Returns & Refunds
Recorded. Stored. Earned.
Every PR Vault garment is made to order specifically for you. This helps reduce waste while ensuring every piece is produced to the highest standard.
If something isn't right with your order, we're here to help.
Contact Us
For any questions regarding your order, returns or refunds, please contact our support team:
To help us resolve your enquiry as quickly as possible, please include:
- Your order number
- A brief description of the issue
- Photos of the item if it is damaged, defective or incorrect
Return Eligibility
Returns can be requested within 14 days of your order being delivered.
Items must be:
- Unworn
- Unwashed
- In their original condition
- Returned with any original packaging where possible
Returns that do not meet these conditions may not be eligible for a refund.
Made to Order
Every PR Vault product is individually produced once your order is placed.
Because of this, we are unable to accept returns or exchanges for:
- Ordering the wrong size
- Changing your mind
- Personal preference
We strongly recommend checking our Size Guide before placing your order.
Faulty or Incorrect Items
If your item arrives damaged, defective or you receive the wrong product, please contact us within 7 days of delivery.
Include:
- Your order number
- A description of the issue
- Clear photographs of the item
Once reviewed, we'll arrange an appropriate solution as quickly as possible.
Lost Parcels
If your order has not arrived within the estimated delivery timeframe, please contact us within 7 days of the expected delivery date.
We'll investigate with our shipping partner and keep you updated throughout the process.
Refunds
Once your return has been received and inspected, approved refunds will be issued to your original payment method.
Please allow 5–10 working days for your payment provider to process the refund.
Non-Returnable Items
For hygiene reasons, we cannot accept returns on:
- Underwear
- Swimwear
- Socks
- Face coverings
We also cannot accept returns for:
- Items that have been worn or washed
- Items damaged through misuse
- Products returned outside the return period
- Items produced exactly as ordered but no longer wanted
Order Changes & Cancellations
As every PR Vault garment is produced specifically for your order, changes or cancellations can only be made before production begins.
If you need to amend or cancel your order, please contact us as soon as possible after placing it. Once production has started, we may no longer be able to make changes.
