General Information
What products does Vans Custom Shop offer?
Vans Custom Shop offers carefully selected products designed to provide quality, value, and a smooth shopping experience for customers worldwide. Product availability may vary depending on stock and seasonal collections.
Where do you ship?
We currently ship globally except certain regions in Asia and some remote or restricted areas.
If you are unsure whether we ship to your location, please contact our customer support team before placing an order.
Orders & Payments
What payment methods do you accept?
We currently accept:
- Visa
- MasterCard
- JCB
- PayPal
All payments are securely processed through trusted payment gateways.
When will my order be processed?
Orders are typically processed within 1-2 business days after payment confirmation.
Please note that processing times may be slightly extended during holidays or peak shopping periods.
Can I cancel or change my order?
If your order has not yet been processed or shipped, we may be able to assist with modifications or cancellations.
Please contact us as soon as possible at [email protected].
Shipping Information
What shipping methods do you offer?
We currently offer two shipping options:
Standard Shipping
- Carrier: DHL or FedEx
- Delivery time: 10-15 business days
- Shipping fee: $12.95
Free Shipping
- Carrier: EMS
- Delivery time: 15-25 business days
- Available for orders over $50
Will I receive tracking information?
Yes. Once your order has been shipped, a tracking number will be sent to your email address.
Why is my package delayed?
Shipping delays may occasionally occur due to customs inspections, weather conditions, carrier issues, or high shipping volumes during holidays.
We appreciate your patience and understanding in such situations.
Returns & Refunds
What is your return policy?
We accept returns within 15 days of receiving your order.
Returned items must be unused, in original condition, and include original packaging where applicable.
How do I request a return?
To start a return request:
- Contact us at [email protected]
- Provide your order number and reason for return
- Wait for approval and return instructions
- Ship the item back according to the instructions provided
When will I receive my refund?
Refunds are processed after the returned item has been inspected and approved.
Depending on your payment provider or bank, it may take several business days for the refund to appear in your account.
Who pays for return shipping?
Customers are generally responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Product Questions
What if I receive a damaged or incorrect item?
If your order arrives damaged, defective, or incorrect, please contact our support team immediately with photos of the issue so we can resolve it quickly.
How can I choose the correct size or product option?
We recommend carefully reviewing product descriptions, sizing charts, specifications, and images before placing your order.
If you need assistance, our support team will be happy to help.
Security & Privacy
Is my payment information secure?
Yes. We use secure payment systems and trusted payment providers to help protect your personal and payment information.
Will my information be shared with third parties?
We do not sell customer information. Limited information may only be shared with trusted service providers necessary for payment processing, shipping, and order fulfillment.
Contact Us
If you have additional questions, please contact us:
Store Name: Vans Custom Shop
Address: 22 Eden Street
Millis MA, United States (US)
02054
Customer Support: [email protected]
Our support team is always happy to assist you.