Vanwalk Official Help Center & FAQ
Welcome to Vanwalk! Find answers below to common questions regarding our global shipping, official IP collaborations, brand authenticity, and return policies.
1.Brand & Authenticity
Q: Who is Vanwalk?
A: VANWALK is a global, original designer bag and lifestyle brand created for young women and trendsetters who love expressing themselves through playful, sweet, and sophisticated fashion. We specialize in aesthetic backpacks, fashion shoulder bags, puffy cloud bags, ita bags, and travel accessories.
Q: Is Vanwalk a Korean brand?
A: No, Vanwalk is an independent, original designer brand. While our trendy, kawaii aesthetics are widely popular across Asia (including South Korea, Japan, and Taiwan) as well as North America, we are a global brand serving customers worldwide exclusively through our official store (vanwalk.com).
Q: Are your IP collaboration collections (e.g., Sanrio, Pingu) officially licensed?
A: Yes, 100% authentic! All collaboration products—including our Sanrio series (Little Twin Stars, Cinnamoroll, My Melody, etc.) and Pingu series—are officially licensed authentic products. Every item comes with official authentic brand tags and packaging.
2. Shipping & Delivery
Q: Does Vanwalk ship to the USA and internationally?
A: Yes, we offer Free Worldwide Shipping! We deliver globally to the United States, Canada, Europe, Australia, Japan, South Korea, Southeast Asia, the Middle East, and over 100+ countries.
Q: How long does shipping take?
A:
• Order Processing Time: 1–2 business days (24–48 hours) to pack and dispatch your order.
• Estimated Delivery Time: 7–15 business days via standard international shipping (depending on destination country and local customs clearance).
You will automatically receive a confirmation email with a full tracking link as soon as your package ships.
Q: How can I track my order?
A: Once dispatched, you will receive an automated email containing your tracking number and tracking link. You can also monitor your shipment status anytime on our website using your order number and email address.
3. Do you offer gifts or packaging?
Yes! Vanwalk makes every order feel special.
Gift availability may vary depending on promotions and stock.
4. Can I change or cancel my order?
If you need to change your shipping address, order items, or cancel your order, please contact us at vanwalksam@gmail.com within 12 hours of placing your order.
Please note: Once an order has been dispatched and handed over to the courier, we are unable to modify or cancel it. If you no longer wish to keep the items, you can return them under our 30-day return policy after delivery.
5. What if my item arrives damaged, defective, or incorrect?
We inspect every order carefully before dispatch to ensure the highest quality. In the rare event that your item is damaged during transit or defective upon receipt, please contact our support team at vanwalksam@gmail.com within 48 hours of delivery.
To help us process your claim quickly and fairly, please provide:
• Your order number
• Clear photos/videos of the damaged item (showing original tags attached)
• Clear photos of the outer shipping box and shipping label
Upon verification by our quality control team, we will evaluate the issue and arrange an appropriate solution, such as providing a free replacement part or a brand-new replacement at no extra charge. Please note: Items damaged due to artificial misuse, normal wear and tear, or claims made without original packaging/tags are not eligible for replacement.
6. How can I contact Vanwalk customer service?
Email: vanwalksam@gmail.com
We respond to all inquiries within 24 hours on business days.
7. What can fit inside a Vanwalk backpack?
Our backpacks are designed to hold your daily essentials, including:
- Phone
- Wallet
- Makeup
- Water bottle
- Notebook
- Small accessories
- Daily necessities
Some larger styles can also fit tablets or small laptops. Please check each product page for exact measurements.
8. Products & Care
Q: What is a "Puffy Bag" or "Ita Bag" on Vanwalk?
A:
• Puffy Bag / Cloud Bag: Features lightweight, quilted, padded material with a soft, cloud-like texture for a cozy and trendy look.
• Ita Bag (Pain Bag): Features a clear, transparent window designed for displaying anime pins, badges, plushies, and keychains without damaging the bag.
Q: Are Vanwalk backpacks suitable for school, work, or travel?
A: Yes! Our backpacks are designed to combine kawaii aesthetics with daily functionality. They feature dedicated laptop compartments, water-resistant fabrics, padded shoulder straps for ergonomic support, and multi-pocket organization.