Frequently Asked Questions

ACCOUNT INFORMATION

What are the benefits of registering with vince.com?
When you register at vince.com, we securely store your information to ensure a fast, simplified checkout process. You'll also be able to:

  • Hear the latest about our new arrivals, upcoming collections for pre-order, special offers and exclusive events.
  • Save billing and shipping information.
  • Track order delivery.
  • View order history.

Can I place an order without registering?
Yes, you can check out as a guest.

What will you do with my information after I register?
The information you provide to set up your account is only accessible with the password you created. To learn more about how we keep this information secure, please view our Privacy Policy.

What if I forget my password?
Click "forgot password" on the login page and we’ll email you a new one. For your security, we are unable to give passwords out over the phone or email them to a different address than the one you used to register.

ORDERS

How do I track my order?
If you have an account, log in to track your order status. If you do not have an account, your information is not available online. Please contact us at 800.960.2231 or at customerservice@vince.com if that is the case.

Please note: tracking information may not be available for up 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 contact us at 800.960.2231 or at customerservice@vince.com.

If we are unable to fulfill your order in one shipment, we will send the items to you in separate packages. We will also send you an email informing you of the status of your order.

What does the "in process" message mean under "order status"?
"In process" means your order is being packed and readied for shipping. Changes to your order cannot be made during this time period.

Why am I paying tax on shipping and handling?
State tax regulations require that 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 information, please view Shipping.

How is sales tax determined?
The sales tax rate is determined by the location where the merchandise is being shipped. Sales tax will be charged for purchases to the following states: California, Connecticut, Florida, Georgia, Illinois, Massachusetts, New Jersey, Nevada, New York, Pennsylvania, Texas and Washington. For additional information, please view Shipping.

What countries does vince.com ship to?
Vince.com ships to more than 100 countries:

  • Afghanistan
  • 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
  • Rwanda
  • Seychelles
  • Singapore
  • Slovak Republic
  • Slovenia
  • South Africa
  • South Korea
  • Spain
  • Sri Lanka
  • St. Kitts & Nevis
  • St. Lucia
  • Swaziland
  • Sweden
  • Switzerland
  • Taiwan
  • Tanzania
  • Thailand
  • Trinidad & Tobag
  • Turkey
  • Turks & Caicos Islands
  • Uganda
  • Ukraine
  • United Arab Emirates
  • United Kingdom
  • Uruguay
  • Uzbekistan
  • Vatican City
  • Venezuela
  • Vietnam
  • Yemen Arab Republic
  • Zambia
  • Zimbabwe

* Please allow 5 – 7 business days, not including time for customs’ processing or holds.
** Product origin may be China and could result in a high duty rate.
For more information about shipping, handling and taxes, click here.

RETURNS

What is the holiday return policy for vince.com?
For your holiday shopping convenience—and the convenience of your gift recipients—we will be extending our window for returns during the holiday season. Purchases made from November 10, 2014 through December 14, 2014 can be returned or exchanged until January 11, 2015. Purchases made after December 14, 2014 are subject to our regular 30-day return policy. Merchandise must be returned in new, unworn condition with all original tags attached. To see the complete returns and exchanges policy, view Returns and Exchanges.

How do I return a vince.com purchase?
You can return an online order for free with the pre-printed Federal Express 2-day service shipping label enclosed in the original package.

  • Include the customer order number and billing name.
  • Drop your return package at an authorized Federal Express location or drop box.
  • Find your nearest location at www.fedex.com.

You can also return an online order at a Vince Retail Store. Find your nearest store.

Can 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 as marked on your order confirmation. Final Sale merchandise may not be returned or exchanged. For additional information, view Returns and Exchanges.

Are shipping and handling charges refundable?
No, shipping and handling charges are non-refundable. For additional information, view Returns and Exchanges.

Can I return merchandise purchased from vince.com at a Vince Retail Store?
Yes. For additional information, view Returns and Exchanges.

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 a vince.com credit for its current selling price. Please contact us at 800.960.2231 or at customerservice@vince.com to process the gift return.

How will I be refunded for a purchase made with online credit?
For purchases made with a vince.com credit, the return will be issued as a vince.com credit.

What do I do if the product I received from vince.com is damaged?
If product was damaged or shipped incorrectly, please contact us at 800.960.2231 or at customerservice@vince.com to receive a Return Authorization Number (RMA) and to arrange for a replacement item to be shipped. There are no shipping charges on replacement orders.

How do I obtain another copy of my order invoice and/or return label?
Please contact us at 800.960.2231 or at customerservice@vince.com.

PAYMENTS, REFUNDS & PROMOTION CODES

What forms of payment do you accept online?
We accept the following forms of payment at vince.com: American Express, MasterCard, Visa, Discover Network, JCB, PayPal, Vince E-Gift Cards.

Can I get a refund in a different payment method than used on my original order?
No, all refunds will be issued in the original form of payment.

Can I obtain a price adjustment for an online purchase?
Yes, we offer a onetime price adjustment if an item is marked down on vince.com within 14 calendar days of your order placement date.

  • To obtain a price adjustment for an online purchase, please contact us at 800.960.2231 or at customerservice@vince.com within 14 calendar-day days.
  • 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 an item that I see marked down elsewhere?
We will match the price of items seen elsewhere at a lesser price.

  • Documentation must be provided showing the product with the listed lower price.
  • A price match must occur at the time an order is placed.
  • Please contact us at 800.960.2231 or at customerservice@vince.com, and we’ll adjust the current selling price to match the documented selling price.

Where can I find the balance of my available vince.com store credit?
You can find your vince.com store credit balance on the "my order history" page under "my account."

How do I apply my vince.com store credit to an order?
Any available credit will automatically be applied to your next order.

How do I redeem a Vince E-gift Card?
Upon receiving a Vince E-gift Card, please follow the instructions listed in the email. Please note:

  • The e-gift card is linked to the email address that the e-gift card was sent to.
  • If you do not have a vince.com account associated with this email address, you must create one.
  • When an account has been created with the email address linked to the e-gift card, the e-gift card can be redeemed during checkout.
  • To check the balance of your e-gift card, please contact us at 800.960.2231 or at customerservice@vince.com, or view it under the "my order history" page under "my account."

Can I redeem a Vince E-gift Card at a Vince Retail Store?
No. Vince E-gift Cards can only be redeemed at vince.com.

How do I use a promo code online?
To redeem a special offer, enter your promo code during checkout. After entering the offer code, adjustments will be made to eligible orders. Special offers cannot be applied to a Vince E-Card purchase, shipping or taxes. Special 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.

Can I return an item I purchased with a promotion code?
Yes, you can return an item purchased with a promotion code, provided the item was not Final Sale. You can also 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.

VINCE.COM

How do I sign-up for Vince email communication?
To hear about our new arrivals, upcoming collections for pre-order, special offers and exclusive events first, click here.

How can I search for products quickly at vince.com?
Click "search" on the upper right hand corner of any page on vince.com and enter descriptive key words of the item(s) you’re looking for.

Where can I find sizing information?
Size charts are located on the product information page above the "add to bag" button.

What careers are available with Vince?
For a list of current job openings and more information on career opportunities at Vince, please click here.

I have submitted my resume and have not heard back. What should I do?
Thank you for your interest in Vince. Your resume will be carefully reviewed. If your experience and skills fit the requirements of an open position, we will be in touch. Resumes are kept on file for consideration for future opportunities.

Can I use copies of the pictures on your website for my own use?
No. We do not own unlimited use of our photography and therefore cannot authorize usage for any reason.

How can I find answers to any additional questions I may have?
Please contact us at 800.960.2231 or customerservice@vince.com.