Where to Find Your Order Number
You can view your order number on the order or shipping confirmation email we sent to you. If you are an account holder, you can log into My Account and click on Orders to find your order number.
HOW TO RETURN
RETURN INFO
Our Returns Process
It can take up to 5 working days for us to receive your return from the carrier. Once the return has been received and processed at our warehouse, we’ll send you an email to confirm your refund has been processed. This can take 2-3 business days after we’ve received the returned item from the carrier. Your refund may take up to 14 days to show on your account, depending on the method of payment you used.
RETURN MY ORDER
Returning Online Purchases
Purchases made on VANS can only be returned via our online return process. Start your return now.
How to Return Steps:
1. Start Return
If you have an account with us or you are a VANS Family member, log into your account and go to your order history to initiate the return process.
If you purchased as a guest, click on the Track My Order link available at the top of any page on our website. Enter your 8 digits Order Number and the email address you used on your order to initiate the return process. Once you are in the Order Details Page click on the 'Manage my Return' button.
2. Schedule
To complete the return order, you will need to:
1. Select the item(s) to return.
2. Select the reason for the return.
3. Select the preferred return method (drop off to a collection point or carrier pick up at desired address).
4. Schedule the return with the carrier.
3. Print label
On the return confirmation page, click on the Print Returns Label button. This will generate the label you will need to print to return the item(s). You can request as many return labels as needed within the 30 days returns period; after that, you won’t be able to book any further returns.
Please Contact Us if you do not have access to a printer.
4. Pack
Pack the items you would like to return. We encourage you to reuse the bag or box you received for the return in respect for our environment. Seal the package securely and attach the return label on the outside of your parcel.
Please make sure all old shipping labels, stickers, and other materials have been removed from the outside of the bag or box or covered up.
5. Handoff
Drop off the package at the selected location within the opening hours OR wait for the carrier to pick up at your address. Make sure someone is at home when the carrier is scheduled to come to pick up the package.
See The Carrier Did Not Pick up my Booked Return, if the carrier failed to pick up the package at the scheduled time.
6. Receive confirmation
You'll receive an email confirmation as soon as your returned products have been received, accepted, and processed. This might take up to 2-3 business days after we've received your return.
If there's anything wrong with your return (e.g. products not corresponding to your purchase, products returned with a decreased commercial value, etc.), we will inform you via email and we might even return the item back to you.
7. Receive refund
Once your return is inspected and accepted by our quality assurance team, we will release your refund to your original form of payment. The whole process, from when you have printed the return label to when the refund is visible on your account, can take up to 14 days.
Note: If you do not want to follow the procedure described above, you are free to choose your preferred return method. Please keep in mind that, if you make a return using a carrier of your choice, instead of using our free returns option, the cost of returning the goods will be at your expense, you will bear the risk of damage or loss of the goods during a return until the goods reach us and that the return and refund process may take longer.
Where to Find Your Prepaid Return Shipping Label
To get a free returns label, please go to How to Return an Online Purchase and follow the steps to book a return. You will be prompted to generate a returns label to print.
Help! I Can't Print the Return Label!
If you are unable to print a returns label, please Contact Us.
How to Return an Order Placed at the Store but Delivered to the Store or Your Home
Items from the online stock purchased at a store and delivered to the store or your home can be returned either online or at the same Vans-owned and operated store where you made your purchase. This excludes partner and concession stores.
When returning your purchase online, please follow the standard Online Return Procedure. These online returns can ONLY be refunded in the form of a digital gift card that are subject to our standard Gift Card Terms And Conditions.
If you do not want to be refunded with a digital gift card, please complete the return in the store of purchase.
How to Return an Order Purchased Online and Collected in Store
Items purchased online and collected at a store can be returned via our Online Return Procedure. You can Start a Return here.
How to Return an Order Reserved Online and Purchased in Store
Items reserved online but purchased in a store can be returned only in the same store. This excludes partner and concession stores.
The Carrier Did Not Pick up my Booked Return
If for any reason your package is not collected on the day you’ve booked, please follow our usual returns instructions and book another pick up free of charge. Start a New Return here.
Where can I find the status of my return?
You can track your return, and its status, from the moment it left with the carrier until your get your refund. You can get to the tracking page in three ways:
1. Via email. Once you have handed your return to the carrier you will have received a confirmation email. In this email is a button which you can click to take you to the tracking page.
2. Via Track my Order. At the top of the website you can click "Track My Order". Enter your order number and email address used to place your order with. Once your order is displayed, select "Manage my Returns" button.
3. Via My Account. If you are a registered customer, you can log into your account and click on the order you've returned from and select "Manage my Returns" button.
Found it but want to understand more? Go to What does the Tracking page and status mean? for more details.
You will also receive a few updates via email to make sure you stay up to date.
Can I cancel or rebook my return?
Yes, if you change your mind and do not want to return anymore, or need to rebook a home pick up, you can cancel the return request at any time before you hand it to a carrier or drop it off.
You can do this by accessing your order details either via:
1. Track my Returns: At the top of the website you can click "Track My Order". Enter your order number and email address used to place your order with. Once your order is displayed, select "Manage my Returns" button. Or,
2. My Account. If you are a registered customer, you can log into your account and click on the order you've returned from and select "Manage my Returns" button.
For both options: Once on the returns page, select "Cancel the Return" to cancel the booked return.
Want to rebook? Follow the same steps in How do I return my order? Please note, if you change the method on the same day of home pick up, it may still occur.