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FAQs

Customs Duties & Import Taxes

For select countries inside the EU, please be informed that there will be no customs duties or import tax payable. To identify the specific countries exempt from these charges, kindly refer to the table in our shipping policy.

However, it's essential to note that in some countries, import duty charges may still apply when your items enter your country. Unfortunately, we cannot prevent or assume liability for these charges. As customs policies vary by country, we strongly advise checking with your local Border Force before making a purchase to anticipate any potential charges. Failure to settle these charges may result in the parcel being returned to us, and please be aware that we reserve the right to withhold a credit note if these charges are not resolved.

We understand that customs fees can be an additional burden for our customers, and we genuinely care about providing a seamless and cost-effective shopping experience. Through diligent efforts and negotiations, we have cultivated relationships with logistics partners & 3PL companies which allow us to offer duty-free shipping to specific countries in the EU. This is part of our commitment to delivering exceptional service and value to our customers. To see if your country incurs duties or not, please visit our Shipping Policy.

We're a VAT registered company based in the UK, and by law, we're required to charge 20% VAT tax on any orders from the UK. On another note, we are currently offering free shipping for all UK orders.

Order & Shipping

Our pre-order system allows you to reserve and secure products in advance. We offer two pre-order opportunities per month for various products. Each product description includes a date range indicating when we aim to dispatch pre-ordered items. The shipping method selected at checkout is the transit time and is separate to the date range in the product description which is the estimated dispatch date range.

Once your pre-order is placed, your items will be dispatched within the stated timeframe. To ensure full transparency, we’ll keep you updated on any changes to the dispatch schedule via our Container Tracking Portal. This tool provides real-time updates as your stock moves from our international facility to our UK warehouse.

You can track the progress of your pre-order from the moment of purchase through to fulfilment using our Container Tracking Portal. This portal provides real-time updates on each stage of the pre-order process.

Once your order is packaged and dispatched, here’s what to expect:

For EU Customers:
You’ll receive an initial email notification when your order leaves our warehouse. A second email containing tracking information will follow within 2–5 working days.

For UK and Non-EU Customers:
You’ll receive tracking information as soon as your order is dispatched, allowing you to monitor its journey to your delivery address.

To track your dispatched order, simply click the tracking link in your email, or use the tracking number on the courier’s website. If no link is provided, copy the tracking number into the courier’s tracking page. Many couriers also offer mobile apps for convenient tracking.

You can also access tracking information for all fulfilled orders via your customer account on our website: vintagewholesalesupplyltd.com

We strive to process and dispatch all orders within the specified shipping times outlined in the product description on each product page. Please note that the shipping times presented during the checkout process refer to the transit time once the order has been dispatched from our warehouse, and they are separate from the shipping times provided in the product description.

You will receive an email notification once your order has been dispatched. Tracking information will follow shortly after, and the notification process may vary depending on the destination country:

  • For customers inside the European Union, tracking information will be provided once the parcel has reached their country and is in the hands of the local courier.
  • For customers outside the European Union or in the UK, tracking information will be provided upon dispatch. This allows you to monitor the progress of your order until it arrives at your doorstep.
  • For UK orders, we provide free fully trackable DPD/UPS delivery, with dispatch occurring within the shipping times indicated in the product description.
  • For EU orders, we offer fully trackable delivery through your country's local courier.
  • For orders outside the UK/EU, we provide fully trackable delivery via UPS, with dispatch within the shipping times specified in the product description.

We've experienced rapid growth recently, resulting in some delays with order fulfilment. Our team is working diligently to expedite your orders. To keep you updated every step of the way, you can track the progress of your pre-order from purchase through to fulfilment via our Container Tracking Portal. 

We do offer international shipping. You can review our shipping policy, where we outline the specific shipping zones. If your country is not listed, please reach out to us through our contact form, and we will check if it's possible to arrange shipping to your location.

Recent Growth and Delays

We've grown rapidly over the last few months, and as a result, we are experiencing some delays with order fulfilment. Our team is working diligently to get your orders out as quickly as possible. If there are any delays with your order, you will receive an email notification.

We sincerely apologise for any inconvenience caused if you experience a delay in receiving your order. Here’s what you can do:

Check Our Container Tracking Portal

You can track the status of your pre-order from purchase to fulfilment via our Container Tracking Portal. This ensures you stay updated throughout the pre-order journey.

Check Our Shipping Policy

At Vintage Wholesale Supply, we operate on a pre-order sales model. You can find the estimated dispatch dates on all product pages under 'Shipping/Delivery'. These dates are also available in our shipping policy.

Tracking Information:

  • For Customers in the EU: You will receive an email notification when your order leaves our warehouse. A second email containing tracking information will follow 2-5 working days later.
  • For Customers Outside the EU or in the UK: Tracking information will be provided upon dispatch, allowing you to monitor your order until it arrives at your doorstep.

Contact Customer Service

If you have any further questions or need assistance, please reach out to our customer support below. We're here to help and will do our best to resolve the situation promptly.

To ensure security and prevent fraud, we have specific protocols in place for updating your personal details on your order. For changes to the delivery address, phone number, or email address, please reach out using the email or phone number associated with your original order confirmation.

This precaution is designed to authorise only individuals with verified credentials to make changes to order information.

Please note, once your order has been shipped, we are unable to change the delivery address.

We sell by the bale, and orders can only be placed for the quantities specified on our website for each product. Unfortunately, we are unable to accommodate requests for specific quantities.

Yes, you can cancel your order if your request is submitted to us within 48 hours of placing your order, and the fulfilment status is unfulfilled. Eligible cancellations will be processed by our system automatically, and a full refund will be issued immediately.

After the 48-hour window, orders are considered final and cannot be cancelled. Please review your selection carefully before completing your purchase.

If a system error or other issue occurs, your cancellation request may require manual attention by one of our agents. As long as your message is sent within the 48-hour window and the conditions are met, we will honour the cancellation request, regardless of our response time.

When purchasing clothing by the bale, it's important to understand that the sizes included are random and cannot be specifically selected. This randomness is inherent to our business model, allowing us to offer high-quality garments at competitive prices. Here's what you can generally expect in terms of size distribution.

Size Range Distribution

The sizes you receive in each bale are completely random. This means you can expect a random number of each size between S and XXL. There is no fixed proportion of sizes, so one bale might have more Mediums while another might have more Larges or Extra Larges.

Why We Offer Random Sizes

Offering random sizes allows us to streamline our inventory and reduce costs, which in turn lets us pass on the savings to you. It also means that you get a varied selection without the need to specifically request each size.

Benefits of Buying by the Bale

  1. Cost-Effective: Buying in bulk typically results in lower prices per item.
  2. Variety: A mix of sizes can be beneficial for resale or for outfitting a group with varied sizing needs.
  3. Convenience: You receive a ready-to-go selection without the need to sort through and pick individual sizes.

Embrace the Variety

While we understand that not being able to select specific sizes might be a concern for some customers, the variety and cost benefits often outweigh this limitation. Our goal is to provide you with high-quality products at great prices, and the random size distribution is a key part of how we achieve that.

If you have any questions or need further information about our sizing, please don't hesitate to contact our customer service team. We're here to help!

When purchasing clothing by the bale, it's important to understand that the styles included are random and cannot be specifically selected. This randomness is inherent to our business model, allowing us to offer high-quality garments at competitive prices. Here's what you can generally expect:

Style Distribution

The styles included in each bale are random. We don't pick and choose exactly what goes in, so you'll get a mix. You might receive some items of similar styles in one bale, or a complete jumble of different ones in another. It all adds to the excitement! There's no guarantee you'll get a specific number of any particular style, but you're sure to find a fantastic variety that keeps things interesting.

Why We Offer Random Styles

This approach helps us streamline inventory and reduce costs, allowing us to pass on those savings to you. Plus, it guarantees a surprise element, ensuring you discover unique and unexpected styles you might not have originally chosen.

Benefits of Buying by the Bale

  • Cost-Effective: Buying in bulk offers lower prices per item.
  • Variety: Discover a diverse range of styles, perfect for resale or outfitting various tastes.
  • Treasure Hunt: Embrace the thrill of discovering new favorites!

Embrace the Surprise

While you can't choose specific styles, the variety and cost savings are truly rewarding. Our goal is to deliver high-quality clothing at incredible prices, and the random style selection is key to achieving that.

If you have any further inquiries about our style assortments, please don't hesitate to contact our friendly customer service team. We're always happy to help!

Exchange & Returns

Customer Satisfaction and Support

At Vintage Wholesale Supply, we are dedicated to ensuring your satisfaction with every purchase. If you encounter any issues with your order, please submit a ticket through our support chat widget. Our customer service team will aim to respond within 72 hours, though response times are likely to be longer currently due to a high volume of tickets. Customer satisfaction is our top priority, and we are committed to resolving any inquiries you may have.

Nature of Business

As a supplier of used and vintage clothing, our items are sold by the bale, and we do not offer a handpicking service. Please review product descriptions and images carefully before making a purchase, as we do not accept returns based on personal preferences or dissatisfaction with the items received.

Return Policy

If you experience a discrepancy with your order and wish to return it, please follow these steps:

  1. Submit a Request: Submit your return request within 14 days of delivery for authorisation.
  2. Authorisation: If your return request is approved, we will provide you with a Return Merchandise Authorisation (RMA) number and further instructions.
  3. Return Conditions:
    • You are responsible for return shipping costs.
    • Returns are only authorised for Grade A products. Grade B/C/D or REPAIR products are non-refundable.
    • Unauthorised returns or returns without an RMA number will be refused and returned to the sender.

Additional Information

Please see additional information below:

  • Grading Variance: Due to the nature of our products, which include used and worn items, there may be a grading variance of 5-10% due to human error. We recommend laundering items to maximise their selling potential.
  • Non-Refundable Items: Please be aware that Grade B/C/D or REPAIR products are non-refundable.
  • Order Finality: Once the 48-hour cancellation window has passed, orders are considered final. Please ensure satisfaction with your selection before completing your purchase.

If more than 3 business days have passed since we received your return, please contact us at [email protected].

General

Yes, each product has a set quantity per bale to ensure efficient processing and delivery. You can see the quantity in our product titles.

We do not offer handpick services or visits to our warehouse. Our vintage clothing is available for purchase in bales and bundles through our website. We strive to provide detailed product descriptions and images to help you make informed decisions when placing your order.

We aim to launch at least two pre-order opportunities per month. The lead time for orders during our drops is always outlined in each product description and in our shipping policy. Keep an eye on our website for new arrivals, and subscribe to our newsletter/follow us on Instagram for the latest updates on our pre-order drops.

Please note that previous orders are not affected by our new pre-order drops. We must continue business and continue sales, ensuring that new orders have different dispatch dates. Rest assured, oldest orders are always prioritised, and we provide estimated dispatch dates/send email campaigns to keep you informed.

We take pride in offering high-quality used vintage clothing. Each item undergoes careful inspection to ensure it meets our standards and is graded into categories accordingly.

All items we sell are authentic. However, if you have any doubts, please feel free to send us a message with images for our review. We're here to provide you with peace of mind.

All currently available products are listed on our website, complete with pricing and availability details. If there's an item you're seeking that isn't currently featured but you have a demand for it, please don't hesitate to reach out. We'll explore the possibility of sourcing the requested product for you.

Promotions & Discount Codes

If you encounter issues with a promotion code, double-check the code for accuracy, expiration dates, and any specific conditions. If the problem persists, contact our customer support for assistance.

Here’s a concise guide on how to use a discount code, influencer code, or promotional code on our website:

  • Select Items: Add your desired items to your shopping cart.
  • View Cart: Click on the cart icon or proceed to checkout.
  • Review Order: Ensure your cart items meet any code conditions.
  • Enter Code: Look for the "Discount Code," "Influencer Code," or "Promotional Code" field.
  • Input Code: Enter your code, check for accuracy, and spelling.
  • Apply Code: Click "Apply" or "Submit" to apply the discount.
  • Complete Checkout: Enter shipping info, select payment method, and confirm order.
  • Confirmation: See a confirmation message with your updated total.

Note: Check code terms for any restrictions like minimum purchase or product limitations.

Promotions and discount codes are only valid for new orders and cannot be applied retroactively to previous purchases.

Unless explicitly stated, discount codes are non-transferable and intended for use by the account holder who received the code.

To redeem a discount code, please ensure it is entered at checkout, as it cannot be applied to your order afterwards.

If a customer has a discount code, it can be redeemed at checkout alongside the already discounted product. Please note that only one discount code can be used per order.

Grading

At VWS, we’re passionate about connecting retailers and resellers around the world with quality used and vintage clothing. We know how important it is to find the right pieces for your business, which is why all clothing is graded into categories to give you a clear expectation of the quality you are purchasing. On our website, you’ll discover a wide variety of products, each with a specific grade listed on the product page, alongside any other grading variants which are available for that product. This way, you’ll know exactly what to expect when it comes to the quality of your stock.

The majority of our clothing comes from the US and has traveled the globe to find its way to us. The clothing we source may have travelled through thrift stores or donation centres which may lead to some items having price tags attached, but don’t worry—this won’t impact the resale price of these items. This is a common practice in our industry. While other wholesalers source in a similar way, we pride ourselves on offering the most competitive pricing out there! We’re here to help you succeed!

As we process over 250,000 items each month, there may occasionally be a grading variance of up to 10% in your order. While we do our best to ensure accuracy, minor discrepancies can happen due to the volume and nature of handling used clothing. We apologise for any inconvenience this may cause. If you find that your order exceeds the 10% variance, please reach out to us via our Help Centre on the Contact Us page. It's quite common for wholesalers to have a grading variance policy for this same reason.

Grade A

  • Items are in great condition with minimal signs of wear. While they are used, they remain free of significant defects and are in excellent shape overall.

Grade B

  • Items are in good condition with some marks, small holes, or tears. Most marks can be removed with a wash. Available at a discount compared to Grade A.

Grade A/B

  • A mix of items in great and good condition. Some will be defect-free, while others will show signs of wear. There is no set ratio between Grade A and Grade B items included in our bales due to the nature of used/vintage clothing.

Grade C

  • Items show noticeable wear, including heavy staining and large holes or tears. These are available at a significant discount compared to Grades A and B.

Grade B/C

  • A mix of items with minor marks or small holes, along with items that show more visible wear like heavy stains or larger holes.

Grade C/D

  • A mix of heavily stained items with large holes and some that may need repair. 

Repair Grade

  • Items with various marks, holes, tears, and stains requiring repair, ideal for customers interested in up-cycling or reworking projects.



Credit Notes

To use your credit note, simply enter the unique code provided at the checkout when making a purchase. The credited amount will be applied to your total, and any remaining balance can be paid using your preferred payment method.

No, you can not use a credit note along with other discount/promotional codes.

If your order total is higher than the value of your credit note, you will need to pay the remaining balance using your chosen payment method.

No, credit notes are non-transferable and can only be used by the account holder to whom they were issued.

If you cannot find your credit note code, please email our customer support team with your order details, and they will assist you in retrieving the necessary information.

No, credit notes can be applied to any product on our website.



Invoices

To request an invoice, please reach out to our customer service team via the chat widget or email. Provide details such as your order number and any specific information required on the invoice. For EU and international orders, invoices will be available upon request following the receipt of your delivery.

Contact Us

Our customer service team is available from 10am-6pm UK Time, Monday to Friday. Delays might occur during peak times.

To help us assist you better, please include the following information in your message:

  • Your full name
  • Order number (if applicable)
  • Detailed description of your inquiry

A customer service representative will get back to you as soon as possible. Alternatively, you can email us at [email protected] at a later date.

We are currently experiencing a high volume of approximately 2,000 messages across all support channels. As a result, response times may be longer than usual. To ensure the efficient handling of your inquiry, we kindly ask that you avoid sending multiple follow-up messages or emails, as this can inadvertently delay our response and may result in your communication being flagged by our spam filters.

Our system prioritises inquiries in the order they are received, starting with the oldest. We sincerely apologise for any inconvenience this may cause and appreciate your patience and understanding during this busy period.

Become a VWS Influencer

If you're interested in becoming a VWS Influencer, please visit our careers page. To apply, select the role as Influencer and be sure to include the following details in your message:

  • Your usernames for social media platforms
  • Your engagement rate
  • Your target audience
  • Your strongest performing social media platform
  • Familiarity with our products
  • The type of content you typically create
  • Any other relevant information you'd like to share

Our team will review your application and get back to you if you meet our criteria.

Refund policy

By making a purchase from Vintage Wholesale Supply, you agree to the following terms:

  • Product Description Review: Please carefully review the product description before completing your purchase. This ensures you are fully informed about the item you are buying, including the estimated dispatch date range.
  • Non-Refundable Items: Grade B/C/D and REPAIR products are non-refundable. Prior to purchasing these items, please acknowledge their non-refundable status. We regret that we cannot accommodate special requests for such items at this time.

NOTE: Vintage Wholesale Supply exclusively serves businesses, including Limited companies or Sole Traders operating on platforms such as eBay or Depop. Therefore, all transactions with us are considered business-to-business (B2B) and are exempt from consumer law.

Customer Satisfaction and Support

At Vintage Wholesale Supply, we are dedicated to ensuring your satisfaction with every purchase. If you encounter any issues with your order, please submit a ticket through our support chat widget. Our customer service team will aim to respond within 72 hours, though response times are likely to be longer currently due to a high volume of tickets. Customer satisfaction is our top priority, and we are committed to resolving any inquiries you may have.

Nature of Business

As a supplier of used and vintage clothing, our items are sold by the bale, and we do not offer a handpicking service. Please review product descriptions and images carefully before making a purchase, as we do not accept returns based on personal preferences or dissatisfaction with the items received.

Return Policy

If you experience a discrepancy with your order and wish to return it, please follow these steps:

  1. Submit a Request: Submit your return request within 14 days of delivery for authorisation.
  2. Authorisation: If your return request is approved, we will provide you with a Return Merchandise Authorisation (RMA) number and further instructions.
  3. Return Conditions:
    • You are responsible for return shipping costs.
    • Returns are only authorised for Grade A products. Grade B/C/D or REPAIR products are non-refundable.
    • Unauthorised returns or returns without an RMA number will be refused and returned to the sender.

You can read more about our refund & returns policy here. For any further assistance regarding our policy, please do not hesitate to contact us.


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