FAQ, Shipping, & Return Policy
1. Do you have a size guide?
Yes. Please use these charts to help determine your true size. Because sizing and cut may vary, please use the charts as a general guide to compare the various size scales. Sizes listed are US, unless otherwise noted. SEE SIZE CHART HERE.
2. The item that I absolutely love is sold out.
What can I do and how often do you restock? Great news! We often restock our most popular items. Simply visit the product page of your favorite items and click which size you would like, and it will show a “NOTIFY ME WHEN BACK IN STOCK” button. Once the item is restocked, you’ll be notified right away via email!
3. How do I change or cancel my order?
We know how important your order is, so we aim to fulfill orders as quickly as possible! While we cannot cancel or change an order once it has been placed, you are more than welcome to return your items in accordance with our return policy once your order has been delivered.
4. I placed an order, but never received a confirmation email.
If you do not receive a confirmation email within a few hours of placing your order, be sure to check your personal Spam folder. Alternatively, the email address on file might be spelled incorrectly. To check your orders, log into your account and select the “My Orders” option to review your order history. If you are still unable to locate the confirmation email of your order, please contact customer service.
5. Shipping Insurance
It is highly recommended to purchase shipping insurance especially during this time. Due to the Global Pandemic, shipping may be delayed with all carriers due to employees recovering from the Coronavirus or hospitalization. Purchasing insurance will allow you to recover funds lost from shipping and cost of item.
GENERAL INFORMATION: To ensure that your package is properly delivered and that you receive your package within the time frames we advertise, please make sure that your address is correctly entered and includes all relevant and/or required information (abbreviations, street numbers, building/apartment numbers, etc.) We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase.
PROCESSING TIME: All orders are subject to a processing time that is separate and apart from the time it takes for a shipment to reach its destination once it has been picked up from our fulfillment center by the applicable carrier. Depending on a number of factors, standard domestic orders may take up to 2-3 business days (excluding Saturdays, Sundays, and holidays) to process. After your payment is authorized and verified, standard domestic orders may take up to 2-3 business days to process.
SHIPPING RATES, FEES, & TIMELINES: The estimated timelines for processing, transit, and final delivery are included at the link provided below for reference: https://thedonsvault.com/support
Please note that orders to US destinations may take 1-12 business days from the date that it is shipped out, not necessarily from the date that it is placed, depending on the shipping method selected and the final destination of the order. When your order has been shipped, you will receive an email with tracking information. For US domestic orders, we will use USPS or UPS to ship to most locations. Shipping fees are non-refundable. If you receive any shipments from thedonsvault.com, you will be held responsible for the original shipping charges, plus the cost of returning the package to us. This amount will be deducted from any credit issued.
DELIVERY CLAIMS: If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier, but you have not received it; you must contact us within 10 days to file a claim. We will assist you in working with the carrier to complete the claims process. Please note that claims can take up to 30 days to complete (depending on the shipping carrier used). The Don’s Vault does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.
OUT OF STOCK ITEMS: If your order includes multiple items and one (or more) of the items are out of stock: we will go ahead and ship the rest of your order, issuing a refund to your original form of payment for the item(s) not in stock.
With limited exceptions, returns are refunded via store credit in the form of a The Don’s Vault e-gift card. The Don’s Vault does not issue store credit for the original shipping charges. Please be sure to send your items back in full accordance with our return policy: Items must be sent back within 5 days of the delivery date. Items must be unworn, unwashed, and have original tags attached. Items must be free of stains, makeup, deodorant, or wear. Bodysuits, swimwear, undergarments and accessories are non- returnable. All returns must include an order packing slip that clearly indicates which items are being returned. If this is not filled out correctly, your return may experience issues in processing. When sending back items from multiple orders, you must fill out an order packing slip for each applicable order. All returns are refunded via store credit in the form of a The Don’s Vault e-gift card. We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or tracking number when shipping back your returns. Returns are processed within 5-7 business days after your item(s) are delivered to us. Damaged, defective, or incorrect items must be reported within 7 days of delivery. Return drop-offs are not accepted at our curbside location.
RETURNED TO SENDER &; REFUSED PACKAGES:
This can happen if (1) an address is invalid or missing information, (2) the carrier is unable to deliver your package, or (3) the order is refused by the customer at time of delivery. Returned-to-sender or refused packages will be restocked and you will be issued store credit in the form of an e-gift card minus the initial shipping charge. We are unable to make changes to orders once they have been placed in our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery. We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
RETURNING BY MAIL:
To return by mail, use your order packing slip to return by mail with the carrier of your choice. All returns must include an order packing slip that clearly indicates which items are being returned. If this is not filled out correctly, your return may experience issues in processing. Depending on the shipping method and carrier selected, your return package may take several weeks to reach us if returning from an international location. Please allow 5-7 business days to process your return once it is delivered to our Distribution Center. Once your return is fully processed, we will issue you store credit in the form of a The Don’s Vault E-gift card for use on a future purchase. E-gift cards never expire and are redeemable right away! Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit. Without proof of receipt and delivery, The Don’s Vault will not issue store credits for your returns.
1 = Did Not Fit
2 = Did Not Like
3 = Incorrect Item Sent
4 = Item Damaged
5 = Other *Please include your packing slip with reason code in return package*
CURBSIDE PICKUP POLICY: At check out, customers will be given an option to either ship their items or pick up their items by selecting Atlanta curbside pickup. Once ATL curbside is selected at checkout, customers will be prompted to select a pickup time between the hours of: