FAQ's
Are your items authentic?
Yes, all of our items are guaranteed 100% authentic. Each item undergoes a rigorous two-factor authentication process to ensure its authenticity. Once the items passes authentication, it will be added to our website. With every purchase, a downloadable PDF authentication certificate from Chase Vintage and LegitGrails will be emailed to the buyer within 1 working day of purchase. For more information, please see our 'Authenticity Guarantee' page.
Do you accept returns?
Yes, we do accept returns within 14 days. The item(s) must be returned in the exact condition it was originally shipped in with no signs of use and it must include any extras (dust bag, box etc.) that the item was originally sent with. Returns are at cost of the buyer, however if the item is found to be faulty, Chase Vintage will cover the cost of return. Please read our 'Returns Policy' to find out more.
Where do you ship to?
We currently ship within the UK and to the EU & US. If you are outside of this region and would like to purchase an item(s) from us, please let us know via the contact form and we will do our best to accommodate your request.
How much does shipping cost?
Shipping cost for orders valued at £150 and above will be FREE. Orders between the value of £0-74.99 will incur a £3.95 shipping charge and will be shipped using Royal Mail Tracked 24 service. Orders valued between £75-150 will incur a £10.75 shipping charge and will be shipped using Royal Mail Special Delivery 1pm service. This is due to shipping insurances. We offer complementary free shipping on UK orders over £150 as a small way of saying thank you to those who purchase from us.
Shipping to the EU costs £30 and shipping to the US is £25. All international orders will be sent using DHL Express service.
How long will delivery take?
We ship all UK orders with Royal Mail Special Delivery by 1pm. This ensures a next day delivery aim (as per the shipping company policy). Please note, Chase Vintage are not responsible for any shipping delays.
International orders will take 2-5 working days to arrive.
How long does shipping take?
Chase Vintage aim to ship all orders within 1 working day of purchase. Same day shipment cut off time is 1pm. Please note, Chase Vintage are not responsible for any delays once the parcel has been handed to the courier.
Will I receive tracking information for my shipment?
Yes, all orders will be trackable and you will receive an individual tracking code for each order. You will be able to use the tracking code via the Royal Mail/ DHL website.
How can I contact you?
For any queries, please contact us via our email address - contact@chasevintage.co.uk.
What are your customer service hours?
Our email address is open 24/7 for enquires, and we aim to answer all enquiries within 24 hours.
Do items come with their original receipts, certificates, dust bags, boxes or accessories?
Each individual listing description will specify what extras the item comes with. We preserve all possible information/ extras where possible to ensure the buyer gets the most out of their purchase however this cannot be guaranteed for every item.
Are signs of wear disclosed?
Yes - all of our listings are as transparent as possible to fully inform the buyer of the condition of the item they are purchasing. We will describe the outside & inside condition as well as mentioning any flaws the item may have. Please note, our items are preloved which means they have been previously used and will not arrive in brand new condition unless stated. Whilst we do write up on the condition of the item it is always necessary to check all of the photos provided in detail as this will accompany the description in providing an all-round understanding of the features, flaws and condition of an item.
Can I request more photos or information regarding an item before purchase?
Of course! Whilst we ensure our listings are as thorough as possible, we understand the investment being made when purchasing into the preloved designer industry and so we do encourage buyers to ask for any additional information/ photos where necessary for them to make an informed decision on their purchase. We aim to answer any queries within 24 hours.
What if an item I am interested in is sold out?
In the instance an item you liked the look of is sold out, please check our website for any similar listings. If you still can't find what you're looking for, we encourage you to sign up to our newsletter which will ensure you are notified when new items go live. Alternatively, you are able to contact us at 'contact@chasevintage.co.uk' and we will be able to advise if we have any similar items coming into stock and how long until it gets added to our website. Whilst we hate to disappoint, we cannot guarantee restock of any items on our website.
Can you source a specific designer item for me?
Chase Vintage operates as a small business and so at the moment are unable to take specific stock requests. However, if there is a particular item you are interested in that is either not available or sold out on our website, you can notify us via our contact form and we will do our best to advise if your request is possible, however there is no guarantee. As we grow, we hope to open up a specific sourcing section to our services so watch this space!
What payment methods do you accept?
We currently accept payments via Visa and Mastercard. We also offer Apple Pay, Google Pay and PayPal at checkout. Please note - we do not currently offer payments by platforms such as Klarna or After-pay.
If you have a question that has not been answered in our FAQ's section, feel free to reach out to us via our email 'contact@chasevintage.co.uk' where we can answer your query. Your support is appreciated, always!