Payment

What payment options do you support?

Credit and Debit Cards: We accept Visa, Mastercard and American Express worldwide. We also accept Maestro, iDEAL and Bancontact within Europe.
 
Klarna - buy now, pay later: Klarna is available for customers in Sweden, Germany and Austria.
 
In order to get it to work, you must ensure that correct currency is selected.
 
Klarna in Sweden:  Please ensure that the prices are appearing in SEK. If they are not, please select SEK currency from the currency dropdown. The currency dropdown is located at the bottom of every page on a mobile phone, or in the top right corner in the menu on larger screens like laptops and desktop size screens.
 
Klarna in Germany and Austria: Please ensure that the prices are appearing in Euros €. If they are not, please select EUR currency from the currency dropdown. The currency dropdown is located at the bottom of every page on a mobile phone, or in the top right corner in the menu on larger screens like laptops and desktop size screens.
 
Direct Payment from your bank: Within the EU, we have the payment option called Trustly, which lets you securely directly via your bank account. Trustly is compatible with most major banks in Europe. For more information you can see https://www.trustly.net/ 
 

I'm getting an error message when trying to pay, what can be the problem?

It can be a problem if you do not have the prices showing in your native currency. This is because a number of our payment options require the native currency to match your billing country to work.

 

To change the currency on a mobile phone: there is a dropdown to change the currency at the very bottom of every page. Select your desired currency and all the prices should update to that currency.

 

To change the currency on a laptop or desktop size screen: there is a dropdown to change the currency in the top right corner of the screen, found in menu bar. Select your desired currency and all the prices should update to that currency.

How can I see prices in my country's currency?

To change the currency on a mobile phone: there is a dropdown to change the currency at the very bottom of every page. Select your desired currency and all the prices should update to that currency.

 

To change the currency on a laptop or desktop size screen: there is a dropdown to change the currency in the top right corner of the screen, found in menu bar. Select your desired currency and all the prices should update to that currency.

PRODUCTS, MATERIALS & CARE

The item I want is sold out. Is it coming back?

The way we produce our collections means that some of our items are only available in small quantities and may therefore be sold out. Please note that the majority of our pieces are limited edition and will not be returning in the future. However it may be possible to produce more of a certain item if you are interested - please contact support@vildare.com to make an inquiry and we will try to help.

Are the materials vegan?

Yes, we have worked hard to ensure there are no animal derived products used in our materials. That is why we focus on using natural materials such as leather made from cork bark instead of from animals.

What is cork leather like?

 

  • Cork is surprisingly light

This is one of the biggest advantages of cork and of our products, as no one wants to carry a laptop bag that weighs more than the laptop itself. With over 50% of its volume being air, no wonder cork is so light.

  • Cork is water resistant

Cork bags are perfect to keep your devices safe and sound - even in bad weather conditions. Water resistance is cork’s best-kept secret: cork ages without deteriorating mainly due to its resistance to moisture. The suberin covering (a waterproofing waxy substance) present in the cell walls make cork almost impermeable to liquids and gases.

  • Wear and Tear Resistance

Cork fabric is sturdy and will last. Thanks to its honeycomb structure, cork is highly abrasion resistant and has a high friction coefficient. That’s why cork is a go-to material even for NASA.

  • Softness and Uniqueness

Cork is amazingly soft, and one of the things that surprises and delights our customers the most. Also, each piece of cork is as unique as a fingerprint, as there are no two equal pieces of cork.

Where can I read more about the materials you use?

We have a description of the raw materials we use and the harvesting and production processes found here https://vildare.com/pages/vildare-our-materials

How do I clean my bag?

Use a damp clean sponge to wipe both the cork and the cotton canvas clean and wipe gently. If needed you can use a little gentle soap with the water. The cork is naturally water and stain resistant and should be easy to clean. The cotton has been treated with a special eco-friendly water and stain repellant called BIONIC ECO which also should help to prevent staining. Do not put the bag in the washing machine, or the spin cycle could damage the bag.

ORDER ISSUES

What if there is an incorrect item or an item missing from my order?

Please contact support@vildare.com and we will be happy to investigate what has happened with your order.

What do I do if I receive a faulty item in my order?

We would be more than happy to exchange this bag for you if we still have it in stock or provide you with a full refund for the faulty item. We will also cover the cost of the postage of the return. Please start the process by contacting us at support@vildare.com and provide some photos and an explanation of the problem, and your order number, and we will contact you to start the process.

Can I change or cancel my order once I've confirmed it?

If you wish to amend or cancel your order with us please contact support@vildare.com within 30 minutes of placing your order and we will try our best to amend. However if your order has already been picked and shipped we apologise that we cannot make these changes. During peak periods it may not be possible at all.

I am having problems accessing or buying from your website. What should I do?

Please contact us at support@vildare.com if you are having any trouble with our website and we can look into this for you. If you’re able to send through a screenshot of the issue this would be very useful.

DELIVERY

Do you ship internationally?

Yes we do, we ship worldwide. If the country you wish to ship to is not available in our shipping options, contact us at support@vildare.com and we can arrange shipping for you.

Where is my tracking number?

You should receive a tracking reference once your package has been dispatched from our warehouse, please bear in mind that it can take 1-2 business days for your order to be dispatched. If you haven’t received your tracking within this time, please contact us at support@vildare.com and we will be happy to send it to you.

Where is my package?

You should receive a tracking reference once your package has been dispatched from our warehouse which will allow you to trace your package on its way to you. If you haven’t received your package within 5 to 7 business days, please either get in touch with the courier yourself or contact support@vildare.com and we will be happy to assist you. Please note that due to Covid-19, shipping times can be longer.

My tracking says my package has been delivered but I haven’t received it, what should I do?

Please check if you have received a missed delivery notice and that your package hasn’t been left in a safe space, with a concierge or at a neighbour’s address. If the package has still not been found, please contact us at support@vildare.com for further assistance.

You say you have zero-waste packaging, what does it mean?

Packaging waste from online shopping is a major problem - did you know that about 165 billion packages are shipped in the US alone each year, with the cardboard used roughly equating to more than 1 billion trees? And that the plastic wrapping contributes to ocean pollution which is reaching the amount of 1 tonne (a metric ton) of plastic for every 3 tonnes of fish in the ocean?

 

That is why we searched high and low for a better solution and found RePack, a Finnish based company who offers a special durable envelope for shipping that can be used up to 50 times. When you have opened your package, you just pop the envelope in the mail so it can find its way back to be re-used again. We also use seed paper for our tag, which can be planted to grow flowers, and choose to give you an extra gift of an organic cotton bag to protect the product during shipping instead of using plastic packaging.

How do I return my RePack envelope to you?

Next step is very easy and simple. Just fold the RePack to letter size, make the return flap visible and simply drop your empty RePack into a letterbox and return it to us.

Once returned RePack will check it, clean it and send the returnable bag back to us to be reused.

This way we reduce the need for single-use packaging. Nice!

RETURNS & WARRANTY

What is your return policy?

As a customer we allow you to cancel your purchases without giving any reason within a period of 30 calendar days after the day of delivery of the goods.

All merchandise must be returned in new condition. The item(s) should include its original packaging and be accompanied by the original hang tags & dust bag. Returns that do not meet these criteria may not be accepted and may be sent back to the customer and/or a refund refused. All items returned should include the completed returns note with an order reference number and your contact details. Unidentified returns may not be eligible for a refund.

To make a return,  please contact us at support@vildare.com to start the returns process.  All items will be shipped with a recyclable RePack envelope.  Place the intact items (in dustbag) inside the RePack and seal it with the enclosed sealing label, and tape the shipping label securely with transparent tape.  Follow instructions for the return and where to return the package for shipment.

Within the EU (and Norway and Switzerland), we will provide you with a pre-paid shipping label free of charge for the return.

Outside of the EU, you will need to pay the costs for shipping the package back to us in Sweden.

Upon receiving your returned merchandise at our warehouse and after we verify we have the product returned intact, a refund of the amount paid for the product will be initiated. Please allow for the transaction to be fully processed/posted within 10 – 15 business days. This refund will be issued to the method of payment that was used to make the original purchase. We cannot refund different accounts or credit cards.

Do you charge for returns?

All returns on orders in the EU (and Norway and Switzerland) are free. Returns on orders outside the EU are returned to Vildare at your expense unless the goods are faulty.

Are sale items eligible for returns?

Yes. We apply our return policy to items on sale.

When can I expect my refund

f you have not received your refund within 10 business days of returning your order, send proof of shipment and delivery to us at support@vildare.com and we will look into it for you.

Do you offer exchanges?

We don't currently offer an exchange service so please return your order using the above instructions and re-order the correct item separately.

What do I do if I receive a faulty item in my order?

We would be more than happy to exchange this bag for you if we still have it in stock or provide you with a full refund for the faulty item. We will also cover the cost of the postage of the return. Please start the process by contacting us at support@vildare.com and provide some photos and an explanation of the problem, and your order number, and we will contact you to start the process.

What is your Warranty policy?

Yes we offer a 1 year warranty on all our Convertible Backpacks and Crossbody bags against defects.

It is our guarantee that every Vildare item is free of material and manufacturing defects. This warranty is valid for the duration of 365 days of the original purchase. If you feel something is faulty on an item purchased at vildare.com, we will replace it for you at our cost. If the item is not in stock or not available, we will offer a substitute, or a full refund.

In case you receive a damage or defect product, please send us a picture immediately where we can clearly see the defect and explain the fault. Send the photo attached to an email to support@vildare.com along with your order number and your name.

For us to see if the warranty is valid we also need some proof of purchase. Please attach a receipt or a copy of the bank transaction to the email.

We will send you a return waybill to return the defective product and send you a new product. If the exact replacement is not available, we will offer you a similar product, store credit or refund you for the product.

Please note that because cork is a natural material, it will have subtle variations from item to item. The delivered item may differ slightly in color and grain from the one presented at our website. Cork is naturally stained and water resistant material, very easy to maintain and with a knack to age gracefully. However, we do recommend the regular use of a damp soft cloth, to keep it in perfect condition. Please note that it is considered within normal wear and tear for cork to get slight changes in color and texture over time.

We do not offer cleaning, re-dying, refurbishing, or similar services.

Examples of qualifying manufacturing defects include problems with zipper construction, loose stitching or lining, or hardware malfunction.

Please note our manufacturer's warranty does not cover normal wear and tear, neglect or accidents. Some examples of what is not covered under our manufacturer's warranty:

Damage from adhesives
Damage from pets
Discoloration or dampness from storage or exposure
Exposure to chemicals
Improper care
Lost or stolen items
Scratches, spots, or marks from normal use
Stains or color transfers
Misuse, neglect or accidents
Abrasion
Exposure to solvents, cleaning liquids
Damage during transport
Any modification to a Vildare item
Breakdown of colors and materials over time
If a product was damaged during flight, transport or by any carrier upon initial purchase, you must immediately report such damage directly to the transport operator or courier, as this damage is expressly not covered by FF Living.

We also cannot be held responsible for loss, damage or cost resulting from the use or loss of our products.

Please note that general wear and tear including but not limited to the breakdown of colors and materials over time, is not considered a material or manufacturing defect and is therefore not covered by our 365 day warranty.

We will not honor fake or fraudulent warranty claims and reserve the right, in our sole discretion, to reject any warranty claims which we suspect to be fraudulent.

If we acknowledge a production error, the goods can be returned against a valid receipt and/or order confirmation. For faulty items FF Living will make a full refund to you, including for return shipping, as soon as possible. Goods are faulty if they are received damaged or where a manufacturing fault occurs within 365 days (or 12 months) of purchase. Items that are damaged as a result of normal wear and tear are not considered to be faulty.

Claim rights do not apply to defects caused by wear and tear or incorrect usage.

Contact Us:

  • support@vildare.com

 

STILL HAVE ANY QUESTIONS?