ACCOUNT RELATED

Why do I need to register while shopping?

  • You need to register so that we can enhance your shopping experience.Β 
  • You get a one-time Flat 5% off on registration and we keep you updated on your orders through SMS/email.Β 
  • Though we allow you to shop as a guest, however to avail the offers and discount we suggest that you register.

Is my personal information safe?

We assure you that your information is safe with us. Please refer to the Privacy Policyfor further information.

I forgot my password, what do I do?

● One can generate a new password by clicking on the "Forgot Password" option at the sign
in/login page.
● An email will be sent to create a new password to your registered email Id.

ORDER RELATED

I forgot my password, what do I do?

  • One can generate a new password by clicking on the "Forgot Password" option at the sign in/login page.Β 
  • An email will be sent to create a new password to your registered email Id.

How do I shop/place an order on the website?

  • Visit www.voganow.com and check out our collection of products.
  • Choose a product of your liking, select the size, complete shipping information, choose payment method, checkout and pay. Your order is placed with us.

How can I resolve a pre-order enquiry?

  • You can go to the β€˜Contact us’ page and on the right hand side there is a β€˜Hit us up’ section where you can send in your message/query quoting your name, email id & phone number.

In case you require further assistance please contact our Customer Support team via phone (+91 8699007809) or email (sales@voganow.com).

How will I know if my order is placed successfully?

Once your order is successfully placed, you will receive an order placement email from us. This mail will have all the details related to your order. You will also receive an order confirmation text.

What is the Try & Buy service, do you have it?

  • Try and buy service entitles you to try-out your purchases at the time of delivery, pay only for what you like and you may return the rest on-the-spot.Β 
  • Please note that it's only available on pre-paid customized orders. The customer receives a sample pair from us for size trial after the order confirmation and once payment is made.
  • Try and Buy will not be available during big sale days; we will re-offer the service, post such events.

How do I place a bulk order?

Please drop us an email regardingcorporate and bulk orders at sales@voganow.com or WhatsApp +91 8699007809 and we will assist you accordingly.

My foot measurements are in between two different shoe sizes. What should I do?

  • In case you are very sure of your half size, order a size higher and email/call us to notify about the half size required.
  • If you are not sure, you can order the size you are more certain of. Keep in mind that we offer free β€˜one time exchange’, in case your shoes turn out to be too small or large.

There is a size related issue with the customized shoe. What can be done?

  • As far as customized orders are concerned the customer will receive a sample pair from us for size trial after the order confirmation and once payment is made.
  • Please be advised that we do not exchange or take returns/cancellation requests of customized products. So if you’re unsure of your shoe size we recommend that you don't get your shoe customized or any other product for that matter.

In case there is still a size related issue once you receive your order after the size trial then please contact usΒ  sales@voganow.com or whatsapp +91 8699007809 and weΒ  will guide you further.

What are the charges of customization?

  • Customization charges vary from product to product and customization to customization. If you require further details, you can email us at sales@voganow.com or whatsapp +91 8699007809.
  • The order value needs to be paid in full before the customization can begin.

Can I place an order for a product that's out of stock /will that product be restocked?

  • We regularly update our product range with new products and we don't tend to restock a lot of our products again.
  • Enter your Name, Email address, Mobile number in the box below the size help and you'll be the first to know when it's back in stock.
  • At times we can make a particular product on order but that would mean no discount valid and will take a minimum of 15-20 days after the order is confirmed. Such orders are pre-paid.

What to do if a wrong order is delivered?

● This rarely happens but if that's the case then please send us a parcel opening video either via
Email sales@voganow.com /Whatsapp +91 8699007809 within 24-48 hours of delivery of the
product(s) and we'll assist you accordingly.
● Please be advised that no requests will be entertained if received after 24-48 hours of delivery
of the package.

What to do if damaged goods are received?

● Any damage upon arrival should also be reported within 48 hrs. along with a parcel opening
video so that third-party couriers can investigate transit reasons. Otherwise, we won't be able to
investigate if no videos are shared via email logistics@voganow.com & sales@voganow.com
/WhatsApp (+918699007809 , +918699007874).
● Please be advised that the items that are damaged as a result of wear and tear are not
considered to be faulty.
● Where possible, we will offer to repair faulty items. If you would like to exchange your item,
please be aware that we can only replace it for the same product in the same size, subject to
availability. You will receive a full refund if the item cannot be repaired or replaced.
● Please note that a parcel opening video is a must otherwise no requests will be entertained.

Why did I receive a partial/incomplete order?

● We may have sent your items in separate parcels, information about which would be
communicated to you via emails, so please check that.
● Please cross check the number of products you received in the parcel & the number of products
in the invoice. In case the number doesn’t match then the customer should get in touch with
the customer service within 24-48 hours with a parcel opening video either via email on
sales@voganow.com or Whatsapp on +918699007809,+918699007874 with the order number.
If there’s a missing item, then its name & article number to be mentioned.

I need to make some changes to my order. What should I do?

● If you have any last minute modifications, please inform us when we give you a confirmation call
regarding your order i.e. within 24hrs of receiving your order beyond which we won’t entertain
any requests regarding order modifications.

When can I cancel my order?

● If you wish to cancel the order please inform us via mail on sales@voganow.com or
Whatsapp on +918699007809.BEFORE your order has been dispatched from our warehouse.
● Once we dispatch the order, we won’t be able to accept any cancellation requests. You can
MODIFY your order once at the time of confirmation call.
● Please note that customized orders will not be accepted for cancellations.

PAYMENTS

How do I make the payment, what are the different modes of payment?

● We accept all online payment methods: Credit Card, American express, Debit Card, Net
Banking, UPI, PayPal. We also accept NEFT/RTGS transfers to our bank account.
● Your personal online security is important to us. All orders are processed through a secure
checkout system. We also take fraud very seriously so all credit and debit card holders are
subject to validation and authorization by both us and the card issuer.

Is Cash on delivery (COD) available?

● For your convenience, we also have the Cash on Delivery option available on most of the pin
codes in India.

● Please note that COD will not be available on orders above 10,000/-.
● As for International orders no COD is available. Only prepaid orders are shipped internationally.

What are the international shipping charges?

● International shipping charges depend on the weight, size of the package and location where it
needs to be delivered.
● Since all International orders are pre-paid shipping is calculated at checkout.

Are there any hidden charges?

● There are no hidden charges, you pay exactly what you see in the order summary at checkout.

What if my payment has been declined?

In case of a payment failure, please retry ensuring:
● The card details in your Voganow account are correct, e.g. the expiry date, name of the card
holder, billing address or password etc. The CVV entered is correct (3-digit number on the back
of your card).
● Your card issuer may have declined your payment; you can check with them. If you've checked
all of the above and still face an issue, try paying with another card/mode.
● In case of other modes of payments, you can try to make the payment again after a certain
amount of time as sometimes the server is down and that could be the reason for the payment
declining.
● Despite all these attempts still the payment declines, then please contact our Customer care
team (+918699007809) with details of the issue including any error messages and we'll try to
resolve it as soon as we can.
● In case of other modes of payments, you can try to make the payment again after a certain
amount of time as sometimes the server is down and that could be the reason for the payment
declining.
● Despite all these attempts still the payment declines, then please contact our Customer care
team+918699007809 with details of the issue including any error messages and we'll try to resolve
it as soon as we can.

How can I use my voucher?

● On the Shopping cart page, there will be an option of 'Voucher Code.'
● Enter the code there and then the discount will be applied.
● Also to be noted is that two codes or offers cannot be stacked together for one order.

What are the terms and conditions for using the vouchers?

● The terms and conditions vary from voucher to voucher. Mostly the terms and conditions are
mentioned along with the vouchers.
● If you’ve received a special voucher from us over Email, then the terms and conditions would be
mentioned.
● In case you face any issue while using the code or the payment process has been
interrupted/failed please contact our customer care executives via phone +91 8699007809 or
email sales@voganow.com for further assistance.

I have a voucher but the code is not getting accepted. What to do?

● Please be advised that the voucher has a validity period (within which it can be used). So check
the validity of your voucher before using.
● If the voucher is valid and still the code isn’t getting accepted then please contact our customer
care executives via phone +91 8699007809 or email sales@voganow.com for further assistance.

CARE RELATED

How do I keep my shoes clean?

● Please keep your shoe away from prolonged intense sunlight, heat & humidity. Exposure to
water, oil & permanent dyes can also stain tanned leathers.
● To rejuvenate the leather, use leather cream at least once a week & clean the shoes with a dry
cloth before applying it.
● Use your footwear on alternate days & NOT daily.

● Use solvent based sprays to clean Suede & Nubuck shoes.
● Because Brune shoes are hand painted on natural color, mild fading is expected & regular shoe
polishing is advised to retain the shine & color. As leather is a skin, regular polishing helps to
keep it moist & prevents it from cracking.

How do I keep my bag clean?

● Please keep your bag away from prolonged intense sunlight, heat & humidity. Exposure to
water, oil & permanent dyes can also stain tanned leathers impacting its durability.
● Gently dab your bag with a soft dry cloth to clean.
● Always put your bag in a dust bag with paper fillers while storing to help retain its shape.

How do I keep my jacket clean?

● To clean the garment, use a branded leather conditioner; do not wash.
● Use a damp cloth to remove dirt, grease, and minor stains. Avoid over-wetting and blot rather
than rub. The leather should be dried naturally, but don't let it remain damp for long.
● Please keep your jacket away from prolonged intense sunlight, heat & humidity. Exposure to
water, oil & permanent dyes can also stain tanned leathers.
● Hang your jacket properly. Never fold your jacket for an extended period of time as this can
cause creases & cracks in the leather.

My shoe/bag/jacket has developed a white layer, what to do?

● If stored in a humid environment, a thin, white film may form but it is easily removed with
polishing/dabbing with damp cloth.
● Apart from this the product may develop patina which is nothing but a soft sheen that develops
through use of the material. It in turn provides a character, a personality, to the product. It is a
typical characteristic of genuine leather.

What materials are the products made from?

● All our products are made of premium imported crust Leather. Each product is entirely hand
colored by our skilled artisans. The color and texture differences are prized characteristics of
fine tanned leather.

Facing an issue with the product post usage?

● We carefully screen and select the products that are made available to you.
● Please note that leather is a natural material, color & shade variations may appear with regular
use. It is normal for leather to change color & show signs of wear.
● As the leather ages naturally it may develop a patina {a soft sheen that develops through
constant use}, which will further enhance the personality of the product. It is a unique
characteristic of genuine leather.
● If stored in a humid environment, a thin, white film may form but it is easily removed with
regular polishing/blotting with a damp cloth.
● In rare cases if you face quality related issues such as color bleeding, shrinkage etc. post usage,
we will forward your complaint to our brand partners and assist you with a solution. Get in
touch via mail sales@voganow.com or whatsapp +91 8699007809.

Do you offer repair services?

● Yes, it involves free pickup of the product for 3 months after which the customer has to pay for
pickup.
● Repair charges vary from product to product and also on the type of repair.
● To know more contact via mail sales@voganow.com or whatsapp +91 8699007809.

GIFT CARD RELATED

What is the validity period of a gift card?

● Gift cards can be used within one year from the date of purchase.

Can I use a gift card on a product that’s on sale?

● Gift cards are non-returnable and non-refundable.

Can I purchase a gift card by cash?

● The e-gift card (gift cards bought from the website) can only be bought via pre-paid transaction.
However, an e-gift card can be used at an offline store.
● Paying by cash for a gift card is only available at our stores in Delhi NCR & Jalandhar.

GENERAL

Having a problem accessing the website?

● We suggest that you use the latest version of your operating system provider e.g. Windows, OSX
etc.
● If you still face an issue contact the customer care team on +91 8699007809 and include as
much detail as you can with regards to the issue including screenshots of any error message you
get, the web browser you are using (e.g. Internet Explorer, Firefox, Chrome, Safari etc.).

Important information

● We have made every effort to display as accurately as possible the colors of our products that
appear on the website. However, as computer monitors vary, we cannot guarantee that your
monitor's display of any color will be completely accurate.

● All items are quality controlled and checked for any faults before they are dispatched to
customers.

Disclaimer

● Leather is a natural material; color & shade variations may appear with regular use. It is normal
for leather to change color & show signs of wear.
● Genuine leather has features such as stretch marks, scars, scratches, wrinkles, & even insect
bites that were acquired throughout the animal's existence.
● The distinctiveness of fine leather is that no two pieces are alike. The color & consistency
differences shouldn't be considered defects but rather as part of the leather's inherent qualities.
● As the leather ages naturally it may develop a patina, which will further enhance the personality
of the product.
● If stored in a humid environment, a thin, white film may form but it is easily removed.