FREQUENTLY ASKED QUESTIONS
What are the benefits of registering with Vince.com?
When you register and create your account with vince.com, we'll securely keep track of your information to ensure a simplified checkout process. You'll also be able to store all your addresses, manage your email preferences, check your order history and set up birthday and anniversary reminders.
Can I place an order without registering?
Yes, you can. You can bypass registering by selecting guest checkout in the login page during checkout. You can always call customer service at 800-960-2231 for order status updates. Registering will give you instant access to more information about your order.
What will you do with my information after I register?
Personal information relating to you and your order history are only available to you when you provide the correct password you created. Vince.com does not share your information with any other companies or services. For more information on our privacy policy, click here.
What if I forget my password?
Don’t worry if you forget your password; Vince can give you a hint. If you still can't remember, we can reset your password and/or email to a new one for you. For your security, we are unable to give out passwords over the phone or email them to a different email address than the one you used to register.
How do I track my order?
If you are a registered user, login to your account to track your order status. If you are not a registered user with Vince.com, your information is not available online. Please call Customer Service at 800-960-2231 M-F 9am to 6pm EST. A representative will happily provide this information to you.
Tracking information may not be available for the first 24 to 48 hours after you receive your shipping confirmation email. If 48 hours have passed and you're still unable to track your order, please call customer service at 800-960-2231.
If you ordered several items, to be delivered to the same address, we will make every effort to send all available items together. If we are unable to fulfill your order in one shipment, we will send them to you in separate packages. We will also send you an email informing you of the status of your order.
When checking on the status of my order I received an "In Process" message. What does this mean?
"In Process" means your order is in the early stages of shipping. Changes to your order cannot be made during this time period. You can always call customer service at 800-960-2231 to make a return or exchange once your order has arrived.
Why am I paying tax on shipping and handling?
State tax regulations require we collect sales tax on shipping and handling where applicable. All sales taxes collected, are paid to the state where the merchandise is being shipped. For additional tax information, click here.
How is sales tax determined?
The sales tax rate and imposition is determined by the location where the merchandise is being shipped. Sales tax will be charged for purchases to the following states: Alabama, California, Florida, Georgia, Illinois, Massachusetts, Mississippi, Missouri, New Jersey, New York, Ohio, Tennessee, Texas, Washington, and Wisconsin. For additional tax information, click here.
How is the shipping and handling calculated for my order?
Shipping and handling charges are determined by the merchandise dollar amount of your order before any special offer deductions or sales tax calculation. For additional shipping information, click here.
Where does Vince ship?
Vince.com currently has the ability to ship ship to over 120 countries.
| Afghanistan Algeria Angola Antigua Argentina Aruba Australia Austria Bahamas Bahrain Bangladesh Barbados Belgium Bermuda Bosnia-Herzegovina Brazil Bulgaria Burundi Canada * Cayman Islands Chile China Colombia Costa Rica | Curacao Cyprus Czech Republic Denmark Djibouti Dominican Republic Ecuador Egypt El Salvador Estonia Ethiopia Finland France Germany Ghana Greece Grenada Guam Guatemala Guyana Haiti Holland Honduras Hong Kong | Hungary Iceland India Indonesia Iraq Ireland Israel Italy Jamaica Japan Kenya Kazakhstan Kuwait Latvia Lebanon Libya Lithuania Macau Malta Mauritius Mexico ** Morocco Namibia Nepal | Netherlands Netherlands Antilles New Zealand Nicaragua Nigeria Norway Oman Pakistan Palestine Autonomous Panama Peru Philippines Poland Portugal Qatar Romania Rwanda Seychelles Singapore Slovak Republic Slovenia South Africa South Korea Spain | Sri Lanka St. Kitts & Nevis St. Lucia Swaziland Sweden Taiwan Tanzania Trinidad & Tobag Turkey Turks & Caicos Islands Uganda Ukraine United Arab Emirates United Kingdom Uruguay Uzbekistan Vatican City Venezuela Vietnam Yemen Arab Republic Zambia Zimbabwe |
* Canadian orders will be shipped 2-day Express.
** Product Origin may be China and could result in an exceedingly high duty rate.
What is the Vince.com return policy?
All returns must be purchased from Vince.com. With the exception of Final Sale merchandise, we gladly accept unworn, unwashed, unaltered or unused merchandise in saleable condition with original tags attached for a full refund or exchange within 30 days of the invoice date.
How do I return a Vince.com purchase?
A pre-printed Federal Express return label is enclosed with original shipment. To return product, cover the original shipping label with the enclosed return label and complete the sender information section. The label authorizes a return via Federal Express two day service to our distribution center at no cost to the customer. All return shipping charges are covered by the company, when utilizing the pre-printed billable stamp. Returns must include the customer order number and billing name. Return packages are to be dropped at the nearest authorized Federal Express location or drop box. For the nearest location, please visit www.fedex.com.
May I return Sale merchandise purchased from Vince.com?
Sale merchandise is included in our 30-day return policy with the exception of Final Sale merchandise. Final Sale merchandise may not be returned or exchanged.
Are shipping and handling charges refundable?
Please note that shipping and handling charges are non-refundable.
Can I return merchandise purchased from Vince.com at a Vince retail location?
At this time, purchases made from Vince.com cannot be returned or exchanged at Vince retail locations.
How do I return a gift purchased from Vince.com?
If you have received an item from Vince.com as a gift, you can return it in exchange for an online store credit for the current selling price. Please contact Customer Service at 800-960-2231 or by emailing customerservice@vince.com
How will I be refunded for a purchase made with online store credit?
If the purchase was made with an online store credit, the return will be issued as an online store credit.
What do I do if the product I received from Vince.com is damaged?
If product was damaged or shipped incorrectly, please call customer service at 800-960-2231 to receive a Return Authorization Number (RMA) and to arrange for a replacement item to be shipped. There will be no charge for shipping on replacement orders.
How do I obtain another copy of my order invoice and/or return label?
If you no longer have a copy of your invoice or Return Label and wish to obtain one, please request one by calling our customer service department at 800-960-2231 or by emailing customerservice@vince.com
How do I use a Promotion Code online?
To redeem special offers, customers must select the offer code box on the shopping bag page and then enter the offer code(s) at checkout. After entering offer code(s), offer adjustments will be made to eligible orders at checkout. Offers may require purchase from a specific catalogue(s), and do not apply to Gift Cards, E-Cards, gift wrap, shipping or taxes. Offers are valid while supplies last. Please see the specific offer details for complete terms and conditions, including expiration date and other exceptions. All orders are subject to verification.
What if I used a promotion code to make my purchase?
You can exchange the item for the same style in a different size or color. Or, you can apply a credit for the amount you paid towards a new item at its current price. A previously used promotion code cannot be applied to the sale of a different item. Please contact customer service at 800-960-2231 with questions
Can I get a refund in a different payment method than used on my original order?
All refunds will be issued in the original form of payment within 14 calendar days of the invoice date. Customers who return merchandise 15-30 calendar days after the invoice date will receive a merchandise credit to be used online at Vince.com. To Receive a pre-paid shipping label, contact Customer Service at 800-960-2231.
Can I obtain a price adjustment for an online purchase?
Yes, we offer a one-time price adjustment if an item is marked down within 14 calendar days of your order placement date. To obtain a price adjustment for an online purchase, you must contact Customer Service at 800-960-2231 or email customerservice@vince.com within the 14 calendar day window. Adjustments will not be given on sale merchandise or promotional purchases. Refunds and price adjustments will be issued in the original form of payment.
Will you match the price of particular product if I see it marked down elsewhere?
We will match the price of items seen elsewhere at a lesser price. Documentation must be provided showing the product and the listed price. Simply call 800-960-2231, or send us an email message at customerservice@vince.com. We'll adjust the current selling price to match the documented selling price.
What forms of payment do you accept online?
- American Express
- Discover Network
- JCB
- MasterCard
- Visa
- Vince Online Gift Cards
I received an Online Gift Card via email. How can I use it?
The Online Gift Card(s) is redeemable toward Vince.com purchases. To place an order online follow the following process:
- To Place your order online at www.vince.com select Online Gift Card as your payment option during the checkout process. Then enter the card # and ID #.
- If your purchase exceeds the amount available on the Vince Online Gift Card, a credit/debit card will be required for the difference. After completing your purchase, any unused balance will remain on your Vince Online Gift Card for future purchases.
- Click on the ‘My Account’ link.
- Register as a New Customer. This will create your ‘My Account’.
- Register your Online Gift Card.
- When activating your Online Gift Card, make sure your email address matches the address where your Online Gift Card was delivered. (It does not have to match the email address in Your Account).
- To Place your order online at www.vince.com select Online Gift Card as your payment option during the checkout process. Then enter the Online Gift Card # and ID #.
- If your purchase exceeds the amount available on the Vince Online Gift Card, a credit/debit card will be required for the difference. After completing your purchase, any unused balance will remain on your Vince Online Gift Card for future purchases.
- To check the balance on your Vince Online Gift Card, login to your account or call 800-960-2231.
- Record your card number in a safe place in case of loss, damage, or theft.
If you forget to click on the 'Online Gift Card' link, cancel your order and start again. Once your order has been submitted and paid for by means other than a certificate, you are unable to retrospectively use your gift certificate to offset that cost.
How do I sign-up for email communication from Vince.com?
To sign up for email click on or paste the following link
- Checkout Faster
- Create an address book to store your preferred shipping addresses
- To be the first to hear about special offers, new products & events
How can I search for products quickly at Vince.com?
Find exactly what you are looking for by entering descriptive Key Words in the Search box in the upper right hand corner of every page.
Where can I find sizing information?
Size charts are located in by clicking on the “size chart” link on the product information page.
How can I order from a mobile device?
Vince customers accessing Vince.com from various mobile devices may be redirected to our mobile website m.vince.com. While our mobile website offers similar features and functionality to vince.com, certain features such as the ability to place pre-orders and the ability to ship to multiple addresses is not currently available.
Inventory on our mobile site is updated regularly throughout the day; however, during peak traffic times, inventory may be unavailable or an out-of-stock notice may appear when if an item sells out quickly. For more questions or help ordering on m.vince.com, please contact a Vince Customer Service Representative.
What careers are available with Vince?
If you are looking for that “perfect fit” career with a company that values your individuality and talents – you have found it. For more information on career opportunities, click here.
I have submitted my resume and have not heard back. What should I do?
Resumes are kept on file for future opportunities.
Can I use copies of the pictures on your website for my own use?
We do not own unlimited use of our photography, so we cannot authorize usage for any reason.
How can I obtain a Lookbook of your products?
We currently do not offer a Lookbook. All products available for purchase are available online. If there is a particular item you are looking for and you do not see it, please contact customer service at 800-960-2231 for additional information on where to purchase it.
How can I find out more about your company?
Vince is owned and operated by Kellwood Company. Additional information can be found at www.Kellwood.com. If you have other specific questions, please send an e-mail to customerservice@vince.com and we will do our best to get you an answer.
How can I find answers to any additional questions I may have?
Please call 800-960-2231 or email
