Check most frequently asked questions here, if you still need help then please contact us at firstname.lastname@example.org.
How can I reset my password?
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.
How can I change or add a delivery address?
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.
Tip: Update your addresses before you order as delivery and invoice addresses cannot be changed once an order is in progress.
How do I unsubscribe from the newsletter?
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).
What payment methods do you accept?
We accept PayPal, Google Pay, Klarna, Sofort and VISA, Mastercard and American Express.
What currency do you accept?
We accept all currencies. When an order is paid for, your bank will convert it to your currency automatically to euro. The amount of a product is always shown in euros.
How do I cancel my order?
To cancel your order, please contact our customer support by email email@example.com with your order number and say that you want to cancel your order.
*This function is only possible if your order has not been shipped yet.
I paid my Order but didn't receive an Order Confirmation?
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 contact us via mail 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 info 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).
Can I modify my order after it has been fullfilled?
Unfortunately, we can’t make changes to your order after it's been fullfilled.
Once an order is fullfilled, the delivery option, delivery address, payment method, and product sizes can't be changed.
*If your order is not fullfilled yet, you can contact us and change the delivery option, delivery address, and product sizes or cancel your order.
What if my items are damaged or defective?
We're very sorry if your item arrived damaged or defective. You can make a claim for the item by contacting our customer support via mail. Click here to contact us.
Please tell us all of the information requested, so that we can process your claim as soon as possible.
Please note that the reclamation procedure does not include the option of article exchange.
How can I place an order?
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.
What happens after I 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.
Where is my order if I have already received a shipping confirmation or order confirmation, but it has been a few days?
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.
Where is my order?
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.
Does Vicinity ship to my country?
Yes, we offer worldwide shipping.
*Due the conflict in Russia & Ukraine we cant ship to these places.
Why is my shipping tracking not updated after several days?
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.
My order was marked as "Delivered" but has not arrived to me?
Please contact us via mail (firstname.lastname@example.org) , we will contact the shipping company to find your package.
We ask you to get back to us in 4 to 5 days.
If we do not have any new updates for you, we will of course resend the product to you.
Returns & Refunds
How can I return my order?
Please contact us via mail at email@example.com to get your return label. Send us your order number in this mail to receive your return label.
*If you are not in Germany, we won't send you an return label.
In this case, you need to send your order back by yourself to the address below:
How long is the return period?
You can return your order within 14 Days after you received your order.
*This is only for european customers.
*No Returns outside EU.
Why are 4,50 EUR deducted from my order?
We will deduct 4.50 EUR from your order total for the creation of the return label & processing fee of your return.
*This is only German customer.