How do I contact Customer Service?
If you can't find the answer to your question here on our FAQ page then please feel free to get in touch with a member of the VU team. You can email us directly at customercare@vanillaunderground.com.
What are your working hours?
We are able to take your calls and emails Monday to Friday 9am - 5.30pm (UK time) excluding UK bank holidays. You can of course email us outside of these working hours and a member of the customer service team will get back to you as soon as possible. You can also leave a voicemail on our office number and we will return your call as quickly as we can.
Do I need an account?
You can browse the Vanilla Underground site and add your favourite products to your basket or wish-list, when it comes to checking out time all you need to do is provide an email address and password which will then automatically create your account with Vanilla Underground. This makes shopping with us so much easier as you can benefit from a speedy check out time on future orders, order history and an option to subscribe to our weekly newsletters.
Why can't I sign in to my account?
If you're having trouble signing in to your VU account please don't worry, double check your spelling and that your caps lock is on or off. If you are still struggling to access your account you can click the reset link which will send you an email to the registered address with a link to a reset password page. Please be sure to check your junk mail in case it sneaks it's way in there by mistake.
How do I subscribe or unsubscribe to a Vanilla Underground newsletter?
You can subscribe to the Vanilla Underground newsletter at any time, even without making a purchase. You'll be kept up to date on all the awesome brand new and up and coming products as well as pop culture and fashion news. As well as this you'll be the first to know about all our weekly promotions, offers and secret sales! To subscribe just enter your email address in the box at the bottom of this page. To unsubscribe just follow the link at the bottom of the VU newsletter.
I'm having some technical issues, what should I do?
If for any reason you're struggling on our site please don't worry, sometimes it can be as simple as re loading a browser or clearing your browsing history including the cookies. If you're not technically minded that's not a problem, get in touch with a member of the VU team technical support through email or phone and give as much detail about the problem as possible and we'll be sure to get you sorted out and back on track in no time.
Do you have a size guide?
We have size guides for most of the products we stock, you will find this guide on the product page with measurements related to the brand, gender and style of the product. Our size guide offers measurements in cm and inches, we try to be as accurate as possible at all times however if you would like some extra advice please contact a member of customer service who will be happy to help. If no size guide is present please email us for the sizing information.
The product I like is no longer in stock, will you have it again?
We are always updating our product range, ordering in new stock and re-stocking popular lines so there is a definite possibility we will have this item in again. Many of the designs we sell are exclusives or limited editions so are snapped up quickly, if you can't find the product you are looking for please feel free to get in touch with a member of the VU team and we can see if the product will be re-stocked as well as have a look at what similar alternatives we have available for you.
Can I reserve an item?
Currently, we do not have the facility to take pre orders for products however you can create a wish list at Vanilla Underground with all the products and items you'd like to buy. As well as this you can keep up to date with new products as soon as they are available through the Vanilla Underground newsletter or the official VU blog.
I have a problem with my order what should I do?
If for any reason you are not 100% happy with your order or checkout please get in touch with a member of the Vanilla Underground team as soon as possible, we offer as same day dispatch service on a majority of our orders so if you feel something is amiss or needs to be amended get in touch with us as soon as you can. You could also take a look at the payments, shipping and returns page for more info.
Can I cancel my order?
If you change your mind for any reason and would like to cancel your order please contact us with your name, order number, address and reason for the cancellation as soon as possible. We offer a same day dispatch service on a majority of our orders so many of the parcels are shipped throughout the day on the day of purchase. As long as you order has not been shipped we can cancel this for you with no problem, if you parcel is on it's way to you you will need to return it to us and we will process your return as quickly as possible.
Can I amend my order?
There is no problem amending your order as long as the items have not been shipped, if you have an alternate delivery address or would like to change a size or colour we will do our best to make this happen if we have the product available. We can also offer combined shipping if you place more than one item with us at the same time, for these amendments to be made please get in touch with a member of the customer service team as soon as possible as we offer same day dispatch and ship on a majority of orders.
Where is my order confirmation?
After you place an order with Vanilla Underground you will receive a confirmation email, if for some reason you don't receive this confirmation please check your junk or spam boxes if you still haven't received an email from us please get in touch with a member of the VU team as soon as possible.
Looking for Shipping costs / Delivery info?
Looking to return or exchange?
See our returns policy and information here
Any other problems with your order?
For any other questions or queries please drop us a line or email us on customercare@vanillaunderground.com