Frequently asked questions
FREQUENTLY ASKED QUESTIONS
We ship paid packages and COD orders the next business day. The delivery date depends on the carrier you choose. In most cases, your new Vuchka will be delivered within 2 to 4 working days.
Vuch has its brick-and-mortar stores in Prague and Bratislava. You can buy the goods in the store without ordering and you can take your dream piece right away. We would love to see you there!
Opening hours:
Praha: Mo-Su 10-20h
Bratislava: Mo-Su: 10-21h
Set a watchdog at your selected favourite. When we restock it, you will receive an availability message in your email.
On the e-shop:
- Bank transfer - we send the goods the next day after the payment of the order.
- Payment by credit card online - we send the goods the next working day.
- Online payment by bank transfer - we send the goods the next working day.
- Cash on delivery - we send the goods the next working day.
We try to process the return as soon as possible after the package is received by us. Once the payment has been sent, the amount is credited to your account within three working days at the latest.
Yes! There is a great advantage in insuring your parcel. If your package is lost or damaged, you avoid a lengthy procedure.
If your parcel is lost, we will resolve the matter with the carrier ourselves. If the ordered goods are damaged, we send a return label or a courier directly to your address.
In both cases, we will send you a new item immediately after contacting our customer support and you do not have to worry about anything else. If the goods are no longer in stock, we will let you know and we will resolve the situation together.
All the necessary information can always be found with the specific product or on the Materials and Maintenance page.
For each pair, you'll find a size chart below the product description. Alongside European sizes, UK and US sizing is also available. In the last column, labeled "CM," the insole length is indicated, which you can measure at home for accuracy.
All packages are shipped in our signature gift packaging. Your new Vuch item will be wrapped in tissue paper and delivered in a printed box with a ribbon. The box will arrive at your home in a protective plastic covering.
We list the dimensions of all products in the order: height × length × depth.
Just take a quick look at your online banking or check your email – we’ll send you a message letting you know your order has been paid.
If you notice there’s a promotion running and want to apply it to your order afterwards, just email us at info@vuch.com. Please note: discounts can’t be applied retroactively if the order wasn’t placed during the promotion period.
If you’d like to use this option, email us at info@vuch.com, contact our customer support, or leave a note in the "Comment" field when placing your order. We can delay the shipment for up to one week.
If you need to resolve anything with the courier – damage, a missing delivery, or similar – it’s best to contact us directly. We’ll take care of everything with the courier for you.
You can track all order statuses in your account on our website.
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Unprocessed – your order has been received; we’ll confirm via email
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Received – we’re starting to prepare your order so it reaches you ASAP
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Pending – we’re waiting for stock or experiencing a shipping delay – we’ll let you know via email
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Ready – your order is packed and waiting to be picked up by the courier
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Shipped – your order is on its way and we’ll notify you by email
I WANT TO BUY A GIFT
No worries. You have 30 days to return undamaged and unused goods from the e-shop in their original packaging. Click through to the Returns and Claims page for more information.
You can forget about the hassle of wrapping gifts. All Vuch products come beautifully packed in elegant gift boxes. The gift package is ready to be handed over as is.
A Vuch gift voucher is the perfect choice when you want to bring joy but aren't sure what would make someone happy. You can choose an electronic voucher worth 20 €, 40 €, 60 €, or 80 €.
The electronic gift voucher will be sent to your email after payment, and you can print it out.
The voucher is valid for 12 months from the date of purchase and can be used for anything on vuch.cz or at Vuch brick-and-mortar stores.
The electronic gift voucher will be sent to your email, and the code as well as its validity are indicated at the bottom of the voucher.
Yes, a gift voucher is a monetary value and can be combined with discount codes. To apply a gift voucher to a specific promotion, customers can contact customer support, who will adjust the order accordingly.
RETURNS AND COMPLAINTS
You have 30 days to return undamaged and unused goods from the e-shop in their original packaging. Click through to the Returns and Claims page for more information.
We are very sorry to hear that your item has been damaged. Go to the Returns and Claims page to find out how you can claim your Vuchka.
You have 30 days to return undamaged and unused goods from the e-shop in their original packaging. Click through to the Returns and Claims page for more information.
We have 30 days to process a claim for damaged goods, but we try to be as quick as possible. We usually resolve claims within a week of the package arriving to us. We will let you know about the settlement by email.
We try to process the return as soon as possible after the package is received by us. Once the payment has been sent, the amount is credited to your account within three working days at the latest.
If you decide to exchange your item for a different product, you’ll first need to send it back to the return address listed above. Then simply place a new order for the product you’ve chosen.
You can find a list of all our courier partners on the Shipping and Payment page.
I WANT TO KNOW MORE ABOUT VUCH
Vuch was founded in the autumn of 2015 by two childhood best friends, architect Martin Kůs and environmentalist Ondřej Hyrš. Over the past seven years, the brand has become a Czech lovebrand, standing out in the fashion world. It captivates customers with a wide range of designer accessories characterized by playfulness, vibrant colors, meticulous details, and a touch of boldness. The company's mission is to bring everyday joy through unconventional and accessible fashion that resonates with customers.
Martin and Ondřej saw a gap in the Czech fashion scene—a lack of brands that were playful, daring, colorful, and accessible to everyone. Their first creation, an iconic polka-dot wallet, sold out immediately. This success inspired them to break away from the monotony of the fashion market. Over time, they expanded their portfolio to include major fashion categories such as handbags, backpacks, and shoes.
Vuch places great emphasis on its core values: fairness, personal responsibility, open communication, and courage. These principles guide the company not only internally but also in its relationships with customers and partners.
Another key value of Vuch is a commitment to responsible practices. This commitment is a natural part of the company’s culture, reflected in efforts such as addressing environmental issues, pursuing a zero-waste program, and supporting various charitable organizations. One of Vuch's most notable initiatives is Vuchlady, a project that empowers women to build healthy self-confidence and embrace a positive approach to life.
Looking to the future, Vuch plans to further expand its product categories, increase its presence internationally, continue practicing responsibility, and collaborate with well-known personalities. The goal is to keep developing what truly makes sense for the brand.
We are a Czech brand. All ideas, designs, product development, and creative processes take place in Vuch offices located in a small village near Chrudim. Since we see no limits in our creativity and design, ensuring the highest quality materials, stitching, and overall craftsmanship is essential to us. It’s equally important that the products are made precisely as designed, down to the smallest details and features. (And we do come up with some impressive ideas.)
We have found all these qualities in our long-term partners in China. For the past eight years, we have been perfecting every Vuch product to the last detail through daily communication and leveraging their advanced techniques. Choosing the right suppliers is crucial to us, and our suppliers meet globally recognized certifications, such as BSCI and SEDEX.
Both certifications are awarded to manufacturers based on strict criteria that ensure ethically sustainable production, sound business practices, and safe and fair working conditions.
All our eco Vuch products are made from recycled materials, which we are gradually incorporating into more of our product lines. In addition to recycled materials, these items feature special linings made from natural fabrics, such as cotton. We also utilize other sustainable materials offered by our planet, like cork, in their production.
All our bean bags are produced in a Czech workshop. The bags are filled with polystyrene beads and recycled materials from used Vuch handbags, wallets, and backpacks. These "worn-out" Vuch items are given a new chance to bring joy.
Fill out a short form, which you can access via the person icon in the upper right corner or through this link. To log in, you’ll just need your email and chosen password, or you can join us through your Facebook profile.
We’re always excited to receive such messages. Send us an email at info@vuch.cz or drop us a message on our Facebook page.
