITE SAYS DELIVERED BUT I HAVEN'T RECEIVED MY PACKAGE YET
Sometimes postal tracking services mark an order as delivered when it has reached your local post office, even though you have not yet received your package. In this case, please wait a few more days for your postal service to deliver the package to your home or contact your local post office as they may hold the item for you.
When will my order ship?
Domestic New Zealand orders typically ship within 3-5 business days, and international orders within 5-7 business days. We always appreciate your patience.
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I just placed my order. Can I cancel it?
Once an order is placed, unfortunately it cannot be canceled.
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Can I cancel my pre-order?
No. Pre-orders are made-to-order and cannot be modified or canceled once placed. Pre-orders get sent to production as soon as confirmation is received, are final sale, and not eligible for refunds.
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Can I add or remove products from my order?
Once an order is placed, the customer cannot modify or edit in any form.
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Where do orders ship from?
Your item(s) will be ship from one of our private warehouse facilities
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Why can I only buy one style per product?
Based on item availability and exclusivity, we set restrictions preventing customers from purchasing multiples of an item to ensure other customers have the opportunity to purchase as well.
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What shipping methods do you offer?
Domestic New Zealand orders are shipped standard ground by FedEx or by various regional carriers based on delivery location. Most deliveries are estimated to arrive in 5-12 business days. In rare cases, delays can occur at the warehouse or carrier level that extend that timeframe.
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I ordered multiple products, but received a tracking number that includes only some of the items. Where is the rest of my order?
Based on location of availability, your items may ship from separate locations from one of our private warehouses. The remaining items will be fulfilled in our estimated time frame, depending on your order’s country destination.
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I’m missing products from my order. What steps should I take to fix this?
- Please photograph the interior and exterior of your order
- Email support@fashionvault-wellington.com with your order number in the subject line, and attach all photos along with your inquiry
- We will get back to you shortly with assistance. Please note, you have up to 10 days after an item is marked as delivered to report your missing product.
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My order was damaged or I suspect items were stolen. What steps should I take to fix this?
- Please photograph the interior and exterior of your order
- Email support@fashionvault-wellington.com with your order number in the subject line, and attach all photos along with your inquiry
- We will get back to you shortly with assistance. In some cases, a claim with the carrier may be filed if packages were tampered with. Please note, you have up to 10 days after an item is marked as delivered to report your damaged or missing package.
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I placed two or more orders today. Can I combine them to save on shipping?
Unfortunately, we are unable to consolidate orders.
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I’m buying a gift for someone. Am I able to send something to a different address than what’s listed as my billing address?
To protect our customers, we require that the billing address match the shipping address. We are unable to change the shipping address of a package in order to alter delivery after the order has been placed.
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Can I place my order over the phone?
No, we do not accept phone orders called into our customer service line
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I accidentally entered the wrong address information at checkout, and now my package is being returned to the sender. How do I get my package resent to me?
Please email our team at support@fashionvault-wellington.com for immediate assistance.
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Why can I not add my size to cart?
If you are unable to select your correct size, it may have sold out. You can confirm this by refreshing the product page.
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I had an item in my cart, but it sold out while I was entering my payment information. Can I still get this item?
Since our products are first-come-first-serve, we unfortunately can not fulfill orders that sell out during cart sessions. We do not have additional stock of any product that sells out.
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I placed an order that was canceled the same day. Why did this happen?
There are 2 reasons why orders may be canceled. They include, but are not limited to:
- Billing and shipping addresses did not match
- Partial match on the credit card information added at checkout
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My account was compromised and someone placed an order. What should I do?
Please contact us immediately at support@fashionvault-wellington.com
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Payment:
I canceled my order but the charge is still showing up. Why is this happening?
It may take a few business days for the charge to be reversed on your account. Please contact your bank for any additional questions or assistance.
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I paid using Klarna. How will I be charged?
Please visit Klarna.com for any additional information or questions on your Klarna payments.
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INTERNATIONAL ORDER PROCESSING:
What countries do you ship to?
We offer worldwide shipping at a range of shipping rates.
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I’m from a country outside of the New Zealand, how should I follow the sizing guide?
All sizes are listed in UK Sizing, unless otherwise indicated on the product page.
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I received an order confirmation email, but just minutes later got an order cancellation email. What happened to my order?
The initial email you received indicates that your order request was being processed. Orders may be canceled for a variety of reasons, including but not limited to analysis done by our Order Review Team, or inventory availability.
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Please direct all questions and concerns to the FAQ page found at the link above. If there are any further questions or concerns, please email us at support@fashionvault-wellington.com.
DO YOU SHIP INTERNATIONALLY?
Fashion Vault currently only ships to New Zealand address'
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HOW LONG DOES IT TAKE FOR MY ORDER TO SHIP OUT?
All items are subject to a handling period before they are dispatched.
99% of orders leave the warehouse within 1-3 days of payment.
We will notify you by email when your items have been shipped.
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MY ORDER DID NOT ARRIVE ON TIME, WHAT SHOULD I DO?
If for any reason whatsoever your items do not arrive within 20 business days from the purchase date, please contact support@fashionvault-wellington.com.
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HOW LONG DOES SHIPPING TAKE?
Standard International Shipping: 6-10 business days
All orders will be dispatched from our warehouse within 3 business days. In peak periods please allow for up to 6 business days for dispatch.
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HOW IS THE PACKAGE BEING DELIVERED?
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This depends on where you live and which product you order. The package will be delivered to your home, mailbox, porch or local post office with a notice left on your mailbox.
Most orders will be available for pickup from your local post office once you receive a notice letter by your mailbox. This also happens if the mailman has tried to deliver the package to your home but no one was there to accept it and it couldn't be left anywhere safe.
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HOW MUCH DO YOU CHARGE FOR SHIPPING?
We offer FREE Shipping anywhere in New Zealand. For international, depending on location there may be a shipping charge
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FROM WHERE IS MY PACKAGE BEING SHIPPED FROM?
Our warehouses are located in China & United States. Most orders are shipped from China. If you need more information about this, please contact us at support@fashionvault-wellington.com.
Are Fashion Vault products offered in US or UK sizing?
All products are listed in AU sizing, unless noted otherwise in the product description.
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How do I indicate my size for Apparel?
To view size charts and measurement directions, please visit the “Size Info” tab on each product description page. Each chart provides measurements in inches, measured on a flat surface.
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My size isn’t available on the website. Will you restock?
Our products are offered on a first come, first serve basis. Some product offerings will unfortunately not be restocked.