Below are some of the things our customers ask about. Feel free to scroll through, and if you don’t find what you are looking for, please get in contact with us so as we can assist.  We have a fantastic team on hand Monday - Friday from to help you with whatever you might need. 

Can discount codes be used during a sale?

Unfortunately our sidewide sales are not in conjunction with any other codes or offers. All codes will reactivate at the end of the sale.

Does VANCHI offer a product warranty?

We take great pride in the quality craftsmanship of every product we make. That’s why we offer a 100% craftsmanship guarantee for 12 months. Please keep your proof of purchase.

Please note this guarantee does not cover damages caused by improper care, accidents or natural breakdown of the materials over extended time and use.

All products will be evaluated by VANCHI and will be repaired or replaced at our discretion.If you need to make a return or an exchange please head to our Returns/Exchanges page for more information. 

Please visit our warranty page for more information.

Where can I purchase VANCHI Products?

You can find the most up-to-date range of VANCHI products here on our web store. But if you fancy checking out a VANCHI Product face to face, you can check out our store finder.

What is the difference between Vegan Leather and Genuine Leather?

The VANCHI collection features mainly Premium Vegan Leather, however does also include a few Genuine Leather products.

The VANCHI Premium Vegan Leather range is made from ethically sourced, luxurious 100% animal/PVC free man made material otherwise known as PU. We use Premium Vegan Leather for our bags as it is much lighter than leather, easy to care for and wipeable. We know how much needs to be packed into a work or baby bag and how quickly they can get quite heavy, so we wanted to make our bags out of a nice light material.

The VANCHI Genuine Leather collection is made from quality top grain leather. This is a natural product meaning each piece is beautifully unique. No piece will be the same as another and some may have natural markings and character that makes each bag unique.

For more information on why we use Premium Vegan Leather, read our blog post here.

How should I care for my VANCHI bag?

We’ve taken special care to create durable, fashion-forward bags that will last a long time. A little love and care will go a long way!

Here are some tips to help keep your bag looking it's best:

• Follow the care instructions below, according to the material type

• Do not submerge your bag in water or machine wash it as this will result in an unfavorable variation to the surface of the fabric, lessening the beauty and shine of it

• Be careful not to leave your bag in direct sunlight for long periods of time

• Keep your bag away from harsh surfaces that may scratch or damage the materials

• To keep your bag looking it's best, minor scuffs may be concealed with shoe polish

Vegan Leather
Vegan leather bags are made from PU and can be cleaned with a soft cloth and warm soapy cloth. We do not recommend submerging in water. Washing your bag will result in an unfavorable variation to the surface of the fabric, lessening the beauty and the shine of it.

Washing will also cause the interfacing (stabilizing structure of the bag) to break down resulting in a lessening of the stiffness of the structure of the bag.

Please note that the lining of the bag and change mat can be spot cleaned with a damp cloth. Then it should be air dried flat.

You may use a very cool iron on the cotton side of your change mat if it curls up a bit at the edges.

Genuine Leather Bags:

Applying an approved leather product is highly recommended after purchase.
Remove food type stains with a dry cloth; do not rub into the leather. Do not try to clean with water as this may stain. Additionally, these types of stains can be cleaned by wiping gently with leather cleaner or cream.

Never use soap, solvents or stain removers.

Please note that the lining of the bag and change mat can be spot cleaned with a damp cloth. Then it should be air dried flat.

How do I correctly use my Pram Caddy clips?

Please follow the steps below to securely attach your new Pram Caddy using the adjustable Velcro straps.

VANCHI Pram Caddy Clips - How to thread

For our new style of Pram Clips that come with some bags, please watch the video below on how to attach them:

I am buying as a gift – do you offer gift wrapping?

We currently offer gift wrapping in the form of a beautifully presented reuseable black tote, complete with custom tissue paper and matching ribbon for just $9.95, simply select "this is a gift" after you have added your item to the cart. We also offer a free gift card so that you can have us write a personal message.

Pre-order items – tell me more 

Why do we run some items on a pre-Order basis?

In order to keep up with new and upcoming trends we run some of our items on Pre-order. We may also run some items on Pre-order that are in production exclusively for the VANCHI Online store to allow customers the opportunity to have one pre-allocated before they come in to avoid missing out.

You may see that some of our most popular items are on pre-order as they sell out so quickly.
Depending on the item on pre-order, time frames can vary from 1 to 4 weeks, however we typically specify within the product page what the time frame is and when the next drop is due in.

The day we receive the product/s, they are checked, packed and dispatched to you.

What happens if you purchase an item that is in stock and a pre-order item?

If you happen to purchase an item that is in stock, as-well as a pre order item, we will send you your package once we have received all items.
If you would like to receive your in-stock item first, we recommend that you place separate orders so that we can get that one to you as quickly as possible.

If you are after something for a special date and are uncertain if it will arrive in time, we welcome you to send us an email or give us a call and we can investigate it for you. We will always try our absolute best to make sure you have that item for your special occasion.

Pre-order does not change our return / refund policy nor does its effect the use of zipPay or AfterPay available on all orders. Your 12-month warranty commences when you receive your product.