Frequently Asked Questions

Find answers to all questions regarding products and shipping you might have. If you can't find any answer feel free to reach out at Monday — Sunday 8:00am to 6:30pm.

Shipping & Delivery

Coronavirus (COVID-19) Update

We continue to follow current guidelines and restrictions set by the UK government to ensure that we are doing all that is possible for our teams and community to remain protected, while continuing to serve our customers’ needs in creating a comfortable and functional home. Our website will remain open 24/7. Please fill in our contact form if you have any questions.

What delivery options do I have?

Standard Delivery - £3.99

We will deliver your purchase within 2-4 days within the UK after receiving your order confirmation. We deliver Monday-Saturday, except bank holidays.

Next Day Delivery - £5.99

You can select our next day delivery service at checkout and if your order is placed before 7pm your parcel will be delivered the next day by 8pm. We deliver to residential addresses 7 days a week, except Bank Holidays. We deliver to Pick-up Points Mon-Sat, except Bank Holidays. Orders placed after the cut off will be delivered within 2 days.Selected orders might not be eligible for next day delivery, this will be clear at checkout.

Please note that Next Day Delivery is not available for parcels larger than 700x500x600mm.

Free UK Delivery when you spend over £80

Please ensure you pick the Free Delivery option upon check out to redeem this offer.

Christmas Day & New Years Eve

We will be accepting orders until 14th December and will start office and shipping operations again on the 3rd of January. As a small startup, unfortunately, we don't have the capacity to run the business throughout this holiday period just yet. We will try our best to accommodate to every order as best we can.

Where can I track my order status?

Once we process and ship your order, you will receive an email with details about your shipping carrier and a tracking code, where you can track your order status.

What type of packaging do you use?

When it comes to paper cardboard used in packaging, we ensure all our boxes contains an FSC™ certification to ensure that the wood is sourced from forests that are responsibly managed in the most environmentally sustainable way possible, including water and energy use, as well as the end product's overall environmental rating.

Each packaging is chosen carefully through the use of FSC Certified boxes, papers, paper tapes that uses natural adhesive, and to eliminate the use of plastic as much as possible.

How do you Offset your Carbon Footprint?

The company is also trying to achieve carbon neutrality by partnering with Ecologi, to support a broad range of projects that are able to evidence that they are reducing greenhouse gas emissions. Each month we support a range of carbon reduction projects that are certified at the very highest level by Gold Standard or the Verified Carbon Standard. You can track our achievements here.

Do you ship internationally?

Yes, we do! However the delivery times for international shipping are slightly longer and they will vary from 4 days to 14 days, depending on the country we ship to.

We are currently shipping to the following countries outside of the UK:
- United States
- Canada
- Ireland
- Europe (France, Germany, Italy)
- Singapore


What if I change my mind on an order?

We start processing your order quickly which means we can’t make any changes once it’s confirmed, including changing the delivery address or delivery option. However you maybe able to update some details or redirect your parcel with the courier directly.

If you do need to cancel your order, there is a short amount of time after the order is confirmed for you to do this:
1. Sign in to My Account and view your online orders under My Purchases.
2. If the ‘Cancel Order’ button is visible, you can select this option and your order will be cancelled.
3. If the button is not visible, it is too late to cancel your order as processing has begun.

Should you need to, you can find out about return options below instead.

Billing & Payment

What payment methods do you accept?

We accept almost all of the payment methods available. All major credit and debit cards are available, as well as PayPal.

Do you offer Klarna/AfterPay?

Not at the moment. We are working on implementing it in the near future. Please reach out to us if you want to be notified once we do.


What is your return policy?

The productThe products you've received don't match your expectations? We offer a 14-day money back guarantee, provided they are in resalable condition (meaning no stains, tear, or any damage visible upon receiving). However, you are in charge of the shipping costs. Once we receive back your product, undamaged, we will issue you a complete refund.

You can return more than one order in the same parcel, just make sure that you register a return for each separate order.

What happens if my products arrive damaged?

We are here to help you replace it. Just email us within 3 days of receiving the package together with a photo of the damaged product and we will be sure to send you a new one.

What happens to returned items? Are any sent to landfill?

Any products returned are inspected for faults and then put back into stock if re-sellable. If an item is returned that is faulty/cannot be re-sold, it will be sent to our Vinted team who list this on our page at a discounted price with the relevant fault highlighted.

Can I get a refund for Gift Cards?

Yes, this apply to gift cards bought online, provided you notify us within 14 days of the Gift Card being delivered to you, except where any credit that has been loaded onto the Gift Card before you provide such notice in which case a refund is not available.

We cannot accept returns on:

- Personalised, custom-made or bespoke items or items damaged through normal wear and tear (unless the items were already damaged, incomplete or not-as-described, in which case the above applies); or
- Items where you were aware of a fault when you bought the item; or
- Items that you used, damaged or altered whilst in your possession, including by trying to repair the item.
- For hygiene and safety reasons, we can only accept returns of Fragrance items if the product is unopened.

*Proof of purchase is required for all returns.

*Our original packaging can be reused but, if you no longer have it, make sure it’s in something watertight. If you can reuse something you have at home, even better!

Do you offer free returns?

No we do not offer free returns on all items. This is because each returned package — regardless of which carrier picks it up — leaves a trail of emissions. Their overall transportation goes on to contribute a staggering 15 million metric tons of carbon dioxide into our atmosphere.

How To Return An Item?

You must return the item(s) to us as soon as reasonably practicable and, depending on the nature or reason for return within the timeframes specified in this policy. We recommend returning your items via a method that can either be tracked or provide proof of delivery. Our Customer Service team will give you guidance about how to return the item(s) you have purchased at Monday — Friday 8:00am to 6:30pm.

You can also use the address below for online returns, excluding external brands home assortment. Please note that this will be at your own cost.