Returns & Exchanges

Returning an unwanted item? 

We understand that sometimes an item may be unsuitable or that you may simply have changed your mind. That’s why you have 30 days to return any unwanted items to us. We do not offer an exchange service, however, you can return any unsuitable items to us for a refund and place a new order for the item(s) you want. If your new order incurs any postage costs simply get in touch confirming your new order number and we will be happy to refund these.

You have 30 days from the moment your order's been delivered or made available for collection to return an item to us. We aim to process returns and refund you within 7-10 working days.

Any returned items must be in perfect condition and the original packaging with all tags and labels attached. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and your return will be donated to charity. All items are inspected on return.

To return, simply complete the returns form and enclose it within your package/parcel. If you have lost your returns form you can write your order number and reason for return on a slip of paper and enclose this instead.

We have returns addresses in the UK, USA and Europe, you can return to whichever is the most convenient for you.

Products are to be returned at your own cost, we do not offer a free returns service or refund postage costs. The returns parcel remains your responsibility until it arrives back with us so we recommend that you gain proof of postage in case your item gets lost and you need to make a claim with the carrier you used for your return. 

None of these terms or conditions affect your statutory rights. 

I've received an incorrect or faulty item? 

We’re really sorry if you have received an incorrect product or have an issue with the quality of a product purchased from us. Please contact our customer care team first who will be happy to help. The quickest way to gain a resolution is by emailing us at customercare@vanillaunderground.com. If you are unable to email you can call us between 6am - 3pm on 07896267999. Please note this number is for customer services only and we cannot answer other queries. We recommend emailing us for the fastest resolution. 

If you experience any shortages, incorrect products or faulty items please report within 2 days of receiving your order. 

 

 

Looking for Shipping & Delivery info?

See our shipping & delivery & information here

 

If you have any other questions, please don’t hesitate to contact us at customercare@vanillaunderground.com