To subscribe to receive a monthly or quarterly Vault Lingerie box, you'll need to set up a customer account after subscribing. This account must be created using the same email address you provided during your subscription. If your account isn't properly set up, you won't receive your tracking link. Once your customer account is established, you'll have full control over your subscription, allowing you to update your shipping or payment details, as well as pause or cancel your subscription.

If you need to update your address, please do so before your payment is processed. If you've already made the payment, please contact us to confirm the correct delivery address for your Vault Lingerie box, and we’ll update your account accordingly. If you have any questions or concerns, please don't hesitate to email us at hello@vaultlingerie.com, and we'll be happy to assist you. Please note that we cannot be held responsible for incorrect shipping addresses, so do reach out if you're unsure.

Your subscription is set up for automatic billing, meaning we will continue to send your boxes until you request a cancellation. The initial payment will be processed on the day you subscribe, and your first box will arrive during the first week of the following month. For example, if you subscribe on July 5th, your first box will be delivered at the beginning of August. Subsequent monthly payments will be charged on the same day you subscribed; for instance, if you subscribe on the 5th, future payments will also be processed on the 5th of each month.

We know you will LOVE Vault Lingerie, but if you ever need to cancel or pause your subscription, please follow these steps. If you subscribed through our website, make sure you've set up a customer account. Once your account is set up, click on “Manage Your Subscription,” where you’ll find options to pause or cancel your subscription at any time.

Please note: If you wish to cancel your subscription, you must do so at least 3 working days before your direct debit date to avoid being billed and receiving the next box.

After your order has been dispatched, you will receive an email confirmation containing your tracking number, so you can monitor its journey to you.

For one-time purchases:
Orders placed before 12pm, Monday through Saturday, will be shipped the same day. Orders placed after 12pm will be sent out the next working day. While we do our best to ensure deliveries arrive within the expected timeframes, please be aware that factors such as courier disruptions, bank holidays, and seasonal delays may affect delivery. The provided delivery times are estimates and cannot be guaranteed.

For subscription boxes:
Delivery typically takes 3-5 days from dispatch.

For international orders:
Delivery may take up to 14 days. Please note that customers in Europe might face additional local charges (such as customs fees) due to the UK's departure from the EU on January 1, 2021. We recommend checking with your local customs office for details on any applicable fees. These fees are the recipient's responsibility.

In certain countries, customs processing can lead to delays of 2 weeks or more. Unfortunately, such delays do not qualify for refunds. If your order is held up in customs, it is the buyer's responsibility to reach out to the appropriate authorities.

Recipients are responsible for any customs fees or charges that may apply to international shipments, based on the value or nature of the items. These charges are imposed by the customs authorities in the recipient's country, and as such, Vault Lingerie cannot be held liable for them. Please note that these fees can vary widely from one shipment to another.

While we aim to ensure that every item arrives in perfect condition, we understand that damage can occasionally occur during shipping. If you receive any damaged items, please contact us at hello@vaultlingerie.com with detailed information and supporting images. This will enable us to quickly arrange a replacement for you. Please keep the damaged items until we have resolved the issue.

We aim to provide a 30-minute window for making changes to non-subscription orders, though this cannot be guaranteed.

If you need to amend your subscription order—such as swapping products, updating gift messages, changing your shipping address, cancelling, or requesting a refund—please make these changes through your online account or contact us before your next billing date.

For amendments, email us at hello@vaultlingerie.com with your order number and detailed request. We will do our best to accommodate your needs.