Frequently Asked Questions

 
Click the question bars below to find answers to our most frequently asked questions.

 

V3 Apparel get in touch GET IN TOUCH

How can I contact customer support?
Hopefully, this comprehensive FAQ page will provide you with the help you need for all of your queries. However, if you need any additional help please feel free to get in touch with our customer support team through the channels provided below. Simply click and chat.

 TECHNICAL

Are my details safe when ordering online at V3Apparel.com?
We take online security very seriously and we're dedicated to providing a secure shopping experience for our customers. Below you will find the methods we take to ensure your sensitive information remains secure and safe:
SSL Certification
When shopping online at V3Apparel.com you can rest assured that a secure connection will be established on all V3Apparel.com pages, ensuring your sensitive data; name, address, card and payment details are always encrypted and not intercepted as it goes over the network.
Ensure a secure connection when shopping online: the browser address bar will display a lock icon "V3 Apparel safe and secure shopping" and the web page you are browsing should begin with "https://" to confirm that your data is being protected through SSL encryption. 
PCI Compliant
V3Apparel.com is proud to announce that we are PCI compliant. The Payment Card Industry Data Security Standard (PCI DSS) is a set of security standards created to increase controls around credit card data to reduce credit card fraud. Designed to ensure that all companies that accept, process, store or transmit credit card information maintain a secure environment, V3Apparel.com is compliant with all 6 categories:
  1. Maintain a Secure Network
  2. Protect Cardholder Data
  3. Maintain a Vulnerability Management Program
  4. Implement Strong Access Control Measures
  5. Regularly Monitor and Test Networks
  6. Maintain an Information Security Policy

We take fraud very seriously and all credit and debit cardholders are subject to validation and authorisation by our system and the card issuer.

I am unable to access/order from V3Apparel.com
We're sorry to hear that you've been experiencing technical problems with our online store.
If you're shopping on a desktop, check that your internet browser is up to date. Alternatively, you can try shopping with a different browser if you still experience problems.
For mobile devices - check that you have the latest updates for your operating system and ensure your internet browser app is up to date.
How do I create an account?
You can create an account with us by clicking the account icon "" at the top of any V3Apparel.com webpage.
Enter your details on the following page and confirm your account by clicking the link within your email. Alternatively, start shopping and set up your account when prompted at checkout.
I've forgotten my password, how do I reset it?
If you forget your password, don't worry, just select the 'forgot your password?' link at the account login page and we'll send you instructions on how to reset your password.

 PAYMENTS, PROMOS & GIFT CARDS

What methods of payment do you accept?
The following payment methods are accepted at V3Apparel.com:
V3 Apparel Payment options
Credit cards: Visa, MasterCard, American Express
Debit cards: Visa, MasterCard and American Express
Apple Pay: Using Safari browser on Mac and iOS devices
PayPal Express Checkout: At checkout, click the yellow PayPal button (shown below) to complete your purchase securely through PayPal.
    All payments are secure and encrypted and V3Apparel never stores your Credit card information.
      How can I shop using my local currency?
      V3Apparel.com supports a wide range of global currencies. Simply navigate to the top right-hand corner of any webpage and click on the currency code drop-down menu as seen in the image below. Click to select your preferred currency from the list available. This will change all V3Apparel.com prices to your chosen currency allowing you to shop with ease.
      V3Apparel.com currency dropdown menu
      Prices can be viewed in the following currencies:
        GBP - Pound Sterling
        EUR - Euros
        USD - US dollars
        CAD - Canadian Dollars
        AUD - Australian Dollars
        DKK - Danish Krone
        SEK - Swedish Krona
        NOK - Norwegian Krone
        INR - Indian Rupee
        SGD - Singapore Dollars
      Please note that all order payments will be processed in Pound Sterling to the most accurate conversion rate at checkout. 
      When will I be charged?
      Payment will be taken upon clicking the "confirm and pay" button at checkout. You will then receive an email which details your order summary and confirms that we have successfully received your order. 
      Do you have any promotional codes?
      Be sure to sign up for our newsletter here for the latest promotions, product updates and restock dates. We also share promotional codes on our social platforms so be sure to click the icons below to keep up to date with the latest promotions:
      V3 Apparel Instagram Page     V3 Apparel Twitter Page     V3 Apparel Facebook Page
      How do I add a discount code to my order?
      Discount codes are redeemed at checkout.
      To redeem:
      1. When you are ready to make your purchase, go to your shopping bag (or click on the bag icon "V3 Apparel Shopping Bag Icon" in the upper right corner of the page), then select "checkout"
      2. Enter your promotional code in the discount box provided. Mobile users will need to click on the drop-down box at the top of the page labelled "Click to view order summary and enter promo code" in order to view this discount box.
      3. Enter your code written exactly as you received it. please ensure that you do not add any extra spaces before or after the promotional code.
      4. After entering the code, click the arrow button to confirm.
      5. Valid discount codes are immediately applied to your order total and can be viewed in your order summary.
      We are unable to apply discount codes to any orders after the order has been placed. Only one discount code per order can be applied, this includes free delivery codes. Please contact our customer support if you're experiencing any issues with applying a discount code.
      Why won't my discount code work?
      All codes are case sensitive and will need to be entered exactly as received without any spaces. If your code is still not working please confirm the following:
      • You can only use one promotional code per order, this includes free shipping promotional codes.
      • Many of our promotional codes vary in their terms and conditions so please check these with each code you receive. Codes may only be valid for certain products or collections and many will have an expiration date. Discounts cannot be applied to gift vouchers.
      • Some codes will only work once per customer or for specific customers and countries only. The terms and conditions of the promotion/discount will state the terms of use.
      Do you offer gift cards?
      We do not offer gift cards at present.

      V3 Apparel Orders ORDERS

      I've tried to place an order but my payment was declined.
      We're sorry to hear that you're experiencing trouble processing your order. Please consult the common reasons payments are declined below and then take the recommended action to resolve your issue. If you are still unable to process your payment the best option is to try an alternative payment method.
      Payment Declined By Your Bank
      The most common reason is that your bank has declined the payment. It is normal procedure for banks to stop a payment which they may perceive to be unusually large, to a new recipient or for an overseas transaction.
      Resolve: Contact your bank and let them know that V3Apparel.com is a trusted recipient and that you wish to make a payment through V3Apparel.com. Once confirmed your next attempt should be successful.
      Check Your Payment Details
      If you are a returning customer, you may have saved your payment details when processing your previous order. We recommend logging into your account to ensure your payment details and billing address is correct and up to date. Also, ensure you enter the CSC or CVV code on the back of your card correctly during checkout and ensure your card has not expired.
      Verification Issue
      If your card is flagged as not secure or if you're having issues with your banks verification (Verified by Visa/Mastercard etc) it is best to contact your bank to confirm if there are any issues and to make sure your card is secure.
      Resolve: If this issue continues to persist, try an alternative method of payment such as PayPal or contact our customer support who will help set up an alternative method of payment for you.
      Insufficient Funds or Per-Transaction Limit
      Make sure that the payment account you're using is in good standing. Your bank will decline any payment if there are insufficient funds available in your account or if you have a per-transaction limit. 
      Resolve: Contact your bank to check your account or adjust your limits.
      Payment Declined by V3 Apparel
      In order to protect our customers from fraudulent activity we deny any payments that our system flags as potentially fraudulent. All credit and debit card holders are subject to validation and authorisation by our fraud system and the respective card issuer.
      Resolve: If this is the case, you will need to contact our customer support team who will help guide you further.
      Can I amend my order after I've placed it?
      We're really quick at packing your order which means we can't make any changes to the order items, delivery option, delivery address or payment method once your order has been placed and confirmed.
      Please thoroughly review your order before making your purchase. Changes can be made before you click 'confirm and pay' but past this point your items will be sent as per order confirmation.
      Can I change my delivery address after I've placed the order?
      We aim to process orders as quickly as possible, this means we cannot make any changes to your delivery address, delivery option or payment method once it has been confirmed. We are also unable to redirect any orders after they have been fulfilled for security reasons.
      How do I track my order?
      Standard delivery orders can not be tracked.
      Only orders completed with a tracked shipping option are eligible for this service. Please allow up to 24 hours to receive the tracking information via email. All Tracked & Signed deliveries can be tracked by clicking here.
      Where is my order?
      Please find our recommended delivery times here.
      I'm missing an item from my order, what do I do?
      If an item is missing from your order please contact our customer support team with your order number and order details. We will work to resolve this issue for you as quickly as possible.
      How can I cancel my order?
      We do our very best to provide easy cancellations whilst conforming with the relevant regulations. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) advise that you have fourteen calendar days from when you receive your order to cancel the contract with V3Apparel.com. We will issue you a with a full refund for the items purchased and the basic cost of standard delivery.
      To process your cancellation, we require written confirmation of cancellation from you letting us know that you wish to cancel your order under the Consumer Contracts Regulations 2013. You can confirm your cancellation by completing the cancellation form found here and sending it back to us via email or post.
      The fourteen calendar days above starts the day after you receive your order. As per the regulations noted, if you have paid for delivery we will refund the cost of standard delivery to your country even if you've paid using one of our quicker or tracked delivery options.
      If you have already received your order you will need to return the item(s) you wish to cancel back to us. Once you submit your cancellation form we will let you know how to send these back to us.
      Please ensure that items returned are unworn and in their original condition. All returned items are thoroughly inspected upon return. Any items worn, washed, consisting of distinct odours, blemishes or signs of wear and tear, covered in animal or human hair etc will not be accepted. We cannot accept returns on undergarments for hygiene reasons.
      We are not responsible for the safe return of items so please ensure any returned items are safely packed with a trackable return delivery option. We reserve the right to refuse any returned items that breach the above return requirements. In the unlikely event that an item is returned to us in an unsuitable position we may have to send the item back to you and without a refund.
      I received a faulty item in my order
      In the unlikely occasion that you received a faulty item, please contact customer support within 14 days of receiving your order quoting your full name, order number and fault details. We will then work quickly to resolve this matter for you.
      I have received an incorrect item in my order
      Please contact customer support with your name, order number and the incorrect item's name. We aim to resolve any issues as quickly as possible and will do our best to get the correct item sent out to you as soon as possible.
      Can I get a refund if the price has changed since I ordered it?
      Unfortunately, we are unable to refund the difference due to changes in trends, stock and demand.
      Can I return items purchased at an exhibition/pop-up shop?
      Unfortunately, V3Apparel products purchased at exhibitions or pop-up shops can only be returned for online store credit.

       DELIVERY

      Do you ship to military addresses?
      V3 Apparel are proud to support members of the armed forces and ship to the following military addresses -
      • AE - Armed Forces Europe
      AA - Armed Forces Americas
      AP - Armed Forces Pacific
      Due to additional security measures, orders are unable to be sent tracked. If you require further information or assistance please contact our customer support team.
      My order hasn't been delivered yet?
      For orders processed with standard delivery please consult the estimated delivery times for your location found here. If your estimated delivery date has passed and you have not received your order please contact customer support so we can help you further. Standard delivery orders are not tracked.
      If your order has been sent with a trackable service you'll receive a shipping confirmation email from our team which includes your tracking link and reference number. Simply click on your tracking link within the email and enter your reference number to view up to date information on the status of your order.
      How long will my order take to ship?
      All orders are shipped Monday - Friday excluding bank holidays and public holidays. Orders placed before 2:00 pm are dispatched the same working day, all others are shipped the next working day. Recommended delivery times can be viewed here.
      Will I be charged customs & import duties on my order?
      In most cases, customs or import duties are charged once the parcel reaches its destination country. V3 Apparel has no control over these charges and we are unable to provide an exact charge for any orders. Recipients are liable for all customs, import duties and local sale taxes levied by the country in which you reside. Payment for these fees is required in order to release your packages. Please familiarise yourself with your local customs and national postal service to prevent any unwanted charges. We recommend contacting your local customs office for more information.  Customers final order value as displayed on V3Apparel.com does not include any additional duties.
      What time will my order arrive exactly?
      Deliveries are made between 8 am and 9 pm (excluding weekends, Bank Holidays & Federal Holidays).

       REFUNDS, RETURNS & EXCHANGE

      I'm a UK customer, how can I return my item?
      We offer a 14 day returns period to give you peace of mind when shopping at our online store. This period starts the day you receive your original order. Please complete a returns form and include this within your return package. Without this information, we are unable to process your return.
      Items must be returned in their original condition with original hang tags attached, please view our returns policy here for more information. All goods are inspected upon return and we reserve the right to refuse any items that are not in the required condition. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send the item back to you and discount your refund for the standard delivery cost.
      If you would like to return your item for an exchange please include this information within the returns form. We will send your replacement to the original shipping address unless stated otherwise on the returns form. Refunds are issued against the original payment method used on your order. Please allow between 3 - 5 working days for returns to be processed.
      Postal charges for returns and exchanges are at the cost of the customer and we recommend keeping proof of postage until your return has been processed as V3 Apparel is not responsible for the safe return of any items.
      I'm an international customer, how do I return my item?
      We offer a 14 day returns period to give you peace of mind when shopping at our online store. This period starts the day you receive your original order, please complete a returns form and include this within your return package, without this information we are unable to process your return. Items must be returned in their original condition, see our full returns policy for more information. All goods are inspected upon return and we reserve the right to refuse any items that are not in original condition. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send the item back to you and discount your refund for the standard delivery cost. Please read our full returns policy for more information. As an international customer, we are unable to offer an exchange on returned items but you can return any items to us for a full refund and then place a new order for the colour, size or item you would prefer.
      When returning items be sure to make your parcel as "returned goods" to avoid being charged any duties. Unfortunately, we are unable to cover postage costs on returned orders and your parcel remains your responsibility until it arrives with us. We recommend using a tracked service and asking for proof of postage in the event that the parcel goes missing. We are not responsible for the safe return of items so please ensure any returned items are safely packed with a trackable return delivery option.
      We will send an email confirming that we've completed your return and inform you on whether a refund has been processed. This is usually done within 1 - 2 working days of receiving your return. Refunds are issued against the original payment method used on your order. Please allow between 3 - 5 working days for the funds to arrive in your account.
      Have you received my return?
      All returned packages are inspected upon receipt and customers will be notified by email of their return status. Where applicable, exchange items will be processed and shipped within 1-2 working days and refunds will be processed upon successful inspection. Please allow between 3-5 working days for the funds to return to your account.
      I would like to exchange my item
      UK Customers
      UK customers can exchange their items within 14 days of receiving their order for the following - The same product in a different size, colour or a product that is equal in value (in GBP) as the returned item. These exchanges are limited to stock availability; if the item is out of stock then a refund will be issued instead. To start your exchange, please complete a return form and include this within your return order. Without this information we are unable to take care of your exchange and will refund you the return item instead. Items must be returned in their original condition, see our full returns policy for more information.
      If you would like to return an item for a product of a different value (in GBP) then you will need to return your items for a refund and place a new order.
      International Customers
      As an international customer we are unable to offer an exchange on returned items but you can return any items to us for a full refund and then place a new order for the colour, size or item you would prefer. Please see "I'm an international customer, how do I return my item?" for more information on making a return.