Our Commitment to Satisfaction
Online purchases require logic flexibility and support. We totally understand that and wish to create a satisfying and enjoyable shopping experience for you. We know it’s impossible for any ecommerce company to offer 100% satisfaction guarantee, but we are trying our best to meet all customers’ satisfaction.
The Return and Cancellation Policies below were written to accommodate customer’s needs and also to address the specific nature of our merchandise.
If you can’t find the answer to your questions from our Return and Cancellation Policies on this page, please feel free to contact us via email service@vankle.com for customer service assistance.
Return Policy
For all returns, please submit support ticket to our Customer Service within 7 days after you received the package. Our Customer Service representatives determine the eligibility for refunds and exchanges once customers have contacted us and explained their reasons for return. Returning packages without prior approval from Customer Service will be halted or delayed.
All returned items must be in brand-new condition, unused and with original tags and packaging. Requests to return items due to quality issues, damage during shipping, color/style/size error or allergic reaction from use must be accompanied by photos or other evidence that clearly shows the problem with the item received. We reserve the right to charge a handling fee on all items returned for other reasons.
If we shipped you wrong item
You have the option of 1) exchanging it for the correct item, or 2) returning it for a full refund. Customers must confirm their eligibility for an exchange or return with Customer Service before sending items back.
If we shipped you an item in the wrong color
You are eligible for a full refund. (Perceived color difference due to the display settings of your computer monitor are not grounds for a refund.).
If you aren’t satisfied with your purchase
You may be eligible for a return or exchange depending on your situation and the type of item involved. If you return the item for refund, you need to pay for the returning shipping fee yourself, and we will deduct the shipping fee you paid in the order, and 20% of the items price will be deducted as restocking fee for common orders, while customized orders such as dresses, customized soccer jersey, 30%-50% restocking fee will be deducted as restocking fee. And if you exchange the item, you need to pay for 2-way shipping fees. Any items or accessories lost during the return process will also be deducted from the refund.
Cancellation Policy
Common orders can be cancelled at no charge up until shipment. Generally, we will send the items out within 1-3 days after we receive the payment. So please submit cancellation request to customer service within 24 hours after you place your order. Beyond the time limit, restocking/processing fees will apply to cancellations even though the order has not been shipped out. Orders that already shipped cannot be cancelled and will be treated as returns.
Product-Specific Return and Cancellation Policies
If you’d like to return an item from one of the following categories, please read the detailed policies below:
Wedding Apparel
Cancellation Policy
Wedding Apparels and customized sports outdoor jerseys we say they are specific products because we do not have ready-made products of these lines. We need to submit the orders of these items to our supplier after we receive the payment. And once they were submitted according to one customer’s special request, e.g. measurements, player name and player number, they may never be sold to others. And the materials cannot be reused once the creation process has begun.
- Orders cancelled within 24 hours after payment confirmation will be eligible for a full refund.
- Orders cancelled 24 to 72 hours after payment confirmation will be eligible for a partial refund consisting of the full shipping cost and 50% of the product purchase price.
Return Policy
Your satisfaction is of the utmost importance to us. Upon the arrival of your package, we encourage you to check and make sure that the dress or clothing has been made to your order specifications. Try on your dress or clothing as soon as possible without removing the tags, altering, or washing the dress.
If you are returning or exchanging dresses, clothing, or accessories, please make sure they are in their original condition - unworn, unwashed, unaltered, undamaged, clean, free of lint and hair and with tags intact and attached.
Defective, Damaged or Mis-shipped Items
Defective, damaged or mis-shipped items are eligible for a full refund. When requesting your refund, please be ready to provide Customer Service with photographs clearly showing the problem with the items. If you believe your items were damaged during shipping, Customer Service will need photographs showing the damaged packaging as well as "Proof of Damage" documentation from your delivery carrier in order to process your refund.
Your item is the size you ordered but does not fit
Dresses or clothing that does not fit properly but fit the specifications you ordered cannot be returned or exchanged. As our dresses and clothing is made with additional fabric in the seams, you can make minor adjustments at a local tailor at your own cost.
Please note: if your order specifications differ too greatly from the final sizing request, resizing may not be possible.
Color Mismatch
The settings of your computer screen may alter the color of the pictures shown on vankle.com. Slight color mismatches between the color of your item and the color shown on screen may not mean that the item is defective or mis-shipped. However, if you are confident that you have received the item in a wrong color, please contact Customer Service to see if a return or refund is possible.
Customized Sports/Outdoors
Return Policy
Customized Sports/Outdoors items with no quality issues can be returned within 7 days of receiving your order. Shipping costs must be paid by the customer and returned items must be in their original condition, showing no sign of customization or wear. Please clearly identify the reason for the return on the package.
Quality Issues
Customized Sports/Outdoors items that are defective or have quality issues (such as obvious stains or tears) are eligible for a full refund.
Size Errors
Sports/Outdoors items with an actual measured size of at least 2 cm larger or smaller than the size chart on our website, and which we consider will affect wear of the item, are eligible for a full refund. Errors of less than 2 cm are not grounds for a refund.
Cancellation Policy
Customized Sports/Outdoors orders can be cancelled within 24 hours for a full refund, after 24 hours all orders are subject to a 50% restocking fee.
Soccer cleats
Return Policy
All our soccer cleats are never be sold again from our company, this is our special service, so once they were sold out, cannot be returned or exchanged except in particular circumstances, as listed below.
Quality Issues
Soccer cleats with quality issues are eligible for a full refund within 7 days of receiving your order. Returned soccer cleats must be in brand-new condition, unused and in the original packaging.
And if the soccer cleats were broken after wearing for some time, we could not offer full refund or exchange. We can only offer partial refund depends on the time and shoes condition. Please show our customer service department of the shoes photos first for further solution.
Wrong Item Shipped
After we’ve confirmed the item sent to you is not what you ordered, you will have the option of keeping the item you received or sending it back to exchange for the correct one. Returned must be in brand-new condition, unused and in the original packaging. If you prefer to keep the item you received, we will refund the price difference if the item you purchased is more expensive than the one you received.
Cancellation Policy
Soccer cleats orders can be changed or cancelled for a full refund within 12 hours after payment.