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General questions

Where do you manufacture your shoes?

Mainly in Vietnam, where we also have our own Vagabond factory. We work with very few production partners and our shoe technicians are always present during the production.

How much does leather shoes stretch?

Soft leather will stretch a little bit, but never on the length. Good quality leather adjusts to the shape of the foot which makes it more comfortable. It is important to remember that leather is an all natural material that is sensitive to different temperatures and humidity.

My leather shoes got wet, what should I do?

Water is one of the contents in leather. In order to keep the leather smooth that level of moist needs to be preserved. The best way to do so is by impregnating the surface and/or by using a shoe polish. Wet shoes are to be wiped off with a dry cloth and left to dry in regular room temperature.

How do I store my winter shoes?

Make sure the shoes are dry and clean. They are to be stored in a cool environment, not near a radiator since that will damage the softness in the leather. To preserve the shape of the shoe you may use shoe blocks or some newspaper tissues.

How do I make my new all leather boots last longer?

By impregnating them before using them the first time. If the boots have a leather covered heel, do not forget to impregnate that as well! More information on Shoe care.

How often do I change top lifts?

Top lifts are the end part of the heel. We always use the best material possible for the top lifts, but for narrow heels the wear and tear will be inevitable. For narrow heels we always place extra top lifts in the shoe box. Your nearest shoemaker can easily change them for you.

How is the heel measured?

Heels are measured at right angles to the floor (at the back of the heel). The binding sole is excluded in the measurements.

E-Store questions

How do I get in contact with Customer Service?

Customer Service can be reached on weekdays between 8-17 (+1 GMT), on phone +46340 541203, by mail: e-store@vagabond.com or by skype: vagabond.e-store.

How is my package delivered?

We ship all packages with PostNord or DHL. Your order will be delivered to the address that you supply or to a pickup point.

How much is the delivery charge?

The delivery charge is the same regardless of the number of products you are buying. The delivery charge is 6 Euro.

Can I have my order sent to an alternative address?

If delivered by DHL the goods will be delivered to the address you supply in your order, regardless of what address your credit card is issued on. If your order is sent using PostNord the order will be delivered to the nearest pick up point based on the adress you stated at the time of order. If choosing invoice as payment option the package can only be delivered to the address registerred on your personal ID.

What is the delivery time?

The delivery time varies depending on where you are situated. You will find the specific info for your country in our Terms and Conditions. If by any reason the delivery time will differ from normal we will contact you as soon as possible.

What happens if I do not collect my package?

If you do not collect your package, we refund your money but charge you for all shipping costs up to 30 Euro.

What if my return goes missing in transit?

You are finacially responsible for the package. Please save the receipt from the post office as this is your proof of return if the parcel goes missing in transit.

Are my purchases guaranteed?

We want you to be absolutely delighted with your purchases. Thats why we give you 14 days to return any unused product.

How can I keep track of my package?

When we ship your order, an e-mail will be sent to you with a link to a site where you can follow your package.

How do I know when my package has arrived?

DHL will deliver the package to the address you supply in your order. In case of failure delivery, they will leave a note about how to collect your package.

For PostNord you will be notified by SMS, If you stated a mobile phone number, when and where the package is ready to be picked up. Otherwise you will be notified by mail.

How can I pay?

You can pay online with a credit card or by invoice (only available in Sweden, Finland, Denmark and Germany). Visa and Mastercard are accepted.

Can I return a product?

We always offer a free return period of 14 days from delivery. That means that you have 14 days from receiving your package to make a return. This assumes that the product has not been worn and is returned in the same condition as you received it. The product has to be returned in the original shoe box and any damage will cause a discount up to 100%.

How do I return a product?

In case of return go to our return online service at: www.vagabond.com/returns and log in with the requested details to generate the return label. You can also deliver your return in person in any of our Vagabond Stores. All refunds are handled by Customer Service from our Head Quarter in Sweden. In case you want to make an exchange, please go through the return process and then lay a new order online.

How do I return a faulty product?

When handling returns of faulty products, we adhere to European consumer laws. To read which rules apply within this law, go to www.konsumenteuropa.se/en/Topics/E-commerce. Contact Customer Service, preferable at e-store@vagabond.com as soon as you discover the fault.

Can I buy your shoes online?

Yes, if you are over 18 years (or have your guardian´s approval) and are resident in any of Vagabond e-store countries.

Are the same terms and conditions applicable regardless of where I am resident?

No, due to different freight terms and conditions for us, in some cases we have to apply different freight policies depending on where you are resident.

Which size to order?

On the product detail page you will find our size help. Our sizes are described in EU, UK and US -sizes.

How is the heel measured?

Heels are measured at right angles to the floor (at the back of the heel). The binding sole is excluded in the measurements.

I can not select my size, why?

If you cant choose a specific size it means the product has not arrived yet or the product is temporarily or permanently sold out. We do our best to keep popular products and sizes in stock. If the size is temporarily out of stock you can add your e-mail address when choosing your size and If we get a restock, you will be automatically notified by mail. You can always contact Customer Service for more information.

Is my personal information confidential?

We keep all your personal information on a secure server and will only share it if you give us permission to do so.

How do I know I can order safely?

When visiting vagabond.com through https, you as a customer leave personal information in conjunction with a transaction are what are called secure pages (encrypted transfer of information). Vagabond is using certificates issued by GoDaddy Operating Company. The certificate guarantees that you are communicating with our web site, vagabond.com, and that the transfer of information is encrypted. Most web browsers use symbols to show that you are visiting a non-secure/secure web page. These symbols are visible in the lower left or right corner of the screen.

Card payment transactions with Vagabond use high-grade encryption technology carried out over an encrypted secure connection.

How are cookies used?

Cookies are small pieces of information that are stored by your browser on your computers hard drive. They enable us to provide features such as personalisation and to store items in your shopping basket between visits.

Where can I find my favourite shoe in a physical store?

Vagabond shoes are sold all over Europe, USA, Russia and China and they are all listed under dealers. For more information about Vagabond Concept Stores: contact e-store@vagabond.com. For information about your nearest independent Vagabond dealer contact info@vagabond.com.