Most asked FAQs
How can I return?
In order to proceed for a return, please get in contact with our Customer Care team at firstname.lastname@example.org
They will guide you through the return and refund process.
When will I receive my refund?
Refunds usually happen right at the moment we handle your return case. But it also takes time to reach back your payment account. Maximum will be 28 days from the day we process your return.
Why aren’t you answering my email/ message?
Believe us dear, we don’t ignore any email/ message. We are constantly working on it and will surely get back to you as soon as possible. It generally takes up till 7 days with our limited resources now.
How long will it take until I get my order?
Within Germany it takes up till 7 days. Other countries in Europe take up till 14 days at the moment.
When will the next Vintage Kilo Sale event happen?
In Mainz and Linz we are already sure to return as Pop-up stores. With our best hope, we wish to resume all our events and enjoy some sunshine, music and vino with you all again. Stay tuned to our Facebook and Instagram Page, we will always announce the return of events immediately there.
I just missed my favourite item online, what to do?
No worries dear, we now have “daily drops”. Meaning that we are uploading new items everyday at 7PM CEST. Check the categories on our Instagram Page and stay tuned!
How do I know if an item will fit me?
Vintage sizing differs to current fashion industry sizing.For this reason, our sizes do not necessarily match the sizes on the items as we aim to offer a current day estimation. If you are not sure about the size of a particular item, please don’t hesitate to get in touch, and we will happily send over the exact measurements within 24 hours
What is the condition of the clothing on VinoKilo.com?
We offer the highest quality vintage clothing. Our clothes are hand-picked. Each item is cleaned and checked for defects before being sold on to you. Although each secondhand treasure is carefully checked for quality, small imperfections are part of what makes them unique. We ensure photos and descriptions give an accurate impression of an item. Please be sure to check the product description for special details about an item. If you have any questions about a particular piece, please feel free to contact us email@example.com.
I need help! How do I contact someone from VinoKilo?
For any questions, please email us at firstname.lastname@example.org. We will get back to you within 24 hours.
The item I want to buy is no longer available. What can I do?
Because each item featured is unique, we usually only have one in stock. Once it's sold, it's gone! If you fell in love with something on our site and it's no longer available, contact us at email@example.com and we'll see if we can find a similar alternative for you.
How can I pay for my order?
We accept the following forms of payment:
American Express, Apple Pay, Bitcoin, Discover, JCB, Mastercard, PayPal, Sofort Bank Transfer and Visa
If you are having problems with payment during checkout please contact us at firstname.lastname@example.org.
What do I do if there is a problem with something I bought on vinokilo.com?
Our goal is that you are happy with your purchase and experience shopping with us. If you have a problem once you have received your order, e-mail us at email@example.com with your name, order number and address, and we will try and find a solution for you.
SHIPPING & DELIVERY
How will my order be shipped?
All orders are shipped via DHL.
How much will it cost to ship my order?
Shipping within Europe is 4.50 euro and up to 8.99 euro to the rest of Europe. For customers outside of European Union (EU), please be aware that you will be responsible for any additional taxes, duties and customs related to your shipment.
Further information regarding EU countries and non-EU, can be found here.
Has my order shipped yet? When will it arrive?
If you submit your order before 6pm (Monday-Friday) we normally dispatch your order on the same day. Orders placed after 6pm will be sent the next working day.
You will receive an email with a tracking number once your vintage has been shipped to you. You can use this to track your package and see the expected delivery date on dhl.com. If you don’t receive an email from us within 2 days of placing your order, check your spam/junk mail folders- just in case! If you have any other questions or problems, contact us at firstname.lastname@example.org – please make sure you include your name and order number.
ONLINE SAFETY AND SECURITY
Is it safe for me to enter my payment information on your website?
We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of personal information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:
Authentication - ensure that your information is sent securely
Encryption - protects your data so that it can not be intercepted or accessed by others
Data Integrity - ensures that your information is accurate when we receive it
Your personal privacy and security of your data are very important to us and we want you to feel confident that we are putting leading measures in place to ensure online safety and security.
I am having a problem accessing or buying from your website
If you are having any technical issues on our website and have updated your browser
, get in touch at email@example.com.
To help us solve the issue, please include as much detail and supporting evidence as possible- such as a screenshot, what part of the website you are having trouble accessing, the browser you're using and the device you're on.
Who is VinoKilo?
Vinokilo is a social enterprise that aims to become Europe’s largest touchpoint for reusing secondhand clothing through events, pop-up stores, and an online store. VinoKilo, currently, hosts the biggest pop-up events for secondhand clothes in Germany, and is also in the Netherlands, Scandinavia, Italy and Spain. We also hope to inspire people to think of secondhand clothes as a refreshing and sustainable alternative to mass-produced fashion.
Our secondhand items are handpicked from containers of discarded clothing. They are then cleaned, repaired and sold at our events and pop-up stores, at an affordable price in a feel-good atmosphere of wine, food and music.
How can share feedback about my experience?
Our team is always eager for feedback. Please feel free to send us compliments, concerns or ideas :) You can always get in touch here.
How else can I stay in touch with VinoKilo?
Signup for our newsletter, and connect with us on Facebook, Instagram and Twitter. Better yet, join us for a glass of wine and some vintage shopping at one of our events- we would love to meet you!