• Customer Care,

    F.A.Q.

    Can I change/cancel my order?

    We are extremely quick at packing up your order, which means we will not be able to make any changes or cancel your order once it has been confirmed.

     

    The product I love seems to have disappeared from your web shop, what happened?

    Unfortunately this means that this product is currently sold out. If you wish to receive more information about this product please contact our customer service team.

     

    Will I be charged customs and import charges?

    Orders that are being shipped outside of the European Union will be taxed by customs for import duties once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately we have no control over these charges and cannot tell you what the extra costs would be as customs and import duties vary widely from country to country. However, these fees do not go to Vlieger & Vandam but directly to your government. For an indication of the customs & import charges in your country you can check out www.dutycalculator.com. We advise you to calculate these costs before placing an order so you will not be surprised by any unexpected charges.

     

    Why was my order cancelled?

    A card issuer may sometimes cancel an order due to either your card having expired or because you entered the wrong card details. Whenever this problem occurs, please contact your credit card company directly as they do not tell us the reasons for the decline.

     

    Do you also have any store locations?

    We do! Please check the ‘Stores’ section at the bottom menu of our homepage to find an up-to-date list of all points of sale.  

       

    Do you ship to P.O. boxes?

    At this moment our courier is only able to deliver to P.O. boxes in Dubai. Except for this particular city we are not able to ship to P.O. boxes so please make sure you enter a valid address for delivery while placing an order online. 

        

    Is it possible to return items that are bought on sale?

    If you are not happy with your purchase it is of course no problem to return it. Returns must be made within 14 days after receiving the goods. All items must be returned new and unused in its original packaging (black dust bag and plain brown box) and with all Vlieger & Vandam tags still attached. Please make sure you fill in the enclosed return-form and include it in your parcel before shipping it back to us.

    Items that are damaged, used or soiled will not be accepted and will be sent back to you. In this case you will not receive a refund. If the product you received has a technical problem please contact our customer service team immediately.

    Once we received and accept your return in good condition we will inform you about it and will proceed to refund the amount of purchase as soon as possible. Please note that all costs that are made to return the goods are your own responsibility and will not be refunded.


    What packaging will my order be shipped in?


    All bags will be packed in a Vlieger & Vandam dust bag and plain brown box. Small leather goods are wrapped up in a dust bag and small envelope, ensuring that they are adequately protected during transport.


     

    Orders

    How do I place an order on your website?

    If you click on a product image you will be directed to the product page. You will be shown all details from the item you have selected. Once you decide to purchase the item, press ‘Add to cart’ and the item will be added to your shopping cart.  You can easily view your shopping cart by clicking ‘My Cart’ or the shoppingbag-icon on the upper right side of the webpage. As soon as you are ready to check out, click ‘Proceed to Checkout’ and fill in all the information needed to complete your order. After filling in all the information and agreeing to our Terms and Conditions, press the ‘Place order now’ button. Your order will have then been placed and you will be redirected to your bank’s secure payment page where you need to submit your payment information to complete the order. 

     

    How will I know if my order was received?

    A few minutes after completing your online order you will receive a confirmation e-mail including all details of your purchase. If after an hour you still have not received a confirmation by mail please contact our customer service team.

     

    Can I change/cancel my order?

    We are extremely quick at packing up your order, which means we will not be able to make any changes or cancel your order once it has been confirmed.

     

    Is it possible to return my goods?

    If you are not happy with your purchase it is of course no problem to return it. Returns must be made within 14 days after receiving the goods. All items must be returned new and unused in its original packaging (black dust bag and plain brown box) and with all Vlieger & Vandam tags still attached. Please make sure you fill in the enclosed return-form and include it in your parcel before shipping it back to us.

    Items that are damaged, used or soiled will not be accepted and will be sent back to you. In this case you will not receive a refund. If the product you received has a technical problem please contact our customer service team immediately.

    Once we received and accept your return in good condition we will inform you about it and will proceed to refund the amount of purchase as soon as possible. Please note that all costs that are made to return the goods are your own responsibility and will not be refunded.

     

    What packaging will my order be shipped in?


    All bags will be packed in a Vlieger & Vandam dust bag and plain brown box. Small leather goods are wrapped up in a dust bag and small envelope, ensuring that they are adequately protected during transport.

     

    Payments

    On our online shop we accept the following methods of payment:

    - PayPal

    - Ideal

    - Maestro

    - Visa

    - Mastercard

    - Mister Cash

    - GiroPay

    - Direct e-banking

      

    When will I be charged?

    As soon as your card is authorised, the payment will be taken from your account and you will receive an e-mail confirming that your order has been successfully placed and is now ready to ship.

    If your card is not authorised, the payment will not be taken and the order will be cancelled.

    Please note that sometimes, even when your payment is not authorised, it may look like Vlieger & Vandam has taken the money from your account as some card issuers reserve the money for a short period of time.

     

    My payment has been declined

    Whenever you are having trouble completing your order please check if all the information entered is correct (name of cardholder, card details, expiry date and billing address).

    If after double checking your card issuer is still declining, we would suggest to contact them directly as they do not tell us the reason why they are doing this.

    If you have tried all of the above with no success, we advise you to try using a different card or payment method. If you continue to have issues paying for your online order feel free to contact our customer service team who will do their best to help you solve this problem.

     

    Will I be charged customs and import charges?

    Orders that are being shipped outside of the European Union will be taxed by customs for import duties once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately we have no control over these charges and cannot tell you what the extra costs would be, as customs and import duties vary widely from country to country. However, these fees do not go to Vlieger & Vandam but directly to your government. For an indication of the customs and import charges in your country you can check www.dutycalculator.com. We advise you to calculate these costs before placing an order so you will not be surprised by any unexpected charges.

     

    How do I use my promo code?

    On the ‘Checkout’ page you will see a ‘Coupon code’ space below the summary of your order– simply fill in your code here and press 'Apply Coupon' to submit.  Before proceeding, you must fill in your promo code as it cannot be applied later on. Once you have entered your code it will apply to your order. You will see that the ‘Grand Total’ price of your order has been amended. You can only use 1 promo code per order.

     

    Will I be charged if I want to return my package?

    Once you decide to return your package we will send you a refund of the total amount of purchase. Extra costs that will be made to ship your package back to Vlieger & Vandam are your own responsibility and will not be refunded. 

     

    Shipping

    * For orders to Russia: our courier is only able to deliver packages to Moscow and St. Petersburg 


    How can I track my parcel?

    As soon as we ship your order you will receive an e-mail from UPS or PostNL including a tracking number. Simply go to their website and enter the tracking number provided to follow your package until it has reached its destination. If you are having trouble logging onto their websites please contact our customer service team who will be happy to help you.

     

    Can I change my shipping address?

    We are extremely quick at packing up your order, which means we will not be able to make any address changes once your order has been confirmed.

     

    Will I be charged customs and import charges?

    Orders that are being shipped outside of the European Union will be taxed by customs for import duties once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately we have no control over these charges and cannot tell you what the extra costs would be, as customs and import duties vary widely from country to country. However, these fees do not go to Vlieger & Vandam but directly to your government. For an indication of the customs and import charges in your country you can check www.dutycalculator.com. We advise you to calculate these costs before placing an order so you will not be surprised by any unexpected charges.

     

    Undeliverable or unaccepted parcels

    If for any reason our courier is not able to deliver your package or if for any reason you decide to reject it, you will be contacted by our customer service team for clarification. If, after a few attempts, our UPS courier is still unable to deliver the package it will be sent back to us in The Netherlands. We will then apply a charge of €30,00 to cover the costs incurred as a result of the parcel not being delivered or accepted.

     

    Do you ship to P.O. boxes?

    At this moment our courier is only able to deliver to P.O. boxes in Dubai. 

     

    Returns

    Return policy

    If you are not happy with your purchase it is of course no problem to return it. Returns must be made within 14 days after receiving the goods. All items must be returned new and unused in their original packaging (black dust bag and plain brown box) and with all Vlieger & Vandam tags still attached. Please make sure you fill in the enclosed return-form and include it in your parcel before shipping it back to us.

    Items that are damaged, used or soiled will not be accepted and will be sent back to you. In this case you will not receive a refund. If the product you received has a technical problem please contact our customer service team immediately.

    Once we received and accept your return in good condition we will inform you about it and will proceed to refund the amount of purchase as soon as possible. Please note that all costs that are made to return the goods are your own responsibility and will not be refunded.

     

    How can I return my goods?

    Every order we sent out includes a return-form in its parcel. Make sure you fill in this form and include it in your parcel before shipping it back to us. All returns must be sent to the address mentioned on our return-form. You can use your local postal service to send the package back to Vlieger & Vandam. As soon as we receive your return a confirmation e-mail will be sent by our customer service team.

     

    Can I exchange my item?

    Unfortunately we are not able to exchange items. When you decide you want a different item than the one you received, please return the unwanted item for a refund and place a new order online.

     

    Is it possible to return items that are bought on sale?

    Yes it is. If you are not happy with your purchase it is of course no problem to return it. Returns must be made within 14 days after receiving the goods. All items must be returned new and unused in its original packaging (black dust bag and plain brown box) and with all Vlieger & Vandam tags still attached. Please make sure you fill in the enclosed return-form and include it in your parcel before shipping it back to us.

    Items that are damaged, used or soiled will not be accepted and will be sent back to you. In this case you will not receive a refund. If the product you received has a technical problem please contact our customer service team immediately.

    Once we received and accept your return in good condition we will inform you about it and will proceed to refund the amount of purchase as soon as possible. Please note that all costs that are made to return the goods are your own responsibility and will not be refunded.

     

    Refunds

    Once we received your return in good order we will refund the amount of purchase as soon as possible. It may take up to a few days before the money appears back into your bank account. Please note that all extra costs made to return your goods are your own responsibility and will not be refunded.

     

    Care guide

    At Vlieger & Vandam, we only uses natural leathers for our products. We always try to select the best parts of the leather but sometimes natural remarks of leather like scratches, scars or bug bites might be shown in a hide. These remarks show the value of the natural product 'leather'. 

     

    Do’s

    -       Use leather protector or leather balsam to make the leather waterproof

    -       To clean and maintain the appearance of the leather please use leather cleaner or shampoo

    -       Always store your bag in the dust bag provided when not in use

    -       Try to avoid rain and direct contact with heat, oil and direct sunlight. Humidity, salt and atmospheric agents in general can cause permanent and irreversible wear and tear

    -       To make zippers run smoothly rub them with candle-grease

    -       You can use silicone spray to maintain the appearance of all studs and trims

     

    Don’ts

    -       To avoid any problems don’t take your Guardian Angel bag on a plane as hand luggage or to a bank to get cash

    -       Don’t use your Guardian Angel bag for any self-defence purposes

     

    Counterfeit

    We are aware of the growing problem of counterfeit websites that appear online selling illegally produced Vlieger & Vandam imitation products. Authentic Vlieger & Vandam bags and accessories are only available at our online web shop and authorized resellers (see our Store Locator).

     

    The first thing to be aware of is that although Vlieger & Vandam seriously pursues any counterfeit sites, counterfeit resellers regularly change the name of their website and URL and re-enter the market under a different identity, so please remain aware. Below some information to help you identify and avoid counterfeit sellers.

     

    What is counterfeit?

    Counterfeit products are fake replicas of the real product. They are often produced with the intent to take advantage of the superior value of the imitated product.

     

    How do I recognize a counterfeit Vlieger & Vandam product?

    The quality of these products is often very poor, most of the times they are not even made of real leather. When you purchase a Vlieger & Vandam product from a website or store that is not mentioned in the Store Locater on this website, you need to be very aware of what you are buying and who you are buying it from.

     

    My account

    Account benefits

    - Enjoy a faster checkout process when purchasing one of our products

    - Save multiple shipping addresses

    - Track and trace your new orders

    - Access your order history

     

    How to create an account

    If you go to ‘My Account’ on our webpage, choose the option ‘Create an Account’ and fill in all the information required. When everything is filled in, press submit to create your account.

    After submitting you will receive a confirmation e-mail informing you that your account has been created.

     

    I forgot my password

    If you fail to log in because you cannot remember your password, just go to the login page and press ‘Forgot your password?’. You will then be asked to enter your e-mail address. We will then send you an e-mail including a link where you can reset your password. If you continue having trouble logging in, feel free to contact our customer service team and they will try to find a solution.

     

    How do I unsubscribe to your newsletter?

    If you no longer wish to receive the Vlieger & Vandam newsletter you can simply unsubscribe by clicking on the ‘unsubscribe’ link at the bottom of every newsletter.

     

    Contact

    If you have any problems or questions about your order you can always contact our customer service team at:

     

    Telephone

    0031 - (0)20 - 7895265 (Monday - Friday 9 a.m. - 5.30 p.m. CET)

     

    E-mail

    customerservice@vliegervandam.com