frequently asked questions

ORDER INFORMATION

01.

HOW DO I CHANGE OR CANCEL MY ORDER?

If cancelling or changing your order is important to you, it’s important to us. We try to make contacting us as easy as we can.
If the customer would like to change the product they may directly call us or send us an email for us to proceed with changing and/or refunding the customer. In the event of a refund make sure that the item falls within the refund criteria then simply, contact us to proceed with the necessary arrangements or log a return here.
Please note, Vibe Life Culture may cancel any order for any reason whatsoever. In this regard Vibe Life Culture undertakes to refund any money paid by the Customer if the order was cancelled by Vibe Life Culture.

02.

HOW CAN I TRACK MY PACKAGE (DOMESTIC)?

The customer will have access to a tracking page on the website and app to allow the customer to track their order. Using your order number found in the confirmation email we will send you, within each customers “My Account” page you can find the Order Tracking page which will give you more information about where your order is and how long it might take to get to you. Alternatively contact us for more information.

03.

HOW CAN I TRACK MY PACKAGE (INTERNATIONAL)?

Similar to the domestic order tracking, the customer will have access to their order tracking page on the website and app to allow the customer to track their order. Alternatively contact us for more detailed information.

04.

I PLACED AN ORDER, BUT NEVER RECEIVED A CONFIRMATION EMAIL.

In the event the customer did not receive their confirmation email, please kindly contact us directly to allow us to send the confirmation email. We make it our responsibility to keep you up to date but we do also understand that technical errors make occur from time to time.

05.

I PLACED AN ORDER, BUT HAVEN'T SEEN ANY MOVEMENT FROM VIBE LIFE CULTURE. WHAT'S GOING ON?

The customer will be notified directly to ensure that their order is on its way. The customers experience and trust is of most importance to us, allowing us to stay connected and sort out any problems the customer might have. We don’t bite, call or email and we’ll be sure to sort it out.

06.

WHY WAS MY ORDER CANCELLED?

Please remember, Vibe Life Culture reserves the right, in its sole and absolute discretion, to terminate or cancel the Customer’s Account and to cease providing any of the Goods or services currently offered via the website, including the online ordering services.
If Vibe Life Culture cancels the order places, they will contact you immediately explaining why, so not to worry because the customer will be refunded or the credit will be added to the customers profile.

frequently asked questions

PRODUCT INFORMATION

01.

DO YOU HAVE A VIBE LIFE CULTURE SIZE GUIDE?

The designer’s showcasing on the VLC store have their own size guide that will be provided to the customer on request or can be found under each product description. The customer will be able to view the size charts on the online store.

02.

I'M IN LOVE WITH AN ITEM, BUT IT'S OUT OF STOCK. WHAT CAN I DO AND HOW OFTEN DO YOU RESTOCK?

If the item is out of stock, we would kindly suggest adding the item to your Wishlist. Once the item becomes available again you will be notified through email. Keep in mind that our Designers manufacture high quality garments, exclusively. Our stock works on a first come first serve basis, and our designers stipulate whether they will continue manufacturing their collections – therefore we do not guarantee that items will be restocked. Make sure to get what you want as soon as you want.

03.

DO YOU CARRY PLUS SIZES?

Plus size is definitely available on the Vibe Life Culture store depending on the item the customer would like to purchase. Vibe Life Culture can ask the designer to customize and enhance the garment to best fit the customer. If you would like to make this option available to you, please go to the private shopping portal to request a sizing. Alternatively, contact us and we can make this arrangement for you.

04.

WHAT ARE FINAL SALE ITEMS?

Items that are exclusive to the customers would only have limited edition garments and accessories that would create a final sale offer for the customer. A first come first serve situation would be applicable.

frequently asked questions

RETURNS INFORMATION

01.

WHAT IS YOUR RETURNS POLICY?

1.1. If you are not completely satisfied, you can return the product to us and we will either repair / replace it, or credit your account, subject to the below terms.
1.2. You can return an unwanted product to us at no charge, provided:
it is undamaged and unused, with the original labels and stickers still attached;
it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
you log a return on the Website within 30 daysof delivery to you or collection by you of the unwanted product. After 30 days, you can only return a product if it is defective.
We will collect the product from you at no charge. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).
Fashion wear products can be exchanged for a different size or colour variation, provided that such variation is available. In such a case, we will collect the product from you and deliver the requested product to you at no charge. If such variation is not available, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

02.

I RECEIVED MY ORDER BUT MY ITEM IS DEFECTIVE, INCORRECT, OR MISSING. WHAT DO I DO?

If we accidentally deliver the wrong product to you, or if the product is not as described on the website, please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference). If you do not receive the product please notify Vibe Life Culture immediately to solve the problem.

03.

CAN I EXCHANGE AN ITEM?

Yes, products can be exchanged for a different size or color variation, provided that such variation is available. In such a case, we will collect the product from you and deliver the requested product to you at no charge. If such variation is not available, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

04.

HOW LONG DOES THE RETURNS PROCESS TAKE?

The return process of the product is within 10 working days, if there is an issue with the delivery, we will inform the customer. For more information please contact us.

frequently asked questions

SHIPPING INFORMATION

01.

HOW DO I KNOW IF MY PACKAGE HAS SHIPPED AND IS ON ITS WAY?

The website and app will allow the customer to track the order through the order tracking page, simply using their order number. Vibe Life Culture will insure that the customer is informed on progress and where in the process their order has been placed.

02.

DO YOU SHIP INTERNATIONALLY?

Yes, Vibe Life Culture ships internationally to US, UK, UAE, Australia, Africa and many more. For more information please contact us to find our more on shipping.

03.

I RECEIVED A DAMAGED ITEM. WHAT DO I DO?

Remember, your satisfaction is more important to us than coffee. If you are not completely satisfied, you can return the product to us and we will either repair / replace it, or credit your account, subject to the terms and conditions. A damaged item can be returned to us for a refund or exchange, subject to the availability of the item. Please log a return here, or contact us directly to assist you.