Customer Policies

1. Purchase

a. Order Placement

You can place your order easily on our user-friendly website. Simply select the items you love, add them to your cart, and proceed to checkout.

b. Order Confirmation

After placing your order, you will receive an order confirmation email with all the details. Please keep it for your reference.

c. Order Modifications and Cancellations

Changed your mind? No worries! You can modify or cancel your order within 1 hour of purchase. Just log in to your account and follow the instructions.

2. Shipping and Delivery

a. Shipping Methods

We ship our products worldwide. Our shipping team is responsible for safely delivering your packages to you.

b. Delivery Times

The estimated delivery time is 3-10 business days. We make every attempt to deliver your product as fast as possible but we cannot guarantee delivery time. To ensure that you receive your order when you need it, please plan accordingly.

During the holidays, please place your order at least 3 business days prior to ensure timely delivery. The delivery times vary by location. You can find the expected delivery date during the checkout process.

c. Shipping Charges

We offer free shipping for customers within the Kathmandu Valley (Kathmandu, Lalitpur and Bhaktapur). Shipping charges for others depend on your location which you will be informed during the checkout process.

d. Delayed Deliveries

In the rare event of a delay, we will keep you informed through email or phone. Your satisfaction is our priority.

3. Cancellations, Returns and Exchanges

a. Order Cancellation

We accept cancellations only if the request is made before your order is dispatched. You can track this in your Vincent Account or you may give us a call.

b. Product Return

If you’re not completely satisfied with your purchase because of arrival of damaged or faulty product, we do accept return. Please immediately contact us at care@vincent.clothing with a picture of the item and your order details sent to the email within 6 hours of receiving the damaged goods. We will contact you as soon as possible and may request that you return the item for a full refund if it is unused and in its original packaging. Please make sure the product is unused, resalable and the product tags are intact and the return is made within 5 days of purchase. You will require a purchase invoice to proceed with this request. You will have to bear the delivery/pickup charge for exchange and return.

c. Product Exchange

Need a different size or color? We’re happy to help with exchanges. We do accept exchange if the product is unused, resalable and the product tags are intact within 5 days of purchase. You will require a purchase invoice to proceed with this request. Please note that replacement items are subject to availability, and if the item you wish to exchange is out of stock, we may offer you a refund instead. If you have any questions or concerns regarding our exchange policy, please don’t hesitate to contact us at care@vincent.clothing or give us a call.

d. Refund

We process refunds promptly after receiving and inspecting your returned item. You’ll be notified via email once the refund is initiated.

e. Return and Exchange Exceptions

Certain items may not be eligible for returns due to hygiene or safety reasons. Following is a list of non-returnable items:

i) Boxers

ii)  Socks

4. Product Quality Assurance

Vincent Clothing is committed to providing high-quality products that meet industry standards.

5. Payment

a. Accepted Payment Methods

We accept digital payment via e-Sewa and cash on delivery.

b. e-Sewa Payment Policies

i) When you checkout through e-Sewa, and stay on the landing page of e-Sewa for more than 5 minutes, the order will be cancelled. 

ii)   You have to login and pay the amount within 5 minutes for the order confirmation, else the order will be cancelled.

iii)  We are not responsible for the payments done after 5 minutes from the checkout time.

iv)  In case of information mistakes, contact our support team at care@vincent.clothing or give us a call.

v)   For refund, please mention the reference code of e-Sewa to verify it. Without reference code, e-Sewa does not allow refund of the payment.

vi)  Refunds will be available during office hours i.e. 10 am – 5 pm only.

c. Payment Security

Your payment information is secure with us. We use advanced encryption and security measures to protect your data.

d. Payment Failure

If you encounter payment issues, our support team is available to assist you in resolving the problem. In case we do not receive payment in our account even after your successful transaction, we humbly request your cooperation in sending us the proof of successful transaction, your reference code of e-Sewa and in dealing with the transaction media like bank or digital wallet.

6. Customer Support

a. Contact Information

We’re here to help! Contact our friendly customer support team via email at care@vincent.clothing or by phone at Phone Number. Our support hours are from 10AM to 5PM.

b. Support Channels

Reach us via email, phone, social media messaging or WhatsApp chat for assistance with orders, returns, or any questions you may have.

7. User Account

a. Account Creation

Creating a user account is simple. Sign up to enjoy personalized shopping features.

b. Account Security

Protect your account with a strong password and change it regularly. We’ll never ask for your password via email or phone.

c. Account Deactivation

If you wish to deactivate your account, please contact our support team for assistance.

8. Feedback and Complaints

a. Feedback Submission

Your feedback is valuable to us. Share your thoughts and suggestions through our Contact Form.

b. Resolution Process

If you have concerns or complaints, our dedicated team will work diligently to resolve them to your satisfaction.

Vincent Clothing reserves the right to change its policies at any time. Please check back from time to time to note any changes.