FAQs - Frequently asked questions and answers

GENERAL

Vite EnVogue is the online shop for trendy and high-quality second-hand designer fashion in the premium and luxury segment. We sell exclusively originals from the areas of clothing, shoes, bags & accessories. Our selection consists of exclusive unique pieces at unbeatable prices and this with a customer service that leaves nothing to be desired.

AUTHENTICITY CHECK

Each of our offered articles goes through a careful inspection process regarding condition, quality and brand authenticity before we buy it and offer it to our customers. During this process a whole range of authenticity features of the high-quality premium and luxury articles are checked and evaluated by our trained purchasing team. Our purchasing team is regularly trained in this respect, as every luxury company of the various brands develops its authenticity criteria from time to time.

Our offered articles are always originals.

Due to data protection reasons we are unfortunately unable to send original invoices from previous owners. We also do not issue additional certificates of authenticity. However, if certificates are already available after purchase, we will gladly provide them. But even without a certificate, you can use our invoice as proof that you have obtained a checked original.

CONTAKT

If you have any questions please contact us by e-mail at: [email protected]

or by phone via our free service hotline: 0800 280 80 20 For calls from abroad, please use the following number: +49 (0)40 284 67 68 90.

Our customer service is, except on public holidays, Mon-Fri from 9:00-18:00 clock

NEWSLETTER

Subscribe to our newsletter and get a 20€ welcome voucher. We'll keep you up to date on sale and discount promotions and inform you about the latest highlights in our online shop. Of course you can unsubscribe at any time. More news can also be found on FacebookInstagramPinterest und Youtube. Follow us and stay up-to-date!

Please enter your e-mail address in the appropriate field at the bottom of our homepage and click on "Subscribe to Newsletter" or click here. You will receive an e-mail from us for the further steps of your registration.

Please confirm your registration by clicking on the link in the email. Your newsletter registration is now complete and you will immediately receive the voucher code for the €20 welcome voucher by email. To unsubscribe simply click on "Unsubscribe newsletter" at the bottom of the newsletter. Please note here: Once you have unsubscribed to the newsletter, it is not possible to regenerate the voucher code.

I did not receive an email when I signed up for the newsletter. What should I do now?

Please check the correct spelling of your email address and sign up again. Please also check the spam/junk mail folder in your e-mail box 

If you have not received a confirmation, please contact our customer service.

COUPON

The 20€ newsletter voucher for the newsletter registration is valid for 14 days and can only be redeemed once with a minimum order value of 80€. It will not be refunded or regenerated, even if you return the items of your order.

Newsletter vouchers, discount vouchers and goodwill vouchers can be redeemed once per customer and order and are not refunded or regenerated.

To redeem a voucher code, you should enter the code in the box when you proceed to checkout, before you order. Please note the redemption criteria. If all criteria are met, there should be nothing to prevent you from redeeming the voucher.

SHIPPING

Vite EnVogue ships all orders as an insured package. The delivery will be done for you either with our logistic partners DHL or UPS (outside Germany). The shipping within Germany amounts to 4,90€. The delivery takes place within 1-3 working days after receipt of payment. 

Delivery to foreign countries: In the countries of the EU the delivery takes place within 2-7 working days. Here we charge 9,90 € shipping costs with DHL or with UPS. When the goods leave our warehouse, you will always receive an e-mail from us with a link to the tracking system. If you do not receive it, please check the correct spelling of the e-mail address in your customer account. Please also check the spam or advertising folder in your e-mail box.

Of course, our customer service will also send you your personal tracking number by e-mail. In this case, please contact us at the following e-mail address: [email protected].

We ship exclusively to EU countries. Belgium, Bulgaria, Denmark, Germany, Estonia, Finland, France, Greece, Great Britain, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Austria, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain, the Czech Republic, Hungary and Cyprus.

Please note that we are unable to deliver to island groups (Canary Islands, Balearic Islands and Channel Islands).

Vite EnVogue sends all orders - regardless of their size - as an insured package. When your order is shipped, you will receive an e-mail from us with a link to track your shipment.

You will receive a shipping confirmation by e-mail with your personal tracking link. Clicking on the link opens a window to the shipping service provider and your shipment tracking is called up.

If you cannot track the progress of your shipment with DHL and UPS, or if you cannot clearly see where your package has been delivered, please contact Customer Service: [email protected].

We send all packages exclusively insured. In case of loss or damage, it is therefore necessary to contact our customer service to take all further measures and possible steps. For this purpose please write an e-mail to [email protected]  and describe, with the order number, your request. Our customer service will then get back to you.

Please make sure to provide a valid delivery address. Especially when paying with PayPal, it is important that the delivery address entered in PayPal matches the address stored in the customer account, as PayPal obliges us to ship to the delivery address entered in PayPal without exception.

If you wish to change the delivery address after your purchase, this is only possible if the order is not yet in the shipping process. We can no longer intervene in the shipping process.

Please contact our customer service: [email protected].

We will be happy to ship your order on a desired date, if this is still possible. 

Please contact our customer service with the desired shipping date and the corresponding order number at [email protected].

Please note that orders for which payment has already been received cannot be guaranteed to be shipped as the shipping process is too advanced in this case. 

Due to the changeover of our systems and the enabling of a flawless technical processing, a combined shipment is not possible.  Therefore, we recommend that you only place an order when all the desired items are in the shopping cart. This way you not only save shipping costs, but also make a contribution to the environment!

For logistical reasons, we cannot offer self-collection or fitting services. Our shop is a pure online shop.

PAYMENT

We accept the following payment methods: PayPal, credit card payment, direct debit, purchase on account, instant bank transfer and Amazon Pay

If you want to pay via PayPal or Sofort-Überweisung, you will be automatically redirected to the respective provider in the next step after the purchase. There you can log in with your PayPal or bank account and approve the payment. As soon as you have confirmed your data entry for the payment, you will automatically be redirected back to the shop to complete the order. Your credit card account will be charged when the order is completed. Payments by credit card and direct debit are also processed via PayPal. You do not need a PayPal account for these payment methods.

You will not receive a direct e-mail after receipt of payment. The confirmation of dispatch is the proof of a positive receipt of payment. As soon as we have received the payment, we will ship your purchase as soon as possible and wish you a lot of fun. After we have handed over your shipment to our shipping service provider, you will receive a notification from us to your deposited e-mail address with the shipment tracking link.

RETURN

We are happy to offer you a free return within the period of 60 days. Please register your return online here. Log in with your e-mail address (the same one you used for your order in your customer account) and your order number (on the invoice at the top right below the date). Select the item you wish to return and please indicate the reason for the return next to it. Then click on "Print return slip" below. You now have the possibility to print the return slip and the shipping label as PDF.

At the same time, we will send the document to the e-mail address you entered. Our returns are also insured. Please keep the consignment note of your return in a safe place and quote the consignment number if you have any questions about the status of your return.

As soon as we receive your return, we will process your return as quickly as possible within 9 days and refund the purchase price using the original method of payment. You will also receive a notification to your registered e-mail address.

Please note that weekends and holidays are excluded.

There is no direct confirmation after receipt. Since all returns generated via our returns portal are insured, you have the possibility to track your return online on the DHL portal. You can use the following link to get to the DHL shipment tracking:


https://www.dhl.de/de/privatkunden/dhl-sendungsverfolgung.html

Once your return has been processed, you will receive an e-mail confirmation of your refund with the credit note attached.

Provided you return with our return label, all packages are insured. Please keep the consignment note of your return in a safe place and quote the consignment number in case you have any questions about the status of your return. If your return does not reach us, we and the respective shipping company will only be able to trace it with the tracking number. We will initiate an investigation on your behalf and refund the value of your return in the event of proven loss. Please contact our customer service for this purpose: [email protected].

Unfortunately, it is not possible for us to provide our return label in any other way. Perhaps you have a printer in your circle of friends and family or at your workplace? As your return shipment is only free with our label, we would like to ask you not to do without our service.

ARTICLE REQUESTS & EXCHANGE

In our shop you will find high-quality second-hand brands - and designer fashion. Thus it concerns mostly single pieces. Unfortunately, we cannot offer you an exchange.

But we regularly put new articles online, with the help of the magnifying glass function you have the possibility to search for individual articles.

All orders that are not yet in the shipping process can be cancelled. Please contact our customer service by e-mail: [email protected].

All orders that are not yet in the shipping process can be cancelled. Please contact our customer service by e-mail: [email protected].

If your purchase is already in too advanced a shipping status, we generally offer a free return within the period of 60 days. Please register your return online here. Log in with your e-mail address (the same one you used for your order in your customer account) and your order number (below the date in the upper right corner of the invoice).

If there is a problem with your purchase or you are not satisfied with your purchase, please contact our customer service with the corresponding order number as soon as possible: [email protected].

The complaint period for articles in the Second-Hand sector is generally one year. If you want to complain about your article already beyond this period, a return is unfortunately no longer possible.

Unfortunately, we cannot provide you with any information specific to our description, as all items are already in stock ready for shipment. We hope for your understanding.

Should you not like your purchase after all, you have the possibility to make use of a free return. We generally grant a 60-day right of return on all orders. For all items that are returned on time, with our label and in perfect condition, we guarantee a full refund of the purchase price via the originally chosen means of payment.

If you are dissatisfied with your purchased item or have explicit questions, please contact our customer service: [email protected].

USER ACCOUNT

Benefit from the advantages and create your personal customer account on Vite EnVogue. Save time with your next order: Manage your billing and shipping addresses easily. View and manage your orders at any time. Personalize your preferences to see the labels and sizes that interest you. This gives you complete control over your purchases on Vite EnVogue. Your personal information will be kept confidential, because the security of your data is our top priority.

Yes, you have the possibility to order at Vite EnVogue also with a guest account. However, we recommend to create a customer account, because shopping with our provided functions will be much easier for you. If you are still hesitating to register or if you have further questions, please contact us at [email protected].

You can add items to the wish list that you would like to look at or buy at a later date. Just click on the button with the heart on the article. It is necessary that you are already logged in to your customer account, so that you can access your wish list from any device and your favourites are saved. When you open the wishlist, you will see all the items on it. With a click on "Add to shopping cart" you have the possibility to put your favourite items directly into the shopping cart.

If you have a permanent customer account and have forgotten your password, simply use our "Forgot password" function in the login area. A new window will open when you click on the function - here you can enter your e-mail address and you will receive an e-mail with a link to reset your previous password. If you click on the link, you will then be able to create a new password.

To change your password, you must first log in with your e-mail address and existing password. Then click on "Password" in your customer account and change your password there.

You can change your delivery address in the "My account" section under "Addresses".

Use the address supplement field for address additions to ensure correct address transmission.

When changing the delivery address, please also pay attention to your payment method. If you pay with PayPal, it is important to enter the correct address in your PayPal account. 

Due to the protection of buyers and sellers we are generally obliged to deliver to the address provided by PayPal to ensure a smooth process.