No problem, we’re here to help, Use our customer care ticket system to send a message here
We regularly update our website with new lines and additional stock, so do check back if you are unable to find something you are looking for... To help with your hunt, you can use our search box at the top of the site to look for any relevant terms such as colours, garment types and styles to help refine your search. If you know the item's barcode, you can also search using this directly. You can even select from one of our most popular search terms if you are unsure - or feeling adventurous!
As a fast-paced fashion retailer, we’re constantly trying to bring you the latest trends. This means that our items can sell out and we don’t always plan on restocking them. Our customer care team are unable to advise on whether an item is coming back into stock, but the good news is that we do sometimes restock some of our bestselling products, so keep checking back on our site to see if an item has reappeared.
Our standard range is generally produced in sizes 8-16. Our plus collection comes in sizes 18-28. Some garments are "one size", where this applies it is stated on the product page. More information on sizes can be found in our size guides here.
If you wish to cancel an order after it has been submitted, please contact our customer care team by raising a ticket here. Please be aware if your order has already been processed, we are unable to cancel it. In this instance you may return your item(s) to us using the form included in your package in accordance with our returns policy. This does not affect your statutory rights.
Unfortunately not. We are unable to add additional items to an order on your behalf. If you wish to purchase additional item(s), the quickest and simplest way is to place a new, separate order.
You can pay online using Visa Credit, Visa Debit, Visa Electron, MasterCard, Pay Pal, Apple pay or Amazon pay.
Klarna is a simple and easy way to spread your payments. Click here to find out more.
All payments are processed upon completion of the online checkout process. If you pay for an item and we can't deliver for any reason, we'll give you a full refund - take a look at our returns policy (link opens in a new window) for full details of our refunds process.
Unfortunately, we are currently unable to accept orders over the phone.
We are sorry to advise we currently do not offer online gift vouchers. We are also unable to accept concession store cards or gift vouchers on our website.
Our site is highly secure. We use industry-leading technology (such as SSL) to keep your information safe. When you begin a checkout you will see the small padlock sign in the address bar - this confirms that you have entered a secure payment page.
For your extra protection Blue Vanilla uses Visa 3D Secure; the Verified by Visa (VbV) security programme, and the SecureCode system from MasterCard. VbV and SecureCode let you create your own personal password to use as an extra security measure for any online Visa or MasterCard payments.
If you are having any payment issues relating to Verified by Visa, MasterCard SecureCode, PayPal or any other payment method related issue, please contact your card issuer directly for more information.
If you have any questions about your order, contact our customer care team via our ticketing system here.
From time to time things may go wrong. Generally there is a simple explanation. We kindly ask all customers to firstly check their spam and junk folders as your settings may have filtered out our order confirmation. If this doesn't solve the problem please contact our customer care team at here.
Unfortunately, if an item has low stock availability and multiple shoppers have the same item in their basket at the same time, some customers may fully complete the checkout process faster than others. This can result in an item being ordered when in reality, it has just sold out. We sincerely regret any inconvenience in the rare cases where this does happen and we will fully refund any item(s) within an affected order accordingly.
Occasionally, items sell out very quickly. Sometimes when this occurs the number of customers purchasing an item at that time outweighs the number of units available. Should this happen, we always aim to contact you within 24 hours to advise you of the status of your order and will provide a full refund for any items not available.
If you would like to change the details of the delivery address specified when placing the order, please contact our customer services team as soon as possible using our customer services ticket here.
It's really important that you let us know of any inaccurately provided delivery address information as quickly as possible so that we can ensure your order is updated prior to dispatch. Please ensure that you include your name, order number and phone number in your support ticket. These details will help ensure that your query is handled as quickly as possible.
If your order has already been processed or dispatched to you, you will need to follow our return policy in the event of receiving any unwanted or unsuitable item(s).
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