FAQ

Your order alerts our team the moment you place it — you don't need to message us. Most orders are delivered within 3 hours of payment confirmation, and 24 hours is our outer limit. Your order status is always visible in your profile under Order History. If it has been more than 3 hours, message us on WhatsApp or Discord and we'll check it.

No. Once the Steam gift is sent to your account, the order is considered fulfilled and is non-refundable. Please review your cart carefully before completing checkout.

Please verify base game ownership before purchasing DLC. DLC compatibility is the customer's responsibility and is not refundable for an ownership mismatch.

Steam only allows gifts between friends, so we need to be on your friends list. Add VaultX on Steam, or give us your Steam Friend Code at checkout and we'll send the request. We never ask for your Steam password or Steam Guard code.

Yes. Your Steam account must be at least 1 year old or have spent at least USD $5 on Steam to be eligible to receive gifts. If your account doesn't meet this, please contact us before purchasing.

Go to your profile and open Order History to view the latest payment and fulfillment status for each order in real-time.

Koko splits your total into 3 equal installments. The first is charged at checkout, the second after 30 days, and the third after 60 days — all automatically to your linked card.

Koko will attempt to retry the payment. If the payment continues to fail, your Koko account may be suspended. Contact Koko support directly for payment issues.

Yes, for subscriptions. Choose Bank transfer at checkout when your cart has only subscriptions. If it also has a Steam game or top-up, pay with Koko or buy the subscription as a separate order. PlayStation and Xbox gift cards can also be paid by bank transfer when you order them with us on WhatsApp or Discord.

Place your order with Bank transfer selected. A new tab opens with our bank details, the exact amount and your order number. Transfer the amount, put the order number in the transfer note, and send us the receipt on WhatsApp or Discord. We confirm it as soon as possible, usually within 2 hours during support hours. You can open the bank details again any time from Order History. Unpaid bank transfer orders are cancelled after 48 hours.

No. Coins can't be used on bank transfer orders and aren't earned from them. The bank transfer price is already lower because there's no Koko fee.

For stock plans such as Envato Elements, Adobe Stock, Shutterstock, Freepik and Motion Array, you get a key for our own download portal. It is not a login to those websites. Adobe Creative Cloud is different: it's a genuine Adobe licence set up on your own email address.

Within 24 hours of payment confirmation, and usually within 5 hours. Your order status is shown in Order History.

Every subscription is guaranteed for its whole period. If it stops working because of a problem on our side, we replace it. If we can't, we refund the days you haven't used. For example, if a 1 month plan stops after 15 days, you get 15 days' worth back. The guarantee doesn't cover bans caused by breaking the provider's rules, such as sharing or reselling your access.

Yes. Before delivery you get a full refund. After delivery, depending on the situation, we refund either the days you haven't used or the full price, minus a small key creation fee. This applies whether you paid with Koko or bank transfer. Subscriptions are the only product we refund after delivery.

Choose your region and card on the Consoles page, then message us on WhatsApp or Discord. We confirm what's in stock and the price, then send you a payment link or our bank details.

No. Once the code is sent the sale is final. Gift cards only work in their own region, so please make sure you're buying the right region and card before you pay.

Orders can be cancelled before they are delivered. Once a gift, code or top-up has been sent, cancellation is not possible; subscriptions follow their own refund rules. Contact us immediately via WhatsApp, Discord, or email if you need to cancel.

You earn 1 coin for every LKR 100 you spend, and we hand out bonus coins for things like joining our Discord or completing your profile. At checkout, 1 coin is worth LKR 1 off your order. Your balance, the current rates and your next expiry date are all shown in Account → Wallet.

Coins unlock after your first order has been paid for and marked delivered by us. Until then you can collect coins but not spend them. A refunded or cancelled order doesn't count, so if your only order was refunded your coins go back to locked until your next completed order.

No. Coins can cover up to 50% of any single order and the rest is paid normally. This keeps the rewards sustainable and protects the programme from abuse.

Yes. Bonus coins from promotions expire 90 days after you claim them. Coins earned from purchases expire 12 months after your last coin activity — every time you earn or spend, the clock restarts, so if you shop with us regularly you won't lose any. The next expiry date is always shown in Account → Wallet, and the coins closest to expiring are always spent first.

No. VaultX.lk is an independent reseller and is not affiliated with, endorsed by, or connected to Valve, Sony, Microsoft, Adobe or any other brand whose products we sell.