Thank you for choosing Custom Vault. This policy outlines how we handle orders, shipping, cancellations, and returns to ensure your experience with us is efficient and transparent.

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Order Processing

To ensure timely dispatch:

  • Orders placed before 12:00 PM (UK time) for in-stock items will generally be processed and shipped on the same business day.
  • For collection from our warehouse, orders must be placed by 6:00 PM the previous business day.
  • Warehouse collections are available Monday to Friday, 1:00 PM–5:00 PM (UK time), by prior appointment only. Walk-ins are not accommodated.

*Orders may be subject to identity or payment verification before dispatch or pickup is confirmed.

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Order Acceptance

Custom Vault reserves the right to:

  • Cancel or reject any order at its sole discretion.
  • Limit quantities ordered.
  • Request additional information before processing.

An email confirmation of your order does not constitute acceptance, only confirmation that we received your request. If your order is cancelled after payment has been taken, we will issue a full refund promptly.

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Shipping & Delivery

We ship globally via reliable carriers such as Royal Mail, DPD, FedEx, or UPS, depending on your location and the product. Some items may have shipping restrictions due to weight, size, customs regulations, or carrier limitations.

Estimated delivery dates and shipping costs will be calculated during checkout. Custom Vault is not responsible for delays or issues during transit, including customs clearance delays or seizures. If you need assistance with a specific delivery method not listed on the checkout page, please contact our customer service team at [Insert Contact Details].

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Risk of Loss and Title

Ownership and responsibility for goods transfer to the customer once the package is handed over to the shipping provider at our dispatch location.

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Product Availability

Due to high demand or supply chain constraints, some items may become unavailable after your order is placed. In such cases, we will cancel the item(s) and issue a full refund for the affected products.

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Returns & Exchanges

We accept returns under the following conditions:

Eligible Returns

  • Items received that differ from your original invoice.
  • Unused, non-sale items in original packaging.
  • Items damaged in transit (must include photos of the damaged product and original shipping box).

Please note: For cases of partial damage (e.g. a few glass jars in a case), we only replace the damaged portion on a 1:1 basis, not the full case.

Non-Returnable Items

  • Clearance or promotional products (final sale).
  • Items purchased with bulk or quantity discounts.
  • Bespoke/custom-made items.
  • Opened, used, or incomplete products.

Return Deadlines

  • You must notify us of your intent to return within 15 days of receiving the item(s).
  • Approved returns must be postmarked within 30 days of delivery.

Return Authorisation (RMA)

All returns must be authorised in advance. To begin the return process, please:

  1. Complete a Return Material Authorisation (RMA) Form, available on our website or from a member of our sales team.
  2. If your return is due to a defective or incorrect item that is our responsibility, we will assist in completing the form.

Returns without an approved RMA form will not be processed.

Return Packaging and Costs

Items must be returned in their original packaging, including the outer delivery box. Unless Custom Vault is at fault, the customer is responsible for return shipping costs. We are not liable for lost, stolen, or damaged return shipments. If we reject your return and the product is damaged in transit back to you, we are not responsible for further claims.

Inspection and Refunds

All returns are subject to inspection. Approval depends on the product meeting our return conditions. If your return is rejected, we will notify you and offer:

  • Return shipping (at your cost), or
  • Disposal of the item(s) upon your written instruction.

Restocking Fee

A 30% restocking fee will be applied to all accepted returns, deducted from your refund.

Refund Processing

Once approved, refunds are issued within 5 business days. Funds will be credited to your original method of payment. Please allow:

  • 2-3 weeks from the return shipment date for processing, and
  • 1-2 billing cycles for the refund to appear on your statement.
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Need Help?

For any queries regarding this policy or assistance with your return:

Email: info@customvault.com