Policies, Terms & Conditions

Policies, Terms & Conditions

1. Welcome

If there is any sort of problem with your order, please contact us immediately as we are in this business to make folks happy. We will do whatever we can to make things right.

2. Purchasing online
All orders are processed pending availability, shipping address, and PayPal/credit card verification. Please refer to the listing page of each item for the standard processing times for your order. Purchases may be made either directly through verytroubledchild.com or through the assistance of our online personal assistants. You can contact us at contact [!at] verytroubledchild.com. If purchasing through verytroubledchild.com, please be aware that products in your ‘Shopping Bag’ are not reserved and can therefore be purchased by other users until you complete the whole checkout process.

It is your duty to double-check your shipping address and personalisation details (initials, etc.) before submitting your order. We will contact you by email if the product you have ordered is out of stock or if additional identification is needed for PayPal/Stripe/credit card verification.

It is your duty to provide a working e-mail address upon check-out, and check it regularly after the order is placed (including any potential Spam Filter) in order to review our order confirmation and any other communication we send to you.

If PayPal/Stripe and/or your credit card issuer requires us to verify your identity, we will ask you to provide us with a photo of your ID/Passport/Driving License. If we contact you asking for a proof of identity, we will not ship your purchased item(s) until you will provide such proof as required by PayPal/Stripe and/or your credit card issuer.

We will not accept cancellation of orders if you refuse to provide a proof of identity after 90 minutes have passed from the order.

By placing an order through our Website you warrant that you are legally capable of entering into binding contracts and you are at least 18 years old.

3. Order cancellation

If — for any reason — you wish to cancel or modify your order, please promptly send an email to contact [!at] verytroubledchild.com within 90 minutes from placing an order. After this 90 minute grace period, the order is final and cannot be cancelled by you.

4. Product information
Very Troubled Child products available for purchase online include travel bags, accessories, leisurewear, and other custom made products. All products on our Website are subject to availability and you may purchase up to four items per style.

We have aimed to ensure that the colours of our products appearing on our website are as near as possible to the colour of the product. However, the actual colours you see will depend on your computer equipment, and accordingly, we are unable to guarantee the precise colour of the product on delivery. Also due to the nature of the tanning and colouring process of some of the materials used in our Products, actual product colours may vary slightly from the images displayed on our website, this is not a product fault.

More specifically, by purchasing any leather products from our Website, you acknowledge and confirm that you are aware that each leather lot is subject to the different tanning procedures, ageing and unique characteristics that make each product unique and may show slight differences in color compared to the pictures available on our website.  These unique characteristics are not a product fault.

We offer our clients the opportunity to order custom made products, as well as to pre-order items that are currently in production or that have sold out and are on back-order. When you order one of these items, you are placed on a priority waiting list to be among the first to receive your selection once it becomes available. We do our best to provide expected shipping dates for these items on the product page and during checkout, but please be aware that they may arrive sooner or later than anticipated.

For inquiries about Very Troubled Child products, or on items that are unavailable online, please contact us via email at contact [!at] verytroubledchild.com.

5. Pricing
The pricing available on this Website is for information purposes only for use by Very Troubled Child’s customers and potential customers and subject to change/verification. We strive to provide accurate product and pricing information, however pricing or typographical errors may occur. Your order may not be accepted if there are material errors in the description of the goods you have ordered or their prices. In the event that a product or service is mispriced, we may, at our discretion, either contact you for instructions or cancel your order and notify you of such cancellation. All prices and offers are subject to change without notice.

6. Order acceptance
Very Troubled Child reserves the right, at its sole discretion, to refuse or cancel any order for any reason. Among the circumstances that may result in your order being cancelled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, or problems identified by Very Troubled Child’s credit and fraud avoidance staff. Very Troubled Child may also require additional verifications or information before (or after) accepting any order (see paragraph 2 above). Very Troubled Child will contact you if all or any portion of your order is canceled or if additional information is required to accept your order. If your order is canceled after your payment has been received, Very Troubled Child will issue a credit to your account in the amount of the charge.

7. Payment
We accept payments only through PayPal, Stripe and Bank Transfers (Swift, SEPA).

8. Shipping and Delivery
We ship any item which is marked as “ready to ship” the next 5 business day. If an item is marked as “made to order” we ship in the next 10 business days, unless differently specified on the listing.

You may choose the shipping method you prefer between Standard and Express. Most of the products are shipped with standard registered air mail (with tracking number) from Hong Kong: it takes around 1 week / 10 days for delivery to most locations in Europe, USA and Australia. Deliveries elsewhere may take a little longer. However, if you need expedited/urgent shipping, please let us know (providing the full address where you want the item(s) to be delivered) and we will check the cost before you make your purchase. We will do our best to accommodate your request, to the extent possible.

All orders are processed Monday through Friday, excluding Saturday, Sunday and any Hong Kong public holidays. Delivery times include working days only, and holidays are not considered. We regret that delivery cannot be made to post office boxes.

We will aim to dispatch the products ordered by you as soon as possible after your order has been accepted by us to the postal address you have given in your order. However, we cannot guarantee an exact delivery date and your item(s) may take longer to be dispatched if they are not in stock at the time of placing your order or they are to be dispatched to an address outside of Hong Kong. Estimated delivery times are to be used as a guide only. Very Troubled Child is not responsible for any delays caused by the destination Country’s customs clearance processes.

You may track the delivery of your order by using the tracking number provided by us. You will find the tracking number for your order in the shipping confirmation e-mail. If your order is dispatched in more than one package, you may receive separate confirmation emails and tracking numbers for each package.

Postal charges payable for goods dispatched in Hong Kong will be notified to you at the moment of placing your order. Deliveries outside of Hong Kong may be subject to import taxes and/or custom duties and/or additional charges for which you are solely responsible. Please note that we have no control over these charges and cannot predict their amount. Also, clearance procedures may cause delays beyond original delivery estimates: Very Troubled Child has no control over the time required by the customs clearance procedures (even in case of expedited shipping). Customs policies vary widely from Country to Country: contact your local customs office for more information. When ordering from Very Troubled Child you are considered the “importer of record” and must comply with all laws and regulations of the Country in which you are receiving the goods.

For security reasons, all Very Troubled Child online purchases are shipped with a tracking number, without exceptions. All orders are delivered by Hong Kong Post or international couriers.

From the moment you receive our shipping notification with the tracking number of your parcel, it is your duty to monitor the tracking page and make yourself available to receive the delivery of your parcel. If you are unavailable to sign for your package, the postman or courier will leave a door tag on your door, informing you of the delivery attempt. If you are still unavailable to sign for your package, the package will be returned to us. If the postman is unable to deliver the package, it is your exclusive duty to promptly contact the post office and/or the international courier in order to arrange either a re-delivery at a more convenient time or a personal pick-up of the package. If — for any reason — you do not arrange re-delivery or personal pick-up of the package and the package is eventually returned to us in Hong Kong, you accept that you will be charged the shipping cost for us to ship the package again to you.

If you have any questions relating to shipping to your Country or have other questions concerning shipping, please email us at vtc [!at] verytroubledchild.com

9. Refused Shipments
It is your duty to make yourself available for accepting the shipments of our items to be delivered to you. If you choose to refuse your shipments or will not make yourself available for accepting the delivery, you will be responsible for any duties, taxes and/or customs charges that are incurred on the package, and the cost of shipping and returning the package to us. This amount will be deducted from your merchandise refund.

10. Returns policy (except for custom made products)
Very Troubled Child will offer a refund or exchange on an unused, undamaged item within 7 days of it being received by you. Refunds will only be made to the Paypal (or credit card) account used to purchase the item(s) in accordance with these terms and conditions. We cannot effect refunds to any different account other than the one used for the original purchase of the returned item.
Items that has been worn, used, altered or damaged will not be accepted.
Very Troubled Child reserves the right to refuse the return of any items that do not meet the above return requirements at Very Troubled Child’s sole discretion.

All items being returned in accordance with this clause must be safely and securely packaged to avoid damage in transit. We shall not accept an item for refund if it has been damaged in transit or otherwise. We strongly recommend when returning items to us to use recorded or special delivery as we are unable to refund items which are lost in transit.

All goods shall remain your responsibility until we receive them. Very Troubled Child will not assume responsibility for reimbursement or compensation in the event that return packages are lost, stolen, mishandled, or damaged.

Very Troubled Child will not be responsible for paying the shipping fees for returning any item. This also means that if you wish to return or exchange an item, you cannot ask Very Troubled Child to send you a pre-paid shipping label or, alternatively, refuse shipment and/or make yourself unavailable for accepting delivery until the parcel is returned to Very Troubled Child (see point 9 above).

11. Returns policy (custom made products)
Once you place an order for a customised product, the sale is final. Withdrawals, cancellations, exchanges or returns are not accepted for orders of customised products (these include all our travel bags with customised initials, hand-painted designs, custom made embroidery, embossing and printing, and any other personalisation required by the customer at the moment of the order). Custom made products which are delivered as described and are in good condition may not be refunded. Very Troubled Child reserves the right to charge for re-posting of custom made products returned in error.

Very Troubled Child is not responsible for customer-generated mistakes, errors or defects including spelling, typographical or grammar errors; poor image quality derived from low resolution images, order (or initials) quantity, or other ordering errors. To prevent these errors from happening, please review your order carefully before submitting and after you will receive the order confirmation from Very Troubled Child.

Any problems with any part of a custom made order must be reported to us within 7 days of receipt. Please e-mail us at vtc (a) verytroubledchild.com and will contact you within 48h.

12. Custom made products
Custom made products are any products specifically personalised and/or made to your specifications.

Orders for custom made products cannot be cancelled or changed once work has started on them, at our sole discretion. Withdrawals, cancellations, exchanges or returns are not accepted for orders of customised products. Custom made products which are delivered as described and are in good condition may not be refunded. Very Troubled Child reserves the right to charge for re-posting of custom made products returned in error.

Very Troubled Child is not responsible for customer generated mistakes, errors or defects including spelling, typographical or grammar errors; poor image quality derived from low resolution images, order quantity, or other ordering errors. To prevent these errors from happening, please review your order carefully before submitting.

Any problems with any part of a custom made order must be reported to us within 7 days of receipt. Please e-mail contact [!at] verytroubledchild.com and we will contact you within 48h.

13. Additional Policies and FAQs
We are open to satisfy custom orders, personalised items, etc. Just ask: you can send us an email to: contact [!at] verytroubledchild.com