FREE DELIVERY
FAQ
Frequently Asked Questions
Where do you ship from?
Orders are prepared and dispatched from our fulfilment partner in mainland China. It is why customers in Hong Kong and Singapore receive their orders within days.
Do you ship internationally?
Yes. We ship worldwide.
How long will my order take?
Every order is prepared and inspected before dispatch, which takes 1–3 business days. The times below are totals from the moment you order, including that preparation. Each product page also shows the estimated delivery dates for an order placed today.
- Hong Kong: 3–5 business days
- Singapore: 3–5 business days
- Japan & South Korea: 3–7 business days
- Rest of Asia: 5–13 business days
- United Kingdom & Europe: 7–15 business days
- United States & Canada: 8–17 business days
- Middle East: 8–17 business days
- Australia & New Zealand: 9–18 business days
- Rest of World: 11–23 business days
These are estimates and may vary during peak periods or because of customs procedures in the destination country.
Will I have to pay import VAT, duty or customs charges?
Hong Kong: no. Hong Kong is a free port and charges no duty or sales tax on clothing, so the price you see is the price you pay. Singapore: no. GST and any duty are included in the price and settled by us before dispatch, so there is nothing to pay on arrival. Elsewhere: where duties and taxes are shown and charged at checkout they are included; where they are not, local customs charges may apply on delivery. See our Shipping Policy.
Is delivery free?
In Hong Kong and Singapore, delivery is complimentary on every order with no minimum spend. Elsewhere it applies automatically above a threshold that varies by market, shown on the product page and at checkout. Orders below the threshold are charged a flat rate shown at checkout.
I am ordering to South Korea. Is anything else needed?
Yes. Korean customs requires a Personal Customs Clearance Code (개인통관고유부호) for all personal imports. Please enter yours in the cart before checkout. It is free to obtain at unipass.customs.go.kr and takes a few minutes.
What if the size is wrong?
The VAËL Fit Promise: we exchange it, both ways, at our cost, within 30 days of delivery. Email returns@vaelparis.com with your order number, the item and the size you need; we arrange collection or send a prepaid label and dispatch the new size at our cost.
Can I return an item?
Yes. You may request a return within 30 days of delivery in accordance with our Returns & Refunds Policy. In Hong Kong and Singapore returns are free: we collect the parcel or send you a prepaid label. EU consumers also have a 14-day withdrawal right for online purchases.
How do I start a return or exchange?
Email returns@vaelparis.com with your order number and the item(s) concerned, or use the Start a Return page. We reply with the collection arrangement or label.
What if my item arrives damaged or incorrect?
Contact us within 30 days of delivery with your order number and photographs of the issue. We put it right at our cost.
What is the sign-up credit?
In Hong Kong and Singapore, create an account with your email (the sign-up form in the footer, the pop-up or the cart) and we add store credit to it: HK$300 in Hong Kong, S$50 in Singapore. It is store credit, not a discount code: sign in with the same email at checkout and apply it under Store credit. It can be used on any order, is valid for 14 days from the day it is added, is limited to one per person and cannot be exchanged for cash.
How can I contact you?
Email support@vaelparis.com. We aim to respond within 1–2 business days.