Frequently asked questions
Frequently asked questions
TOP QUESTIONS
- Visit our Check Your Order Status page
- Enter your (order number) & (email address)
- Click "order information" to view order tracking and details
Please note, items in your order may ship separately.
If you would like to replace your product, please contact Customer Service and we'll be happy to help.
Returns only by US Postal Service |
1. Pack and seal the product securely in your original Vans box (if possible) or any cardboard shipping box |
| 2. Write your name, return address, and order number on the return shipping label. Order number(s) can be found in your order history at vans.com and in your shipping confirmation email. |
3. Attach the prepaid US Postal Service return label to the outside of the return package (make sure to cover or remove any old shipping labels) |
4. The package can be picked up by the US Postal Service at your mailbox or dropped off at the Post Office or FedEx Retail location |
| A full refund, excluding shipping charges, will be issued on unworn merchandise within 90 business days. A refund will be issues to the original form of payment. |
Refunds are processed based on applicable product and tax charges. Original shipping charges are not refunded.
Returns only by US Postal Service |
1. Pack and seal the product securely in your original Vans box (if possible) or any cardboard shipping box |
| 2. Write your name, return address, and order number on the return shipping label. Order number(s) can be found in your order history at vans.com and in your shipping confirmation email. |
3. Attach the prepaid US Postal Service return label to the outside of the return package (make sure to cover or remove any old shipping labels) |
4. The package can be picked up by the US Postal Service at your mailbox or dropped off at the Post Office or FedEx Retail location |
*Please note, returns may take 7 - 10 business days to be delivered back to our DC to process. We appreciate your patience and understanding. |
| A full refund, excluding shipping charges, will be issued on unworn merchandise within 90 business days. A refund will be issues to the original form of payment. |
| Returns to a VANS Retail Store |
We will gladly process your return for credit or exchange for products purchased at vans.com or at a Vans retail store within 60 days of receipt.* Please bring the following for your return: |
1. Receipt or order number |
2. Unworn/unwashed merchandise to return |
3. Original packaging |
4. Return Form (paperwork included with your order) |
*PayPal, Apple Pay, and Klarna orders returned to a VANS retail store can only be exchanged for an equally priced item or merchandise credit. |
Returns by Mail for Custom Shoes |
Please call customer service for Custom returns at (855) 909-8267. Please note, all Custom products with uploaded images or embroidery are not subject for return. |
Day/Time Order was Placed: | Begins Processing: |
| (Mon - Fri) before 11am PST | same day |
| (Mon - Thurs) after 11am PST | following business day |
| (Friday) after 11am PST | following Monday |
Weekends & Holidays | DO NOT process over the weekend & holidays |
Note: Orders shipped via USPS may arrive on Saturday (post office discretion), but all other methods of shipment do not offer delivery on Saturday or Sunday. Your items may ship separately, please check your order details.
Shipping Method | Typical Processing Time | + Shipping Time |
Standard Day | (24 - 48 hours) | + (5 - 7 business days) |
2 Day | (24 - 48 hours) | + (2 - 3 business days) |
Overnight | (24 - 48 hours) | + (1 - 2 business days) |
Priority Mail | (24 - 48 hours) | + (5 - 7 business days) |
Classic custom footwear* | (N/A) | Available 2 – 3 weeks |
"Add Your Image" custom footwear* | (N/A) | Available 3 – 5 weeks |
UltraRange EXO custom footwear* | (N/A) | Available 3 – 5 weeks |
Skate Classic custom footwear* | (N/A) | Available 3 – 5 weeks |
ComfyCush custom footwear* | (N/A) | Available 3 – 5 weeks |
EVDNT Ultimatewaffle custom footwear* | (N/A) | Available 3 – 5 weeks |
Custom Apparel | (N/A) | Available 1 - 2 weeks |
Custom Backpacks* | (N/A) | Available 3 – 5 weeks |
"Add Your Image" Custom Backpacks* | (N/A) | Available 4 – 6 weeks |
*Custom Product Orders: Custom product orders are not eligible for shipment to a P.O. Box or FPO/APO address. Custom orders are not eligible for expedited delivery.
Legal title to purchased product transfers to the buyer at point of shipment.
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.
SHIPPING
Day/Time Order was Placed: | Begins Processing: |
| (Mon - Fri) before 11am PST | same day |
| (Mon - Thurs) after 11am PST | following business day |
| (Friday) after 11am PST | following Monday |
Weekends & Holidays | DO NOT process over the weekend & holidays |
Note: Orders shipped via USPS may arrive on Saturday (post office discretion), but all other methods of shipment do not offer delivery on Saturday or Sunday. Your items may ship separately, please check your order details.
Shipping Method | Typical Processing Time | + Shipping Time |
Standard Day | (24 - 48 hours) | + (5 - 7 business days) |
2 Day | (24 - 48 hours) | + (2 - 3 business days) |
Overnight | (24 - 48 hours) | + (1 - 2 business days) |
Priority Mail | (24 - 48 hours) | + (5 - 7 business days) |
Classic custom footwear* | (N/A) | Available 2 – 3 weeks |
"Add Your Image" custom footwear* | (N/A) | Available 3 – 5 weeks |
UltraRange EXO custom footwear* | (N/A) | Available 3 – 5 weeks |
Skate Classic custom footwear* | (N/A) | Available 3 – 5 weeks |
ComfyCush custom footwear* | (N/A) | Available 3 – 5 weeks |
EVDNT Ultimatewaffle custom footwear* | (N/A) | Available 3 – 5 weeks |
Custom Apparel | (N/A) | Available 1 - 2 weeks |
Custom Backpacks* | (N/A) | Available 3 – 5 weeks |
"Add Your Image" Custom Backpacks* | (N/A) | Available 4 – 6 weeks |
*Custom Product Orders: Custom product orders are not eligible for shipment to a P.O. Box or FPO/APO address. Custom orders are not eligible for expedited delivery.
Legal title to purchased product transfers to the buyer at point of shipment.
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, Custom products and express shipping are not available to these locations.
Orders shipped by express or standard shipping deliver on business days only (Monday through Friday), excluding holidays.
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 Pickup Person.” If the person is not specified on the order, only the original purchaser can pick the order up.
Sorry, but you can't change your pickup 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 pickup window expire.
Our shipping and handling charges are based on the number of items in the order.
Standard
| Product Category | First Item | Additional Items |
Shoes | Free | Free |
Accessories | Free | Free |
Clothing | Free | Free |
Backpacks | Free | Free |
Express
| Product Category | First Item | Additional Items |
Shoes | $21.95 | $4.00 |
Accessories | $18.95 | $1.00 |
Clothing | $18.95 | $1.00 |
Backpacks | $18.95 | $4.00 |
Orders shipped by express or standard shipping deliver on business days only (Monday through Friday), excluding holidays.
ORDERING
- Visit our Check Your Order Status page
- Enter your (order number) & (email address)
- Click "order information" to view order tracking and details
Please note, 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 service 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 couple 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.
CUSTOM PRODUCTS
| Product Category | Timing |
Classics custom footwear | 2 - 3 weeks |
"Add Your Image" custom footwear | 3 - 5 weeks |
Skate Classics custom footwear | 3 - 5 weeks |
ComfyCush custom footwear | 3 - 5 weeks |
Wayvee custom footwear | 3 - 5 weeks |
UltraRange EXO custom footwear | 3 - 5 weeks |
EVDNT Ultimatewaffle custom footwear | 3 - 5 weeks |
Custom Apparel | 1 - 2 weeks |
Backpacks | 3 - 5 weeks |
"Add Your Image" Backpacks | 4 - 6 weeks |
*Please note, shipping and processing time frames may vary during the holidays. Please review the shipping page during checkout for any holiday time frame updates.
NO TRADEMARKS OR COPYRIGHTED MATERIAL
You may only submit images that you have the right to use or belongs to you. Do not submit logos, photography, art or others images of celebrities.
Your image can not be insulting, abusive, inciting violence, threatening, intimidating, obscene, inflammatory, sexually explicit, profane, offensive, harassing, derogatory, degrading, defamatory, harmful, discriminatory or unlawful or invasive of another’s privacy.
Your image cannot exceed 10mb, should have a minimum size of 100x100, and should be a jpg and 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” products are made just for you and may not be returned.
Review the Full Terms and Conditions.
Please call customer service for custom returns at (855) 909-8267. Please note, all Custom products with uploaded images or embroidery are not subject for return.
Custom shoes can only be created in the colors, patterns, styles, and fabrics that are currently listed on the Custom shoe section of our website. Colorways, fabrics and design options are continuously updated.
RETURNS & EXCHANGES
If you would like to replace your product, please contact Customer Service and we'll be happy to help.
Returns only by US Postal Service |
1. Pack and seal the product securely in your original Vans box (if possible) or any cardboard shipping box |
| 2. Write your name, return address, and order number on the return shipping label. Order number(s) can be found in your order history at vans.com and in your shipping confirmation email. |
3. Attach the prepaid US Postal Service return label to the outside of the return package (make sure to cover or remove any old shipping labels) |
4. The package can be picked up by the US Postal Service at your mailbox or dropped off at the Post Office or FedEx Retail location |
| A full refund, excluding shipping charges, will be issued on unworn merchandise within 90 business days. A refund will be issues to the original form of payment. |
Refunds are processed based on applicable product and tax charges. Original shipping charges are not refunded.
Returns only by US Postal Service |
1. Pack and seal the product securely in your original Vans box (if possible) or any cardboard shipping box |
| 2. Write your name, return address, and order number on the return shipping label. Order number(s) can be found in your order history at vans.com and in your shipping confirmation email. |
3. Attach the prepaid US Postal Service return label to the outside of the return package (make sure to cover or remove any old shipping labels) |
4. The package can be picked up by the US Postal Service at your mailbox or dropped off at the Post Office or FedEx Retail location |
*Please note, returns may take 7 - 10 business days to be delivered back to our DC to process. We appreciate your patience and understanding. |
| A full refund, excluding shipping charges, will be issued on unworn merchandise within 90 business days. A refund will be issues to the original form of payment. |
| Returns to a VANS Retail Store |
We will gladly process your return for credit or exchange for products purchased at vans.com or at a Vans retail store within 60 days of receipt.* Please bring the following for your return: |
1. Receipt or order number |
2. Unworn/unwashed merchandise to return |
3. Original packaging |
4. Return Form (paperwork included with your order) |
*PayPal, Apple Pay, and Klarna orders returned to a VANS retail store can only be exchanged for an equally priced item or merchandise credit. |
Returns by Mail for Custom Shoes |
Please call customer service for Custom returns at (855) 909-8267. Please note, all Custom products with uploaded images or embroidery are not subject for return. |
A prepaid return shipping label is provided with in-stock orders only. A replacement shipping label can be sent to you by contacting us for a replacement label.
PAYMENT METHODS
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.
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: Gift card purchases are not eligible for Klarna payment. Learn More.
Klarna Terms Of Service
At checkout, select 4 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 Complete Terms.
Klarna 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 “4 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.
Klarna Terms Of Service
When you pay with “4 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.
Klarna Terms Of Service
You can reach Klarna anytime at https://www.klarna.com/us/customer-service/ 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 (not through other retailers such as JCPenneys).
For more information on gift cards, click here!
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 here.
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.
GENERAL
To find the closest Vans store, click here. 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.
Please create an account here. Once you have registered and signed in, click the red "Get Started" button and select the type of request (Ex: athlete sponsorship) from the submission types and follow the submission instructions.
Join our special projects mailing list here to be alerted when the next Vans special project is available!
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 Service
Attn: Stickers
N850 County Highway CB
Appleton, WI 54914
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.
CUSTOM PRODUCTS
| Product Category | Timing |
Classics custom footwear | 2 - 3 weeks |
"Add Your Image" custom footwear | 3 - 5 weeks |
Skate Classics custom footwear | 3 - 5 weeks |
ComfyCush custom footwear | 3 - 5 weeks |
Wayvee custom footwear | 3 - 5 weeks |
UltraRange EXO custom footwear | 3 - 5 weeks |
EVDNT Ultimatewaffle custom footwear | 3 - 5 weeks |
Custom Apparel | 1 - 2 weeks |
Backpacks | 3 - 5 weeks |
"Add Your Image" Backpacks | 4 - 6 weeks |
*Please note, shipping and processing time frames may vary during the holidays. Please review the shipping page during checkout for any holiday time frame updates.
NO TRADEMARKS OR COPYRIGHTED MATERIAL
You may only submit images that you have the right to use or belongs to you. Do not submit logos, photography, art or others images of celebrities.
Your image can not be insulting, abusive, inciting violence, threatening, intimidating, obscene, inflammatory, sexually explicit, profane, offensive, harassing, derogatory, degrading, defamatory, harmful, discriminatory or unlawful or invasive of another’s privacy.
Your image cannot exceed 10mb, should have a minimum size of 100x100, and should be a jpg and 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” products are made just for you and may not be returned.
Review the Full Terms and Conditions.
Please call customer service for custom returns at (855) 909-8267. Please note, all Custom products with uploaded images or embroidery are not subject for return.
Custom shoes can only be created in the colors, patterns, styles, and fabrics that are currently listed on the Custom shoe section of our website. Colorways, fabrics and design options are continuously updated.
PRODUCT INFORMATION
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
Kids feet grow fast. Really 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 our interactive KIDS SHOES SIZE GUIDE.
If you prefer something more tactile and have a printer handy, we have a PRINTABLE CHART you can try, too.
Check out our size charts below:
Shoe Size Chart: Infant
Shoe Size Chart: Toddler
Shoe Size Chart: Kid
Big feet? We have big shoes!
Wides: explore the Custom 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.
Extended Sizes: check out the Custom Classics and Wides for extended sizing (3.5 - 12, 13, 14, 15, 16, 17, 18)
We have lots of awesome shoelaces to choose from - but what size do you need when you need to replace some worn out favorites, or switching up your style with a new color or pattern? Check out this handy chart below - it'll help you decide your shoelace length when compared to some of our most popular low tops, mid tops, and high tops.
Style Name | Shoe Size: 3.5 - 6 | Shoe Size: 6.5 - 8.5 | Shoe Size: 9-11.5 | Shoe Size: 12-16 |
Era | 31 inches | 33 inches | 35 inches | 37 inches |
Authentic | 31 inches | 33 inches | 35 inches | 37 inches |
Old Skool | 48 inches | 50 inches | 52 inches | 54 inches |
Half Cab | 54 inches | 56 inches | 58 inches | 60 inches |
Sk8 Hi | 56 inches | 58 inches | 60 inches | 62 inches |
Sock Size/Fit Chart:
Gender | Shoe Size |
Men | 9.5 - 13 |
Men | 6.5 - 9 |
Women | 6.5 - 10 |
Women | 1 - 6 |
Boys | 1 - 6 |
Youth | 10 - 13.5 |
Kids | 2 - 4 YEARS |
Toddler | 12 - 24 MONTHS |
Infant | 0 - 12 MONTHS |
Snow Socks Size Chart
Small | Medium | Large | X-Large | |
Mens | 3 - 5.5 | 6 - 8.5 | 9 - 11.5 | 12 - 14.5 |
Womens | 4 - 6.5 | 7 - 9.5 | 10 - 12.5 | N/A |
Your Account
Please contact customer service to update your email address.
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!
Vans Family points do not have any cash value and are not redeemable for cash or cash equivalents. You can see all the cool ways to redeem your points by logging in to you Vans Family account via our mobile app or Vans.com.
Still curious? Check out the Vans Family FAQ page!
If you made your purchase in-store, click here to sign into your Loyalty account and complete the receipt form to get your points. If you made the purchase online, please contact Customer Service for help.
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
PROMOTIONAL RULES
Free Standard Shipping:
Free standard shipping (3-6 business days) for a single purchase of merchandise from www.vans.ca for delivery within Canada. Offer valid on in-stock Vans brand merchandise only. Actual delivery times may vary. Not valid at any Vans retail or outlet stores. No price adjustments allowed on previous purchases. Not redeemable for cash. Not valid with any gift card purchases or other coupons, offers or discounts, including employee discounts. Void where prohibited, taxed or restricted. Offer subject to change at any time without notice.
Contact Us
Our hours of operation are:
- Monday through Friday (6 AM – 4:00 PM PST)
- Saturday and Sunday (6:30am - 3:00pm PST)
Email
Text: (714) 598-1819
Live chat: when available, the “Live Chat” button is at the top and right side of any page