Help & Contact
We offer a wide range of payment options. Please select from any below.
We accept all the major credit card companies, including VISA or MasterCard (in cooperation with Adyen).
Multibanco is interbank network and the most widely used payment method in in Portugal. You will be redirected to the online banking portal, where the payment with Your preferred bank account will be authorised.
HOW TO PLACE AN ORDER
Simply 'Add to bag' and go to checkout!
To place an order add your Vagabond product to the shopping bag by selecting size and clicking on 'Add to bag'. When you are ready for purchase simply click on 'proceed checkout'. Follow the steps in the checkout until your purchase has been completed. Make sure to check all the details before you confirm the order. You will receive an order confirmation shortly after your purchase.
SHIPPING AND ORDER CONFIRMATION
You will receive an order confirmation by email once we have confirmed your payment. You will receive a shipping confirmation once the order has left our warehouse. Your shipping confirmation will provide all the tracking information that you need. Simply click on the link in your shipping confirmation to easily track your order.
If you need to cancel or make changes in your order, please contact our Customer Care using the contact form below. All changes and cancellations must be made before the order has been dispatched from our warehouse. After that we cannot guarantee any changes or cancellations.
Delivery before Christmas / New Years Eve
See when you have to place your order to receive it before Christmas or New Years Eve here.
Below you can see our delivery options for the chosen country.
DHL – Express DeliveryShipping cost 5€
Track your order by following the link in your order confirmation or at the DHL website. Home delivery is standard but you can customize your delivery in the DHL On Demand app. If you have questions regarding your delivery, please contact our Customer Care via the contact form below.
If unable to deliver a package according to your chosen delivery option it will automatically be returned to us. Please contact our Customer Care using the contact form below if you are experiencing trouble with the delivery.
WHICH COUNTRY DO YOU DELIVER TO?
We deliver to many countries worldwide. At the bottom of the page you see a flag which refers to your current location. If you click here you will see all the countries that we deliver to.
Items purchased between November 23 and December 25 can be returned until January 31 2022, read more here.
Return your product within 14 days of receiving your order for a full refund, including shipping costs. Please note that if you keep part of an order the shipping cost (€5 for Express Delivery) will not be refunded. This applies as long as no other campaign is communicated. Our return policy does not apply to shoe care and soles. These items cannot be returned and refunded.
HOW TO RETURN: DHL EXPRESS DELIVERY
Please use the pre-paid label which is included in the package. The refund will be issued as soon as we have processed your return. Your refund will be credited to the same form of payment from when the purchase was made. You will receive a refund confirmation regarding your return. Items shall be returned in the original box, in the original condition and have all their tags on.
Please follow the steps below:
Pack the items inside the original Vagabond box, then put it inside a larger box. In order for us to verify your return, always include the receipt you received with the original shipment.
Place the return label on the box, preferably on top of the prior delivery information.
Schedule a pick-up or leave your package at a DHL Express Service Point. Save the receipt as this is your proof of return. You can track your return shipment at www.dhl.com
We are unfortunately not able to handle exchanges directly. If your purchase did not meet your expectations and you want to make an exchange, please return your order using the same instructions as above. Then place a new order online.
Your refund will be made as soon as we have processed your return. Your refund will be credited to the same form of payment from when the purchase was made. Once the refund is made, you will receive a refund confirmation regarding your return. Please note that it may take up to 3 days to process the refund.
RETURN IN A VAGABOND STORE
You are welcome to return your product directly to our Vagabond Stores. Please note that outlet products cannot be returned to any physical store and need to be sent back using the return label that followed with your order. This service is only available in our official Vagabond stores.
Cleaning, caring and protecting your shoes is the key for a long life and keep them looking their best. Different styles may need different treatment. If you are unsure about how to treat your shoes and which products to use, you are welcome to contact our Customer Care team.
THESE ARE THE BASIC STEPS:
The first step is always to clean the shoes. Prepare the shoes to be polished by removing all dirt with a damp cloth, brush or a shoe foam cleaner.
The second step is to refresh and nourish with a gentle and suitable leather polish, cream or wax. Let your shoes rest at least 24 hours before using them again.
The third step is to protect the shoes from dirt, rain and dampness. Regular shoe care is automatically long-term protection, especially for leather where wax can be applied. If you use a repellent product, make sure it is water based and follows chemical regulations.
When you are not using your shoes, wipe them off and keep them in their shoe box or in your shoe closet for storage. Use a shoe tree, they will help maintain the shape of your shoes.
OUR SHOE CARE PRODUCTS
It is important to use the proper products for the specific material of your shoes. Check out our range of shoe care products here.
Use our size guide to find your perfect fit. Note that the size chart is general for all shoes.
HOW TO MEASURE YOUR FEET?
Place your foot on a flat surface with your heel against a straight edge or a wall.
Place a ruler beside your foot, touching the same straight edge as your heel.
Then take the length in millimetres from the tip of your longest toe to your heel and find your perfect fit in our size guide.
For a more exact measurement wear the socks you would want to wear in your new shoes and do the measuring in the evening (your feet may become a bit swollen during the day).
If your foot measurement is halfway between sizes, select the larger size.
You may find that one foot is longer than the other, this is quite normal, for best comfort choose the larger size.
NOT THE RIGHT SIZE AFTER ALL?
Don’t worry, we offer free returns and you will receive a refund.
DO YOU PRODUCE SIZE 35 & 42 FOR WOMEN?
We offer a range in the collection where sizes 35 and 42 are available for women. Our aim is to offer these sizes on our most popular models.
If you have further questions, you are welcome to contact our Customer Care.
With our mission to be a global fashion brand comes a great responsibility to think and act sustainable on all levels. On this journey it is all about awareness in choices of material, production, transportation and consumption, while at the same time striving for innovations and solutions that can really be a game changer. You can read about our everyday commitments here, or learn more in our latest FAQ below.
Click here to view all stores who currently sells Vagabond products. Use the map to locate your nearest Retailer, Shop-in-shop or Vagabond store.
We have several Vagabond concept stores around Europe. If your favourite Vagabond product is out of stock in store, our staff members can help you place an online order in our official Vagabond stores. You can either choose to ship to the Vagabond store or ship to your home, and you can also choose to make the return to the Vagabond store.
Vagabond is available among several shop-in-shops around the world. In these shop-in-shop you can find a wide range of Vagabond products.
Vagabond products are sold online and in stores in over 40 markets worldwide.
Please contact our Customer Care team if you need further assistance.
For card payment the amount will be reserved on your card account once the order has been confirmed. Payment is debited from your card once the order is dispatched from our warehouse.
Once we have received your return, we will start processing your refund and you will receive a confirmation email from us. Our Customer Care team will arrange your refund in the same form of payment as you orginally used when making the purchase. The amount you have paid, excluding the shipping charge, will be refunded back to you. Your card account will be credited within 3-5 working days.
If you are experiencing any problems with your payment, please try another card. If the problem remains, please contact our Customer Care by using the contact form below for further assistance.
It is not possible to change any order details once the order is placed. Please make sure to check all the details before you confirm the order. In an exceptional case, it might be possible to change order details before the order is dispatched. Please contact our customer care below for further information.
Once the order has left our warehouse it is not possible to cancel it. If you have requested a cancellation after your order has been discpatched, you need to go through the return process in order to get a refund. If you need to cancel your order, please contact our customer care using the contact form below.
Add your Vagabond product to the shopping bag by selecting size and clicking on 'Add to bag'. When you are ready for purchase simply click on 'checkout' in your shopping bag or shoppin bag-view to get redirected to our checkout. Follow the steps in the checkout until your purchase has been completed. Make sure to check all the details before you confirm the order. You will recieve an order confirmation shortly after your purchase.
If you are experiencing problems placing your order, please contact our customer care by using the contact form below for support.
You should receive an order confirmation shortly after you have placed the order. If you did not receive any order confirmation, please contact our Customer Care with the contact form below for further assistance.
The cost for DHL Express is 5€
The delivery charge is the same regardless of the number of products you are purchasing.
DHL Express delivers your order within 1-3 working days.
We always strive to deliver your order within the time that is specified for your country. Your order will be processed between Mondays and Fridays. If you place an order on a weekend or bank holiday, we will process your order the following working day.
We strive to deliver on time. If your order fails to deliver on time, please contact our Customer Care by using the contact form below.
Once your order is dispatched from our warehouse, you will receive a shipping confirmation with all the information you need on how to track your order. Follow the link in your order confirmation to track your order.
Find all the information at vagabond.com/returns. Please pack the products in their original package and make sure to use the return label when returning the parcel. Drop off your parcel at your nearest post office. Please save the receipt from the post office as this is your proof of return if the parcel goes missing in transit. Note that if you keep part of an order you will still have to pay the shipping cost. Please also note that if you have used the product before returning it, we might deduct a sum from the order.
If you are not satisfied with your Vagabond product, and want to exchange it for another product, you need to go through the return process and place a new order online. We offer a 14-day right of withdrawal when you order online.
You will recieve a confirmation email from us as soon as we have processed your return. Your refund will consist of the amount you have paid excluding the shipping fee. Your refund will be credited to the the same form of payment as when the purchase was made. If you do not receive a confirmation email, please do not hesitate to contact our customer care.
If your Vagabond product is purchased from one of our retailers, please contact them for further assistance.
Our Customer Care team will arrange your refund as soon as we have processed your return. Your refund will be credited to the the same form of payment as when the purchase was made.
If you have received the wrong product or a damaged product, please contact our customer care as soon as possible, using the contact form below. Be prepared to quote your order number, contact details and your concern.
You are financially responisble for the package until we recieve it. Please save the receipt from the post office as this is your proof of return if the parcel goes missing in transit.
Make sure that the shoes are dry and clean. They should be stored in a cool environment, and not near a radiator, since the heat will damage the softness of the leather. To preserve the shape of the shoe you may use shoe blocks or some newspaper tissues. When you are ready to use them again, use leather cream for best protection if they have been stored for a long period of time.
Cleaning, caring and protecting your shoes is key for giving your shoes a long life and having them looking their best. Our selection of Shoe Care products together with the Shoe Care Guide is an important step in our work to minimize and substitute the use of chemicals to less environmentally harmful substances. Please note that different materials require different shoe care products. Read more about shoe care in our shoe care guide.
It is within our everyday mission to find more and more sustainable materials and transport alternatives, to be able to gradually close the loop. In short terms closing the loop means that we can produce, reuse and recycle, aiming in the long run to leave a climate neutral footprint behind. An important part on this journey is to extend the lifecycle of your shoes. We believe that by presenting the best possible products, provide guidance of how to care for them and finally how to recycle – that is the most important thing for both us and you as a consumer to do. Learn more about shoe care and Shoe Bring Back. And remember that a good start is to “only buy what you really love”!
We work primarily with leathers and it is important to have a close collaboration with our supplying tanneries. Like textiles, wastewater needs to be properly treated before it can be released. We carefully select and work with just a few tanneries and each of them must sign our code of conduct and RSL (restricted substances list) before we start working together. We also frequently visit, and besides social compliance and working environment, wastewater treatment is highest priority. Our suppliers who deliver the quality material we are asking for, either have their own monitored full water treatment set ups and/or are connected to municipal wastewater treatment plants.
We believe it is important to act together with our colleges in the business. Through our memberships in several organizations it is our responsibility to raise questions and push for global and local restrictions and regulations that can really make structural change.
We also use recycled polyester and organic GOTS certified cotton in our shoes. Vagabond shoes are not manufactured to be washed, therefore recycled polyester is a good match – it is during washing where we have the highest risk of micro plastic risk ending up in our oceans. We aim to further develop our designs with cellulose based materials alternative to cotton to further reduce the need for water during the material production.
The most important thing to do is to make sure that what you buy is being used for as long time as possible. Taking care of your shoes is both making sure they’ll last well while you have them and be good enough to pass on to someone else. The aim is to have as long total lifecycle as possible! Do you have shoes in your wardrobe just hanging around, not being used anymore? Leave them for Shoe Bring Back by Vagabond – then they’ll either be passed on for secondhand or material recycling (and you’ll get a voucher, read more here). If you do not have access to Shoe Bring Back, search for a recycling initiative close to you or hand on to charity.
Our non-animal collection is part of our ambition to keep searching for and trying alternative materials to the conventional leather from a climate point of view. Our present non-animal collection have uppers from synthetic leather, lining from organic GOTS certified cotton, inner sole from cork and different outsoles all from non-animal origin. The glue used in production is also non-animal.
When preparing all leathers, different kinds of minerals and chemicals are used. Most leather are chrome tanned to achieve good quality of softness, durability and colour. However, close to bare skin chrome tanned leathers may cause allergies. Therefore, to avoid any risk, we have replaced our inner soles to chrome free tanned leathers. In chrome free tanning a mix of vegetable and synthetic substances are used instead. During the tanning process the leathers are treated in industrial “washing drums” in a controlled production process. We follow innovation and development closely to make sure we are always up to date and part of the latest techniques and methods for material making in our industry, to continuously ease the strain on environment.
Vagabond Customer Care is always happy to help!
Fill in the contact form or reach us by phone +46 340 54 12 03. Our Customer Care team is English and Swedish speaking. We also offer help in german by e-mail. We will do our best to get back to you within 24 hours (weekdays).
Our opening hours are:
Monday - Friday 08.00-17.00 CET