Returns & Exchanges

How long do I have to return for a full refund?

You have 30 days from the date you receive your order to return your items to us for a full refund.


Please note that we no longer offer exchanges, if you require a different size or colour, please place a new order and return your unwanted items separately for a full refund.

Refund Policy

In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging and all tags and labels attached. Please ensure you are careful when trying on clothing and footwear, if any product is returned to us damaged, showing signs of wear or in an unsuitable condition (e.g. stained with make up, has odour or contains pet hair) we sadly will not be able to refund your items and you will be contacted to arrange for redelivery of the items at your cost. For hygiene reasons we do not accept returns of jewellery or underwear.

Please note that we are unable to refund you for any shipping fees that you paid when you originally placed your order should you return any items.

Your order is incorrect or an item is faulty

We're so sorry to hear that 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 at who will be happy to help.

If you experience any shortages, incorrect products or faulty items please report within 3 days of receiving your order.

Return Postage

Products are to be returned at your own cost, we do not offer a free returns service or refund postage costs. The 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 Post Office or carrier you used for your return.

How do I return?

To return, simply complete the returns form and enclose it within your package/parcel, you do not need to stick this on the outside of the packaging. 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 both a UK and EU returns address

Please return your parcel to whichever is most convenient


Returns Department
Vanilla Underground
Borman, Apollo
Lichfield Road Industrial Estate
B79 7TA


Kelly Ward
Vanilla Underground Returns
Street 8, Number 12
General Toshevo
Dobrich Region

How long does it take to process my return?

Our Returns Department aims to process all parcels within 10 -15 working days once we receive them back to our warehouse. Please note in busier periods this may be longer. Your items will be checked and once we are happy they are in a re-sellable condition, we will process your refund. Please allow 5-10 working days for refunds to appear in your account, sometimes this can be sooner depending on your banking provider.

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See our shipping & delivery & information here

If you have any other questions, please don’t hesitate to contact us at