Where is my order?
You will get a confirmation email and/or SMS text as soon as your order has been shipped. You can track your order on https://www.evri.com/track-a-parcel with the tracking number provided in the confirmation email/SMS text sent. It may take 24 hours for tracking updates to appear.
Can I cancel my order?
Please let us know as soon as possible on firstname.lastname@example.org if you need us to cancel your order. Our warehouse team starts to work on your order as soon as it has been placed, due to this if the order has been dispatched we are unable to cancel it. However, we do offer free returns detailed here.
Can I change the delivery address?
We are sorry to advise once an order has been placed, it is not possible to amend. Please reach out to us as soon as possible at email@example.com with your order number and we will cancel your order if it has not been shipped yet.
Please note, providing correct delivery address is customer's responsibility. Therefore, we are unable to issue a refund for orders lost in transit due to incorrect address.
I forgot to add an item to my order, can you add it for me?
We are sorry to advise once an order has been placed, it is not possible to amend. The quickest and simplest thing to do is to place another order with the wanted items or let us know as soon as possible on firstname.lastname@example.org if you wish to cancel your order.
I bought the wrong size, can I exchange it?
We are sorry to advise that we do not offer an exchange service. The quickest and simplest thing to do is to return the unwanted item(s) back to us using our free return service and place a new order for a replacement. Please contact us on email@example.com for further assistance.
I have subscribed to the newsletter but I haven’t received a discount code. What do I do now?
We are sorry to hear you have not received an email with the discount code. Please allow a couple of hours to receive the email and check both inbox and junk folder. Alternatively, please reach out to us at firstname.lastname@example.org and we are happy to assist you further.
I have received a faulty or damaged item, what do I do?
Please accept our sincerest apologies for receiving a faulty/damaged item. Please reach out to us at email@example.com with order number, description and clear image(s) of the fault/damage and we will be happy to help.
I have received an incorrect item, what do I do?
Please accept our sincerest apologies for receiving an incorrect garment. Please send us an email to firstname.lastname@example.org with order number, clear images of the dispatch note and item(s) received and we will be happy to help.
There is something missing from my order?
We are sorry there is an item missing from your order, the items you ordered may have been out of stock. It is worth checking your emails (including your junk/spam) to see if we have sent you an email about this.
If you have not had an email regarding this and your items is on your despatch note but not arrived, please send us an email to email@example.com with order number, clear images of the dispatch note and items received and we will be happy to look into this.
How do I return?
Items must be returned within 30 days of receipt using the Royal Mail free returns provided here. The returned item(s) must be undamaged, unaltered, unworn, without stains or marks and in its original packaging with tags attached. Please note we reserve the right to reject item(s) returned in not the above mentioned state. Rejected item(s) will be returned to you and may be subject to a re-delivery charge.
Important: Please keep the Royal Mail return receipt safe until funds are cleared into your account.
Can I return multiple items from different orders in the same parcel?
We recommend that you keep your orders separate as returning items from different orders in the same parcel may cause a delay in processing your refund.
How long will it take to receive a refund for returned items?
We ask customers to allow up to 21 days from posting for their returns to be processed, although usually they are processed quicker than this. Unfortunately, due to the number of returns we receive we are unable to search for individual packages to confirm receipt before they are processed.
Once your item(s) have been refunded an email will be sent to advise you, please then allow up to 3-5 working days for the funds to clear into your account, depending on your bank or building society.
If for any reason you do not receive any communication from us within the detailed timescale regarding your return, please do get in touch, or alternatively if 21 days has passed please forward your proof of postage and list of items returned to firstname.lastname@example.org and we can investigate with the warehouse team.
I can’t see my refund in my bank account yet?
Please allow the timescales set out above to receive your refund. In most cases we will send an email confirming we have processed a refund and include an ARN (Acquirer Reference Number) for the payment. Please quote the ARN if you need to query a refund with your bank e.g. if there is a delay in the refund showing in your bank account.
Where do you ship?
Please click here to see a list of locations which we currently ship to. If you can’t see your country on the list please feel free to drop us an email and we may be able to add it to the existing locations.
What payment options I can choose from?
You can choose to pay using major debit or credit cards like Visa, Mastercard, American Express or Maestro. We also offer payment with Shop Pay, Apple Pay and Google Pay as well as PayPal and ClearPay.
Where can I visit one of your stores?
Our online store locator lists all our stores, along with their opening hours and contact details. We hope to see you soon!
How do I return an item bought from a Vanilla store?
Returns can only be made to a Vanilla store (excluding concession stores). You can find the conditions of return on your purchase receipt. Please note that we cannot accept store returns at our warehouse.