CUSTOMER SERVICE
CONTACT US
Have questions or feedbacks?
They might have been answered in our FAQ.
We tried to cover just about everything you need to know.
You can also email us at: vaclavsporthouse@gmail.com
or fill in our contact form:
FAQ
01
What can I do about a product I bought that is defective?
If you are dissatisfied with the quality of your product, we ask that you first try contact our main office for resolution. We have a liberal return policy with authorized dealers and we encourage them to do everything possible to accommodate you locally for your convenience. If you are unable to take care of the problem with the retailer, please contact our main office in Singapore.
03
Can I cancel an order?
Once we receive your order, we strive to ship it to you as quickly as possible. We regret that we are unable to cancel your order once it has been placed.
05
Missed Delivery
We are sorry to miss you!
If you are not home at the time of delivery, our delivery courier will leave you a message or call you directly. In such cases, you can get in touch with the courier and he/she might be able to redeliver the item to you on the same day if his/her schedule permits.
If our delivery courier is not contactable, rest assured that a re-delivery will be attempted on the next consecutive working day. Please note that our couriers will make a total of 3 delivery attempts. Beyond that, we are sorry to inform you that your order will be brought back to our warehouse for cancellation.
07
Can I exchange the size or colour of the shoes I ordered?
We are happy to share that you can exchange an item* for a different size or colour for FREE!
Please note that exchanging for a different product is strictly not allowed. If you would like to exchange for another item, you can return your item for a refund and place a new order.
If you have previously paid for express shipping and would like to request for an exchange, we regret to inform that the exchange order will not be delivered via express shipping as this mode of shipping is applied on an order basis.
*Excluding non-exchangeable items
09
Is my data will be secured?
We value and understand the importance of your privacy. We work hard to ensure that your personal details are secure and are not released voluntarily, or without your permission, to a third party organisation.
02
Where can I find more information about the products?
Information about our products and technology can be accessed here on vaclavsporthouse.wix.com/sportwear-shop
04
Can I track my order?
Email Notification: Order Is On Its Way!
Once your item is ready for delivery, an email notification will be sent to you. Look for the email titled: Your Order xxxxx is on its way!
06
Which methods of payments can I use?
We currently accept all credit/debit cards.
Instalment payment plans and bank transfers are also available for selected banks.
Alternatively, members can opt to pay via PayPal.
08
What is your return policy?
We take great pride in our reputation for quality and excellent value. For incorrect or defective items shipped, we have a 7 business days Returns policy upon receipt of order by the customer, subject to the following terms and conditions:
- Item must be in their original purchase condition, including the original product packaging, manufacturer's containers, documentation, warranty cards, manuals, and all accessories.
- All packaging must be unmarked and not defaced in any manner.Any item that you received with tags attached must be returned with those tags intact.
- Items purchased as part of a set or multi-item pack has to be returned as a whole set.
- This Returns policy does not apply to items that have been stated as Non-exchangeable and Non-refundable on vaclavsporthouse.wix.com/sportwear-shop.
- Returned items should also match the written or photographic documentation of the item's condition provided when requesting the return. Returns that do not meet these requirements will not be accepted.
All returns will be reviewed first by our staffs and we reserve the right to perform remedies including:
- Replacing the product with a new item of the same design and model, or
- Full refund in store credits.
10
When do you deliver?
We deliver Mondays to Fridays, our friendly couriers strive to make deliveries happen between 12pm - 6pm, so do look out for them!