Returns & Refunds

Every PR Vault piece is made to order. That doesn't change your rights — you can still change your mind, and if something's wrong we'll put it right.

Changed your mind? You have 14 days

You have 14 days from the day your order arrives to tell us you want to cancel. You then have a further 14 days to send the item back. You don't have to give a reason.

To cancel, email info@prvaultshop.com with your order number. Any clear statement that you're cancelling is enough.

We pay return postage. Once you've told us, we'll send you a return address and either a prepaid label or confirmation that we'll refund your postage. Please don't send anything back before you've heard from us — we can't guarantee it will reach us.

Condition

You're welcome to try an item on, as you would in a shop. Please don't wash it or wear it beyond that. If an item comes back showing more handling than was necessary, we may reduce your refund to reflect the reduction in its value.

If something's wrong with your order

If your item arrives faulty, damaged, or isn't what you ordered, you have 30 days from delivery to reject it and get a full refund. After 30 days we'll repair or replace it.

Email info@prvaultshop.com with your order number, what's wrong, and a photo. We cover every cost on a faulty, damaged or incorrect item — you'll never pay postage on one.

How to return something

1. Email info@prvaultshop.com with your order number, and say whether you're cancelling or reporting a problem.
2. We reply with a return address and postage arrangements.
3. Post it back, and keep your proof of postage.
4. We refund you.

We don't publish a return address because every return is arranged individually — it means nothing gets lost in transit to an address that isn't expecting it.

Refunds

We'll refund you within 14 days of receiving the item back, or of you giving us proof you've sent it — whichever comes first.

Refunds go to your original payment method and include the standard delivery cost you paid on the original order. UK delivery is free, so for UK orders that's the full amount you paid. Your bank may take a few more days to show it.

Cancelling before it ships

Because every piece is made to order, production starts quickly. Email us as soon as you can and we'll stop the order if it hasn't entered production. If it has, you can still cancel under the 14 day right above once it arrives.

Orders that don't arrive

If your order hasn't arrived within the estimated delivery window of 8–12 working days, email us with your order number and we'll investigate with our shipping partner. A parcel is our responsibility until it reaches you.

What we can't take back

Gift cards, and items returned outside the periods above.

If you're ordering from outside the UK

The rights above are the ones given to UK consumers. If you're ordering from elsewhere you may have different or additional rights under your own local law, and nothing here limits them.