Welcome Thank you for visiting VincentShoeStore.us and checking out our fun and fashionable shoes for cool kids! Your complete satisfaction with Vincent Shoes and your web store shopping experience is very important to us. To assist you, we in this FAQ section provide answers to frequently asked questions, including about exchanges & returns, shipping, shoe sizing & sizes, coupon codes, and other useful information you might not even have thought about asking! If you have any further questions about your order or our service, please call our Customer Service department toll free at 1-877-816-2368 or online at Contact Us and we will be happy to assist you. Sincerely, Your friends at Vincent Shoes

Exchanges & Returns

Vincent Shoes is committed to your highest satisfaction and if your Vincent purchase for any reason does not meet your expectations, we will be happy to exchange the item(s) or accept your return.

 

For items to be eligible for credit, the item(s) need to be returned/exchanged within 30 days of purchase and in re-stockable condition (unused and in their original, undamaged packaging). Please note that items listed as FINAL SALE are not eligible for returns or exchanges.

 

Important: A Return Authorization Number (RMA#) is required to return/exchange any item(s) or we will not be able to credit your account.

 

How to obtain an RMA number:

• Please contact our Customer Service team at 1-877-816-2368 or online at Contact Us to obtain the RMA # and instructions. You will need your order number, which shoes you’d like to return, and which shoes you like in exchange.
• For all returns and exchanges, we highly recommend merchandise to be shipped using a tracking number and insurance.

Please allow 1-2 billing cycles for the credit or refund to appear on your statement. Your credit will be issued to your original method of payment, less shipping and handling charges.

 

Items returned without an RMA, not in re-sellable condition, lacking original Vincent shoe box, or beyond 30 days from purchase will not be credited except at the discretion of Vincent Shoes, and if so be subject to a 25% restocking fee.

 

Please note that if you purchased your Vincent Shoes through an authorized retailer, see the retailer for all returns and exchanges.

 

Manufacturing Defects
Although very rare, manufacturing defects do occasionally occur. Defects usually appear within the first two weeks of wear. If you suspect your shoes may have a defect, please contact Vincent Shoes within 30 days of purchase. We will evaluate defects on a case by case basis. If it is determined that there is a valid manufacturing or related defect, Vincent Shoes will send a replacement of the defective merchandise or accept the item back for merchandise credit.

• When ordering shoes months or seasons in advance, please inspect for defects and try on all shoes before storing for later use. We are unable to accept returns or exchanges for defective products returned beyond 30 days, regardless of when your child began to wear them.
• Children’s shoes are expected to last an average of 2-4 months, due to growth patterns and heavy usage causing wear and tear. Frequently worn shoes will suffer from everyday wear and tear, and this is not considered a defect.

Shipping Rates

For shipping within the US, our rates are: a flat $10 for UPS Ground shipping and a flat $20 for UPS 2nd Day Air, regardless of how many items you buy. Ground shipping is FREE on orders of $75 and up. (We reserve the right to substitute UPS for another carrier at our discretion at any time.)

 

For our customers in Canada and Puerto Rico: Please call us at 877-816-2368 for more information about terms, rates and restrictions and to place your order.

Shoe Sizing & Sizes

Although shoes always vary some in sizing between different manufacturers, we always aim to have the Vincent Collection be true to size as measured in US sizes. Therefore, it is highly recommended that you order your Vincent shoes based on the appropriate US size rather than based on the European size scale.

 

Click here to download and print the Vincent Shoe Fitter's Guide to help you find the right Vincent shoe size.

Shoe Widths

Our shoes are generally designed to be wide because most kids’ feet are wide, making most of our styles fit children with normal-to-wide feet. However, some styles are designed to be narrower and best fit children with normal-to-narrow feet. Please contact Customer Service for style suggestions that best fit your child’s particular feet.

Sold Out Items

We only sell items that are physically available in our warehouse for immediate shipment. To check whether a certain item is in stock, simply attempt to add the item to your shopping cart. If you are able to add it to your shopping cart, then it means it is in stock and ready for immediate shipment. If you receive a message such as, “combination not available”, then the size and color combination you have chosen is sold out. At this time, we are unable to accept backorders or preorders for items that are not available in inventory.

Changing or Canceling an Order

There is a very short window of time between placing your order and submitting it for shipment. Once you submit an order, it can be changed only if it has not yet been submitted to our warehouse for picking, packing and shipping. Please contact us at 1-877-816-2368 or online at Contact Us to see if we are able to cancel or make changes to your order.

Coupon Codes

If you have a coupon/promotional code, please make sure to enter it in the "Promotional Code" field on the checkout page, not in the "Gift Certificate" field on the payment page.

Online Security

Our account management and checkout pages all have SSL encryption. The reason you don’t see the URL https://... (or a little yellow padlock icon) in your browser’s window is that these pages reside in a “frame” inside the rest of the website, “wrapped around” the checkout pages.

 

If you are on a checkout page and right click with your mouse, then select “Properties,” you will see that the page is encrypted and secure. You can also click on the “Certificate” button for SSL validation.

 

Our website and web store are also validated daily by ScanAlert’s HackerSafe testing and verification process. Their test ensures that it is not possible for a third party to “break in” to our site to obtain any customer or company information.

Privacy Policy

Vincent Shoes understand that your trust is our most important asset and takes the protection and proper use of your personal information seriously. We respect your privacy, and take great care to safeguard information in our possession. Your preferences for use of your information are our highest priority.

 

Vincent Shoes does not share customer information (including e-mail addresses) unless it is necessary to provide you with Vincent products or services, or we are legally required to do so.

 

Please refer to our Privacy Policy page for complete information.

Phone Orders

Although ordering directly from our web store is an easy and secure process, you are also welcome to order your Vincent shoes by phone by calling our Customer Service toll-free at 1-877-816-2368.

Requesting a Catalog

We do not currently produce and mail catalogs in printed form as our online web store serves as a catalog.

International Orders

We currently do not ship to outside of the United States, Canada(*) and Puerto Rico(*). . For information on Vincent shoes in other countries, please visit www.VincentShoeStore.com

 

(*) Please call us at 877-816-2368 for more information about terms, rates and restrictions and to place your order.

Contact Information

You are always welcome to contact us via phone, mail, or by using the form on our Contact Us page. We’d love to hear from you!

 

Mailing address
Vincent Shoes LLC
P.O. Box 30005
Raleigh, NC 27622

Toll free: 1-877-816-2368
Email: IHaveaQuestion@VincentShoeStore.us

 

Street Address
Vincent Shoes LLC
4141 Parklake Avenue, Suite 110
Raleigh, NC 27612