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
We are proud to offer hassle free returns and exchanges for all customers, so if for any reason your item is not suitable and you would like to exchange it please click here to download a returns form, returns address label and full instructions on how to return your item
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.