Terms of
Service

Throughout these terms, the following words have the meanings set out below.

By accessing or using vaultandhide.com — including browsing product pages, creating an account, adding items to your cart, or completing a purchase — you confirm that you have read, understood, and agree to be bound by these terms of service, together with our Privacy Policy, Cookie Policy, and any other policies referenced herein.

If you do not agree to these terms, you must not use the website or place any order. If you are purchasing on behalf of a business or organisation, you confirm that you have the authority to bind that entity to these terms.

These terms apply to all users of the website worldwide, subject to the jurisdiction-specific provisions in section 18.

You must be at least 18 years of age to make a purchase on vaultandhide.com. By placing an order, you confirm that you meet this requirement.

You may browse the website without registering an account. To access order history, saved designs, wishlist, and Vault Rewards, you will need a free account. When registering you agree to:

• Provide accurate, current, and complete information.
• Keep your login credentials confidential and not share them with any third party.
• Notify us immediately at [email protected] if you suspect unauthorised access to your account.
• Accept responsibility for all activity that occurs under your account.

We reserve the right to suspend or terminate accounts that contain false information, show signs of fraudulent activity, or breach these terms.

We take great care to present our products accurately. All product descriptions, dimensions, material specifications, and photography are provided in good faith and are as accurate as reasonably possible. However:

• Natural leather variation: All jackets are made from genuine animal hide. Grain patterns, texture, minor marks, and subtle colour variation between hides are inherent characteristics of full-grain and top-grain leather — not defects.
• Colour accuracy: We aim to represent colours faithfully, but appearance on screen depends on your device settings. We cannot guarantee an exact colour match between a product image and the physical item.
• Measurements: All garment measurements are a guide. We strongly recommend consulting our Size Guide before purchasing. Variation of up to ±2cm from stated measurements is within normal manufacturing tolerance.
• Availability: Product listings are subject to availability. We reserve the right to withdraw any product from sale at any time without notice.

If a product you receive materially differs from its description, you are entitled to a remedy under applicable consumer protection law. Please contact us within 14 days of receipt.

Placing an order on vaultandhide.com is a two-stage process. A binding contract is only formed at step 3.

We reserve the right to decline any order at our sole discretion. In such cases we will notify you promptly and issue a full refund of any payment taken.

All prices are shown in your selected currency and are inclusive of any applicable sales tax or VAT where we are legally required to collect it. The price at checkout is the total you will pay to Vault & Hide, excluding any import duties payable by you upon delivery (see section 9). The price applicable to your order is fixed at the point your order confirmation is issued.

Promotional prices and discount codes are valid for the stated period only and cannot be applied retrospectively. Only one promotional code may be applied per order unless explicitly stated otherwise.

We accept Visa, Mastercard, American Express, PayPal, Stripe, Apple Pay, Google Pay, and Klarna. All transactions are processed securely through our payment partners using industry-standard TLS encryption. By submitting payment details, you confirm that you are the authorised holder of the payment method and that sufficient funds are available.

We do not store your full card details on our servers. Card data is tokenised and handled by our PCI-DSS compliant payment processors.

We ship worldwide. Shipping costs, estimated delivery times, and available carriers for your destination are shown at checkout before you confirm your order. Estimated delivery windows are provided in good faith and are not guaranteed.

For standard (non-bespoke) orders, we aim to dispatch within 2–3 business days of order confirmation. Delivery timelines begin from the date of dispatch, not the date of order.

Vault & Hide is not responsible for delays caused by: carrier disruptions or force majeure events; incorrect delivery addresses provided by the customer; delays at customs or border control; or failed delivery attempts where the recipient did not rearrange redelivery.

If your order is lost in transit, please contact us within 30 days of the dispatch date. We will investigate with the carrier and, where loss is confirmed, either reship your order or issue a full refund at your election. If your order arrives damaged, photograph the packaging and product immediately and contact us within 5 business days.

Vault & Hide ships from Pakistan. Orders delivered outside Pakistan may be subject to import duties, customs fees, and local taxes imposed by the destination country's customs authority. These charges are entirely outside our control and are the sole responsibility of the recipient.

We are legally required to declare the full value and contents of all shipments on customs documentation. We will not under-declare the value of goods or mark shipments as "gifts" to reduce customs liability — this constitutes customs fraud and violates international trade law.

If an order is refused or abandoned at customs and returned to us, we will refund the product cost minus any return shipping and customs handling fees incurred. Original shipping costs are non-refundable in such cases.

We offer a 30-day return window on all standard, non-customised products. To be eligible, the item must be unworn, unwashed, in its original condition with all tags attached, and free from any signs of use.

To initiate a return, visit our returns page or email [email protected] within 30 days of receipt. Items sent back without a returns authorisation may be refused.

Refunds are processed to your original payment method within 5–10 business days of us receiving and inspecting the returned item. Original shipping costs are refunded only where the return is due to our error or a product defect.

If you receive a product that is faulty, damaged in transit, or materially different from what you ordered, you are entitled to a full refund including return shipping costs, or a free replacement at your choice. Please contact us within 14 days of receipt with photographs of the issue.

Nothing in these terms affects your statutory rights as a consumer. In the UK, consumers are additionally protected by the Consumer Contracts Regulations 2013, which provide a 14-day right to cancel distance purchases from the date of delivery. In the EU, equivalent rights are provided under the Consumer Rights Directive.

Bespoke orders — including those placed through our Design Your Own tool, made-to-measure service, or corporate customisation programme — are subject to the following additional terms.

Bespoke items will be replaced or remade at no charge if they contain a manufacturing defect or materially deviate from the approved design. Customer errors in measurements or design selections are not grounds for a free remake, though we will work with you to find a resolution.

All Vault & Hide leather jackets are backed by a 12-month manufacturing warranty from the date of delivery, covering defects in materials and workmanship under normal use. This warranty covers: stitching failure not caused by abnormal stress; hardware defects including zipper failure, buckle breakage, or snap malfunction; lining separation from the shell; and significant premature leather cracking not attributable to lack of care.

This warranty does not cover: normal wear and tear or natural ageing of leather; damage from misuse, accidents, water, extreme heat, or chemicals; damage from failure to follow our leather care guidance; or alterations carried out by a third party not authorised by us.

To make a warranty claim, email [email protected] with your order number, a description of the issue, and clear photographs. We will assess the claim within 5 business days. This warranty is in addition to, and does not affect, your statutory rights as a consumer.

All content on vaultandhide.com — including text, images, designs, logos, product photographs, and software — is the intellectual property of Vault & Hide or its licensors and is protected by applicable copyright, trademark, and design law. You may not reproduce, redistribute, or use any content from our website without our prior written consent. Full details are set out in our Intellectual Property Policy, which forms part of these terms.

You agree to use vaultandhide.com only for lawful purposes. You must not: use the website to transmit spam or malicious code; attempt to gain unauthorised access to any part of the website or its servers; use automated tools or scrapers to extract data; impersonate Vault & Hide or any other person; submit false reviews or fraudulent orders; or use the website for any commercial activity without a written wholesale or affiliate agreement.

We reserve the right to block access, cancel orders, and take legal action where these conditions are breached. Serious violations will be reported to relevant law enforcement authorities.

To the maximum extent permitted by applicable law, Vault & Hide's total liability to you in connection with any order shall not exceed the total amount paid by you for that specific order. We are not liable for any indirect, incidental, consequential, or punitive damages; loss of profits, revenue, or data; or loss arising from circumstances outside our reasonable control including natural disasters, carrier failures, or government actions.

The website and its content are provided on an "as is" and "as available" basis. While we work hard to keep the website accurate and secure, we make no warranties regarding its uninterrupted availability, the accuracy of all content, or the fitness of any product for a purpose beyond what is described in the product listing. Links to third-party websites are provided for convenience only — we do not endorse or accept responsibility for any third-party content, products, or services.

You agree to indemnify, defend, and hold harmless Vault & Hide, its directors, employees, agents, and licensors from and against any claims, liabilities, damages, losses, costs, and expenses — including reasonable legal fees — arising from your breach of these terms, your violation of any applicable law, your infringement of any third-party right, or any fraudulent or harmful act by you in connection with our website or products.

These terms are governed by the laws of Pakistan. However, where you are a consumer purchasing from within a specific jurisdiction, you retain the benefit of any mandatory consumer protection laws that apply in your country of residence.

Before initiating any formal legal proceedings, please contact us at [email protected] to allow us to try to resolve the dispute informally. We commit to acknowledging your complaint within 3 business days and providing a substantive response within 14 business days.

EU consumers may also use the European Commission's Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr.

We may update these terms at any time to reflect changes in our business or applicable law. When we make material changes, we will update the "last reviewed" date, display a notice on the website for 30 days, and notify registered account holders by email where changes are significant. Your continued use of the website after changes are posted constitutes acceptance of the updated terms.

For legal enquiries, warranty claims, or formal complaints, please contact our legal and customer operations team. For general order support, returns, and product questions, please use our contact page or live chat.