Returns Policy

Buying secondhand online means you can't try before you buy, so we keep returns simple. You have 14 days from the date your parcel is delivered to start a return on most items.

1. The return window

• Returns must be initiated within 14 calendar days of delivery, using the carrier's delivery date as the start.
• Once approved, the item must be posted back within 7 days of receiving your return authorisation.
• Returns started after 14 days cannot be accepted, and parcels sent back without authorisation may be refused.

2. Condition requirements

Items must come back in exactly the condition they arrived in. That means:

• Unworn, unwashed and unaltered, with no smoke, perfume, pet hair or body odour.
• All original tags still attached where the item shipped with tags.
• Sneakers tried on indoors only, on a clean surface, with no outsole wear — returned with the original box where one was supplied.
• Books returned without new creases, markings or damage to spine or dust jacket.
• Vintage and homeware returned in the original protective packaging wherever possible.
• Your FlipVault authenticity card included in the parcel.

Returns that arrive in worse condition than they shipped may be refused, or refunded partially to reflect the loss in value. We photograph every item before dispatch and again on return.

3. How to start a return

1. Email support@flipvault.com within 14 days of delivery with your order number, the item you're returning and the reason.
2. We reply within one business day with a return authorisation number and the return address.
3. Pack the item securely — reuse the original packaging if you still have it — and write the authorisation number on the outside.
4. Post it back within 7 days using a tracked service and send us the tracking number.
5. We inspect within 3 business days of arrival and email you as soon as the refund is issued.

4. Who pays return shipping

• Change of mind, sizing or fit: you cover return postage. We recommend a tracked service; we can't refund parcels lost on the way back to us.
• Our mistake — wrong item, undisclosed damage, an inaccurate description, or a failed authenticity check: we send you a prepaid return label and refund all shipping costs.
• Original outbound shipping is refunded only when the return is our fault, or when the whole order is returned.

5. Refunds and exchanges

Approved returns are refunded to the original payment method within 3 business days of inspection; banks usually post the funds within 5–10 business days. See the Refund & Cancellation Policy for full timing details.

Because nearly everything we sell is one of a kind, we cannot offer direct exchanges. Return the item for a refund and place a new order for the piece you want — message us first and we'll hold the replacement for 48 hours where we can.

6. Exceptions — items that cannot be returned

• Items marked Final Sale on the product page.
• Underwear, intimates, swimwear and pierced jewellery, for hygiene reasons.
• Graded, slabbed or sealed collectibles once the seal, case or slab has been opened or broken.
• Trading cards removed from their protective sleeve or toploader.
• Vinyl records where the shrink wrap on a sealed copy has been removed.
• Items altered, tailored, repaired, cleaned or dyed after delivery.
• Gift cards and store credit.

7. Damaged or incorrect deliveries

If your parcel arrives damaged or contains the wrong item, email us within 48 hours of delivery with photographs of the item and the packaging. We'll arrange a prepaid return and either replace the item where possible or refund you in full.

8. Contact

Returns team: support@flipvault.com · FlipVault LLC, 1420 SE Division St, Portland, OR 97202. Please don't send returns to this address without an authorisation number.