FAQ

Frequently Asked Questions (FAQ)

Welcome to Vault Theory.

We want your shopping experience to be simple, convenient, and reliable. Below, you’ll find answers to common questions about our products, orders, shipping, returns, payments, and customer support.

If you need further assistance, our team is here to help. Please contact us using the details provided at the end of this page.

01 / SHIPPING & DELIVERY

How much does shipping cost?

Standard shipping is free on eligible orders. Any applicable shipping charges for special delivery services or destinations will be displayed at checkout before you complete your purchase.

How long does order processing take?

Orders are generally processed within 1–3 business days. This includes order verification, product preparation, quality checks, packaging, and transfer to the shipping carrier.

Orders are typically processed Monday through Friday, excluding major holidays.

How long will delivery take?

After your order has been processed and dispatched, estimated transit times are:

  • United States: 7–15 business days

  • Europe: 7–15 business days

Including processing time, the overall estimated delivery period may be approximately 8–18 business days. These timeframes are estimates and are not guaranteed delivery dates.

Will I receive a tracking number?

Yes. Once your order has shipped, tracking details will generally be sent to the email address provided at checkout.

Please allow several business days for the carrier to register the first tracking update.

What should I do if my order is delayed?

Delivery may be affected by weather, carrier workload, public holidays, customs inspections, or transportation disruptions.

If your package has not arrived within the estimated delivery window, please email us with your order number so we can review the shipment status.

02 / ORDERS & CANCELLATIONS

Can I cancel my order?

Cancellation requests are generally accepted within 24 hours of placing an order.

Once an order has entered processing or has been shipped, cancellation may no longer be possible. Please contact us as soon as possible if you need to cancel.

Can I change my shipping address?

If you notice an error in your shipping address, contact us immediately. We will make reasonable efforts to correct it before the order is processed or dispatched.

We cannot guarantee address changes once fulfillment has started. Please check that all shipping details are accurate before submitting your order.

What happens if I enter an incorrect address?

If a package cannot be delivered because the address provided was incorrect or incomplete, additional shipping charges may apply if reshipment is necessary.

If the package is returned to us, we will review the circumstances and contact you regarding the available options.

03 / RETURNS & EXCHANGES

What is your return policy?

Eligible return requests may be submitted within 30 days of the delivery date, subject to the requirements of our Returns & Exchanges Policy.

Please contact our support team before returning any item to receive return instructions.

What condition must an item be in to qualify for a return?

Returned items should generally be:

  • Unworn and unused

  • In their original condition

  • Free from damage or signs of use

  • Accompanied by original tags, where applicable

  • Returned with original packaging, where applicable

Items that do not meet these requirements may be refused or may qualify for a partial refund depending on their condition and applicable policy terms.

Are there any return or restocking fees?

For returns requested due to personal preference, such as changing your mind or selecting the wrong size, the following fees may apply:

  • Processing / Restocking Fee: $5

  • Return Shipping Fee: $10

  • Potential total deduction: $15

Any applicable deductions will be explained in accordance with our Returns & Exchanges Policy.

Who pays for return shipping?

For personal-preference returns, the applicable return shipping fee may be deducted from your refund.

If the return is necessary because of an issue attributable to Vault Theory, such as an incorrect item or a qualifying manufacturing defect or fulfillment-related damage, we will cover the applicable return shipping costs.

Can I exchange an item for another size?

Eligible exchange requests may be submitted within the applicable 30-day return period. Exchanges depend on product availability and the condition of the returned item.

Please contact us before sending an item back so we can explain the exchange process.

Can I send a return without contacting customer support?

No. Please obtain return authorization and instructions from our support team before mailing any item back.

Returns sent without prior authorization may experience delays or may not be processed as expected.

When will my refund be issued?

After an approved return has been received and inspected, the applicable refund will be processed to the original payment method where possible.

The time required for the funds to appear in your account depends on your bank or payment provider.

04 / PAYMENTS & CHECKOUT

What payment methods do you accept?

Available payment methods are displayed at checkout. Depending on your location and eligibility, options may include major credit cards, debit cards, and supported digital payment services.

Is my payment information secure?

Payments are handled through the payment services available in our Shopify-powered checkout.

For your security, please do not send complete payment card details or card security codes through email or ordinary customer service messages.

Why was my payment declined?

A payment may be declined because of incorrect billing details, insufficient funds, card restrictions, bank security controls, or payment provider verification checks.

Please review your payment information or contact your bank or payment provider for assistance.

If the issue continues, you may contact our support team for general checkout assistance.

05 / PRODUCTS & SIZING

How do I choose the right shoe size?

Please review the size information and any size chart provided on the individual product page before placing your order.

Sizing can vary between brands and styles. If you are unsure which size to select, contact us before purchasing, and we will do our best to assist.

Why might a product look slightly different from its photos?

Product colors and appearance may vary slightly due to lighting, photography conditions, screen brightness, device displays, and other technical factors.

We make reasonable efforts to present our products as accurately as possible. Minor visual differences do not necessarily indicate that an item is materially different from its online presentation.

What should I do if I receive the wrong or a damaged item?

Please contact our support team promptly and include your order number, a description of the issue, and clear photographs of the item and packaging where relevant.

We will review the information and explain the available resolution options under our applicable policies.

06 / CUSTOMS & INTERNATIONAL ORDERS

Are customs duties and import taxes included in my order?

International orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country's authorities.

Unless otherwise stated at checkout, these charges may be the responsibility of the recipient.

Can customs inspections delay delivery?

Yes. International shipments may be inspected or temporarily held by customs authorities.

Customs processing times vary by destination and are outside our direct control. Any resulting delay may extend the estimated delivery timeframe.

07 / DELIVERED BUT MISSING PACKAGES

My tracking says delivered, but I cannot find my package. What should I do?

Please check the following locations first:

  • Your front door or mailbox

  • Your building's package room or reception area

  • Any designated safe delivery location

  • With household members or nearby neighbors

You may also contact the shipping carrier to request additional delivery information.

If you still cannot locate your package, email us with your order number and tracking details so we can review the situation.

What if my package was stolen?

If tracking confirms delivery but the package is subsequently reported missing or stolen, reimbursement cannot be guaranteed.

We recommend contacting the shipping carrier and, where appropriate, your property management or local authorities. We will review the information you provide and explain any available next steps.

08 / STILL NEED HELP?

If you cannot find the answer you need, our customer support team will be happy to assist.

To help us resolve your inquiry more efficiently, please include your order number and a clear description of your question or concern.

Customer Support Email:
support@vaulttheory.store

Support Hours:
Monday–Friday

We aim to review customer inquiries and respond within a reasonable timeframe.

CONTACT INFORMATION

Store: Vault Theory

Operated by:
QUANITIA DETRANIQUE PIPER

Business Address:
13900 CHADWICK PKWY APT 1211
NORTHLAKE, TX 76262
United States

Email:
support@vaulttheory.store

RELATED POLICIES

For additional information, please refer to the following pages on our website:

  • Shipping Policy: Order processing, delivery estimates, tracking, and shipping issues.

  • Returns & Exchanges Policy: Return eligibility, exchange requirements, applicable fees, and refunds.

  • Terms of Service: Terms governing the use of our website and services.

  • Privacy Policy: Information about how personal information is handled.