Refund policy

THE VAULT NYC — RETURN & REFUND POLICY
Updated October 2026

Every piece at The Vault NYC is one of one, authenticated and inspected by hand before it ships. If something is wrong, we make it right. Because our pieces are singular, change-of-mind returns are issued as store credit. For the full guide, visit Returns & Refunds.

---

IF SOMETHING IS WRONG — FULL REFUND

We refund you in full, to your original payment method, if a piece arrives:

• Not as described: materially different from the listing (undisclosed damage, wrong measurements, alteration).

• Damaged or defective.

• With its authenticity in question, verified by a third-party authenticator. See our Authenticity Guarantee.

Contact us within 14 days of delivery with photographs. When the fault is ours, we send a prepaid return label and cover the shipping.

---

CHANGE OF MIND — STORE CREDIT

Because every piece is one of one, we do not offer cash refunds for change of mind. If you contact us within 3 days of delivery and the piece comes back flawless with its tamper tag still attached, we will issue store credit, less a 15% restocking fee, valid for 12 months. We will email you a prepaid return label; its cost is deducted from your store credit.

---

THE TAMPER TAG

Every piece ships with a The Vault NYC tamper tag attached and is photographed before it leaves our warehouse. Try the piece on with the tag in place, and remove it only once you've decided to keep it. A return cannot be accepted if the tag has been removed, cut or damaged, or if the piece shows any sign of wear, styling, steaming, makeup, scent or alteration.

---

RETURN CONDITIONS

• Original tags, packaging, dust bags and invoice must be included. Shoes must be returned in their original box.

• Items returned without prior approval cannot be accepted.

• We do not rent or loan garments under any circumstances.

---

HOW TO START A RETURN

• Email admin@shopvaultnyc.com with your order number, and photographs if something is wrong.

• Once approved, we will email you a prepaid return label. Pack the piece and drop it off within 3 business days.

---

FINAL SALE

The following are not returnable:

• Jewelry, intimates, swimwear and beauty

• Gift cards and custom or personalized products

• Anything marked Final Sale

Our authenticity guarantee applies to every piece, always.

---

INTERNATIONAL ORDERS

• Customs forms must clearly state "Returned Goods." Any import duties or fees charged are deducted from your refund or credit.

• Refusing delivery, or declining to pay customs duties, does not constitute a return. The shipment is returned to us at your expense, and no refund is issued.

---

EU CUSTOMERS — 14-DAY COOLING-OFF

For orders shipped to the European Union, your statutory 14-day right of withdrawal applies where required by law. Items must be unworn, unused, with the tamper tag and all tags attached, in original packaging, with proof of purchase. Change-of-mind EU returns follow the same condition rules and may be issued as store credit, less a restocking fee, where permitted.

---

REFUNDS & TIMING

Once we receive and inspect your return, approved refunds are issued to your original payment method, or as store credit, within 10 business days. Your bank or card provider may need additional time to post it. If more than 15 business days have passed, email us at admin@shopvaultnyc.com.