FAQs

Vinokilo is a social enterprise that runs Germany’s biggest pop-up event for second hand clothes. Clothes are being sold at a kilo price at our events.

Orders

When will I receive my order?

Within Germany, it can take up to 7 days for your order to reach you. Within other European countries and the UK, we expect it to reach you within 14 days. For more information on Shipping and returns, see vinokilo.com/shipping.

How do I return an item?

We don’t really like returns at Vinokilo, firstly because we want you to love the unique item you’ve chosen and secondly because of the environmental impact of returns. We know though that sometimes it can’t be avoided. In order to process a return, please get in contact with our Customer Care team at support@vinokilo.com detailing the item, order number and reason for return. We will take it from there.


For more information on Shipping and returns, see vinokilo.com/shipping.


When will I receive my refund?

Refunds are made as soon as we receive a returned item and it has been checked. Depending on your bank, it can take up to a maximum of 28 days to hit your account. 

For more information on Shipping and returns, see vinokilo.com/shipping.

A unique item I wanted is sold out, what can I do?

As you know, all of our items are unique and one of a kind. However, if you drop us an email with a photo and/or description of what you are after, we’ll do our best to find a similar item for you! 

How do I know if an item will fit me?

Vintage sizing can differ to current fashion industry sizing. For this reason, we have the item size as given on the label and a Vinokilo size which is our translation to current sizing standards. If you are unsure about a particular size, please don’t hesitate to get in touch with us and we will happily send over the exact measurements within 48 hours. This helps us minimise waste on returns.

What is the condition of an item?

We offer the highest quality vintage clothing. Our clothes are hand-picked and only the best end up online.

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 and we articulate any specific defects. Please be sure to check the product description. If you have any questions about a particular piece, please contact us shop@vinokilo.com.

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 shop@vinokilo.com.

How will my order be shipped?

All orders are shipped via DHL Green. You have the option to have your order shipped in a reused box - this is a box that has been sent to us via a return and is therefore used. This saves on new packaging. This is one of the small ways we are trying to improve our fulfillments green credentials.

How much will it cost to ship my order?

Shipping within Europe is 4,50€. 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 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 order has been shipped to you. You can use this to track your package and see the expected delivery date on www.dhl.de. 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 shop@vinokilo.com – please make sure you include your name and order number.

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 orbuying from your website

If you are having any technical issues on our website, please get in touch at shop@vinokilo.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. If you find something we were unaware of, there’s always a little thank you! 

Events

When is the next Vintage Kilo Sale event?

Check out events.vinokilo.com for our latest events. On that page you are also able to get your ticket for any Vinokilo event.

When is a Vinokilo vintage kilo sale event  coming to my city? 

Check out events.vinokilo.com for our latest events. If you do not see your city, drop us an email events@vinokilo.com and we’ll see what we can do, and sign up to our newsletter to be kept up to date.

About us

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 our online store. Vinokilo, currently, hosts the biggest pop-up events fo secondhand clothes in Germany, and is also present in other cities across Europe (with more to come). Our mission is to inspire people to think of secondhand clothes as a stylish and sustainable alternative to mass-produced fast fashion.


Our secondhand items are handpicked from containers of discarded clothing and are then cleaned, repaired and sold on to new owners who love the stories their unique pieces come with. Vinokilo is a firm believer in the circular economy and we are working on ways on being able to take back more and more of your unwanted clothes.

Contact us

How can I 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 can I stay in touch with Vinokilo?

Signup for our newsletter and join us over on Facebook, Instagram and Twitter. Better yet, join us for a glass of your choice and some vintage love at one of our pop up stores - we would love to meet you!

Haven’t found what you were looking for? Contact us instead.