FAQ


FAQ

Can I change / cancel a final order?
Unfortunately we can not change or cancel an order when it´s placed. The reason for this is that your orders are processed as soon as they are added. Do you want to cancel an order, please contact customer service at mail: info@vincemannstockholm.com we'll ´do our best to help you if the order is not already sent.

Why have I not received an order confirmation?
Be sure to enter the correct personal data and address so that the package is delivered in the right way. The most common cause of non-confirmation is incorrectly entered email address. Also make sure that the order confirmation is not ranked as spam or blocked by a spam filter.

Where is my order?
If you haven't received your order within 4-6 working days 6-10 working days at high loads, please contact our customer service for more information. Either your product is out of stock or delayed due to peak. If you have not received your order within the specified delivery time after receiving the delivery notice from us, please get in touch with our customer service email: info@vincemannstockholm.com so we can help you find out what happened.

How do I know if an item is out of stock of my order?
If you order a product, which is out of stock we will contact you via email. If you order multiple items and any of them is out, we will send the goods in stock. Then the number 0 will occur on the delivery note and you will receive no mail from us.
Have you paid via Direct Payment we will return the total of the ran out goods back to the same bank account. The refund will appear in your account within 4-6 business days from the time we made the refund. At card purchases the money have only ben reserved and are put back on your card, it can take several business days before the money appears. If you've chosen Klarna we adjust the invoice for you.

Will sold out products be back in stock?
This depends on the product concerned. Items included in the basic range should be back in stock. Specific seasonal products, are normally sold out. Wondering about a specific product, you are always welcome to get in touch with our customer service to get more information.

Can I use my discount code subsequently?
Vouchers can unfortunately not be registered subsequently, but you then get to use it the next time you purchase.


How do I care for my leather products?

Below are some tips on how your product should be handled in the best way:

• Preferably allow the product to stand in the dark at room temperature when not in use. Sunlight will eventually make the leather darker.

• A little rain does nothing but try to avoid heavy rain. A wet product should always be allowed to dry naturally at room temperature. Try not to dry the product with high heat then the product might loose its original shape.

• Dirt is removed as soon as possible with a dry cloth or sponge. Do not rub too hard or just right on the spot then an uneven surface might occur.

• Should the product become dry, use leather oil or leather conditioner on the affected area. Try, however, on a non-visible area first if you are unsure of the outcome.

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