You can return your order within 14 Days after you received your order.

Check your return process in the next answered questions.

We reserve the right to return your order to you if your order is sent back to us after the 15th day after receipt.

For Orders in Germany and the EU please use our Return Portal:

Link
If you not using the returns portal:
In this case, you need to send your order back by yourself to the address below:

Name: VICINITY GmbH
Street + House Nr.:

Hertzstraße 1
City: Herrenberg-Gültstein
ZIP Code: 71083

For more help and information, please use our Customer Information form.

Alternative mit Schritt für Schritt Anleitung:
Rücksendeformular
(Wir empfehlen unser Retoure Portal)

This article is mainly provided for orders from Switzerland, UK, USA, Norway, Australia, Canada, Iceland.
But can also serve for any other regions of the world.
You need to send your order back by yourself.

Please note that your return have to go through german customs and will be inspected when you return. Therefore we ask you to fill out our "Customs Information Form" and put it on your package seeable for everyone before sending it back to Germany.

Our return address is:

Name: VICINITY GmbH
Street + House Nr.:

Hertzstraße 1
City: Herrenberg-Gültstein
ZIP Code: 71083
State: Germany

Yes, you must pay for the cost of your return.
Either you pay in our return portal and receive your return label there or you have to take care of the return shipment yourself with a parcel service.

We will inform you about the expected delivery time of your order in checkout and in your order confirmation email - this time may vary according to the selected items and the shipping method.

Once your order is shipped, you will automatically receive a shipping confirmation with the shipping tracking number to the email adress you ordered with or your account is related too. If you ordered on a drop day, there may be delays due to the high volume of orders.

Yes, we offer worldwide shipping.

*Due the conflict in Russia & Ukraine we cant ship to these places.

There are several reasons why your shipping tracking has not been updated yet:

• Your order is already packed & ready for pickup, but it has not yet been picked up from our warehouse by the shipping carrier.
• Your order is already in transit, but cannot be delivered due to missing information.
  
  In this case, simply wait as the shipping carrier contacts us and we will get back to you to resolve the issue.

If your order has been marked as delivered but you have not received it, please contact our support team as soon as possible, ideally within 48 hours of the delivery notification, via our contact form and select the reason "My order has been delivered for several days according to the tracking but I have not received anything," or email us at support@vicinityclo.de.

Before contacting us, we recommend checking with your neighbors or household members and reviewing your delivery location, as parcels are sometimes left there.

Once you contact us, we will review the case and initiate an investigation with the shipping carrier to locate your parcel. If necessary, we will arrange a reshipment of your order. Please note that proof of delivery provided by the shipping carrier will be reviewed as part of the investigation.

If your package arrives damaged, meaning it was damaged during transport or delivery, please report the issue immediately, and no later than 7 days after delivery, to the local branch of the shipping carrier responsible for your shipment. Please also inform our support team at support@vicinityclo.de about the case as soon as possible.

Please make sure to document any visible damage to the outer packaging, any discrepancies in item quantity, and any visible damage to the products. You should receive a written confirmation from the carrier, which we kindly ask you to share with us.

Please note: Reporting the damage to the shipping carrier within the specified timeframe helps us resolve your case promptly.

To reset your password, you just need to click on "forgotten password" when logging in.
Enter the email address you use for your Vicinity account and click send. You'll receive an email with a password reset link in it

please note: this email may take a couple of minutes to reach you and could appear in your spam / junk folder

Click on the link in the email and you will be prompted to enter a new password.

1. Under "Your addresses" in your customer account, you can modify your delivery addresses or add new ones.

Here you can also specify default delivery addresses, which saves you time during the order process.

2. You have also the possibilty to change your adress after your ordered in your order confirmation e-mail. Take a look at "YOUR INFORMATION" and click "Edit Shipping Address".

Tip: Update your addresses before you order as delivery and invoice addresses cannot be changed once an order is on the way.

If you want to unsubscribe from our newsletter you can do it by clicking on unsubscribe in any newsletter email you got from us. 

IMPORTANT: Before you unsubscribe, please do not mark these emails as spam, as this may also block the delivery of other important emails from Vicinity. (order confirmation, etc).

We aim to review and process all requests as quickly as possible; however, we cannot guarantee a cancellation in every case.

To cancel your order, please use our contact form and use the reason "I want to cancel my order."

If your order has already been processed or shipped, please refer to our Returns page or the next steps once you have received your items. 

If you have ordered something from us and it has been successfully debited from your bank or PayPal account this order is also in our system. It may happen that you do not receive an order confirmation email, due to the high volume of orders on Dropdays.

For this reason, please use our contact form to get in touch with us with your full name and address so that we can send you the order confirmation email.

Also please check your spam order for an order confirmation email or see if your payment amount has been deducted by the payment service provider you have chosen.

If you still did not receive an order confirmation email, this could be due to the following reasons: 

• You canceled your order or your payment was declined. (but even then you will receive an infomation by e-mail)
• You have entered your email address incorrectly and therefore you will not receive an order confirmation.
  
  To change your email address, contact us with your full name, address and correct email, so we can change it for you.
• You are on a fake site (always check the domain of the website or visit for example our social media accounts to get to the right website).

We aim to review and process all requests as quickly as possible; however, we cannot guarantee a change in every case.

As long as your order has not yet been processed or shipped, an adjustment may still be possible in individual cases.

If your requested changes result in price differences, we cannot guarantee that your order can be processed again. Order modifications are only possible while the desired items are still in stock.

To find out whether your order can still be changed, please contact us at support@vicinityclo.de.

We're very sorry if your item arrived defective. You can make a claim for the item by contacting our customer support. Click here to contact us via our contact form. Use the reason "My order is damaged" and provide us our case and pictures of your damaged Item.

Please tell us all of the information requested, so that we can process your claim as soon as possible.

Once you have browsed and decided on a colour and size for an item you want to purchase, place the desired item(s) in the shopping basket. To do this just click on "Add to Cart" ("In den Warenkorb").

In your basket you will find an overview of all the items you have added. Check your choice of colour, size, and quantity. Important note: Only after completing your order are the items effectively reserved for you.

If you're happy with your selection, then click on "Checkout" to proceed to payment, and complete your order.

You will receive a confirmation email with your order number shortly after you order. To stay informed about the status of your order visit "My orders" in your customer account.

We will also notify you by email as soon as your delivery leaves our warehouse. This email will also provide you with your tracking number. This email is called shipping confirmation.

In this case you don't have to worry, we are already in the middle of the process of sending your order to you as soon as possible.

In case of any complications, we will contact you immediately otherwise you will get your order soon.

We accept:

1. AliPay
2. AliPay HK
3. AMEX
4. Apple Pay
5. Bancontact
6. eps-Überweisung
7. Google Pay
8. Ideal
9. Klarna Rechnung
10. Maestro
11. MasterCard
12. PayPal
13. Shop Pay
14. Sofort
15. UnionPay
16. VISA
17. WeChat Pay

We accept all currencies. When an order is paid, your bank will convert it to your currency automatically to euro. The amount of  a product is always shown in euros.