If you are not completely satisfied with your goods upon receipt of your order, you will have 14 days to request an exchange or store credit. If 14 days have passed since receipt of your item, unfortunately, you are not eligible to open a request. 

To complete your exchange or store credit request, please email us at We will provide confirmation within 48-72 working hours. Once you have received confirmation from us, the item must be returned to us within 14 days (inclusive of the weekend) of receiving the confirmation. If the item is received after 14 days, then the return may be refused and returned to you.

To be eligible for an exchange or store credit, you must meet all the conditions outlined in our returns Terms and Guidelines at the bottom of this page.

We also highly recommend sending your return back on a tracked service and retaining this tracking information so you can follow the parcel back to us.

ActiveVault will not be responsible for the postage expenses of the return. This includes sending your order back to us and us sending your new items out to you, to which you will be charged a flat rate of £5.00.

International Returns

For any international returns, please clearly mark on the packaging that the parcel is "returned goods of no commercial value" to prevent the item from being held at customs. Any customs charges incurred are payable by you (the customer) and not by ActiveVault.

Please see below our returns Terms and Guidelines, any return that does not meet the criteria of our Terms and Guidelines will be refused.

  • All returned items must be in original, resalable condition (unworn, unwashed, complete with original tags and/or packaging if applicable.)
  • Please make sure all returned items are well packaged, so as not to be damaged in the post.
  • If returning footwear, please ensure the box is protected with an outer packaging layer. The box is part of the product, therefore any damage may result in the return being refused.
  • Returns to us must be returned no more than 7 days after receipt of the goods or without prior confirmation.
  • We are not responsible for the return shipping costs of the items.
  • We cannot take responsibility for items damaged or lost in the return transit. We strongly recommend using a tracked, insured postal service.
  • If returning an item from outside the UK, please clearly mark the package 'RETURNED GOODS', and ensure that the 'Return Goods' option is ticked on the customs declaration form, to prevent any import charges and taxes from being applied.
  • ActiveVault is NOT responsible for any return custom charges made.

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