How do I return an item?
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UK RETURNS ARE FREE if item(s) returned WITHIN 14 CALENDAR DAYS after receiving your order:
If you are not completely satisfied with your purchase, you can return your item(s) to us within 14 days from receipt of your order. Unfortunately we will not be able to accept returns outside of this time frame, and will not fund the return shipping cost.
Make sure you include all returned items in one parcel, you only have ONE FREE RETURN PER ORDER!
Please ensure returned item(s):
- Are in original unworn condition with tags intact Are unworn and unwashed
- Returned shoes have not been worn and show no signs of wear
Please allow five days for us to process your return from date of delivery to us.
We strongly recommend you obtain proof of postage with a tracking number, lost item(s) will unfortunately not be processed.
Return Via Royal Mail & Tracking
Please find enclosed your free returns label. Follow the steps below to return item(s):
- Tick the item(s) you want to return or exchange on this invoice, please let us know the new size you require if exchanging an item(s)
- Enclose this invoice with the item(s) and package up securely, using the original packaging if possible
- Attach free returns label to front of parcel, covering any original delivery labels
- Take your parcel to any Post Office counter, ask for a certificate of postage
- You can track your return back to us here: https://www.royalmail.com/track-your-item
Didn’t receive a label? Create your own label here: http://www.royalmail.com/track-my-return/create/469
Have you received my return?
You can track your returns online if you’ve returned using our returns method here
Please allow up to 10 working days for your parcel to be returned to Blue Vanilla. You will be notified by email when your return has been processed.
After 10 working days if you have checked your return tracking status and still need help, please get in touch and quote your order number and details of the items returned for a quick response.
And how about exchanges?
UK customers can exchange for a different size or colour of the same item. If you’d like a different item or you’re an outside of the UK, you’ll need to return the unwanted item for a refund and place a new order.
See ‘how do I return an item?’ for details on how to send items back to us.
How long will it take to process my return?
If you’ve returned using one of our provided returns methods, please allow up to 10 working days for us to receive your items, process your return and confirm your refund amount. We’ll send you an email when this has been done.
Once we’ve confirmed that your return has been processed, please allow the following times for your refund to reach you, depending on your original payment method.
- Bank Account payments will take 3 – 5 working days
- PayPal payments will have an immediate effect (1-2 hours)
Will you refund my delivery costs?
We do not usually refund delivery costs unless it is otherwise stated.
Will my return postage be refunded?
If you return using our returns method, there won’t be any charge for the return.
However,if you’ve returned using your own method of postage, this will be at your own cost.
How long will it take for my exchange to be here?
Please allow 10 working days for us to receive your items, process your return and confirm your exchange. We’ll send you an email when this has been done.
Exchanges are sent out via Standard Delivery which can take an additional 3 – 5 working days (excludes Weekends & Bank Holidays) unless otherwise communicated.
I have been refunded the wrong anount! What shall I do?
When checking your refund amount please take into account any discounts that were applied to your order to calculate the correct refund amount.
Can I cancel my order?
If you’re a customer in the European Union, you have the right to cancel your contract within 14 days from when you receive your order. This doesn’t apply to items that have been worn or used.
To exercise the right to cancel, you must inform Blue Vanilla of your decision to cancel the contract by contacting our Customer Service Team detailing your name, address and order number and that you wish to cancel your contract. You must do this within 14 days of receipt of your order.
You must then return the items to us. You can either do this by using our pre-arranged returns methods (see ‘how do I return an item’) or using your own method of return and returning the items to:
2 Turner Street
E1 2AS, London
We’ll refund the full price you paid for the items. The refund will be made to you using the same method of payment as you used for the original transaction.
Note that you are responsible for the cost of returning your item to us and that if you use our returns methods the cost of returning the item will be deducted from your refund.
If you cancel your order before the items have been sent out to you, then you will receive a full refund including the delivery charges.
My item is faulty! What shall I do now?
We are extremely sorry for that! We always check the items before we send them to you but sometimes it can happen!
Faulty products returned by you will be refunded in full.
Please see “how do I return an item”
How do I return an international order?
Customers outside UK must then return the items to us using their own return method and always obtain proof of postage. Regarding the policy and the procedure please see “how do I return an item”
The return address is
2 Turner Street
E1 2AS, London, UK
Regarding your refund please see ” how long will it take to process my refund”