ORDERING INFO:
What happens after I have made an order?
We will email you to let you know that we have received your order. We will then get to work with preparing your order and garments. Once we have dispatched your order out for delivery, we will send you an email with your e-packing slip to inform you that your order is on your way to you and to let you know your tracking number in case you would like to track your parcel's whereabouts.
How long will it take for you to process my order?
Please allow 5 working days for preparing and processing your order ready for delivery. Garments are made to order, to prevent garment waste, which is why things will take a little longer to process. #slowfashion
I haven't received my order. What should I do?
Please contact us so we can investigate this for you and work towards a solution.
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DELIVERY INFO:
What countries can you deliver to?
We can deliver orders to most countries worldwide. However, if we are unable to deliver to your location after making a purchase, we will contact you to let you know this is the case and offer a full refund.
What are your delivery costs?
United Kingdom:
Royal Mail Signed For - £3.95
Europe:
Royal Mail Tracked and Signed - £11.60
International:
Royal Mail Tracked and Signed - £15.80
Please note that for Europe and International orders, if the actual cost for delivery (as this is based on weight) is less than the cost you paid for delivery, we will automatically refund the difference to you after dispatching the item(s) to you. We operate like this to make it fairer for all, so you end up paying the cost it costs us to deliver. Zero mark up.
How long will it take to post my package after it is sent?
This will depend on your location. Please use the following as a guide.
United Kingdom - 1-3 working days
Europe - 5-7 working days
International - 7-10 working days
If the delivery time exceeds the estimated delivery dates above by more than a week, please get in touch with us so we can look into this for you.
Can I change my delivery address?
If we have not yet shipped your order, you can contact us to change the delivery address for you. If the order has already been shipped, we will be unable to change the delivery address and will be unable to offer a replacement order.
Can I track my order?
Yes. All of our orders are tracked using Royal Mail Tracking. If you would like to track your order, just enter your tracking number when you receive that from us on Royal Mail Track & Trace section of their website.
What will be included in my package?
Your package will only contain the items you have ordered, with any eco-friendly padding (such as paper) if needed. We send our packing slips to you via email as we are trying to be as eco-friendly and paperless as possible, so please do not be alarmed when your package does not have a packing slip (it will be in your emails - if it is not, please email us).
Will I have to pay any additional fees?
All of the fees you need to pay VAYN for the cost of your item(s) and delivery are inclusive of VAT. Please note that VAYN is not liable for the payment of any customs or other fees you may experience when you collect your order.
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RETURNS INFO:
What happens if I would like to return or exchange an item?
In the unlikely event that you are unhappy with your order, please send an email to [email protected] so that we can assist you with either a refund or an exchange.
Please note that you will be responsible for the cost to return your order back to us, but if the fault is due to ourselves (such as sending the wrong sized garment or wrong garment entirely), we will reimburse the cost of return, upon seeing a proof of postage.
We recommend using a recorded delivery service when returning items to us as if the item gets lost in the post we will be unable to offer a refund.
Returned items must be in the original condition, with no signs of extended use or wear and returned in its original packaging.
If you are exchanging an item, please note that your replacement order will only be dispatched once the original order has been returned to us.
Full refunds or exchanges will be accepted if the order is returned to us within 28 days from the date we dispatch your order for delivery.
Please allow 3-5 days for the refund to be processed, once we have received and checked your return.
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SIZING INFO:
Size information is provided for each product individually in the product descriptions. If you have a specific question about the sizing of our garments, please contact us so we can help you.
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MODELLING INFO:
Can I model for VAYN?
Yes you can. We are looking for a diverse range of models from all walks of life, ages and abilities. If you would like to hear about new VAYN photoshoot opportunities, please email us at [email protected] or use our contact page.
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If you have any further questions that have not been answered by our FAQ, please get in touch with us via our Contact page. We will be happy to assist you with your query.