Delivery and Returns
What delivery options do you have?
We offer free worldwide shipping at Vanilla Underground on all orders over £20. This service includes a same day dispatch on all orders placed before 1.30pm (UK time). We can ship to almost any country provided we have a full and correct delivery address.
Do you deliver to packstations?
We can deliver to packstations but we have found from our experience that many items sent to pack stations unfortunately do not reach the customer and are more often than not sent back to us. We realise this can be frustrating for people waiting for an item as it adds a large delay on receiving the order. So we do ask that customers provide an alternate address to a pack station where possible to help with the delivery of their order. Please be aware that if you have no other alternative and we do send your item to a packstation but it is returned to us, you will need to pay a £3.75 delivery charge to get the item sent back to you or we will refund your original purchase less £3.75 for delivery costs.
Do you delivery to PO box and BFPO?
Yes we are able to offer delivery to PO boxes and BFPO and we follow the recommended guidelines supplied by Royal Mail, however unfortunately we cannot offer a guaranteed delivery.
How long will it take to get to me?
For UK delivery we normally advise that orders take around 2 - 3 working days. For Europe delivery we normally advise that orders take around 4 - 10 working days . For rest of the world countries we normally advise that orders take around 10 -20 working days. Please note that countries needing customs may take a little longer to reach you, also these times are only suggested and are in line with Royal Mail delivery times. This is not a guaranteed service and deliveries may be subject to delays and disruptions during busy periods. Please be aware that during UK bank holidays and particularly busy seasonal times of the year delivery may take a little longer than normal.
There’s an item missing from my order
We’re very sorry that you have not received your full order, we try our best to make sure all orders are picked, dispatched and packed correctly at all times. Please get in touch with a member of customer service with your name, order number and details of which item is missing and we will rectify the problem as soon as possible.
I have received an incorrect item with my order
We’re very sorry you have received an incorrect item, we try our best to make sure all orders are shipped correctly. Please get in touch with a member of our customer service team as soon as possible and we will fix the problem as quickly as we can.
I haven’t received by order
We offer same day dispatch and shipping on the majority of our orders in the hope that our customers will receive their items as quickly as possible. We ask that all customers allow for delays and disruptions that occur within the postal service beyond our control. If you are worried that you have not received your order we kindly ask that you double check with your local post office, sorting office and neighbours in case the postal service have attempted a delivery, not left a failed delivery card or there’s a delay at your post office. For all delivery times please see our shipping page which can give you more info on how long an parcel should take to get to you both in the UK and overseas. If you would like some more info feel free to get in touch with a member of our customer service team.
I would like to return and/or exchange an item
If for any reason your item is not suitable and you would like to return or exchange it, please either download our returns form or use the one enclosed with your order and post back to us at:
5 Borman, Apollo
Lichfield Road Industrial Estate,
Please note we do not currently offer free returns on our orders. However, we do offer free shipping on all exchanges.
My item is faulty
If you have received an item that is faulty, please get in touch with a member of customer service within 3 days from the day you receive the item. As soon as we know what the fault is a member of the Vanilla Underground team will work with you to get the problem fixed as quickly as possible for you.
When will you receive/process my return?
We try our best to make sure all returns are processed within 10 working days rom the day we receive the returned item. Please be aware that items being returned from overseas may take a little longer to reach us. A member of customer service will begin to process your return and will confirm this process by email.