Refund policy

Returns & Refund Policy

Last updated: April 2026

Overview

At Cambridge Designer Vault, we take great care in curating and authenticating every item in our collection. Due to the exclusive and high-value nature of our products, we have a carefully considered returns policy to protect both our customers and the integrity of our items.

Returns

We accept returns within 14 days of delivery, provided the item meets the following conditions:

  • The item is in its original, unused condition with all tags, dust bags, authenticity cards, and original packaging intact
  • The item has not been worn, used, altered, or damaged
  • A valid proof of purchase is provided
  • The return is pre-authorised by contacting us before sending the item back

Items that do not meet these conditions will not be accepted and will be returned to the sender.

Non-Returnable Items

The following items are non-returnable:

  • Items marked as Final Sale
  • Items purchased via bespoke sourcing or special order requests
  • Items where original packaging, authenticity cards, or dust bags are missing or damaged

How to Request a Return

To initiate a return, please contact us at info@cambridgedesignervault.com within 14 days of receiving your order. Include your order number, reason for return, and photographs of the item. We will respond within 2 business days with return instructions.

Return Shipping

  • If the item is faulty, damaged in transit, or incorrect — Cambridge Designer Vault will cover the cost of return shipping.
  • If the return is due to a change of mind — The customer is responsible for return shipping costs. We require a valid tracking number for all returns; Cambridge Designer Vault is not responsible for lost parcels without tracking. We recommend using a fully tracked and insured service, as we cannot accept liability for items lost or damaged in transit back to us.

Refunds

Once your return is received and inspected, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note that original shipping costs are non-refundable.

Refund Method

Refunds will always be issued to the original payment method used at the time of purchase:

  • Credit/Debit Card payments — refunded to the original card within 5–10 business days, depending on your bank or card provider
  • Shop Pay — refunded to the original payment method linked to your Shop Pay account. If paid via Shop Pay Instalments, your refund will be processed in accordance with Affirm's refund policy, and your remaining instalments may be adjusted accordingly
  • Gift Cards — if your order was paid fully or partially with a gift card, the refund will be returned to the original gift card. If the gift card has expired or is no longer valid, please contact us at info@cambridgedesignervault.com to arrange an alternative resolution

Please note that Cambridge Designer Vault does not have control over the processing times of your bank, card provider, or Shop Pay and cannot expedite refunds once they have been issued from our end.

Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please return the original item (subject to the conditions above) and place a new order.

Damaged or Incorrect Items

If you receive an item that is damaged in transit or incorrect, please contact us within 48 hours of delivery with photographic evidence. We will resolve this as a priority.

Your Right to Cancel (Consumer Contracts Regulations 2013)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, without providing a reason. To exercise this right, you must notify us in writing at info@cambridgedesignervault.com within this 14-day period.

Once you have notified us of your cancellation, you have a further 14 days to return the item to us. A refund, including the original standard delivery cost, will be processed within 14 days of us receiving the returned item, provided it meets our return conditions above.

Please note that you are responsible for the cost of returning the item unless it is faulty or incorrect.

Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.