CUSTOMER SERVICE

Please read our FAQ (store policy)
We tried to cover just about everything

you need to know from #01 to #08.

 

You can also email us

onvandylab@gmail.com

or fill in our contact form below.

CONTACT US

 

FAQ

01

Who is @VANDYTHEPINK? and @ONVANDYLAB

A brand that was created by a NY and VA based customizer who’s known as Vandy. Vandy customizes every shoe and designs every apparel by himself. @ONVANDYLAB is Vandy's exclusive laboratory account(a brand) that sharing more experimental stuffs with people.

02

What are your release dates?

We announce our release dates on our Instagram @VANDYTHEPINK. We also email  release dates/time to our subscribers. Time and date of announcement may vary but it’ll always be announced on our newsletter and Instagram. Stay tuned!

03

Do you have a store?

We had couple pop-up stores in NYC but we currently do not have one. All purchases can be made on our website. If you want us in your state, let us know by commenting on our Instagram picture and maybe we’ll go to your state next.

04

How long will it take to receive my purchase?

Since all orders are made to order and custom made by Vandy, himself, it takes about 3-4 weeks after purchase for items to be shipped. Yes, it is a long time but to create something by hand, it requires patience and care. We want to make sure all are our products are double checked and finessed before shipping it to you.

05

How do I check where my package is?

When tracking numbers are updated , you’ll get a direct email . If you have an account, you can just simply log in and click “my order”. If your tracking is not up and not in your email (check spam) then feel free to email us at ONVANDYLAB@GMAIL.COM

06

Can I return, refund, or exchange my purchase?

All orders are made to order which means everything is made specifically for our customers according to their specifications. Since all orders are custom we DO NOT accept returns, refunds, or exchanges. Be sure to always double check your measurement, color, size and etc before purchasing. If there is defects or damages before you wear them, please contact us immediately or send them back to us for partial or full refund (depends on shoes condition) We do not provide pre-paid shipping for secure purpose.

07

I made a mistake on my order, what do I do?

If you made a mistake on your order you have to notify us via email at ONVANDYLAB@gmail.com immediately. If your order has already been processed and has started being made, there’s a high possibility changes will not be able to be made. If you made a mistake on your address you must also email us immediately and in the email please include order number, full name, and the correct address. Remember, always make sure your order information is double checked before checkout. ( you have to email us within 24 hours after purchase otherwise changes cannot be made ) 

08

What if I want to make changes after the 24 hour grace period?

 

Email us at ONVANDYLAB@gmail.com

and someone will look up your order and see if your order has been processed or not. It is clear to you guys that changes to orders must be made 24 hours max after the order has been placed to make changes. Therefore, if your order already has been processed and you wish to be make changes or cancellations to your order, the best we can do is refund 30% and cancel your order. 

Do you guys take private orders?

 

Yes, we do. We take private orders via email at ONVANDYLAB@gmail.com . At times there will be a waitlist since our products are in high demand. If something is sold out and you want to purchase it, you can always make a private order but the price will be a little more than our retail.

09