FAQs - Frequently asked questions and answers

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.

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.

If you have any questions please contact us by e-mail at: service@vite-envogue.de

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.

You can reach our customer service is, except on public holidays following days:

By e-mail: Mon - Fri from 9:00 - 18:00
Available by phone: Mon - Wed from 9:00 - 18:00 Thu - Fri from 9:00 - 16:00

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 Facebook, Instagram, Pinterest 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 or here. Please note here: Once you have unsubscribed to the newsletter, it is not possible to regenerate the voucher code.

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.

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.

Vite EnVogue ships all orders as an insured parcel. You can choose between delivery by our logistics partners DHL or UPS (outside Germany). Shipping within Germany costs €6.99. Delivery takes place within 3-4 working days after receipt of payment. It is also possible to send smaller parcels by parcel post. The same criteria apply as for shipping with DHL Paket.

Delivery abroad:

In EU countries, delivery takes place within 3-7 working days. We charge shipping costs of €8.99 for shipping to Austria. For all other EU countries we charge €14.99 shipping costs with DHL or UPS. You will always receive an email from us with a link to track your parcel when it is dispatched.

If you do not receive this, first 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 inbox.

Of course, our customer service will also send you your personal consignment number by e-mail if you can no longer find it.  In this case, please contact us at the following e-mail address: service@vite-envogue.de.

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

Please note that we are unable to deliver to island groups (Canary Islands, Balearic Islands, Azores and Channel Islands) and because of Brexit also not to Great Britain.

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 email with your personal tracking link each time your order is handed over to the shipping service provider. Clicking on the link opens a window to the shipping service provider and your shipment tracking is called up.

If you have a customer account, you also have the option of tracking your shipment under your orders in your customer account.

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: service@vite-envogue.de.

If your order is returned to us, the parcel will usually be processed as a return. If it is a delivery error, our customer service is for any questions available and can check whether a reshipment is possible. To do this, please contact service@vite-envogue.de, stating your order number.

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: service@vite-envogue.de.

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 service@vite-envogue.de.

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. 

To ensure flawless technical and logistical processing, a combined shipping is not possible.

We therefore recommend that you only place an order once you have all the items you want in your shopping basket. This not only saves you shipping costs, but also makes a contribution to the environment!

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

We accept the following payment methods: PayPal, credit card payment, purchase on account with the payment service providers Zinia and Klarna, payment by instalments, instant bank transfer and Amazon Pay.

To find out more about our payment methods, you will be redirected to our payment offer under the following link:

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.

The payment method installment purchase requires a positive check of the solvency, as well as other conditions that are specified by the credit institution. With the payment method installment purchase, the purchase price (plus interest, if applicable) is due in monthly installments. We can offer the installment purchase with a term of 3 to 36 months. You can see which term and interest rate are offered by Vite EnVogue when you specifically select the installment purchase payment method.

We offer installment purchase for all orders within Germany. The first installment is due 30 days after receipt of the invoice.

For the sake of the environment, we do not send invoices/delivery notes with your order. You will therefore receive your invoice receipt in paperless form as a PDF file parallel to your dispatch confirmation by e-mail.

We are happy to offer you a free return within the period of 30 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 14 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: service@vite-envogue.de.

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.

However, if you do not want to use the service and return the goods at your own expense, please use the following address for the return shipment (we recommend insured return shipment)

Sachsenland Transport/Logistik GmbH
Vite EnVogue
Magdeburger Strasse 580
01067 Dresden
Germany

Please note that we can only accept returns from EU countries, as we do not cover return shipping and customs costs. Return shipping is only possible for returns from countries to which we also ship.

Generally, you will receive your invoice with your shipping confirmation as a PDF file. The order number or the order number from your order confirmation, you can use for the registration of your return.

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: service@vite-envogue.de.

If your order is not yet in the shipping process, cancellation may be possible. 

Please contact our customer service by email: service@vite-envogue.de 

If your purchase is already too far along in the shipping process, we offer free returns within 30 days. 

Please register your return online here via our returns portal https://www.vite-envogue.de/eu/en/returns. Log in with your email address (the same one you used for your order in your customer account) and your order number (you can find this on your invoice receipt at the top right under the date).

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: service@vite-envogue.de.

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.

We are unable to answer specific questions about items as all items are already in our warehouse and ready for dispatch. We hope for your understanding.

If you are dissatisfied with your purchased item or have explicit questions about the processing, please contact our customer service by e-mail service@vite-envogue.de or by phone 0800 280 80 20. (calls from outside Germany: +49 (0)40 284 67 68 90)

Before placing an order, you can change your delivery address for an existing customer account in the "My account" area under "Addresses".

For address additions, use the address addition field for a correct address transmission.

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

Due to buyer and seller protection, we are generally obliged to deliver to the address provided by PayPal in order to ensure a smooth process.

If you wish to change your address after a purchase, a change of address is unfortunately no longer possible for reasons of buyer and seller protection.

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 service@vite-envogue.de.

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.