How can we help?

FAQ

ABOUT VETTA

What is VETTA?

VETTA is a woman-owned business that was started with a mission to create beautiful, versatile clothing with a commitment to treating the earth and its inhabitants with dignity and respect. You can learn more about us here.

What is a capsule wardrobe?

A capsule wardrobe is made-up of key clothing items and go-to pieces that can be worn on repeat to make your life and getting dressed easier. We create mini capsule wardrobes made up of five versatile pieces that can be mixed and matched to create a month's worth of outfits. You can buy the entire capsule or shop individual pieces to start building your dream wardrobe. Read more about capsule wardrobes here.

Can the five pieces in a capsule really make 30 outfits?

It’s true! We create 5 piece capsules that can make 30 outfits (no matter which colors you choose). And you aren't limited to the exact outfits we've come up with - there's no wrong way to wear our clothes, and we give you full permission to be creative. Tag us @vettacapsule to show us how you wear your VETTA!

ORDERS + SHIPPING

Where do you ship?

We ship to all 50 states in the U.S. through USPS. Because we ship through USPS, we can deliver orders to P.O. Boxes, US territories (including Puerto Rico, U.S. Virgin Islands, Guam, American Samoa, Micronesia, and Marshall Islands), and U.S. military bases. 

We offer international shipping to the following countries: Australia, Canada, France, Germany, India, Ireland, Italy, Netherlands, Sweden, Singapore, United Kingdom.

How much is shipping?

U.S.: Shipping is free!
International: Orders shipped internationally do have duties + shipping fees, which are calculated at checkout.

Will I be charged extra fees? (International)

All duties are paid upfront at checkout, so there will be no extra fees when you receive your order. By completing your order you agree to pay all customs fees, taxes, brokers fees, or other charges. We recommend holding onto the tracking information, and contacting your local post office regarding taxes and duties.

How long will it take for my order to ship?

U.S.: Once your order is placed, our fulfillment center packs your order and USPS picks it up within 5-10 business days.
International: Orders are generally shipped within 5-10 business days. You’ll receive an email with tracking information once your item has been shipped.

How long does shipping take?

U.S.: Standard shipping takes 2-5 business days within the continental U.S.

International: For International orders, the time may vary depending on the service you select and current border conditions. Once your order leaves our fulfillment center, it is the responsibility of the carrier to deliver the order and we are unable to provide further information.

If you experience any delays, you can reach out to the USPS (here) or international carrier directly.

*Please note: Due to COVID-19 warehouse restrictions, border policies, and USPS delays, please allow additional time for shipping. Thank you for your patience!

How do you ship your orders?

U.S.: We proudly ship all U.S. orders through the USPS (First Class or Priority), but due to the ongoing pandemic and budget shortages, the delivery times may be longer than usual.
International: For international orders you will see the options for shipping carriers at check out.

Can I expedite my order?

U.S.: We only offer First Class (1-3 days) or Priority Shipping (1-3 days) in the U.S. at this time, but the good news is that U.S. shipping is free!
International: We cannot expedite orders, but you can select the shipping option with the fastest delivery range at checkout. 

Can I cancel or edit my order after I’ve placed it?

We cannot make any changes to orders once they are placed, so be sure to double-check your information before you place your order! If you need to forward a package or intercept it, head to the USPS website.

I just placed an order but didn’t receive an email confirmation. How do I know my order went through?

Sometimes our emails are accidentally sent to a spam or junk folder. If you can’t find the confirmation email in any folder, please email us at hello@vettacapsule.com and we’d be happy to look into your online order for you.

How do I check the status of my order?

Once your order has shipped, you’ll receive an email confirmation with tracking details. You can use that tracking link to keep an eye on your order.

I’m having trouble with my tracking.

Sorry to hear that! You’ll receive an email with tracking details once your order has shipped. Tracking can take 1-2 days to update once the package is picked up by the carrier. If you’re having issues with your tracking please email us at hello@vettacapsule.com and we can help.

What do I do if my package is lost or stolen?

Once your order leaves our fulfillment center, it is the responsibility of the carrier to deliver the order. We recommend that you reach out to the USPS (here) or international carrier directly.
U.S: We recommend checking in with your neighbors to see if it was delivered to the wrong address or picked up by mistake. Additionally, USPS can mark a package as delivered up to 48 hours in advance. If your package has not shown up within 48 hours after it states it was delivered, please email hello@vettacapsule.com and we will launch a formal investigation to locate your order.
International: We suggest talking with your neighbors to see if your package was accidentally delivered to the wrong address or picked up by mistake. Please note we are not responsible for lost packages. You will need to contact your carrier directly for more information.

PRE-ORDER

Do you offer pre-order?

We offer pre-order for select products only. If an item is available for pre-order, it will be noted on the product page and will be available when you go to add the item to your shopping cart.

Can you send my in-stock items early?

At this time, we are unable to split up orders and ship in-stock items separately. If you would like to receive other items in your cart early, we recommend placing separate orders. We cannot split the order up retroactively. If this impacts your ability to use a capsule code, please email hello@vettacapsule.com and we will be happy to assist you.

When will my preorder items ship?

Expected shipping times will be noted on the product page of the pre-order item. Once we are able to fulfill your entire order, we will pack + ship your order within 5 business days.

Is the return policy the same for orders containing pre-ordered items?

You will be eligible for our normal return policy, but we have updated the window so that you have 30 days from the date your order ships to request a return. You will need to email hello@vettacapsule.com to start the process.

BILLING

When will I be charged for my order?

Your credit card will be charged as soon as your order is placed.

What types of payment methods do you accept?

We accept PayPal, Google Pay, ApplePay, ShopPay, American Express, Discover, Visa, and Mastercard. We also offer AfterPay. Only one credit card option can be used per order, but you can also use VETTA store credit/gift card in conjunction with a credit card.

What do I do if my payment method is declined?

This happens sometimes if you’ve entered your information incorrectly. Make sure the billing details you entered on our site (i.e. zip code and security code) match the details on your card.

What is Afterpay?

Afterpay is a platform that allows you to make purchases now and pay for the purchase in 4 equal installments every 2 weeks without interest.

How do I get a refund if I paid for my order with Afterpay?

Refunds through Afterpay typically take longer than a standard refund because we process a refund on our end, then your refund is processed through Afterpay’s platform. If you have any additional questions, we recommend checking out this page found on the Afterpay site or reaching out to them directly.

RETURNS AND EXCHANGES

What is your return policy?

U.S. and International: For full-priced items, we gladly accept unworn, unwashed items with the tags still attached within 30 days of fulfillment. 

If you purchased your item(s) using a capsule discount code, we will also accept your return. All returns must arrive in brand-new condition, with no signs of wear and tear, no alterations or strong scents, and have all pieces (don’t forget the belt!). We will monitor returns for potential misuse or abuse of our policies, including the return of items that are outside of our return policy as stated above, in poor condition, or missing pieces of the garment.

US: We offer three options for returns. You can select refund to original payment method ($7.95 processing fee), exchange (no fee), or Shop Now (no fee). A label is provided for all returns to be printed and shipped via USPS.

INTL: We offer refund to original payment method. A return label will be emailed to you and the cost of the label will be deducted from your return amount but there will not be any additional fees.

Please see the below FAQ for our return policy for sale items.

What is your return policy for items purchased on sale?

All sale items are final sale and not eligible for a return. Sale items can be found in our sale section, and have the price marked down on the site. This does not apply to items that use a capsule discount code or customcapsule code.

What is your refund policy?

U.S: If you select a return to original payment method, there is a $7.95 processing fee to cover the cost of shipping and processing returns at our warehouse. If you used store credit + credit card, the return amount will go back onto the original store credit and credit card, in proportion to how much was paid. All returns are processed when they have been checked by a small member of our team. Exchanges do not have any processing fee!

INTL: Refunds are processed back to the credit card used for the purchase, less the cost of the shipping label. Taxes/duties are not refunded, but you may request a refund via your local customs office.

Do you offer exchanges?

U.S.: Yes, we do offer free exchanges on U.S. orders!
International: We cannot offer exchanges for international orders at this time.

How do I start to make a return or exchange?

U.S.:  Please go to https://returns.vettacapsule.com/#/ to start your return process. We offer refunds, exchanges, or Shop Now.

Refund to original payment method: label provided, flat fee of $7.95 that is deducted from your refund. Exchanges: Label Provided, free return shipping.

International: Go to https://returns.vettacapsule.com/#/ to start your return process. You are only eligible for a refund to original payment method. A return label will be sent to your email address and the cost of the label will be deducted from your refund amount. Please note we are not responsible for lost packages, international taxes, or duties.

What is your exchange policy? (U.S.)

We offer free exchanges for any in-stock item that is the same value of the item you purchased.  Since we launch in small batches, we recommend selecting instant exchanges.

If you do not use the instant exchange feature and your exchange request is not in stock when we receive your return, we will not be able to process your request and a refund ( $7.95 processing fee) will be processed.

What is an instant exchange?

When requesting an exchange, you can use instant exchanges on our return portal which will create a new order for you and  ship out your new order within 5 business days. You will only be charged for the full price of the item if you do not return the original item within 14 days. If your return is not scanned in before 14 days, but is eventually returned to us, we will refund the charge. Please email us at hello@vettacapsule.com to let us know.

What is Shop Now?

U.S: When you are returning items that are eligible for an exchange, you can use shop now to exchange for a different piece that is in stock on our site. Select the items you want to return and you will receive credits toward the purchase of any other items through the portal. Credits only apply through the portal at the time the return request is placed and can’t be saved for later. If you select an item that costs greater (or less than) the price of your original item, the difference will be refunded or charged to the customer after they make their selections. Since we honor the discount value of your original order, no additional discounts can be added to Shop Now orders.

International: ShopNow is not supported for International returns at this time.

How can I track my return?

You can track your returns process through your unique return status page. If you have trouble accessing the page, send us an email at hello@vettacapsule.com and we can provide the link for you.

Why can’t I request a return on your portal?

All return requests must be made within 30 days of purchase. If you are outside of this window, you will not be able to request a return. If the portal is unable to locate your order, make sure you are using the email address or zip code associated with the order, and your correct order number. 
International: Sale items are final sale for international orders, so you will not be able to request a return on our portal.

Can I combine my return items from multiple orders in one box?

At this time, returns can only be shipped back with other items from the same original order. In order to process your request, you will need to separate your items corresponding to the original order and ship them back in different boxes to ensure your return will be properly processed and refunded/exchanged. If you include items that were not requested, we will not be able to process a refund or exchange for the extra items.  

I already made a return request but I want to add another item from the same order?

We can help you reset your return request! Just email us at hello@vettacapsule.com with your order number and we will be happy to help. Any items that are included in the box and do not have a corresponding request will not be refunded or exchanged.

Can I return or exchange a gift I received?

You can request a return for an exchange within 30 days of fulfillment for unworn items. You can access the gift return portal here

I sent back my return. When will I get my refund?

We process all returns once they arrive at our warehouse, which is within 5 -10 business days of delivery. You will receive an email confirmation confirming the amount that will be refunded back onto the original payment method used for the order (ie gift card, Afterpay, PayPal, etc.). Discount codes are evenly applied across every item in the order. Please keep in mind that it may take up to 10 days for your bank to deposit the refund to your account, depending on your bank. 

Can I add a custom capsule code onto my return?

We do not accept extra discount codes on exchanges or returns at this time.

PRODUCTS

What size am I?

Our sizes are generally true-to-size. Check out our sizing chart (which shows the recommended body measurements) or reference the detailed fit information on each product page (new styles should include the garment measurements). We also have Real Customer photo shoots in our Blog, where we photograph five real customers (not models) ranging in size from 0 to 18, because these photos give our customers an idea of how VETTA looks on different body types. If you have a question about sizing that isn’t answered there, you can always reach out to hello@vettacapsule.com

How can I find more information about a specific item?

You can find full product details on each individual product page, including how to wear it, where it was made, and fit and fabric details. If you have any questions that aren’t found on our site, please email us at hello@vettacapsule.com and we’d be happy to help!

You’re sold out of the item I want! What can I do?

You can sign up on individual product pages via the “email me when available” button to be notified if we receive more inventory of that item. Click the size/color that is sold out to be able to sign up! We always suggest you sign up for our newsletter so that you’ll be the first to hear about restocks (as well as new products!).

Are you planning to bring back [sold out item]?

We never say never! Thanks to your feedback, we know which items are fan favorites and we use that information to decide what to bring back and how we can make new, improved versions of our pieces. We recommend signing up via the “email me when available” button on the product detail pages you’re interested in, which will let you know if we get any stock in your size. Or if you want to be the first to hear about past items we’re bringing back, sign up for our mailing list! We promise to only email you the important stuff.

How do I take care of my VETTA pieces?

Each product has its own individual care needs. You can find care details on individual product pages under “DETAILS” and by checking out our Care Page for the cleaning instructions that didn’t fit on the label.

DISCOUNTS

Can I create a custom capsule?

Definitely! Please check out these unique discount codes for creating a custom capsule. 

Can I combine discount codes with my order?

Offers cannot be combined. Only one discount code can be used at a time. Discount codes cannot be added to items that are on sale (price marked down on the website).
First time purchase discount code cannot be combined with other offers or sales. It can be saved for a second purchase, if a different discount code is used for the first purchase.

Why could I not apply a discount code? Can I get a retroactive discount?

It could be for a few reasons. If you use ApplePay, there will not be an option to add a discount code, and in that case please email us at hello@vettacapsule.com within 24 hours of purchase, we would be happy to assist you.  If you already applied a discount code, or if the items in your cart are not eligible for that discount code, the discount will not work and you are not eligible for that discount. Any special offers, discount codes, or bundles do not apply, and retroactive discounts cannot be applied.

I just purchased an item that went on sale. Do you offer price adjustments?

We’re happy to honor a one-time price adjustment on full-price merchandise within seven days of the purchase date. Items not purchased at full price are ineligible for price adjustments. Special offers, discount codes, or bundles do not apply, and cannot be price matched.

ACCOUNTS

What is a VETTA account?

You don’t need an account to place an order with us, but you can use your VETTA account to log your order history.

How do I create a VETTA account?

Sign up right from the 'Account' button on our site.

GIFT CARDS

Can I buy a gift card?

We do not currently offer VETTA gift cards for sale on our site. This does not impact any outstanding gift cards. We still accept VETTA gift cards/store credit as a form of payment on our site. If you are looking to gift someone VETTA, we do offer free exchanges for all US orders within 30 days of fulfillment, if you want to gift someone VETTA and are worried about the fit!

How do I redeem my gift card?

To use your gift card, just enter the gift card code at checkout under the “gift card and discount” box on the “Shipping” page of checkout.
If your order is more than your gift card amount, you will need to use an additional credit card which can be entered on the “Payment” page.

What happens if I return an order that used a gift card?

If you use a gift card for the order, and you select ‘return to payment method’ you will be refunded onto the same gift card that was used for the order. We will not resend the gift card code, so make sure you still have access to it in your inbox or email us at hello@vettacapsule.com.
If you used a gift card and a credit card for the order, you will first be refunded back to the original gift card and then the payment method used. We cannot refund a payment method for a greater amount than was paid for by the original payment method.

OPPORTUNITIES

Do you collaborate with influencers or have an affiliate program?

We do! Please visit our collaborations page for more information.

Are you hiring?

Thanks for your interest in working with us! Click here to find out about our current job openings.

Get in touch

Have questions about your order, or a general enquiry?