Customer Service


Has my order been shipped out yet?
Once your order has been shipped, we will normally send you a dispatch notification with the tracking number through email. Alternatively, you can log in your account on our website, then retrieve the tracking number in order details.
Will i be charged customs and import charges?
No, We don't add taxes, VAT or other hidden charges. You pay us what you see on the invoice, i.e. goods subtotal + shipping cost (not include duties). Please find out as much as you can about your import taxes in your own country before purchasing the item. You need to pay for the import duties in case that occurred for certain goods, or you may kindly give us some suggestions about that, we promise to do our best to help you!
An item is missing from my order or receive an incorrect item.
If you found any item is missing in your order or received an incorrect item, please click here to contact our customer service. We will arrange a re-delivery of your order then as soon as we can.
How does your delivery service work?
We understand how important it is to receive your order when you expect them. In that case, we use secure and fast shipping methods to deliver your order. We suggest you has your goods delivered to a work address rather than a home address as our couriers only deliver between 9am to 5pm, as it is signature required upon receipt.
Returns & Replacements
We want you to be completely happy with your purchase. If you are unhappy with your purchase for any reason, return it to us within 7 days of receipt for a refund or exchange. The items must be in their original condition and packaging. Items sold together as a promotional offer cannot be returned separately. Also, please note the reason and details for your return or exchange on the delivery invoice form that must be included with your package.
Before returning, you have to contact us.
>How do I return an item?
        If you wish to return products for a refund, products must be sent back within 7 days of receipt for a refund (less shipping fee). We only accept products in their original condition. Before returning, you have to contact us.
       Please note that the customer is responsible for all return freight charges, including duty and tax if applicable. We cannot accept C.O.D. shipments. For your protection, we suggest all returns be sent back to us through a traceable carrier. Then email the tracking NO. and order NO. to our Customer Service Team after you send your package out.
>How do I exchange an item?
       You can return unworn, unused products within 7 days of receipt for an exchange. Exchange is only valid for once for the same item in a different size.
Before returning, you have to contact us.
       Please note that the customer is responsible for all return and reshipping freight charges, including duty and tax if applicable. We cannot accept C.O.D. shipments. For your protection, we suggest all returns be sent back to us through a traceable carrier. Then email the tracking NO. and order NO. to our Customer Service Team after you send your package out. Your reshipping fee must be paid before we reship your exchange to you.
Your Orders
How to check your order
        Once your payment has been approved, you can check any of your order status updates in your account on our website.
Payment
PayPal is the safer, easier way to pay. You can use your credit card or bank account without exposing your financial information. You can link your credit card or bank account to your PayPal account so you don't have to enter your card number or address when you shop on VANCL. Just log in to PayPal and quickly check out in a few clicks. Moreover, PayPal accepts payments in multiple currencies.
Do I need to create an account to shop with you
Setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, regular newsletters, and (our favourite bit) exclusive discounts and special offers.