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FAQs

Payment

What payment methods do you accept?

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We currently accept all major credit cards (VISA, Mastercard, American Express), payments via PayPal, Shopify Pay, Apple Pay and Google Pay. 

When is payment debited out of my card?

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Payment is only debited from your card when checkout is completed. 

Can I use multiple credit cards to place an order?

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We only accept one credit card per order. You are more than welcome to place separate orders with different cards. 

Why is my credit card being refused?

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The card in use may have expired. 

You may have exceeded the authorized credit limit. Please contact your bank.

Your billing address may differ from your shipping address. Please call your credit card company to verify your information. A mismatch can cause an inconvenience in all purchases. Always check that all fields are filled in correctly. 

You may have exceeded the authorized credit limit. Please contact your bank. 

Do I have to pay VAT/duties?

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VAT/duties may apply. Please contact your local customs office for more information.

Ordering

May I cancel/modify my order?

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If your purchase has not been processed we can cancel an order or edit your shipping details. Immediately contact our customer support desk at vintage@untitled1991.com

If you cancel your order after your order has been shipped from our premises, your order will need to be processed as a return. For more information, please head over to Returns.

We are unable to combine orders, alter sizes, add or remove pieces to an existing order once it has been placed. 

Where is my order confirmation?

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As soon as your order ships, you will receive an email confirmation to the email address you entered on your order.  If for some reason you did not receive an email, please check your spam folder. 

Why was my order cancelled?

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The item(s) that you ordered may no longer be available. If an item in your order is unavailable, you will be contacted within 24 to 48 hours about the cancellation. If your order contains additional items they will be shipped to you without the unavailable item. 

Shipping

Do you ship overseas?

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We currently ship to Europe, the USA and Canada. We're working hard on adding more overseas destinations to our list. Subscribe to our newsletter to be the first to find out about new shipping destinations.

Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals. 

How long does it take to ship my order from time of purchase?

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We strive to process all orders in 1-3 business days from when the order is received. 

How long will it take to get my order?

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It depends on where you are. Orders processed here in Europe take 2-5 business days to arrive. Overseas deliveries take 1-3 business days, but delays can occur caused by the customs department in your country. Delivery details will be provided in your confirmation email.

Can I track my order?

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Yes! Once your order has left our warehouse you will receive a tracking number by email. You can check the current status of your shipment. Alternatively, you can email us at vintage@untitled1991.com and we will track the order on your behalf. 

What shipping carrier do you use?

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We currently use DHL + UPS and might use some local carriers from time to time.

Is Untitled 1991 responsible for lost packages?

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If your package is lost in transit we will do everything we possibly can to assist you. 

We are not responsible for packages once proof of delivery is generated. 

What if my item is damaged, defective or incorrect?

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We're so sorry for the inconvenience! Please send us an email with your order number to vintage@untitled1991.com and include a picture of the damaged or wrong product. We’ll make sure to look after you! 

Returns

Can I return my order? Sales items included?

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Of course you can! You have 14 calendar days to change your mind and send back your order. We will then give you a full refund. And yes, sales items included.

For more information on returns, please visit our Returns page. 

Is there something I'm not allowed to return?

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We regret to inform you that no order cancellations or returns can be made on the following types of goods: 

- Intimate or sanitary goods (lingerie and swimwear) 

- Gift cards 

- Made-to-measure clothing and personalized goods 

- Goods specially ordered at the customer's request

How long does it take to process my return?

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Once we have received, inspected and approved your return, your refund will be processed within 14 business days. You will be notified via email at the address listed on your account when this transaction has taken place.  

Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. 

How do I return a gift?

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If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Please send an email with your order number to vintage@untitled1991.com

General

How do I find out about the condition of the piece I'm interested in?

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Please remember that we sell used items that have a history and were "previously loved". We always buy the best quality in terms of condition, however, it's important to realize that something that is 20 years old may show signs of minor wear, and to true vintage-lovers they are all the better for it! 

We carefully assess each piece and do our best to disclose any flaws that might be associated with each garment within the description of the item. Do not hesitate to write us at vintage@untitled1991.com if you need any additional information on the product's condition.

Condition Guide

Mint: Virtually no wear, mostly refers to vintage that has never been worn.

Excellent: Expected signs of wear, with consideration of the age, but hardly any signs of wear.

Very Good: Shows normal signs of wear expected for age with some minor visible problems but will not detract from wear.

Good: Garment has an obvious condition, but overall intact. Could use mending and/or cleaning.

We are happy to refund items returned within 14 days if they do not meet your expectations as set out in our product descriptions. 

I'm unsure about sizing?

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To ensure the best fit, we recommend referring to each style. There we include measurements for each piece, fit notes and information on model size. If you need further assistance, please contact us at vintage@untitled1991.com.

How often do you launch new products?

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We aim to release new arrivals every week, but dates can vary depending on product availability.

How can I find out about new arrivals?

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New arrivals are launched on our website every week. Remember: we carry only one of each piece and we do not offer the same piece in multiple sizes. 

You can also follow us on Instagram (@untitled1991_vintage) to be the first to know when our new arrivals drop. Or subscribe to our newsletter to get live updates on new arrivals, special offers, giveaways and more. 

I'm in love with something that is out of stock. What to do?

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If you see something you like, please contact us at vintage@untitled1991.com with a photo attached and we will try to source something similar in a future delivery.

Do you only sell online, or do you have a place I can visit?

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For the time being we only offer our vintage through this website. 

Do you ever do giveaways or contests?

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Yes, we run official giveaways and contests on our social channels (@untitled1991_vintage), as well as announce them via email (subscribe for access). 

Do you offer gift cards?

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Sorry, we don't yet offer gift cards. 

Is my information kept private?

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Untitled 1991 takes the protection of our customers’ data very seriously. We will not share information with 3rd parties that are involved directly in the processing and shipments of your order. 
Please visit our Privacy & Terms policy from more information. 

How can I unsubscribe form receiving emails?

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If at any time you would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each newsletter. 

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