FAQ's
Are your items authentic?
Yes, all of our items are guaranteed 100% authentic. Each item undergoes a rigorous 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 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?
Our website is very newly operating, therefore we currently only ship within the UK, however it is a priority of ours to expand our shipping destinations. Sign up to our newsletter to be the first to know when our shipping options expand!
How much does shipping cost?
We have two bands of shipping. Shipping cost for items valued at £150 and above will be FREE. All other items will incur a £4.95 shipping cost. We keep our shipping rates as low as possible and offer complementary free shipping as a small way of saying thank you to anyone who orders an item from us.
How long will delivery take?
We ship all items with Royal Mail Tracked 24 shipping service. This ensures a next day delivery aim (as per the shipping company policy). Please note, Chase Vintage are not responsible for any shipping delays.
How long does shipping take?
Chase Vintage aim to ship all orders within 1 working day of purchase. Shipping will be Monday - Friday, same day shipping cut off will be 2PM. Any items purchased past the 2PM cutoff time will be sent the following day. If the item is purchased on Friday after 2PM, it will be sent on Monday.
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 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?
Monday - Friday: 9AM - 7PM
Saturday: 11AM - 2PM
Sunday: CLOSED
Please note - These are our guaranteed opening hours, however we may still operate outside of these hours on occasion. Our email address is open 24/7 for enquires, however the above times indicate when your email may be responded to.
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 purchase.
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. 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 1 working day (please see operating hours as above).
Are the photos shown in a listing the actual product I will receive?
Yes, all of the listings are individual to each item and any photos/ description included will be the exact item you receive. There may be some occasional instances in which a photo styling the item is included in the listing and may not be of the exact item, however we will always offer transparency in the description if this is the case.
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 at 'contact@chasevintage.co.uk' 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!