Online Store FAQ's

GENERAL QUESTIONS

Where do our clothes come from?

The Fast fashion industry is one of the dirtiest and most unjust industries there is in the world. This is why the heart of our business are Second-hand and Vintage clothes, which we want to give a chance to be worn and loved as long as possible to make the material and hard work behind each item worth the energy that was put into it. 

Therefore, our clothes come from a recycling company that collects textile trash from all over Europe. ‘Textile Trash’ meaning clothes that are still more than good enough to be worn for multiple years, but that people just wanted to get rid of. They are getting sorted, cleaned, and organised into bags and eventually come to our warehouse. Here they are being unpacked, sorted, sourced, and steamed again to be finally ready to be shot, titled, measured, and uploaded to our Website to be found and loved by a new owner. 

We are currently working on a project to make this process as transparent as possible. To give better insights for the future. 

 

How do you measure your clothes?

Since all our items are second-hand and vintage, coming from different years and brands, all our items are individual pieces and need to be measured and titled one by one. For this reason, we show the item size as given on the label and a Vinokilo size which is our translation to current sizing standards.

Our online store is growing fast, but it's a work in progress. We are constantly learning and trying to make it even easier for you to get the right size. Therefore we designed a little guide that shows you how we measure our pieces. Just measure the clothes you already own and compare them to our measurements online. Current Sizing Guide: https://vinokilo.com/pages/sizing-chart

Can I sell or donate my clothes to you?

As some of you might know, we were offering our Vinokilo Circle Label for you to send us your pre-loved clothes and get a discount code in return. 

Unfortunately and fortunately there are so many exciting new changes happening at the moment, that we decided to pause that project until we are able to properly concentrate on it again. 

Thank you for your understanding and hopefully see you soon online or at one of our events! 

Special note for businesses: 

If you are part of a business or boutique and are interested in selling your clothes, please contact us at shop@vinokilo.com and we will see if we can assist you.

 

What is the condition of an item?

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

Although each second-hand treasure is carefully checked for quality, slight imperfections are part of what makes them unique.

Should you receive an item that is damaged, but you still want to keep it, please contact us and send us a picture of the damage, and we can agree on compensation.

SHIPPING 

When will I get a tracking code?

Once your order has been processed and sent, you should receive a confirmation email with a DHL Package Tracking Code. 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 7 working 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.

 

Shipping Threshold and fees

In this table you will find all information regarding free shipping and the shipping fees depending on each zone.

So for example if your order is over 60€ and you are ordering from Germany, you won't have to pay the 4,50€ shipping fees.

• Since many customers are from Switzerland or England, please be aware that you are responsible for any customs or import duties charged once the parcel reaches the destination country. These include but are not limited to any additional taxes, duties and customs - just a quick reminder to avoid any bad surprises.

Zones	Countries	Free Shipping Threshold	Shipping Fees under threshold
Domestic (DE)	Germany	60€	4,50€
Zone 1 (EU)	Belgium, Denmark, France, Luxemburg, Monaco, Netherlands, Austria, Poland, Czechia	150€	8,50€
Zone 1 (Non-EU)	Liechtenstein, Switzerland	200€	15,80€
Zone 2	Andorra, UK, Italy, San Marino, Sweden, Slovakia, Slovenia, Spain, Hungary, Vatican City	150€	8,50€
Zone 3 (EU)	Bulgaria, Estonia, Finland, Greece, Ireland, Croatia, Latvia, Lithuania, Malta, Portugal, Romanian, Cyprus	150€	8,50€
Zone 3 (Non-EU)	Albania, Bosnia and Herzegovina, Faroe Islands, Greenland, Iceland, North Macedonia, Moldova, Montenegro, Norway, Serbia, Ukraine, Belarus	200€	15,50€
Zone 4	Egypt, Algeria, Georgia, Israel, Lebanon, Libya, Morocco, Russia, Syria, Tunisia, Turkey	400€	27,50€
Zone 5	Afghanistan, Armenia, Azerbaijan, Bahrain, Bangladesh, Bhutan, Brunei, China, India, Indonesia, Iraq, Iran, Japan, Yemen, Jordan, Cambodia, Canada, Kazakhstan, Qatar, Kyrgyzstan, Kuwait, Laos, Malaysia, Maldives, Mexico, Mongolia, Myanmar, Nepal, North Korea, Oman, East Timor, Pakistan, Papua New Guinea, Philippines, Saudi Arabia, Singapore, Sri Lanka, South Korea, Tajikistan, Taiwan, Thailand, Turkmenistan, USA, Uzbekistan, UAE, Vietnam	800€	32,50€
Zone 6	Angola, Anguilla, Antigua and Barbuda, Equitorial Guinea, Argentina, Aruba, Ethiopia, Australia, Bahamas, Barbados, Belize, Benin, Bermuda, Bolivia, Bonaire (Carribean Netherlands), Botswana, Brazil, British Indian Ocean Territory, Burkina Faso, Burundi, Chile, Costa Rica, Democratic Republic of Congo, Dominica, Dominican Republic, Djibouti, Ecuador, Ivory Coast, El Salvador, Eritrea, Falkland Islands, Fiji, French Southern and Antarctic Lands, French Guyana, French Polynesia, Gabon, Gambia, Ghana, Grenada, Guadeloupe, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Jamaica, British Virgin Islands, Cayman Islands, Camaroon, Cape Verde, Kenya, Colombia, Comoros, Congo, Cuba, Lesotho, Liberia, Madagascar, Malawi, Mali, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Micronesia, Montserrat, Mozambique, Namibia, Nauru, New Caledonia, New Zealand, Nicaragua, Netherlands Antilles, Niger, Nigeria, Palau, Panama, Paraguay, Peru, Pitcairn Islands, Réunion Island, Rwanda, Solomon Islands, Zambia, Samoa, Senegal, Seychelles, Sierra Leone, Zimbabwe, Somalia, St. Kitts and Nevis, St. Helena, St. Lucia, St. Pierre and Miquelon, St. Vincent, South Africa, Sudan, South Sudan, Suriname, Swaziland, Tanzania, Togo, Tonga, Trinidad and Tobago Chad, Turks and Caicos, Tuvalu, Uganda, Uruguay, Vanuatu, Venezuela, Wallis and Futuna, Central Africa Republic	1000€	43,50€

When will I receive my order?

We are currently changing our warehouse system which is why it can come to a slight delay in the process. Please bear with us. 

Once our system is running smoothly again we should be able to go back or be even faster than our original processing time: 

Within Germany, it can take up to 10 working days for your order to arrive. Within other European countries, your new clothes should reach you within 15 working days. However, it can always happen that packages go amiss. Please don't hesitate to contact us if your package still hasn't arrived after two weeks. We will try to find out what happened and sort you out.

For more information on shipping and returns, please check out our Shipping and Returns page.

 

RETURNS

All of our Vintage treasures carry their own stories and are therefore unique in their own way. While we are constantly working on quality improvement during the selection stage, unfortunately, it is always possible that there is a slight imperfection on your items. The way we see it, those imperfections are part of Vintage treasures' charisma. Further, we at Vinokilo stand for sustainability throughout all our operations and want to avoid excessive packaging waste at all costs. That is why we would like to ask YOU as a customer to omit the "amazonian" way of shopping (buying 10 items and then only choosing one). 

As always: BUY LESS, CHOOSE WELL.

How do I return an Item?

In short: 

You will make us very happy and support our mission if you avoid unnecessary returns. It can always happen that items simply don't fulfil your expectations or don't fit, so if you can't find someone else who would love that individual piece, use the return label to send it back to us. The refund can take up to 10 working days to be processed.

We don't cover return fees. Please always keep in mind that you would need to pay for the return and potential custom costs yourself.

 

RETURNS WITHIN AND OUTSIDE GERMANY

14 day return policy

Naturally, we know that sometimes returns cannot be avoided. Even though we are doing our absolute best to prevent it, it can always happen that certain items cannot quite live up to your expectations.

• If you want to return some of your vintage treasures, however, sadly, we won’t be covering the shipping fees for your return. Customers will therefore be responsible for the shipping fees, which, of course, differ depending on the weight of the item(s).Keep in mind that the return can take up to 10 working days to be processed. 
• Please be aware that in order to receive a refund, your parcel should be sent to our warehouse at a maximum of 14 days after it has been delivered to you.
• Once you shipped your package, please keep your tracking number or send us an Email with it, so there is always a way to check where the package is
• It's also very helpful for us if you write down your order number on a paper and add it in the box
• You can ship your return to the following address:

RETURNING AN EVENT PURCHASE

Our lovely Branding Team has designed cool changing rooms for each and every event. Spot the orange curtain and try on the items that you loved. Also, before you purchase an item, please check carefully whether the items' quality matches your expectations.

We are accepting NEITHER return nor refund of event purchases online. Still, we completely understand the frustration of getting a problematic item, so always feel free to write and talk it out with us via our Social Media accounts - We will find a solution! In the end, we want to make sure that you are 100% in love with that gem!

ORDER ISSUE

My package did not arrive.

We are very sorry to hear that! That can be very frustrating. Unfortunately, the actual shipping of the packages is out of our hands. If your package did not arrive, and you are already in touch with DHL, please contact our Customer Care Team at shop@vinokilo.com. We will look into it and contact DHL on your behalf.

Parcel came back to the warehouse.

We are so sorry to hear that your parcel came back to our warehouse! Sometimes this might happen, if there's something wrong with the given address, or if you name is missing at the bell/door. 

If you ordered in Germany, we'll be happy to cover the shipping fees for you. However, note that if you changed the address and you gave us the wrong one, we won't be covering the cost for you. This will be under your responsibility. 

If you ordered outside Germany, unfortunately we won't be able to cover the shipping cost for you.

In both cases we'll contact you to confirm that all the information on the label is right, and update you with the new tracking code. 

Please note that we'll keep the parcel aside for two weeks. After this time, if we didn't get any answer from you, we'll cancel your order and refund the money. 

If you have any questions regarding this topic,, don't hesitate to contact us at shop@vinokilo.com or via our chat bot. We'll do our best to assist you ASAP.

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One or more items are missing.

We are doing our best to get your Vintage treasures to you as soon as possible. However, to err is human. If you are missing an item, please contact our Customer Care Team via email at shop@vinokilo.com. 

Since we are still working on our system and website, it can sometimes happen that clothes weren't available anymore. However, this is rare so please contact us in this case and we will try to check what happened exactly. 

There is an incorrect/damaged item in my package.

Oh no! That, of course, is our fault. 

Should that happen, please be so kind as to send a photo of the incorrect/damaged product and your order number to our Customer Care Team via our chat. Of course, you can return these clothes to us without paying the shipping fee.

However, if you still like the item and decide to keep it anyway, we will figure out a compensation that suits the circumstances.