FAQ
1. What is your return and exchange policy?
Please visit our Returns and Exchanges page for a detailed description of our return and exchange policy.
2. Are returns and exchanges free?
A prepaid return label will be provided for orders that have been approved for return. A $12 warehouse processing fee will be deducted from your store credit or refund.
All exchanges are free and will not incur a $12 re-stocking fee.
3. What payment methods do you accept?
We accept all major credit cards.
4. Do you offer discounts for first time customers?
If you are a first-time customer be sure to subscribe to our newsletter to stay in the know of all new arrivals, events, and promotions. You can subscribe in the pop-up. Once subscribed you will receive a welcome code to receive 10% off your first full price order.
5. What does “Final Sale” mean?
All sale items are FINAL SALE which means they are ineligible for return, exchange, or store credit without exception.
6. Do you charge sales tax?
Within the United States, sales tax is only charged to orders shipping within California.
7. Do you cover duties and taxes related to customs?
Vone Official does not cover duties and taxes for international orders. All duties and taxes must be prepaid at checkout. If additional duties and taxes are levied as a result of insufficient information the customer may be assessed penalties or additional charges at the time of import which Vone Official is not liable for.
8. I keep seeing these amazing styles on TikTok and Instagram that I can’t find on your website, when will they become available?
Please send a screenshot of the item you are interested in to sales@voneofficial.com and we’d be happy to assist you with this.
9. How do I know what size I am?
You can reference our size chart here. If you’re still unsure about size and/ or fit, please email us at sales@voneofficial.com and we will be happy to assist.
10. How do I track my order?
Once your order has been shipped you will be emailed a tracking number to the email address you provided when the order is placed. If you have not received an order confirmation email please contact us at sales@voneofficial.com so we can verify that the correct email address was provided.
11. Can I cancel or modify my order?
To cancel or modify your order please contact sales@voneofficial.com. Once our warehouse has processed an order we will no longer be able to cancel or modify it.
12. How long does a return or exchange take to process?
Our warehouse strives to process returns within 3 business days of your return being received. Please note that during high volume times it can take up to 8 business days for your return to be processed.
13. Do you charge VAT?
All VAT is charged at checkout for international orders.
14. Do I need an account to make an online purchase?
No, you may checkout as a guest, but we do suggest making an account to keep track of all your order details in one place and so that we can better serve you in the future!
15. What should I do if my item is damaged or defective?
All of our products go through a vigorous quality check, but if you should receive a damaged or defective item please contact our customer care team immediately at sales@voneofficial.com with photos clearly showing the damage or defect.
16. I’m a retailer and I am interested in carrying VONE Official, how do I go about applying?
Please contact our wholesale division at showroom@thegemagency.com
17. What happens if my package gets lost?
Please email us at sales@voneofficial.com. If your package is lost in transit, we will do everything we possibly can to assist you. However, we are not responsible for packages once proof of delivery is generated.