Returns & Exchanges Policy
Condition of Items
At The Vault Creative, we curate a collection of vintage, one-of-a-kind, handcrafted, and collectible pieces selected for their character, craftsmanship, and individuality. Due to the nature of these items, slight imperfections, patina, variations in finish, age-related wear, and unique markings are to be expected and are considered part of each piece’s charm and authenticity.
We strive to provide accurate descriptions and photographs for every item. Additional photos, videos, measurements, and condition details are available upon request prior to purchase. We encourage clients to review all information carefully and contact us with any questions before completing an order.
Unless otherwise noted, pricing listed online or in our showroom does not include shipping, delivery, packaging, installation, taxes, or handling fees.
Returns & Exchanges
All sales through our website are considered final.
Because many of our pieces are vintage, custom, made-to-order, or one-of-a-kind, The Vault Creative does not accept returns or exchanges for buyer’s remorse, change of mind, styling preferences, minor variations in color or texture, or natural wear consistent with age and use.
We encourage all clients to ask questions and request additional information before purchasing. Our team is happy to provide additional images, condition details, and material information to help you make an informed decision.
Canceled orders are subject to a 16% restocking fee prior to shipment release. This applies to all purchases made through The Vault Creative, including purchases made online, through invoices, or directly through our showroom.
Please note that environmental conditions, use, handling, and maintenance can affect the longevity of furniture, lighting, textiles, artwork, and decorative objects. The Vault Creative does not provide warranties on vintage, refinished, customized, reupholstered, handcrafted, or made-to-order items once they leave our showroom or warehouse.
Refused Deliveries
If a shipment is refused upon delivery, The Vault Creative reserves the right to charge the customer for any associated costs incurred, including but not limited to return shipping fees, storage fees, redelivery fees, handling charges, and applicable restocking fees.
Shipment of Incorrect Item(s)
If you believe you received the wrong item, you must notify The Vault Creative within 72 hours of delivery by emailing us at: hello@thevaultcreative.com
Please include:
- Your order number
- Photos of the item received
- Photos of the packaging and shipping label
- A brief description of the issue
Once reviewed and approved, The Vault Creative will provide return instructions and, when applicable, ship the correct item at no additional cost, subject to availability.
Damaged or Defective Items
A product may be considered “damaged” if it arrives with substantial visible damage that affects the functionality or structural integrity of the piece.
A product may be considered “defective” if it fails to function as intended under normal use within 24 hours of receipt.
The following are not considered defects or damages:
- Natural material variations
- Wood grain, knots, veining, bubbles in glass, or tonal inconsistencies
- Slight differences in color due to photography or screen settings
- Vintage wear, patina, scratches, oxidation, irregular finishes, or evidence of age and use
- Variations inherent to handmade or artisan-crafted products
- Damage caused by improper handling, installation, misuse, neglect, or failure to follow care instructions
Claims for damaged or defective items must be submitted within 48 hours of delivery by emailing: hello@thevaultcreative.com
Please include:
- At least 2–4 clear photos of the item and packaging
- A description of the damage or defect
- Your order number
Returns or claims submitted outside this timeframe may not be eligible for review.
Upon receiving your claim, our team will investigate and determine the appropriate resolution at our sole discretion. Please allow 3–5 business days for inspection and review.
Lost Shipments
If your shipment has not arrived within 48 hours of the expected delivery date, please contact us at:
A shipment may be considered “lost” if the shipping carrier cannot locate the package or provide reliable tracking updates.
Lost shipment claims do not include:
- Packages marked as delivered
- Theft after delivery
- Incorrect shipping information provided by the customer
- Delivery delays caused by carriers, weather, customs, or other external circumstances
Before submitting a claim, please:
- Verify your shipping address
- Check around the delivery location
- Confirm whether someone else accepted the package
- Contact the carrier directly
- Allow up to 48 additional hours, as some packages may be prematurely marked delivered
Claim Review & Resolution Process
All claims related to damaged, defective, incorrect, or lost items are reviewed by The Vault Creative. Determinations regarding eligibility, repairability, replacement availability, and resolution are made at our sole discretion.
If a claim is approved, The Vault Creative may choose to:
- Repair the item
- Replace the item, subject to availability
- Offer store credit
- Issue a refund when replacement or repair is not possible
Approved refunds or replacements will be processed only after the original item has been returned and inspected, when applicable.
Please allow 7–10 business days for return processing once the item is received. Refund timing may vary depending on your payment provider or financial institution.
At The Vault Creative, we are passionate collectors, designers, and storytellers drawn to timeless objects with history, texture, and soul. Every piece in our collection is thoughtfully sourced to celebrate craftsmanship, artistry, and the dialogue between past and present.