Our Return 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. In a nutshell 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 FREE Returns - How it Works
Step 1 - Click here to create and download your own returns label, and to find your nearest Post Office location.
Step 2- Print your return label. If you cannot print your returns label at home, do not worry, most of the 12,700 Royal Mail Delivery Offices have printing facilities. You can find locations here, or on the Royal Mail website once you have created your free label which will be emailed to you with the required QR code. (See step 4 for more information.)
Step 3 - Package your item(s) in one bag, complete the required fields on the dispatch note and pop it inside. Attach the label you have printed at home.
Step 4 - Go to your most convenient Post Office location. If you have not printed a returns label, you will need to show the email confirmation containing a QR code and they will print and attach a label for you. Please check your email confirmation before going to the post office, ensuring you can see the QR code. If you cannot this may be down to your email service provider. Please check your email settings or try again with an other email address. Alternatively, you can book collection and choose for courier to bring label with them.
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.
What Happens Next
Our warehouse team will inspect and process your return upon receipt and a refund will be issued. Please allow up to 21 working days from the date you post your item(s) to receive a refund. You can track your return here.
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.
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 herbalkolesterol.com orders. Your wrongly returned order will be sent back to New Look. Please contact New Look's customer service team for further assistance.
Our free 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.