Delivery
How long will it take to receive my item?
For 90% of our deliveries we use Royal Mail or whatever the local postage service is in your country. We use a 2nd class service so we ask you to allow 2-3 working days for UK, 7-10 working days for Europe, 10-28 working days for the Rest Of The World. Please be aware that any postal service can be subject to unforeseen delays beyond our control, we are also bound by the postal service guidelines for declaring an item lost which ranges from 15-60 days depending on your country. If your item is delayed, please contact us through eBay or by calling +44 (0) 1827 769115 so we can assist you. Please contact us before leaving any feedback as will always resolve the issue for you.
How much does delivery cost?
We offer free delivery in the UK as well as an express next working day service for £7. We also offer global delivery for £5 or an express 1-2 day service for £25.
Do you offer express delivery?
Yes, we can offer a next business day service in the UK for £7 and a 1-2 day service worldwide for £25.
Returns
What is your returns policy?
We operate a completely hassle free returns policy; if you would like to return your item simply send it in its original condition with 30-days of receipt to our distribution centre Vanilla Underground 103B Kettlebrook Road , Tamworth Staffordshire, UK, B77 1AG
To make sure the team here at Vanilla Underground can give you the best service, there are a few things we need you to be aware of when it comes to returning your items. Your item(s) needs to be returned to our distribution centre within 30 days of the date your order was dispatched. When it gets here, the item(s) need to be in an unworn, unwashed and in a loved up condition, ready for re-homing. Also as a quick reminder, please make a note that if your purchase becomes damaged, marked or stained whilst under your care, we unfortunately won’t be able to arrange a refund or exchange for you. Last but not least we would like to ask that you check your gorgeous new garbs when they arrive to make sure you ve received what you expected and in perfect condition.
How do I return an item?
Please complete the returns section of your invoice which will have arrived with your order. Please make sure you fill in all your details as required so that we can link your return with your original order. If you have misplaced your invoice please include a short note including your name and order number and let us know if you would prefer an exchange or a refund.
Package up your returned item carefully and stick the returns address label provided on the bottom of the invoice to your parcel. Please note this returns label is just an address label and does not cover any postage costs.
How long will it take to issue a refund or exchange?
We will process your return within 10 working days of receipt, however the vast majority are processed the same day they are received. You will receive an e-mail to confirm your return has been processed and refund is on it’s way or your exchange has been shipped. Please note that any delivery charges are non-refundable.
What happens if I receive an incorrect or faulty item?
If for any reason you feel your purchase is incorrect or faulty please accept our sincere apologies and contact us on eBay or call +44 (0) 1827 769115 within 3 days of receiving your package. We will issue a priority exchange for you and ensure you are not kept waiting unnecessarily. Please contact us before leaving any feedback as will always resolve the issue for you