Refund policy

We want you to be happy with your purchase from Vaultskin (a trading name of Creative Ideas UN Ltd, registered in England no. 07991840). This policy explains how returns, refunds, and cancellations work for orders placed on our website.

This page contains both:

  • Your statutory right of cancellation if you are an EU or UK consumer (Section A); and
  • Our discretionary 30-day store returns policy, which we offer to all customers worldwide (Section B).

If you are an EU or UK consumer, the statutory right in Section A applies in addition to (and overrides where relevant) the discretionary policy in Section B.

Section A — Statutory right of cancellation (EU & UK consumers)

If you are a consumer resident in the European Union or the United Kingdom and your order was shipped to the EU or UK, you have the legal right to cancel most online purchases within 14 days without giving a reason, under EU Directive 2011/83/EU and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

When the 14-day period begins

The 14-day cancellation period begins on the day on which you (or a third party other than the carrier indicated by you) acquire physical possession of the goods.

Where your order consists of multiple items delivered separately, the 14-day period begins on the day you (or your nominated third party) receive the last item.

How to cancel

To exercise your right of cancellation, you must inform us of your decision by a clear statement before the 14-day period expires. You may use any of the following methods:

Use of the online form or the model form is not required — any clear statement of your decision to cancel is sufficient.

To meet the cancellation deadline, it is sufficient that you send your communication concerning the exercise of your right to cancel before the 14-day period has expired. The notification need not have arrived by then.

Effects of cancellation

If you cancel this contract, we will reimburse all payments received from you, including the costs of standard delivery (except for any supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us).

We will carry out the reimbursement using the same means of payment you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent the goods back, whichever is earliest.

We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed of your decision to cancel this contract.

Return of goods

You must send the goods back, or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation. The deadline is met if you send the goods back before the 14-day period has expired.

You will bear the direct cost of returning the goods, unless we have stated otherwise or the goods are defective or were sent in error.

Goods that can be returned by ordinary post are returnable at standard postal rates. If your order contains items that cannot be returned by ordinary post, we will inform you of the estimated cost of return at the time of cancellation.

The return address will be confirmed to you upon notification of cancellation.

Liability for diminished value

You are entitled to handle the goods to establish their nature, characteristics, and functioning — in the same way you would be permitted to do in a physical shop. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

Exceptions to the right of cancellation

The statutory right of cancellation does not apply to certain types of goods and services. The most common exceptions are:

  • goods made to your specifications or clearly personalised (e.g., monogrammed or custom-engraved items);
  • sealed goods which are not suitable for return for reasons of health protection or hygiene, if unsealed after delivery;
  • goods which, after delivery, are by their nature inseparably mixed with other items;
  • sealed audio or video recordings or sealed software, if unsealed after delivery;
  • digital content not supplied on a tangible medium where performance has begun with your prior express consent.

None of these exceptions ordinarily apply to our standard leather goods. If you order a personalised item, we will inform you before the contract is concluded that the right of cancellation does not apply to that item.

Model cancellation form

Complete and return this form only if you wish to cancel the contract.

To: Creative Ideas UN Ltd, Suite 93, 235 Earls Court Road, London SW5 9FE, United Kingdom Email: info@vaultskin.com I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*] / for the supply of the following service [*]: Ordered on [*] / received on [*]: Name of consumer(s): Address of consumer(s): Signature of consumer(s) (only if this form is notified on paper): Date: [*] Delete as appropriate.

Section B — 30-day store returns policy (discretionary)

This 30-day discretionary policy does not affect or limit your statutory rights under Section A.

In addition to any statutory rights you may have, we offer a 30-day return window on items purchased from our website, to all customers worldwide.

You have 30 days from the date you receive your item to request a return under this discretionary policy. Items must be unworn and unused, with tags, and in the original packaging. You will need to provide your order number or proof of purchase.

To request a return, contact info@vaultskin.com with your order number and the reason for return. We will confirm the return address and any further instructions.

Unless your item is defective, damaged, or we sent the wrong item, you are responsible for the cost of return shipping under this discretionary policy.

Defective, damaged, or incorrect items

If your item arrives defective, damaged, or is not what you ordered, please contact us at info@vaultskin.com as soon as possible. We will cover reasonable return shipping costs or provide a prepaid return label.

Refunds — general

For statutory cancellations under Section A, refunds are issued as described in that section.

For discretionary returns under Section B, refunds are typically issued within 10 business days of our approval of the returned item, using the same payment method you used for the original transaction.

Original outbound shipping charges are not refundable for discretionary returns unless the return is due to our error or the item is defective. For statutory cancellations under Section A, standard delivery charges are refunded as set out above.

Your consumer rights

Nothing in this policy limits or excludes any rights you may have under mandatory consumer protection laws, including the UK Consumer Rights Act 2015 and applicable EU consumer law.

Alternative dispute resolution

If you have a complaint we have not been able to resolve, you may be able to refer the dispute to an independent alternative dispute resolution (ADR) provider. We are not currently obliged to use, and have not agreed to use, a specific certified ADR scheme. If we are unable to resolve your complaint internally, we will provide you in writing with details of a relevant ADR entity that may be competent to deal with the dispute and whether we are prepared to submit to its procedure. You retain the right to take court action in the United Kingdom or your country of residence. Consumers resident in the EU may also use the European Commission's Online Dispute Resolution platform.

Contact us

Vaultskin (a trading name of Creative Ideas UN Ltd)
Suite 93, 235 Earls Court Road
London SW5 9FE
United Kingdom

Email: info@vaultskin.com
Registered in England, company no. 07991840
VAT: GB272596864