Terms and Conditions

Terms And Conditions


Access to and use of this Website and the products and services available through this Website .are subject to the following terms, conditions and notices (By using the Services, you are agreeing to all of the Terms of Service, as may be updated by us from time to time. You should check this page regularly to take notice of any changes we may have made to the Terms of Service. Access to this Website is permitted on a temporary basis, and we reserve the right to withdraw or amend the Services without notice. We will not be liable if for any reason this Website is unavailable at any time or for any period. From time to time, we may restrict access to some parts or all of this Website.

Your Order

We do our best to ensure availability of all our products and endeavour to dispatch all orders within the quoted time frame. If there is a delay or problem and we are not able to supply the product to you within the quoted time frame we will inform you of this and the product will be despatched as soon as it is available. If your order is made up of multiple items, some items may be dispatched separately. If this does happen, you will only pay one delivery charge.

Occasionally we find ourselves having to cancel and withdraw a product because it is obsolete, discontinued or otherwise unavailable. In these circumstances we will inform you immediately and offer you an alternative if one is available.

Whilst we try and ensure that all details, descriptions and prices which appear on this Website are accurate, errors may occur. If we discover an error in the price or availability of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.

If a delay has occurred and you are unable to wait any items that have not yet been despatched can be cancelled without penalty by contacting with our customer care team.


Payment over the Internet can be made by Visa, Visa Electron, Visa Delta, MasterCard, Maestro and Solo, or PayPal.

Alternatively, you can pay by cheque, bank transfer or postal order. Please note that if you choose to pay by cheque, your order will not be dispatched until the cheque has been cleared by your bank. If you choose to pay by postal order, your order will be dispatched upon receipt of payment. Please note that if you are sending payment by either cheque, bank transfer or postal order the items that’s you have ordered will be reserved for 7 working days only, after this time the item will be put back on sale and may become unavailable.

Cancellation And Returns

We can only accept items returned to us within 30 days from the date your order was received. All items must be returned to us before a refund or replacement is issued. If you would like to return the item Items must be returned to us in an unworn and unwashed condition, deemed fit for resale. Please be very careful when trying products on, for example, please ensure you are not wearing makeup, perfume, deodorant or antiperspirant which may leave marks on the product as we will not be able to arrange an exchange or refund for any item returned to us with any marks or stains. Please thoroughly inspect any item you order from us on receipt as we will only accept products returned to us in their original condition and fit for re-sale unless we have been given prior notice that an item is faulty. Faulty item must be notified within 3 days of receiving the item. Delivery charges are non-refundable unless the item purchased is faulty or incorrect. A polite request, please fold returned items neatly before sending them back to us.

If you would like to return the item after 30 days, we will issue a credit note.

Exchanges are sent out free of any shipping charges; however the cost of sending your return back to us is your responsibility.

Please return the unworn garment to:

Vanilla Underground
Unit 5 Borman Apollo
Lichfield Road Industrial Estate
B79 7TA

If you would like to exchange for a different product that is less than the item you are sending back, we will refund the extra amount to the card that you paid with.

If you no longer have your packing slip, please just include a note with the above information making sure to also include your delivery address, order number, e-mail address and phone number.

The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a secure delivery service that insures you for the value of the goods and that has a tracking facility for you peace of mind.

We cannot be held responsible for parcels lost on return to us. We will send out your exchange or process your refund upon receipt of the return - please allow up to 30 working days.

Price Match

We want to keep our customers happy, so on the off chance you might see something cheaper elsewhere, we'll match the price for you. Before submitting a request, take a look at our terms and conditions to make sure we are able to match the price! Once you've checked whether your item is eligible, drop us a message at customercare@vanillaunderground.com

  • Items must be the exact same product.
  • The price match product must be in stock, available to purchase immediately and have similar delivery time frames & offerings.
  • We do not match against marketplace sellers such as Amazon, Ebay etc.
  • The company you wish us to price match against must have been trading for at least 3 months.
  • The company must be based in the UK and be VAT registered.
  • The product must be brand new - we cannot price match against resold items.
  • You must submit your price match request prior to purchasing. We cannot match once you have placed an order.
  • We reserve the right to removing this service temporarily or permanently at our discretion.
  • We reserve the right to refuse a price match if we feel is does not represent a like for like comparison.
  • Price match cannot be used in conjunction with any other offer.