Refund policy
How to Return
VULCAN is committed to a simple, customer-focused returns experience. We do not refund to the original payment method; instead, eligible returns are refunded as store credit, which can be used on any future purchase at www.vulcan-store.com.
• Return Window: You have 14 calendar days from the date of delivery to request a return. We recommend trying on your order as soon as it arrives. Requests submitted after 14 days are not eligible.
• Return Request: All returns must begin with a formal request, either through your account on our website or by emailing info@vulcan-store.com. Once approved, we will email you detailed return instructions.
• Packaging: Items must be returned in their original condition with all tags attached and original packaging included. This helps us inspect and process your return quickly.
• Shipping Your Return: Once approved, you may use any reliable, trackable shipping carrier to return the parcel. Reply to your return instruction email with the tracking number and order number so we can monitor it.
• Return Shipping Costs: Return shipping is paid by the customer. We strongly recommend a tracked, insured service. VULCAN is not liable for lost, delayed, or damaged return shipments, and we are unable to reimburse return shipping fees.
• Return Address:
VULCAN COMPANY LIMITED
Room 704, 7/F, Block A, New Mandarin Plaza
14 Science Museum Road, Tsim Sha Tsui
Kowloon, Hong Kong
Email: info@vulcan-store.com
• Processing: Once we receive your return, please allow 3–5 business days for inspection. You will be notified by email once your return has been completed and your store credit issued.
Self Return Process
To start a return through your account:
1. Find the account login at the top right of our website.
2. Log in with the email you placed the order with. You will receive a 6-digit verification code by email.
3. Locate your order in your account.
4. Click on the order and select “Request Return.” Choose a reason — a reason is required for us to process your return.
5. Submit your request. Allow 1–3 business days for our team to review it. We may ask for additional photos or video to support your request.
6. Once approved, you will receive return instructions by email.
VULCAN follows a no-paper policy to reduce waste, so no return slip is included in your shipment. Please initiate returns through your account or by email at info@vulcan-store.com.
Return Eligibility
• Inspect your delivery before removing tags or disposing of original packaging.
• Items must be returned unworn, unwashed, undamaged, and unused, with all tags attached, to be eligible for store credit.
• We can only accept returns from within the same country your order was originally delivered to. Cross-border returns may incur additional duties.
• Footwear and accessories must be returned unmarked, unscuffed, and in their original undamaged boxes, placed inside a protective shipping box.
• Any designer packaging, authenticity cards, or hardware included with the product must be returned as part of the item.
• We strongly recommend returning items in their original packaging for transit protection.
Refunds
• Refunds are issued as store credit for the value of the product(s). Deductions may be made if there is evidence of use, wear, or damage.
• Sale items and items marked as final sale are not eligible for return or refund.
• Store credit is saved to your account and emailed to you as a code. It is valid for 12 months from the date of issuance and may be used on any future order at www.vulcan-store.com.
• If you have questions about a refund or store credit, please contact info@vulcan-store.com.
Store Credit Process
• Once we receive your return, we will inspect it within 1–3 business days.
• If the return meets our policy, we will issue your store credit.
• If the return does not meet our policy, VULCAN reserves the right to deduct an appropriate amount from the credit issued, or to decline the return.
• Please allow 5–10 business days for the credit to be reflected in your account. You will receive an email confirmation with your store credit code.
How to Use Your Store Credit
7. Log in to your account.
8. At checkout, select “Apply Store Credit” as your payment method.
9. Store credit will be applied automatically to your order total.
10. If the order total is greater than your store credit, you may pay the remainder using another payment method.
11. Any unused store credit will remain available for future orders within its 12-month validity period.
Questions
For any questions or assistance with a return, please contact our team at info@vulcan-store.com.