Frequently asked questions

1. Visit our Check Your Order Status page
2. Enter your (order number) & (email address)
3. Click "order information" to view order tracking and details

Please note that items in your order may ship separately.

Vans does not currently offer online exchanges, but  please contact Customer Support and we'll be happy to help. You may exchange an online order in any Vans store or Vans Outlet. If you choose to exchange in store, we recommend calling your local Vans retail store in advance to confirm they have the item you are looking for.

Returns for online Vans.com orders can be initiated within 30 days of purchase.

Custom products are not subject to return. Purchases made at a Vans retail location are currently unable to be returned via mail and need to be returned to a Vans retail location.​

Certain items are designated as final sale and not eligible for returns. A "Final Sale. No Returns" callout, noted on the product, will indicate whether an item is final sale.

Refunds are processed based on applicable product and tax charges. Original shipping charges are not refunded. Refunds are issued to the original form of payment. If you originally made your purchase with Klarna or a Vans gift card, please see see the "Can I return my Klarna order?" or "Can I return my purchase made with a Vans gift card?" FAQs.

Extended Holiday Return Policy: 

Orders placed after 11/1/2025 will have an extended return period through January 31, 2026. 

For more info on ways to return, check out our Returns page!

If you grab something from Vans.com or the Vans Family app and the price drops within 14 days, we’ve got your back. Visit our Price Adjustment Policy page to learn more about eligibility and how to request an adjustment. 

We begin processing your order immediately upon receipt. For this reason, we will not be able to cancel or change your order once you have submitted it. If you decide you do not want the merchandise, you can return your product in-store or by mail.

For vans.com, we only ship orders within the U.S. If you are outside of the U.S., check our other international sites by clicking the flag drop down at the bottom right of the page.

Orders being shipped to P.O. Boxes or Military APO/FPO addresses will only be shipped via US Postal Service. Please note, Vans Customs Shoes and express shipping are not available to these locations.

We'll only charge your method of payment after your order has been picked up. However, we may put an authorization hold on your debit/credit card when you place your order, which should be removed by your card-issuing bank once your card has been charged. Please note, Vans doesn’t control how long authorization holds stay on your account. You may call your card-issuing bank if you have further questions.

Yes, but you must add their name during the ordering process. On the shipping page, there is a section to "Add Alternative Pick Up Person." If the person picking up is not specified on your order, only you (the original purchaser) can pick your order up.

Sorry, but you can't change your pick up store. You must pick up your order at the Vans store you originally selected. If you’re unable to pick up your order at the store you selected, you can cancel your order or let the pick up window expire.

Orders shipped by express or standard shipping deliver on business days only (Mon-Fri), excluding holidays.

1. Visit our Check Your Order Status page
2. Enter your order number & email address.
3. Click "order information" to view order tracking and details.

Please note that items in your order may ship separately.

No, if an item you have selected is out of stock, you will not be charged for the out of stock item. We will notify you regarding your updated order status.

Contact Customer Support and they can manually update your email address.

When you place an order, your bank statement will display both a pre-authorization and the final sale. The pre-authorization hold will drop off within a few days depending on the policies of your bank.

We begin processing your order immediately upon receipt. For this reason, we will not be able to cancel or change your order once you have submitted it. If you decide you do not want the merchandise, you can return your product in-store or by mail.

No trademarked or copyrighted material. You may only submit images that you have the right to use and/or belong to you. Do not submit logos, photography, art, or images of celebrities.

Your image cannot be insulting, abusive, inciting of violence, threatening, intimidating, obscene, inflammatory, sexually explicit, profane, offensive, harassing, derogatory, degrading, defamatory, harmful, discriminatory, unlawful, or invasive of another’s privacy.

Your image cannot exceed 10mb, should have a minimum size of 100x100, and should be a jpg or png.

Vans reserves the right to reject any image. If your submission is not accepted, you will receive a cancellation notification.

All Customs “Add Your Own” shoes are made just for you and may not be returned.

Review the Terms of Use.

Please call Customer Support for Customs returns at (855) 909-8267. Please note that Customs are not eligible for return.

Custom shoes can only be created in colors, patterns, styles, and fabrics listed on the Customs section of our website. Colorways, fabrics, and design options are continuously updated.

Currently, Vans does not offer online exchanges, but please contact Customer Support and we'll be happy to help. You may exchange an online order in any Vans Store or Vans Outlet. If you choose to exchange in-store, we recommend calling your local Vans retail store in advance to confirm they have the item you are looking for.

Returns for online Vans.com orders can be initiated within 30 days of purchase.

Custom products are not subject to return. Purchases made at a Vans retail location are currently unable to be returned via mail and need to be returned to a Vans retail location.​

Certain items are designated as final sale and not eligible for returns. A "Final Sale. No Returns" callout, noted on the product, will indicate whether an item is final sale. 

Refunds are processed based on applicable product and tax charges. Original shipping charges are not refunded. Refunds are issued to the original form of payment. If you originally made your purchase with Klarna or a Vans gift card, please see the "Can I return my Klarna order?" or "Can I return my purchase made with a Vans gift card?" FAQs.

Extended Holiday Return Policy:

Orders placed after 11/1/2025 will have an extended return period through January 31, 2026. 

For more info on ways to return, check out our Returns page.

If you grab something from Vans.com or the Vans Family app and the price drops within 14 days, we’ve got your back. Visit our Price Adjustment Policy page to learn more about eligibility and how to request an adjustment. 

Since 1966, we have stood behind our service philosophy of quality, value, and superior customer care. If you are not satisfied or have simply changed your mind about a product, we will gladly accept your return.

• Items returned with a receipt will be refunded using the original tender.
• If no receipt is available, we will provide merchandise credit at the current selling value.
• Item(s) purchased on Vans.com will be refunded to the card used at the time of purchase.
• Pro Shop item(s) that are unused and in their original packaging with tags attached can be returned or exchanged with an original receipt.

We will gladly process your return for products purchased at Vans.com within 30 days of the issued receipt. Purchases made via Klarna returned through the mail will require continued payments until the return is processed. Klarna refunds will be processed within 14 days of the product being processed at our returns center. ​

For more information on Klarna returns, please visit Klarna's Customer Service page detailing their refund timeline.

Klarna orders exchanged or returned for credit at a Vans Store will require continued payments to Klarna until payment is complete.

We will gladly process your return for credit or exchange for products purchased at Vans.com or at a Vans Store within 30 days of receipt. Purchases made with a Vans gift card will be refunded to an alternate gift card at a store or once received by mail.

Vans.com accepts Visa, Visa Debit, MasterCard, AMEX, Discover, PayPal, Klarna, and Vans gift cards. We do not accept checks, cash, or credit vouchers. All cards that do not participate in the verification process will not be accepted. “VF Outdoor” may appear on your credit card statement when payments are finalized—this should be expected.

Klarna is a global payment solutions provider that works with retailers to provide customers the smoothest online shopping experience. Klarna is in over 400,000 online stores and has more than 149 million users globally. Please note that gift card purchases are not eligible for Klarna payment. Learn more about Klarna's flexible payment options.

Explore Klarna Terms of Service. 

At checkout, select "four, interest-free payments with Klarna" to split your purchase into four installments*. These payments will be charged every two weeks, beginning from the time your order is confirmed (usually the shipping date). No bills will be sent--you can simply sit back and start planning your next adventure. View Klarna's Complete Terms of Service.

*CA resident loans made or arranged pursuant to a California Financing Law license.

Payments are collected bi-weekly from the debit or credit card you provided at the time of purchase. All scheduled payments are communicated to you by email and you can review your purchases by logging in at https://App.Klarna.Com/Login.

Klarna Terms Of Service

There are no interest charges to pay with “four interest-free payments”, and no fees when you follow your automatic payment schedule. A Late Fee of up to $7 may be charged if an automatic payment cannot be collected. Please refer to the Klarna Terms Of Service for more information.

When you pay with “four interest-free payments,” Klarna may perform a soft credit check. This type of check will not impact your credit score or show up as a hard inquiry on your credit report. Explore Klarna Terms of Service.

You can reach Klarna Customer Service anytime or by downloading the Klarna App for 24/7 chat.

Klarna Terms Of Service

Yes, you can buy Vans gift cards online or in any Vans company-owned stores (but not through other retailers such as JCPenneys).

For additional information on gift cards, contact Vans Customer Support.

After you complete your purchase, please do not discard your used gift card even if there is a zero balance. If you decide to return your item, your refund will be electronically posted to the original form of payment. If you used both a credit card and a Vans gift card(s) to make your purchase, each amount will be credited back to the corresponding form of payment.

Check your gift card balance with the Check Gift Card Balance page.

Gift cards do not expire. If a gift card is dormant or unused for at least 5 years, then the remaining value on the gift card may be escheated based on current applicable state laws.

To find the closest Vans store, use our Vans Store Locator. To only display Vans owned retail stores, select the "Vans Stores" from the check boxes below the map, otherwise, the results list will display both Vans owned retail stores as well as all retailers that carry Vans.

To learn more about our community work and charity contributions, please visit our Checkerboard Fund page.

Miss a drop? We got you! Subscribe to our mailing list found at the bottom of our website to be notified on the next Vans collab(s) and releases!

No, waivers must be filled out in the presence of a Vans employee or notary public. There are no exceptions to this rule.

Vans has a constitutional obligation to collect sales use tax in those provinces we are licensed to do business. Sales tax is calculated using the address where the product is being shipped.

If for any reason you believe you are exempt from paying sales tax, please contact us and we will assist you with processing your order. Please have all the proper exemption tax information available. Credit cards that do not participate in the verification process will not be accepted.

For free stickers, please send a self-addressed stamped envelope to:

Vans Customer Care
Attn: Stickers
1551 Wewatta St.
Denver, CO 80202

Note: All sticker requests require a self-addressed stamped envelope to be sent to the address listed above. Requests without the self-addressed envelope will not be fulfilled.

Our shoes are sized according to the US standard; the size conversion from women's to men's shoes is 1.5 sizes down. For example, if you were a size 8 in women's, you'd be a size 6.5 in men's. If you fall below men's 6.5, you would fit into the "Kids" category.

Please note, by design, our high performance skate shoes tend to fit snug, so you may want to select a half size larger. Alternatively, if you have a wide foot, you may purchase one size larger to compensate for the width or check out designing your own pair of wide Customs!

Check out our size charts below:
Shoe Size Chart: Unisex
Shoe Size Chart: Infant
Shoe Size Chart: Toddler
Shoe Size Chart: Kid

Apparel Size Chart: Boys Bottoms
Apparel Size Chart: Boys Tops
Apparel Size Chart: Girls Tops, Dresses & Bottoms
Apparel Size Chart: Little Kids Tops & Bottoms
Apparel Size Chart: Mens Bottoms (XS – XXL)
Apparel Size Chart: Mens Bottoms (Waist Size)
Apparel Size Chart:  Mens Tees & Knit Tops
Apparel Size Chart: Mens & Womens Shirts, Jackets, Fleece & Sweaters
Apparel Size Chart: Womens Tops, Tees, Dresses & Bottoms (XS – XXL)
Apparel Size Chart: Womens Bottoms (Waist Size)

Kids' feet grow fast. If you need a little help finding the right fit but don’t have one of those old school metal measuring things from a shoe store, you can try using our Kids' Shoe Fit Guide.

Big feet? We have big shoes!

Wide width sizes provide a spacious platform by a bottom width that is 5mm wider and a ball girth that is 10mm longer than our regular width sizes.

Customs Classic: Wides: explore the Customs Classic Wides for shoes with more volume in the upper and midsole, due to the larger shape, and the outsole is consistent with our regular width shoe. It is equivalent to an EE.

Customs Classic: Extended Sizes: check out the Customs Classic and Wides for extended sizing (3.5 - 12, 13, 14, 15, 16, 17, 18)

There are two easy ways to leave a product review: 

Via email: 17 days after your purchase, we’ll send an email asking you to review the product. It includes a direct link to the review form. 

On the product page: Go to the page for the item you purchased, scroll to the bottom, and click the “Write a Review” button to open the review form. 

Note: We are currently offering a review sweepstakes: include #Sweepstakes in your review text to be entered for a chance to win $1,000. For full details and eligibility, see Offer Terms.

Vans Family is an experiential loyalty program, our way of inviting you to enjoy Off The Wall experiences designed for our biggest fans. As a member of our family, you’ll get insider information, exclusive Customs designs and members-only experiences. Earn points from shopping and sharing, and redeem those points for rewards. Still curious? Check out the Vans Family FAQ page!

Benefits of registering on Vans.com:

• Access to track orders
• Review your order history
• Add multiple addresses and payment methods for easy checkout
• Easy-to-share favorites list
• Ability to personalize and manage your profile
• Be the first to know about Vans product news and special promotions

To stay updated with all things Vans, sign up for emails using the Subscribe form located in the footer of Vans.com. If you’re a Vans Family member or create an account, you can also manage your email and SMS preferences from your profile to customize the alerts you receive.

If you need a break from our emails, just hit the “Unsubscribe” link at the bottom of any Vans marketing email, and you’ll be taken to a page to make it happen. If you have a Vans Family account, you can also modify your email preferences straight from your profile.

Keep in mind, even if you unsubscribe, we’ll still send you important emails like password reset and updates about your order.

Promotions vary throughout the year and may include seasonal sales, limited-time deals, or exclusive discounts. Check our current offers page for the latest offers.

When writing a product review on Vans.com, include #Sweepstakes in your review text to be entered for a chance to win $1,000. For full details and eligibility, see Offer Terms.

24/7 Chat:

Our virtual assistant is available 24/7 and can transfer you to a live agent during operating hours (see below).  Click the "Chat" button on the top and right side of any page.

Email:

Use our contact page to email a question to our team.

Text:

Our customer service text message number: (855) 909-8267 

Hours of operation:

Monday through Friday: 6:00a.m. - 4:00p.m. PST

Saturday & Sunday: 6:30a.m. - 3:00p.m. PST