Frequently Asked Questions
Welcome to the VintageShop solo FAQ page. Here, you'll find answers to common questions about our products, shipping, and returns. For additional help, our customer service team is always ready to assist. Thank you for choosing VintageShop solo!
General Information
What is VintageShop solo?
VintageShop solo specializes in vintage luxury brand items, focusing on Old Celine. The name "solo" signifies "one of a kind," helping you find unique items to cherish for years to come.
How do I contact customer service?
You can reach VintageShop solo's customer service via email, LINE, WeChat, WhatsApp, or our support chat service. Choose the method that works best for you.
Do you have a loyalty program?
Currently, we do not have a loyalty program, but we may introduce one in the future. If we start a loyalty program, we will notify our customers, so stay tuned!
How can I create an account?
An account is automatically created when you complete a purchase. If you want to create an account before purchasing, click the silhouette button at the top right of the site when on desktop or navigate to the login screen via the three lines at the top left on mobile, then select "Create Account."
How do I reset my password?
To reset your password, go to the login screen from the top right when on desktop or the three lines at the top left on mobile, and select "Forgot Password."
How can I sign up for your newsletter?
You can sign up for our newsletter using the form in the footer of any page. By signing up, you'll receive a 10% off coupon for your first purchase and regular updates on featured items and vintage tips.
What should I do if I can't find a product I'm looking for?
Please get in touch with our customer support if you cannot find a specific item. Providing an image of the desired item can be helpful.
Product Information
What brand do you sell?
VintageShop solo primarily features Old Celine, but we also carry Bottega Veneta, Burberry, Cartier, Celine, Chanel, Christian Dior, Fendi, Givenchy, Gucci, Hermes, Loewe, Louis Vuitton, Prada, Salvatore Ferragamo, Tiffany & Co., Valentino Garavani, Yves Saint Laurent, and more.
Are all items authentic?
Yes, all items at VintageShop solo undergo strict authentication checks to ensure they are genuine. For more details, please visit our Authenticity page.
How do you grade the condition of your products?
Items are graded from S to C as described below:
・S: Nearly new condition with minimal storage wear, almost indistinguishable from new (rank not applicable to accessories).
・A: Excellent condition with little to no use.
・AB: Clean condition with minor scratches or dirt from a few uses.
・BA: Some scratches, dirt, slight odors, or wrinkles, used regularly.
・B: Noticeable scratches, stains, wrinkles, or odors, clearly used daily.
・BC: Significant scratches or dirt, but still functional.
・C: Obvious and significant scratches or dirt may make using it difficult.
You can find the grading on each product's detail page.
Can I see detailed photos of the products?
We provide as many images as possible on the product detail page. If you need specific photos, don't hesitate to contact us.
Are the photos on the website of the actual items?
Yes, all photos on our website are of the actual items.
Can I get more information about a specific item?
If you find an item on social media, you can search for the item number on our website to find it easily. If you can't find it, feel free to contact us.
Can I sell my vintage items to VintageShop solo?
We do not currently buy items from customers, but this may change in the future. We will notify our customers if we start a buyback service.
Can you authenticate my items?
Unfortunately, we do not offer an authentication service for items not purchased from us.
Discounts, Orders, and Payments
Do you offer any discounts or promo codes?
We offer promotional codes during seasonal sales. Additionally, you can get a 10% off coupon by signing up for our newsletter.
How do I apply a promo code?
Enter your promo code in the coupon code field at checkout.
Can I use more than one promo code per order?
Some promo codes can be combined. Please check the details of each coupon.
Can I change or cancel my order?
You can change your order anytime before checkout is complete. If you need to change your order after checkout, please contact us as soon as possible, as the item may already be shipped.
What payment methods do you accept?
We accept VISA, JCB, MasterCard, American Express, UnionPay, WeChat Pay, and AliPay.
Are there any additional fees?
Generally, there are no additional fees. However, import duties may be charged when the package arrives in the destination country. These fees are the responsibility of the recipient. For more details, please get in touch with your local customs office.
Shipping and Refund
What countries do you ship to?
We ship to the following countries: Australia, Austria, Belgium, Canada, China, France, Germany, Hong Kong SAR, Indonesia, Italy, Macao SAR, Malaysia, Netherlands, New Zealand, Philippines, Poland, Qatar, Singapore, South Africa, South Korea, Sweden, Taiwan, Thailand, UAE, UK, USA, Vietnam. If your country is not listed, please contact us.
How much does shipping cost?
Shipping costs vary by package weight, starting at ¥1,000 JPY. Shipping rates are subject to change without notice. For any questions, please contact us.
What shipping carriers do you use?
We ship via EMS. If you prefer DHL, please contact us.
How long does delivery take?
The delivery time can vary depending on the destination, airline conditions, and global circumstances, but we aim to deliver within approximately one week. During busy periods, we recommend allowing up to two weeks. For more detailed information, please contact us.
Can I track my order?
Once your order is shipped, you'll receive a shipping confirmation email with a tracking link. You can also track your order here. For more details, please see our Shipping Policy.
What should I do if my package is delayed?
If your package hasn't arrived within two weeks of ordering, please contact us at info@solo-vintage.jp.
What is your return policy?
We accept returns and refunds under certain conditions. For more details, please see our Refund Policy.
How do I start a return?
To initiate a return, please contact us at this link or via email at info@solo-vintage.jp.
Will I get a full refund for returned items?
If the return is approved, you will receive a full refund.
What if my item arrives damaged or defective?
If an item is clearly unusable due to damage or defects not mentioned on the product page, please contact us immediately. Items with pre-disclosed damage or defects are not eligible for return or refund.
Do you offer exchanges?
Since each item at VintageShop solo is unique, exchanging for the same item is unlikely. We recommend browsing our selection for a different item.
Privacy and Security
How do you protect my personal information?
We collect personal information using cookies and log files, and use it to fulfill legal obligations and contracts. We implement limited automated decision-making to prevent fraud. Personal information sharing is limited to service provision and legal compliance. For more details, please see our Privacy Policy.
Do you share my information with third parties?
We share personal information with third parties to provide services and comply with laws. This includes Shopify and shipping service providers. We may also share information with advertising partners for targeted ads. For more details, please see our Privacy Policy.