Returns & Exchanges
At Vans Custom Shop, we want every customer to shop with confidence. If your order is not quite right, we are here to help make the return or exchange process simple and stress-free.
Return Eligibility
We accept returns within 30 days of delivery for eligible items.
To qualify for a return:
- Items must be unused, unworn, and in original condition
- Products should include original packaging, tags, accessories, or manuals if applicable
- Damaged, defective, or incorrect items should be reported as soon as possible after delivery
- Customers are encouraged to carefully review sizing charts, product descriptions, and specifications before ordering to ensure the best fit or compatibility
How To Request A Return
- Contact our support team at a [email protected] with your order number and reason for return.
- Our team will review your request and provide return instructions.
- Securely package the item to avoid damage during transit.
- Ship the return according to the instructions provided.
- Once received, returns and exchanges are processed within 4-7 business days.
Refund Policy
Approved refunds will be issued to the original payment method used during checkout.
- Refunds are processed after inspection of the returned item
- Please allow 2-3 weeks for the refund to appear on your account depending on your card issuer or financial institution
- Original shipping fees are generally non-refundable unless the return is caused by our error or a defective product
- Payments are securely processed via Visa and MasterCard
Exchange Policy
We understand that sometimes a different size, color, or replacement may be needed.
- Exchanges are available within the 30-day return period
- Replacement items are subject to stock availability
- If an exchange item is unavailable, customers may receive a refund or store credit instead
- Customers unsure about sizing or product compatibility are welcome to contact us before placing an order
Return Shipping Responsibility
- Customers are generally responsible for return shipping costs unless the item arrived damaged, defective, or incorrect
- We recommend using a trackable shipping service for added security
- Shipping charges from the original order are non-refundable except in cases caused by our fulfillment error
Shipping Information
- Order processing time: 4-7 business days
- DHL/FedEx standard shipping: 7-14 business days — Shipping fee: 12.95
- Free EMS shipping: 12-24 business days on orders over 50
- We currently ship worldwide except Asia and certain remote areas
Non-Returnable Items
The following items may not be eligible for return or exchange:
- Final sale or clearance items
- Personalized or custom-made products
- Used or damaged items caused by customer handling
- Items returned without original packaging or important components
Contact Us
If you have questions regarding your return, refund, exchange, or shipping status, please contact us:
Vans Custom Shop
Address: 22 Eden Street
Millis MA, United States (US)
02054
Email: [email protected]
We appreciate your trust and will always do our best to provide a smooth shopping experience.