Refund policy
We want you to be happy with your Vanwear purchase, but we understand that there may be situations where you wish to initiate a return or exchange.
Vanwear UK supports the 14-day returns policy as per the Consumer Contracts Regulations, which applies to all returnable items. Note: Under hygiene regulations, Flip-Flops are not returnable. Certain Sale Items or Specials may not be returnable if this is stated in the Section or Item description.
Customers have 14 days to request a Return or Exchange, beginning the day after the order is received, and then 14 days in which to return the physical item(s) to us.
The Customer (you) is responsible for postage costs and the safe return of your item(s). Refunds are for the value of the items only and do not include the original postage costs.
Starting a Return
IN ALL CASES: to request a return please contact us at hello@vanwear.co.uk and let us know:
- Your Order Number
- The item(s) you wish to return
- The reason for the return
- Details of any replacement item (if applicable)
Important
Returns are handled by us in the UK. Once your return request is confirmed, we’ll email instructions on how and where to send your package. DO NOT return your items to the address on the delivery labels. They will not be received by us, and your returns could be lost, at your expense.
Items sent back to us without first requesting a return as above may not be accepted.
Incorrect Sizes
In most cases, we like to establish whether the garments are wrongly sized, or whether incorrect sizes were ordered. Therefore, you may be asked to measure the garments from underarm to underarm and compare them to the Size Guide either on the product page or the Sizing Guide page on the website, then provide images of any discrepancies.
The Sizing Guide page provides additional details and instructions if needed.
Please note that we can only allow one exchange request per item, so it is very important that check your sizing and order correctly for your replacement item. If a second request is made to exchange the same item, you will most likely be issued a refund instead (less postage costs) and you will need to place a fresh order via the main website.
ELIGIBILITY
To be eligible for a return, the garment must be in the same condition that you received it, which means
- Unused and unworn (we understand you may need to try the item on)
- Unwashed. Once your item is washed it will be considered 'used'.
If any item sent back to us is not in this condition or is returned without authorisation, you may not be eligible for a refund or exchange.
Postage - important, use a Tracked Service
Please use a Tracked Service to return your item(s), such as Royal Mail Tracked or a signed-for Courier service. In the UK, you can book your parcel through Royal Mail using this link and selecting the appropriate parcel size.
If preferred, Royal Mail will usually be able to collect the item from your home and even bring a postage label with them if needed (ask when booking). When prompted, please enter our email (hello@vanwear.co.uk) when booking the postage, so the courier will let us know the day you send your item.
Finally, please ensure your return packaging protects the item(s) from potential water damage.
Damaged, Defective Items, or Wrong Item Received
All items are QC inspected before dispatch, so it is exceptionally rare for a defective item to be dispatched. Please check your order ASAP upon receipt and contact us immediately if you believe the item received is defective or damaged, or if you think you have received the wrong item, so we can evaluate the issue and make it right for you. If you damage an item, for example by ironing on the printed area, it will not be eligible for refund. See Garment and Print Care for more details.
In all scenarios, we will first ask you to email us a picture of the garment or damaged area to help us determine the issue.
You'll be given feedback and instructions on the next stage of the Return. If the wrong item has been delivered, or a defect is agreed upon, we will collect the item for exchange or refund. Please allow us some time to discuss potential garment defects with the source garment provider.
RETURNING YOUR ITEM
Item Exchanges and Refunds (non-defective items/wrong size etc.)
Once an Exchange has been agreed upon, you will be emailed instructions on where or how to return your item. Once the eligible item is received and accepted, we will either process the replacement item(s) or refund the cost of the items (not the postage) without delay (usually within 24 hrs).
Damaged or Incorrect Items
Once a return and resolution has been agreed, you will be emailed instructions on where to return your item. Once the eligible item is received and accepted, we will process the replacement item or refund without delay (usually within 24 hrs). If the item is confirmed to be damaged or defective, your refund will include the cost of Royal Mail 2nd Class Signed For postage. Please note that postage refund costs are limited to the Royal Mail 2nd Class Signed For service.
Refund Process
We will notify you once we’ve received and inspected your return and if the refund was approved. If so, you’ll be automatically refunded on your original payment method (less the initial postage). Please remember it can take some time for your bank or credit card company to process and post the refund. You will be notified as soon as we action the refund.
Exceptions / Non-returnable items
Personalised or customised garments cannot be returned.
Please note that we cannot accept returns on Sale Items or Gift Cards.
You can always contact us for any return questions at hello@vanwear.co.uk.