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Frequently asked questions

Frequently Asked questions

Most common

How do I know what size will fit me?  

See our size chart.

You can also access the size chart when viewing any product.

If you are unable to select your size for a particular product, it means that this size is not in stock.

From which countries can I order Vingino products? 

It is currently possible to have your order delivered in the Netherlands, Germany, Belgium, Austria and Italy. If you don't live in one of these countries and you still want to order Vingino merchandise then please check out our Store Locator for all our points of sale.

I made an order, but I haven't received an order receipt by email. What should I do?  

Check your spam box to see if your order confirmation is there. This often happens with Gmail and Hotmail accounts.

If it's not there, allow 15 minutes for it to arrive.

If you don't receive a confirmation email or you would like to check that your order has been placed correctly, contact us via the contact form or at support@vingino.com".

Can I change or cancel my order?  

Yes, but you'll need to be fast. Contact support@vingino.com as quickly as possible.

If your order is already being prepared for dispatch, then it is too late for changes or cancellation.

It is also possible to reject your order at the door or return the entire order for a refund.

How do I return an article?  

You can always return your order free of charge, within 14 days of receipt. If not damaged, re-use the original packaging for returning your order. Return packages can be dropped off free of charge at a DHL Service Point. It is not yet possible to return goods bought online at a Vingino store.

If you want to exchange an item, place a new order and return your current order for free.

Returns from The Netherlands, Belgium, Germany and Austria

The Return Process
Step 1. Place the completed return form in the package.
Step 2. Stick the enclosed return label on the outside of the package.
Step 3. Drop off your package at a DHL Service Point [http://locator.dpst.dhl.com/Partners/DHL2]
Step 4. You will receive a proof-of-delivery document. This is proof that you made a return. Keep it safe. Track your package using the 'return number' on the receipt. Once we receive your return, we will send you an email confirmation.

Returns from Italy

If you like to return an order from Italy you can send this back to:
Vingino HQ
PO box 214
3850 VB Ermelo
The Netherlands

How do I know my return has been receive by Vingino?  

When you drop off a return package at a DHL Service Point, you will receive a proof-of-delivery document. This is proof that you made a return. Keep it safe. Track your package using the 'return number' on the receipt. Once we receive your return package, we will send you an email confirmation.

How do I unsubscribe from the Vingino newsletter?  

If you have an account in the Vingino online store, you can manage your subscription in 'My account'. Go to 'Newsletter subscriptions' to unsubscribe.

If you are a guest subscriber, then use the 'unsubscribe' link at the bottom of any newsletter.

I forgot my password. How do I reset it?  

Go to 'My account'. Click 'Forgot your password'. You will then receive an email with a password reset link.

Order

How do I make an order online?  

You can place an order at Vingino in a few easy steps. To order, you don't need an account, but if you create one it will make ordering easier in the future. Go to 'Login/Register' at the top of the page. Then click on 'Register' and enter your personal information to create an account.

Ready to shop?
1. Search for an item you like, select your size, color, and click 'Order'. The article is now placed in your shopping cart. You can continue shopping or finish.
2. When you are finished shopping, click the shopping cart at the top right of the screen. You will see a summary of your order, which you can check and, if desired, change.
3. If you're not logged in, you can log in here or continue as a guest.
4. Fill in your address.
5. Choose the delivery method.
6. Select a payment method and finish checking out.

Do I need an account to order online?  

You don't need an account to order online. You can make an order as a 'guest'. If you have an account, you have the advantage of being able to see the status of your order, view your order history, change your details, and manage your shipping address and password.

How do I know that Vingino has receive my order correctly?  

After placing your order, you will receive an order confirmation by email. You will also receive an email with a 'Track & Trace' code. Use this code to track your order once it has been dispatched.

I made an order, but I haven't recived an order receipt. What should I do?  

Check your spam box to see if your order confirmation is there. This often happens with Gmail and Hotmail accounts.

Sometimes order confirmations also take a little while to be received.

If you would like to check that your order has been placed correctly, contact us via the contact form or support@vingino.com

Can I change or cancel my order?  

Yes, but you'll need to be quick. Contact support@vingino.com as quickly as possible.

If your order is already being prepared for dispatch, then it is too late for changes or cancellation.

It is also possible to reject your order at the door or return the entire order for a refund.

If my size is unavailable in a particular product, can I order I still order it?  

We are happy to help you find products in your size at one of our many stores.

How do I know what size will fit me?  

See our size chart.
You can also access the size chart when viewing products.

If you are unable to select your size for a particular product, it means that this size is not on stock.

Why does the color of the article I received look different to the product on the website?  

This is most probably caused by your monitor settings. The settings on your display may affect the color of the items viewed.

Do Vingino stores stock the same assortment as the Vingino online store?  

Our assortment varies between stores.

Payment

How can I make a payment? And is it secure?  

You can use the following payment methods in the Vingino online store: iDEAL, Visa, MasterCard, eMaestro, and PayPal. Each one is a secure form or payment.

iDEAL
Available for ABN Amro Bank, Rabobank, SNS Bank, Fortis and ING. For security, the transaction goes through your online banking account. Payment is simple and uses the same strict security requirements as your bank.

Credit Card
Available for VISA and MasterCard. You data is protected from access by third parties.

PayPal
To use PayPal, you must first open an account. PayPal is a secure and fast way to pay online without having to share your financial information.

I made an order, but I haven't received an order receipt. What should I do?  

Check your spam box to see if your order confirmation is there. This often happens with Gmail and Hotmail accounts.

Sometimes order confirmations also take a little while to be received.

If you would like to check that your order has been placed correctly, contact us via the contact form> or support@vingino.com

My account

Do I need an account to order online?  

To order, you don't need an account, but if you create one it will make ordering easier in the future. Go to 'Login / Register' at the top of the page. Then click on 'Register' and enter your personal information to create an account.

How do I create an account and reset my login password?  

To make an account, go to 'Login / Register' at the top of the page. Then click on 'Register' and enter your personal information to create an account.

To reset your login password, go to 'My account'. Then click 'Forgot your password'. You will then receive an email with a password reset link.

How do I manage my account information?  

Once you have created an account, go to 'My account' to manage your account information. You can update your name, email address, password, billing address, shipping address, newsletter subscription and wishlist. You can also view your old and current orders from 'My account'.

How do I change my email address?  

Go to 'My account' to change your email address.

How do I unsubscribe from the Vingino newsletter?  

If you have an account in the webshop, you can manage your subscription in 'My account'. Go to 'Newsletter subscriptions' to unsubscribe.

If you are a guest subscriber, then use the 'unsubscribe' link at the bottom of any newsletter.

Promotions

Which promotions are now on offer and what are the conditions?  

Take a look at our current promotions.

What events will be happening soon?  

These are our upcoming events.

Delivery

When will my order be delivered?  

If you make an order before 15:00 on a weekday, you will receive it the next day in the Netherlands and Belgium. If you order after 15:00 you will receive it a day later. If you place your order on a weekend, you will receive it on Tuesday.

For orders to Germany and Austria it will take 1 to 3 days before DHL will deliver it.

For orders to Italy it can take 5 to 7 days before you will receive the order

While we always do our best to deliver on time, it can happen that an order arrives a day late.

Once we have shipped your order, you will receive an email with a 'track and trace' number that allows you to follow your parcel. If you have an online account, you can log in to 'My Account' to check the status of your order. This option is not available when you order as a 'guest'.

Do I need to pay for shipping?  

Home delivery costs €3.95. For delivery to a DHL Service Point (only possible in The Netherlands and Belgium), the cost is €2.95. We offer free shipping above €60. Returns are always free.

How can I track my order?  

Once we have shipped your order, you will receive an email with a 'track and trace' code that allows you to follow your parcel. If you have an online account, you can log in to 'My Account' to check the status of your order. This option is not available when you order as a 'guest'.

What are the delivery and pick-up options for my order?  

You can choose to either have your package delivered at home or to a DHL Service Point.

DHL home delivery - €3.95 per order
Delivered by DHL to the delivery address of your choice.

DHL Service Point - €2.95 per order
Pick up your order at your convenience at the DHL Service Point of your choice. Once your order has arrived, you will be notified by email. You have one week (7 days) to pick up your order before it is automatically returned to Vingino. Be sure to have legal identification with you.

What will happen to my package if I'm not home when DHL tries to deliver it?  

If you have opted for home delivery and you are not at home when the first delivery attempt is made, DHL will try to leave the parcel with one of your neighbors.

If the package isn't accepted by a neighbor, DHL will leave a notification with a 'not at home code ". You can make a new delivery appointment with DHL using this code. You also have the option to have the package delivered to another address or a DHL Service Point.

Can I have my order delivered in the evening?  

Orders can only be delivered during the day.

Can I change my delivery slot?  

This is only possible after DHL has already made an attempt to deliver your package.

After a failed delivery, DHL will leave a notification with a 'Not At Home code'. You can make a new delivery appointment with DHL using this code.

I have not received my package, but the order status says it has been delivered.?  

Please contact us via the contact form or send an email to support@vingino.com.

Returns

How do I return an article?  

You can always return your order free of charge, within 14 days of receipt. If not damaged, re-use the original packaging for returning your order. Return packages can be dropped off free of charge at a DHL Service Point. It is not yet possible to return goods bought online at a Vingino store.

If you want to exchange an item, place a new order and return your current order for free.

Returns from The Netherlands, Belgium, Germany and Austria

The Return Process
Step 1. Place the completed return form in the package.
Step 2. Stick the enclosed return label on the outside of the package.
Step 3. Drop off your package at a DHL Service Point [http://locator.dpst.dhl.com/Partners/DHL2]
Step 4. You will receive a proof-of-delivery document. This is proof that you made a return. Keep it safe. Track your package using the 'return number' on the receipt. Once we receive your return, we will send you an email confirmation.

Returns from Italy

If you like to return an order from Italy you can send this back to:
Vingino HQ
PO box 214
3850 VB Ermelo
The Netherlands

How can I can check if my return package has been received by Vingino?  

When you dropped off your return package at a DHL Service Point, you will have recived a 'drop-off receipt' with a 'return number'. Use the 'return number' to track your package with DHL.

Once your return package is received and processed by Vingino, we will send you a confirmation email.

When will I receive my refund?  

Your refund will be paid onto your account as soon as possible. Depending on your bank or credit card company, it may take a few days before you see the money on your credit card or bank account. At the latest, you will receive your refund within 14 days of the day you informed Vingino of the cancellation of your purchase.

When an entire order is returned, the shipping costs will also be refunded.

What is the return policy?  

You can return all unworn items within 14 days of receipt. Trying the clothes on a single time is not considered use.

To return an item, all original tags must still be attached. Plus the return form must be fully completed and included with your return parcel.

If you have damaged the item, you are liable for this loss and the product cannot be returned to Vingino.

Can I exchange an item ordered online?  

If you would like to exchange an item for a different size or color, please place a new order with Vingino and return your current order for free at a DHL Service Point. Exchanges within an order are not possible.

The Return Process
Step 1. Place the completed return form in the package.
Step 2. Stick the enclosed return label on the outside of the package.
Step 3. Drop off your package at a DHL Service Point [http://locator.dpst.dhl.com/Partners/DHL2]
Step 4. You will receive a proof-of-delivery document. This is proof that you made a return. Keep it safe. Track your package using the 'return number' on the receipt. Once we receive your return, we will send you an email confirmation.

Can items ordered online be returned to my local Vingino store?  

This is not yet possible. All items ordered online need to be returned to Vingino via a DHL Service Point.

I have lost my return form, can I still return my order?  

If you did not receive a return form or if you have misplaced it, please print out the order confirmation you received by email and add it to the return package.

So that we can provide great service into the future, we would like to know why you are returning your order. We would appreciate it if you could indicate the return reason on your print out. Please write one of the following codes on next to the name of the article you are returning.

Return reason:
1 Item too big
2 Item too small
3 Fit isn't right
4 Multiple sizes / colors bought
5 Quality not good / product damage
6 Product differs from sample / photo
7 Product information inadequate
9 Article faulty / damaged
10 Incorrect article
11 Delivered too late

Does Vingino offer a guarantee?  

When you purchase an item from Vingino, a legal guarantee is applicable. Legal guarantee means that the article is and does what the consumer may reasonably expect. There is no legal time limit attached to this guarantee because it is different for each kind of product.

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