I had a very similar experience as the customer, Natalia below. I ordered myself a pair of black Ugg boots and didn't realise they were being sent from Australia, they took about 2 weeks to arrive which wasn't a massive issue. However the boots were faulty, they both had light shading, as if they'd been sun bleached in a shop window. I immediately emailed The Vault on both their "info" and "returns" email addresses and despite sending 3 emails to each over a period of a week received absolutely no response. Thankfully I had purchased via PayPal so I raised a complaint with them. About 2 hours later I received an email from The Vault to say that my emails had gone into their Spam folders ( I didn't believe them for a moment) but now they had miraculously found the emails and asked that I cancel my complaint with PayPal and that would sort the problem. I told them I would not cancel my complaint until I received a full refund. It cost me £32.00 to return the boots and even when the shipping company confirmed they had been received, again I received no response from The Vault when I emailed to ask for the refund, now they had received the Ugg boots. So I had to raise another complaint with PayPal and it took them another week to investigate and I finally received my refund for the faulty boots, but no reimbursement of the £32.00 shipping fee. So like Natalia I would never order from this company again and would advise you to avoid them like the plague - they are a disgrace.