As we're now paperless, you won't need a returns note to send your items back to us. We'll receive all of the information from the Royal Mail returns link. 

To generate a royal mail return label, click here and follow the instructions.

Our Returns Policy

We always hope that you love all the items you receive. However if for any reason you are not completely satisfied with your purchase we offer a simple return policy. We will give you a full refund as long as:

  • It has been less than 30 days since you received your item
  • You have not damaged, altered, worn, stained or marked it.
  • It is in resalable condition e.g. tags still attached and in original packaging 

Please do not return items bought online to our stores. Only send them back to us using the steps below:

UK Returns

As of February 2024 we now have a £2.25 fee in place for return requests.

Step 1 -  Navigate to our returns portal

Step 2 -  Enter your order reference, Postcode Or Email

Step 3 - Choose your item to return, including the reason & return method (Exchange or Refund or Giftcard)

Step 4 -  Choose your preferred carrier, take note of the drop locations

Step 5 -  Print your label or QR code for use at the drop off location

Important! - Please obtain a proof of postage receipt and keep hold of it until your refund has cleared into your account. Without proof of postage we will not be able to process a refund in case of any delays.

Matalan, Debenhams, Secret Sales and Ebay Returns

You can generate a return label here.

Important! -This option is only valid for orders placed on the website of one of these mentioned concession brands.

What Happens Next

Our warehouse team will inspect and process your return upon receipt and a refund will be issued.  Please allow up to 14 working days from the date you post your item(s) to receive a refund. You can track your return here.

Late Returns

We are unable to accept items returned beyond our 30 days return policy. Please contact our customer care team here if you wish to discuss a return out of time.  

EU & International Returns

We are sorry to advise we do not offer a free return service for Southern Ireland, the EU and International purchases. If you wish to make a return from these territories you will need to cover all costs of returning any items to us yourself. We advise that you mark your package ‘returned goods’ to avoid further duties.

Return address: 

Blue Vanilla Returns
Torque Warehouse
Standbridge Lane
United Kingdom

Store Purchases

Please note we do not accept returns of garments purchased from our Vanilla stores through our online returns service. This includes faulty items. 

Please return your items to the nearest Vanilla store with proof of purchase within the 30 days of purchase for a refund or exchange.  For updated information on opening times, head to our store locator.

New Look purchases

We are sorry to advise we are unable to accept any returns purchased from New Look as these are third party items. We are only managing the orders. Your wrongly returned order will be sent back to New Look. Please contact New Look's customer service team for further assistance.

Statutory Rights

Our UK return service is provided in addition to your statutory rights under the Consumer Contract Regulations. We reserve the right to reject worn or washed item(s) which are not returned as new. Rejected item(s) will be returned to you and may be subject to a re-delivery charge.