ORDER STATUS

How can I check the status of my order?

After your order has been placed, you can view its status by simply logging into your account.

How do I cancel my order?

In the event that you wish to cancel your order, please contact the customer service team of Vince Camuto at 1-888-815-7463 or through Vince Camuto. Please note that orders are processed instantly; once an order has been shipped, you are no longer able to cancel.

My order status is "pending", what does this mean?

When your order is pending, it means that your order has been received by Vince Camuto and is being arranged, to ship, from our inventory. You will be notified when your good(s) has/have been shipped and provided with the necessary step(s) to track your order.

Why was my order/item on order cancelled?

If an item from your order was cancelled, it was due to said item being sold out at the time your order was processed. Please note that you are charged at the time of Checkout for your good(s). Should your order(s) be cancelled a Refund will automatically be credited to your card and a receipt emailed to the email address provided.

 

SHIPPING AND HANDLING

How long will it take for my order to be shipped?

2-4 business days.

When will I receive my order?

2-5 business days after shipment of your order has taken place to Canadian Provinces. Shipping to Canadian Territories may take longer.

Will you ship internationally?

No; within Canada only.

Will you ship to a P.O. box?

No, unfortunately at this time we cannot ship to a P.O. box.

How can I track my order on the Vince Camuto website?

You can track your order by logging into your account. There you can view your order history, including tracking information.

Do you charge for shipping? If so, what are the charges?

  • Orders shipping to any Canadian Province of more than $100.00 pre-tax qualify for free shipping via standard delivery
  • Orders shipping to any Canadian Province of less than $100.00 pre-tax will be shipped via ground shipping at a flat rate of $9.99 or via express shipping at a flat rate of $15.00
  • Orders shipping to any of the Canadian Territories (Yukon, Nunavut, or Northwest Territories) will be shipped via ground shipping at a flat rate of $30.00, and are excluded from free shipping and/or express shipping.

Will there be duty charges on my order?

As we only ship within Canada, your order will not be crossing the border and will not be subject to duty charges.

Will I need to be present to sign for my package upon arrival?

No signature is required.

 

RETURNS AND EXCHANGES

What is your return and exchange policy?

In the event that you are unhappy with your purchase from Vince Camuto, you can return the item(s) within 30 days from the date of purchase for a full-refund issued to the card that was used for the purchase. IMPORTANT: In order for a refund to be authorized, all returned goods must be unworn and in their original packaging.

  • NOTE: We're sorry, but we do not credit shipping costs for returned orders.

For how long after I receive an item can I return it for a full-refund or exchange?

You can return or exchange merchandise for up to 30 days from the date of purchase from Vince Camuto. After 30 days the merchandise becomes final sale and is no longer eligible for return or exchange. 

How can I return merchandise?

  1. Please pack the item(s) with a printed copy of your order confirmation in the original shoe or boot box, place in a carton, and seal with packing tape.
  2. Please complete the Request a Return Authorization form on the Shipping & Returns page or call 1-888-815-7463 to contact Customer Service. To expedite receiving your Return Label, please provide Customer Service with your order number, the item you are returning, and the reason for the return. On receipt of the emailed Return Label, please drop off your Return to your nearest Canada Post outlet. Please keep in mind that returns may be subject to a $5.00 pick-up fee per item.

How do I exchange merchandise?

Please take the same steps listed above, for returns, to exchange an item; however, the $5.00 pick-up fee will be waived.

What if I've received damaged merchandise or goods that were never ordered?

Please take the same steps listed above, for returns, to exchange an item; however, the $5.00 pick-up fee will be waived. 

I have returned an item. How long will it take for the amount to be refunded?

Your refund will be issued 2 business days after Vince Camuto has received the returned merchandise and the refund has been approved by customer service.

 

PRODUCT INQUIRIES

What if the item I selected is sold out by the time the order is processed?

Please note that you are charged at the time of Checkout for your good(s). Should the item(s) ordered be sold out or cancelled, a refund will automatically be credited to your card and a receipt emailed to the email address provided.

How do I search for a specific item that I am looking for?

In order to search for a specific item, click on the search button at the top right corner of the Vince Camuto website and enter the style name.

If my size is sold out, can I special order it?

Unfortunately, no. Once a style is sold out on Vince Camuto, it is no longer available for purchase. We take great pride in our available selections and are confident that you will too.

 

DAMAGED OR DEFECTIVE PRODUCTS

Does Vince Camuto offer a warranty on damaged or defective products?

Yes, for any manufacturing defects that occur within one year from the time of purchase from a Vince Camuto Canada retail store or VinceCamuto.ca. Please note the life expectancy of any product depends on the individual using the product, the conditions of use, and the characteristic wear patterns of the user. Products damaged by normal wear and tear or that have exceeded the reasonable life of the product are not repaired or replaced.

What if I have a damaged or defective item that was not purchased at a Vince Camuto Canada retail store or VinceCamuto.ca?

Any purchases made at another retailer that is not a Vince Camuto Canada retail store or VinceCamuto.ca are subject to the store policy of the retailer in which the original purchase was made. Vince Camuto Canada does not offer warranty on purchases made at any other retailers, and only provides warranty within 1 year to purchases made at a Vince Camuto Canada retail store or VinceCamuto.ca.

Warranty on Shoes

We are unable to repair damage caused by regular wear and tear. If any manufacturing defects occur within one year from your purchase time frame, please contact Customer Service with the below information to proceed with assistance for items purchased from a Vince Camuto Canada retail store or VinceCamuto.ca:

  • the style name or number
  • photos of the item clearly showing the problem
  • a copy of the proof of purchase (original receipt, or credit card statement)

Manufacturing defects include, but are not limited to: broken hardware/heels and malfunctioning zippers. This guarantee does not cover normal wear and tear or damages arising from dye transference, accidents, and misuse or from any alteration, service or repair performed previously to claim.

Warranty on Handbags and Wallets

Enjoy a one year warranty on our handbags and wallets. If any manufacturing defects occur within one year from your purchase time frame, please contact Customer Service with the below information to proceed with assistance for items purchased from a Vince Camuto Canada retail store or VinceCamuto.ca:

  • the style name or number (can be found on the white label inside the product)
  • photos of the item clearly showing the problem
  • a copy of the proof of purchase (original receipt, or credit card statement)

 

PAYMENT AND SECURITY INQUIRIES

What forms of payment do you accept?

We accept Amex, MasterCard, Visa, and PayPal.

What sales tax rate will I be charged?

5% in QC, AB, BC, MB, SK, NT, NU, & YTM

13% in ON, NL, & NB

14% in PEI

15% in NS

How do I use a gift certificate/discount card?

In order for Vince Camuto to receive your discount, enter the promotional code supplied by Vince Camuto and the respective discount will be applied.

 

GIFT CARD INQUIRIES

Does vincecamuto.ca have gift cards available for purchase?

Yes, absolutely! Gift cards for vincecamuto.ca are available for purchase here. Your digital gift card will be emailed to you where it can then be forwarded as a gift, or use it for yourself!

Does vincecamuto.ca accept gift cards purchased or issued from a Vince Camuto retail store?

Gift cards purchased or issued online at vincecamuto.ca are only valid online. Gift cards purchased or issued from a Vince Camuto Canada retail store can be transferred to a gift card valid for purchases online at vincecamuto.ca. To inquire about transferring a gift card purchased or issued from a Vince Camuto Canada retail store, please contact Customer Service.

Does my gift card expire?

No, gift cards do not expire. This applies to all Vince Camuto gift cards, whether they were purchased online or in a retail store.

How do I check the balance of my gift card?

For gift cards purchased or issued online at vincecamuto.ca, this can be done at any time by using the link provided in the gift card email. For gift cards purchased or issued from a Vince Camuto Canada retail store, please contact Customer Service.

Gift Card Policies: Gift cards may not be returned or cancelled after purchase.  Gift cards will not be replaced if lost or stolen, please treat them like cash.  Gift cards do not expire and there are no additional fees and/or maintenance fees associated with purchasing or using gift cards.  Upon redemption, any unused gift card balance will be carried over for future purchases and cannot be redeemed or exchanged for cash.  For online purchases using a gift card(s), if the order total is more than the gift card(s) amount, the remaining balance must be paid for by credit card.  If you return product originally purchased with a gift card, the refund amount will be returned to the original gift card.  If you have any further questions regarding your gift card, please contact Customer Service at 1-888-815-7463.

 

OTHER QUESTIONS

Do you match prices of other online merchants?

At Vince Camuto, we list all of our shoes at the suggested Canadian retail price (CAD). We do not match prices of other online merchants as the focus is on providing exceptional value and superior customer service.

What is your price adjustment policy?

We, unfortunately, cannot make price adjustments on merchandise purchased online.

What are the benefits of creating an account with your site?

By creating an account with Vince Camuto, you will be able to store and access your:

  • Personal Information, including billing and/or shipping address(es)
  • Order History
  • Favourites List
  • Coupons
  • E-mail Subscription(s)

How do I update the information in my account?

To update your account information, log into your account.  There you can view and edit the information you would like to update.

What is the best way for me to reach your customer service team?

Vince Camuto's customer service team can be reached at 1-888-815-7463 or through Vince Camuto; the Vince Camuto team would be more than happy to assist you with any inquiries, questions, or concerns.