How to shop

WHAT PAYMENT METHODS DOES VITKAC.COM ACCEPT?

Payment methods may vary depending on the country of delivery. The basic method is credit and debit cards such as American Express, Visa, Master Card, Maestro. At the same time, we use many local payment methods that may be available in selected markets, include Buy Now Pay Later options. The full list is available in the basket at the stage of choosing the payment method.
IS IT SAFE TO USE MY CREDIT CARD ONLINE AT VTIKAC.COM?

We take security very seriously and our payment process uses the most advanced coding methods.
WHICH CURRENCY CAN I BUY IN?

In the vitkac.com store, you can make purchases in different currencies depending on the location of the delivery address. To check which currency applies in your region, set the appropriate delivery country in the store menu.
HOW DO I KNOW WHICH ITEMS ARE IN STOCK?

All items shown on the website are in stock. However, putting an item in your shopping basket does not reserve it for you.
I HAVE SEEN AN ITEM IN YOUR STORE. CAN I ORDER IT ONLINE?

The vast majority of products available in physical stores are also available in the online store. However, some products may be marked as available exclusively in physical stores and cannot be purchased online. Before making a purchase, check the availability of the selected product and size on the website or in the app.
CAN I RESERVE AN ITEM TO BUY LATER?

At the moment we do not provide a holding service at our online store.
WILL MY PERSONAL INFORMATION BE KEPT PRIVATE?

We guarantee that all personal data will be kept private and confidential, and that we will never give out any of your information without your consent. For further details, please see the VITKAC privacy policy.

Orders and Shipping

HOW DO I MAKE A PURCHASE ON VITKAC.COM?

Before starting your shopping, we recommend reading the terms. You can make a purchase on vitkac.com as a registered customer or without creating an account. Select the product and size, add it to the cart, and then proceed to checkout. Provide the details required for delivery, choose a payment method, and confirm the purchase. Creating an account is not required, but it allows you to track orders more conveniently, manage your details, and use additional features available to logged-in customers.
CAN I CANCEL MY ORDER?

Vitkac.com is happy to accept cancellations up to the time when your order has been prepared and ready to ship. After that, you cannot cancel your order, but you may return it. Please refer to our cancellations page for instructions on how to return in item.
WHEN WILL I BE CHARGED?

You will be charged when your order has been processed and you have received confirmation e-mail.
HOW MUCH WILL I BE CHARGED FOR SHIPPING?

You will have a price quote below your basket – this will be adjusted once you choose your delivery address.
WILL THERE BE ADDITIONAL DUTIES OR TAXES PAYABLE ON MY PURCHASE?

Taxes and duties are calculated according to your shipping destination. To ensure that the most accurate pricing, taxes and delivery costs are displayed, please choose your delivery address at checkout. The total at the checkout page will then display detailed breakdown of the costs.
HOW DO I TRACK THE DELIVERY OF MY ORDER?

You will receive regular e-mail updates on the delivery status of your order. You can also check the status of an order on chosen courier's website or Vitkac.com. Link to track your order will also be sent to you in an e-mail.
WHY DON'T YOU HAVE THE ITEM I'VE ARLEADY ADDED TO MY SHOPPING BAG?

We offer an unrivalled range of designer products, which means that the quantities of each piece are very limited. We keep our website stock synchronised with the boutiques so if an item is available online it should be in stock at the store. However, if an item is sold in store and online simultaneously, our stock information may be temporarily inaccurate.
DO YOU SHIP TO MY COUNTRY?

Full list of countries where we currently ship to is available at www.vitkac.com/en/country
CAN VITKAC.COM SHIP TO MORE THAN ONE ADDRESS IN A SINGLE ORDER?

We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination. Do not hesitate to contact our Customer Services team if you have any more queries.
HOW LONG WILL IT BE BEFORE I RECEIVE MY ORDER?

Once your payment details have been verified and approved, we will ship your order with the service you have selected. Please refer to our shipping section for more information.
HOW CAN I WITHDRAW FROM THE CONTRACT?

For users who are not logged in: To withdraw from the contract, go to the page , then enter the order number and the e-mail address used for the purchase. On this basis, we will send you an individual link to the contract withdrawal form.

For logged-in users: Log in to your account and go to your order history. For the selected order, choose the option „Withdraw from the contract”, then confirm the withdrawal according to the instructions on the screen.

Returns and Refunds

CAN I RETURN MY ORDER?

You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you, or a third party other than the carrier and indicated by you acquires, and come into a physical possession of the goods ordered.

Vitkac.com offers a free collection service to customers. To use this service, you will need to book a returns pick-up within five days of receiving your order.
I RETURNED AN ITEM. WHEN WILL I RECEIVE MY REFUND?

It is up to the bank how soon your refund will be processed. It can take up to 14 days.
WILL CUSTOM DUTIES, SALES TAX OR VAT BE REFUNDED ON A RETURN?

Refunds will be processed back to the credit card number or bank account number that was used to place the order. All additional charges and taxes are included in the refund if your order's shipping address is within the European Union. Outside of the EU, duties and sales taxes are not refundable. You can recover these costs by contacting your local customs office directly.

Full delivery costs are reimbursed to the credit card number or bank account number if the return package was sent at the customer's expense. At the same time, the customer may order the payment of the delivery costs from the customer to the store using the return label included within the package. In such a case, the aforementioned costs will be covered by the delivery funds of the package from the store to the customer and therefore are not refundable.
MY ORDER WAS CANCELLED. WHEN WILL I RECEIVE A REFUND?

It is up to the bank how soon your refund will be processed. It can take up to 14 days.
CAN I EXCHANGE MY ITEM?

We do not offer exchanges. Please return your order and place a new one.
HOW CAN I RETURN MY ORDER?

1. Order with shippment

If you are a registered user, please use the “order” tab in “my account” section. Select the appropriate order and select the products you want to return. Then follow the instructions. If you are not a registered user, you will find a link to the page where you can make a return in the e-mail that informed you that the order was delivered.

2. Order with personal collection

Return directly to the store is only possible if the store was indicated as a pickup location - in person or by the courier. In this case, shipping costs will be covered by you.

SIZE AND FIT

HOW CAN I ACCESS SIZE CONVERSION CHARTS?

Check out our size guides by clicking on the Size Guide option located under the size selection menu, available on the product details page.
WHAT'S THE MATERIAL MY PRODUCT IS COMPOSED OF?

To get a better understanding of how you should take care of the product you want to buy, check Composition / Capacity option in product menu in lower part of product chart, below description. There you will find material composition.
WHY DO DESIGNER SIZES VARY?

International sizes may vary slightly when converted, and certain designers may have different fits, resulting in a larger or smaller size. This is why we offer specific information for each item.
HOW CAN I PROCEED IF THE ITEM I RECEIVED DOES NOT FIT ME PROPERLY?

If the item you receive doesn't fit, you can take advantage of our free return service. If you'd like to try a different size or style, you can easily place a new order through our website.
MY SIZE IS NO LONGER AVAILABLE, OR THE PRODUCT IS SOLD OUT. WHEN WILL IT BE BACK IN STOCK?

Unfortunately, we do not have information on whether the product will be restocked. Collections available on Vitkac.com are planned several months in advance and we do not have access to them from the online store. We encourage you to keep an eye on the website or use the "notify when available" option.

SALES AND PROMOTIONS

WHAT IS THE BEST WAY TO STAY INFORMED ABOUT THE LATEST PROMOTIONS?

If you want to be up to date on exclusive promotions, new arrivals, and early access to sales, we recommend signing up for our email newsletter.
HOW CAN I USE A PROMOTIONAL CODE?

Adding your items to your shopping cart is all you need to do. The promotional code will either be applied automatically, or you will need to enter it manually during checkout, depending on the type of promotion.
CAN ALL BRANDS BE PURCHASED WITH PROMOTIONAL DISCOUNTS?

No, promotional discounts are only applicable to selected brands and items. Since each VITKAC promotion is unique, we cannot provide a list of excluded brands and items. Nevertheless, items that are tagged or added to the promotions page may qualify for a promotional discount.
HOW CAN I DETERMINE IF MY ITEM QUALIFIES FOR A PROMOTION?

Products which are on promotion are listed on our webpage at SALE site. Also, when you reach the product chart you may see reduced price in red colour on it.
COULD I RECEIVE A NEW PROMO CODE IF MY PREVIOUS ONE HAS EXPIRED?

Unfortunately, our Customer Service team cannot renew or reactivate any expired promotional codes. Additionally, please note that promotional codes are non-transferable and have no cash value.

Vitkac Club

HOW CAN I JOIN THE VITKAC CLUB BONUS PROGRAM?

Vitkac Club is a program for registered customers. If you already have an account, visit the "How does the Vitkac Club work" page and click the "I accept the terms and conditions and join the program" button. You will receive an email confirming your membership.
WHAT ARE THE LEVELS OF THE PROGRAM AND HOW ARE THEY ACHIEVED?

The Vitkac Club bonus program includes the levels: Bronze, Silver, Gold, and Platinum, determined by the value of purchases made in the last 13 months. Here's how each level is achieved:
- Bronze: over 2000 PLN*
- Silver: over 5000 PLN*
- Gold: over 10000 PLN*
- Platinum: over 20000 PLN*

*For currencies other than PLN, the amounts correspond to the stated values.

The "Paper" level signifies membership without the ability to earn points, given to customers who haven't spent over 2000 PLN in the past 13 months.
HOW MANY POINTS WILL I RECEIVE FOR MY ORDER?

The number of points you earn depends on your membership level, with a specific percentage of your order's value being credited as points.
Bronze – 5%
Silver – 10%
Gold – 15%
Platinum – 20%
HOW TO USE POINTS?

Points can be used to purchase goods in the Vitkac online store. In your checkout, you will see the amount that can be used – you just need to approve it. This amount will correspond to the maximum possible discount or the number of points you have available. Remember that some items may not be eligible for a discount.
WHAT IS THE MAXIMUM DISCOUNT I CAN RECEIVE USING POINTS?

You can receive a maximum discount of 30%.
I HAVE A DISCOUNT CODE. CAN I USE IT TOGETHER WITH POINTS?

No, you cannot use a discount code and Vitkac Club points simultaneously.
I CAN'T USE MY POINTS. WHY?

You cannot use points on already discounted products. Some items, such as Streetwear Club products, are not eligible for discounts. It's also possible that your points are not yet active.
WHERE CAN I CHECK MY POINTS?

You can check your points in the "Points and Discounts" tab on your customer account.
DO POINTS RETURN TO MY ACCOUNT AFTER AN UNPAID OR INCORRECTLY PLACED ORDER?

If you used points and the order was not paid for, the points will return to your account. If this does not happen, please contact [email protected].
IF I RETURN AN ITEM, WILL THE POINTS BE REFUNDED TO MY ACCOUNT?

No. In the case of a return, points are not refunded to the customer's account.
WHY ARE MY POINTS BLOCKED?

After placing an order, points are locked. They will be activated/unfrozem 30 days after the order is paid for, provided it is not returned.
DO POINTS HAVE AN EXPIRATION DATE?

Yes. After activating your points, you have 90 days to use them. If you do not use them within this time, they will expire and disappear from your account.
ARE THERE ANY ADDITIONAL BENEFITS TO PARTICIPATING IN THE PROGRAM?

Members of the Vitkac Club receive early access to promotions and free shipping.
CAN I CANCEL MY VITKAC CLUB MEMBERSHIP?

If you wish to cancel, you certainly have that option. On your customer account under the "Program’s Levels" tab, you will find a "Cancel membership button. Remember that if you have active points, they will be permanently removed.
CAN I USE VITKAC CLUB POINTS IN STATIONARY STORES?

No. Vitkac Club points can only be used online. Loyalty card points, which are valid in stationary stores, do not merge with Vitkac Club points.

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The administrator of personal data is Vitkac - spółka z ograniczoną odpowiedzialnością w Warszawie, 01-401 Warszawa, ul. Górczewska 53. The personal data provided will be processed for the purpose of sending the ordered newsletter and for marketing purposes, i.e. pursuant to art. 6 par. 1 point b) and point f) Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of individuals with regard to the processing of personal data and on the free movement of such data and repealing Directive 95/46 / EC (so-called RODO). When data is processed, the data controller will pursue its legitimate interest in informing about its products and services. Personal data will be processed as long as you do not opt out of receiving the newsletter, and after that time may be processed during the period of limitation of any claims. Providing the data is voluntary, but it is necessary to order our newsletter. You have the right to request access to your personal data, rectification, deletion or limitation of processing, as well as the right to object to the processing, as well as the right to transfer your data and file a complaint to the supervisory body.

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