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Contact us

We're a real team in Karachi and we answer every message personally. Choose the channel that works best for you or fill in the form below. We typically respond within a few hours, 7 days a week.

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Fastest response
Live chat
Chat directly with our team from any page. For sizing questions, tracking issues, and anything urgent — this is the quickest route to a real answer.
Available now · 7 days a week
Usually responds in < 5 minutes
📱
Most popular
WhatsApp
Message us on WhatsApp for sizing advice, order help, or bespoke enquiries. Send photos, measurements, or reference images directly.
Mon–Sat · 9 am–7 pm PKT
Usually responds in < 15 minutes Message on WhatsApp ↗
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For detailed queries
Email
For detailed enquiries, order disputes, bespoke briefs, and anything requiring documentation. Use the form below or email [email protected].
Monitored 7 days a week
Responds within 24 hours
Send us a message
We read and respond to every message — no bots, no automated replies
What's this about?
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I agree that Vault & Hide may use my data to respond to this enquiry in accordance with the Privacy Policy. I understand my data is not used for marketing without separate consent.
We typically respond within 24 hours — often much sooner.
👥 Our support team
AS
NK
RI
ZB
FA
Aisha, Nabeel, Rida, Zain, and Fatima. Real people who know leather and genuinely enjoy solving problems.
Team online now
🕐 Response hours
Mon – Fri9 am – 8 pm PKT
Saturday10 am – 6 pm PKT
Sunday11 am – 4 pm PKT
PKT = Pakistan Standard Time (UTC+5). Messages received outside hours are answered first thing next morning.
🌍 Karachi time right now
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🔗 Self-service links
Track my order › Start a return › Size guide › Help centre / FAQ › Shipping info ›
Specialist contact addresses
General support
Orders, tracking, sizing questions, product queries, and general customer service.
Returns & exchanges
Return requests, exchange authorisations, refund status, and damaged item reports.
Bespoke & custom orders
Custom jacket briefs, bespoke order queries, design approvals, and measurement consultations.
Wholesale & trade
Trade account applications, wholesale pricing, B2B orders, and retailer enquiries.
Corporate & bulk orders
Branded jackets, corporate gifting, event merchandise, and bulk order quotes (10+ units).
Press & media
Editorial coverage, interview requests, press kit access, and brand ambassador enquiries.
Privacy & data
GDPR requests, data subject access, erasure requests, and privacy policy queries.
Authenticity & legal
Authenticity verification, counterfeit reports, certificate requests, and IP enquiries.
Export & customs
Customs documentation, export certificates, HS code queries, and trade compliance.
Manufacturing facility
Vault & Hide
SITE Industrial Area
Karachi, Sindh 75700
Pakistan
Not open to the public
US contact address
Vault & Hide
10266 Curry Ford Rd
Orlando, FL 32825
United States
Customer enquiries: [email protected]
Response time commitments
General support< 24 hours
Returns & refunds< 24 hours
Bespoke briefs< 48 hours
Privacy / GDPR< 5 business days
Press enquiries< 48 hours
Legal matters< 3 business days
Before contacting us, the Help Centre answers 84 common questions instantly — including tracking, sizing, returns, customs, and bespoke lead times. Most questions are answered there without needing to wait for a reply.