SHIPPING
Do you deliver to my country?
We deliver to almost all countries worldwide. Should you have any queries about delivery, please feel free to contact our Customer Service team.
How long does shipping take?
For shipping rates and estimated arrival times please navigate to the Shipping information page.
How much is shipping?
For shipping rates and estimated arrival times please navigate to the Shipping information page.
Can I change my delivery address?
At checkout we offer the option to ship to an address different to the billing address. However, for security reasons, this service is discretionary. We reserve the right to only ship to the billing address, or to verify details with our customers before shipping to a different address. We are unable to amend the delivery address once your order has been placed.
If you have made a mistake with your shipping details please contact our Customer Service team immediately.
How do I track my order?
You will receive an email once your order has been shipped, this will include your tracking number and courier details.
What shipping methods do you use?
Depending on where you are located we use Royal Mail, FedEx, DPD, DHL & Parcel Force for all orders.
We reserve the right to use an alternative shipping method where it makes more sense to do so.
RETURNS
How do I process a return?
To return your order, you must process a return request either by using the contact form found under ‘Contact Us’, or by emailing us directly at info@theactivevault.co.uk
What is your return policy?
For our full returns policy and returns terms & conditions please navigate to the 'Returns' page
How long will it take to recieve my return?
We aim to process returns within 7-10 working days of receiving them. Once your return has been processed, and provided we have the exchange items in stock, you should receive them within 3 working days. The overall expected time for an exchange can be up to 7 days upon receipt of the item.
Can you confirm that you have recieved my return?
We aim to process returns within 2 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you send the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Service team.
PAYMENTS
What payment methods do you accept?
You can use any of the methods listed below to pay for your order:
MasterCard
Visa
American Express
PayPal
JCB
Discover
LayBuy
When will I be charged for my order?
The full cost of the order will be charged as soon as it is placed.
What currency can I use?
All orders will be charged in GBP, however, for some countries we display an approximate conversion from this currency to local currencies. Local currencies are for display purposes only, and are calculated based on exchange rates that are updated daily.
PRODUCTS
Are all of your products authentic?
All orders will be charged in GBP, however, for some countries we display an approximate conversion from this currency to local currencies. Local currencies are for display purposes only, and are calculated based on exchange rates that are updated daily.
How are your products cheaper than retail?
We manage to provide you with 100% authentic items cheaper than retail by working with low profit margins. We have worked hard to build relationships to provide you with the best possible prices.
Are all your items brand new?
All products are brand new, with original accessories, such as tags, dust bags, and boxes, unless otherwise stated. Please read the description of all items for confirmation of what will be included in the sale. If the item is used this will be clearly stated in the product description.
How do I get more information on a product?
Navigate to the ‘Contact Us’ section of the website or email us directly at info@theactivevault.co.uk and our Customer Service team will provide you with the information you require.