FAQs
HOW MAY WE HELP?
Q & A
How do I make sure I buy the correct size?
The key measurement for shoes is the foot's length and width, and choosing the size based on your foot measurement is generally accurate. To be on the safe side, please check the size chart on the product page to determine your correct shoe size before placing an order. Don’t worry if you get the wrong size; we can exchange it for you. If you’re still unsure about the size, we recommend choosing a larger size.
Where are your products produced?
Our design team office is in California, USA. Our shoes are designed here and produced in factories in Hong Kong and Vietnam. Our quality inspection and distribution are also carried out in the US.
What payment methods do you support?
We support Credit/Debit Cards and PayPal. Most of our customers typically pay via credit/debit cards or PayPal.
Why was my payment declined?
This could be due to the following reasons:
- Incorrect card information (check expiration date, billing address, and security code).
- Your card issuer declined the payment.
- Insufficient funds on the card.
We recommend trying another supported payment method if possible.
How do I check my order status?
Typically, it takes 5-7 business days to process your order. We will email you the tracking number when your order is shipped, and you can track your package using that number.
Can I receive my order before a certain time?
Please note that it takes 5-7 days for processing before your order is shipped out. For some popular shoe styles, it may take a little longer. Although we strive to provide the fastest delivery, there isn’t an exact delivery date—only an estimate. Note: Due to the COVID-19 pandemic, global transport resources may be limited, which could cause delays in your order.
How can I get a refund for my order?
To cancel an order, please contact our customer service at support@vectosole.com as soon as possible. For orders canceled after 24 hours of purchase but before shipment, we offer a partial refund, deducting a 15% cancellation fee. We do not accept cancellations once the order has been shipped.
What if I receive the wrong order?
We apologize for any inconvenience. Please contact our customer service with details and a picture of the wrong item you received so we can assist you.
Can I exchange for a different size?
Yes, we accept exchanges within 7 days of receiving your order, provided the shoes are in new condition. Please contact our customer service for exchange details.
Note: 1. Your order ID is needed. 2. Used or damaged shoes cannot be exchanged.
Why is there no tracking update?
Sometimes when the order is en route to your country, there may be no updates until the package arrives at the next shipping facility. Tracking information will update once the package reaches your local area. Please note: Due to the COVID-19 pandemic, global transport delays may cause your order to be delayed.
Why doesn’t my coupon code work?
Ensure the coupon code hasn’t expired and is valid for the item you're purchasing. Some items like sale or final clearance products may not be eligible. Coupon codes can only be used once.
What’s the material of your shoes?
You can find the specific material description on the product details page. If you’re still unsure, feel free to contact us at support@vectosole.com.
There is a missing item from my order.
If you believe an item is missing, please email us immediately with your order number and the missing item details at support@vectosole.com.
My package has been lost or stolen.
If you believe your package has been lost or stolen, or if the carrier marked it as delivered but you haven’t received it, please contact us within 10 days to file a claim. We will assist you in completing the claims process with the carrier. Please note: Claims may take up to 30 days to resolve (depending on the carrier). VECTOSOLE is not responsible for packages reported as delivered by the carrier. We do not issue refunds or credits for packages confirmed as delivered.
Can I cancel my order or make changes after placing it?
If your order has not yet been shipped, you can contact us for changes or cancellations. Once your order has been shipped, changes or cancellations are no longer possible. Please reach out to us as soon as possible, and we will do our best to assist you.