FAQ - Promotional Rules

PROMOTIONAL RULES:

Free Shipping On Orders:
Free 3 Day shipping for a single purchase of merchandise from www.vans.com for delivery in the USA, excluding Hawaii, Alaska, Puerto Rico, and any other US territories. 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.

FREQUENTLY ASKED QUESTIONS

Top Questions

Where is my order?

Do you offer exchanges?

What is your return policy?

You may return unworn and unwashed merchandise back to us within 30 days of receipt for a refund to the original form of payment. Swimwear and intimate apparel must be in new, never-worn condition with all original tags attached. If applicable, any protective inner lining must be intact to be accepted for return. Refunds are processed based on applicable product and tax charges. Original shipping charges are not refunded.

Returns only by US Postal Service

1. Complete the RETURN FORM (paperwork included with your order) and place it inside the return package - save the top portion for your records

2. Pack and seal the product securely in your original Vans box (if possible) or any cardboard shipping box

3. Write your name and return address on the shipping label

4. 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)

5. 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, return shipping takes 7-10 business days to be delivered back to our DC to process your return

A full refund, excluding shipping charges, will be issued on unworn merchandise within 30 business days to the original form of payment

Returns to a VANS Retail Store (not through other retailers such as JCPenney or Journeys)

We will gladly process your return for credit or exchange for products purchased at vans.com or at a Vans retail store within 30 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 orders returned to a VANS retail store can be exchanged for an equally priced item of 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.

What are your shipping policies and time frames?

How do I cancel or change my order?

Ordering

Where is my order?

Will I be charged for products that did not ship or were canceled?

Do you ship internationally?

What do I do if I made an error on my email address?

Why does my bank statement show two transactions for the same order?

How do I cancel or change my order?

Returns & Exchanges

Do you offer exchanges?

What is your return policy?

You may return unworn and unwashed merchandise back to us within 30 days of receipt for a refund to the original form of payment. Swimwear and intimate apparel must be in new, never-worn condition with all original tags attached. If applicable, any protective inner lining must be intact to be accepted for return. Refunds are processed based on applicable product and tax charges. Original shipping charges are not refunded.

Returns only by US Postal Service

1. Complete the RETURN FORM (paperwork included with your order) and place it inside the return package - save the top portion for your records

2. Pack and seal the product securely in your original Vans box (if possible) or any cardboard shipping box

3. Write your name and return address on the shipping label

4. 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)

5. 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, return shipping takes 7-10 business days to be delivered back to our DC to process your return

A full refund, excluding shipping charges, will be issued on unworn merchandise within 30 business days to the original form of payment

Returns to a VANS Retail Store (not through other retailers such as JCPenney or Journeys)

We will gladly process your return for credit or exchange for products purchased at vans.com or at a Vans retail store within 30 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 orders returned to a VANS retail store can be exchanged for an equally priced item of 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.

How can I receive a prepaid return shipping label?

Payment Methods

What payment methods do you accept?

Do you sell gift cards online?

How will my gift card be refunded if I return my order?

How can I check the balance on my Vans gift card?

Do gift cards have an expiration date?

General

How do I find a Vans retail store near me?

How do I apply for a donation, sponsorship, and/or PR request?

How can I be notified about new collaborations and releases?

Are skatepark waivers available online?

What are your policies on sales tax and tax exempt orders?

Can I get some stickers from Vans?

Shipping

What are your shipping policies and time frames?

Do you ship to P.O. Boxes or APO addresses?

How much does shipping and handling cost?

What days do you offer delivery?

When will I be charged for my order, if I buy online and pickup in store?

Can I have someone else pick up my order, if I buy online and pick up in store?

Can I change my pickup location after I placed my order, if I selected pickup in store?

Custom Products

How long until I get my Custom products?

What are the terms and conditions for image use on Custom shoes?

What is the return policy for Custom products?

Are there more Custom options than currently listed?

Product Information

How are your shoes sized?

Your Account

How do I change my email address on Vans.com?

What is Vans Family?

What are the benefits of registering on Vans.com?

Contact Us

What is the Customer Service phone number and hours of operation?