Below are some of the most frequently asked questions for subscribers to VAN as well as purchases from the VAN Shop. If you don’t see your question covered below, please send us an email at firstname.lastname@example.org. We do our best to respond to all queries within 48 business hours.
I can’t log into my account
Please email email@example.com with your name, subscriber number, and/or the email address associated with your account, and we’ll send you a password reset.
I’m trying to purchase a subscription or shop item and it’s not working
Please email firstname.lastname@example.org with your name and email address associated with your account and we’ll do our best to assist.
I’m on the checkout page but it won’t let me remove an item from my cart
You can adjust the items in your cart on the cart page. (Sorry, we know that’s confusing.)
I’d like to cancel my subscription
You may cancel your subscription to VAN for any reason and free of charge within 14 days of purchase. To provide you with a full refund, please send an email or letter to:
VAN Verlag GmbH
c/o Factory Works GmbH
12435 Berlin, Germany
In your notice, please provide us with your name, address, contact details, method of payment, and subscriber account information. Feedback is also appreciated!
I’d like to cancel my subscription (and it’s been longer than 14 days since I purchased it)
You can cancel your subscription to VAN under My Account » Subscriptions. Please make sure to cancel two weeks before your next billing cycle to avoid any additional charges.
I purchased something from the shop but haven’t received it yet
All VAN merchandise is sent from our offices in Germany. Please note that, as of spring 2022, we’re still experiencing delays with international shipping—especially outside of the EU—on merchandise from the VAN Shop.
We ship via Deutsche Post within Germany and DHL internationally. Estimates for processing and shipping are as follows:
- Within Germany: 3-6 working days
- Germany to the rest of the EU: 5-9 working days
- Germany to the UK: 7-11 working days
- Germany to the United States and Canada: 9-14 working days
If you haven’t received your item within these time frames (or if you live in another part of the world), please email email@example.com with your name, order number, and the email address you used to place the order.
When will I get my refund?
For subscriptions canceled within 14 days: Upon receipt of your cancellation notice, we will refund all related payments within 14 days. This includes standard delivery costs for items purchased in the VAN shop. However, additional delivery costs incurred by the subscriber are not included. We will use the original form of payment to refund your subscription unless you indicate otherwise on your cancellation notice. No additional fees are charged for cancellation.
For all other refunds: After confirmation of your refund, you should notice the balance credited back to your original form of payment within 5-10 business days. Unfortunately we cannot expedite this process, as it relies on our secure payment provider.
If you do not see your credit within these timeframes, please contact your bank or card provider. You can also write to us: firstname.lastname@example.org.
Is my purchase secure?
Our secure payment provider, Stripe.com, helps us guarantee the highest level of data protection to our subscribers. It uses the PCI Standard Service Provider Level 1 and encrypts communication using an https protocol. More information can be found here.