Here's all the information on shipping, returns, exchanges and repairs that you need to know.
We take all our orders online, but if you have any difficulties please call us on (+44) 020 3151 4100 and we'll do our best to help. Our office is open during normal business hours, but at weekends the office line is closed for cycling.
Shipping & Delivery
Orders received before 13:00 GMT go out the same day.
Orders received after 13:00 on Friday, or over weekend, go out on Monday.
We try and stretch this where we can, but no promises!
We will always try to send your order asap. Nobody likes waiting! Most customers receive their parcels very quickly. Please consider using a different delivery address (for instance, your work address) if you’re likely to be out. Take a look at our service promise table on timing below.
|UK||1-2 days||Next day guaranteed|
|EU||3-5 days||1-3 days|
ALL UK orders are shipped free of charge.
For Next Day Delivery, we need your order by 13:00 please
|Standard Shipping (Orders under £100)||Standard Shipping (Orders over £100)||Express Shipping|
|UK||FREE - Royal Mail 1st Class||FREE - Royal Mail 1st Class Signed For||£8 - Royal Mail Special Delivery|
|EU||£8 - DHL Economy||FREE - DHL Economy||£20 - DHL Express|
|US||£10 - DHL Express||FREE - DHL Express||NA|
|ROW||£10 - DHL Express||FREE - DHL Express||NA|
Returns & Exchanges
We want you to be completely happy with your Vulpine garment. If for any reason you're not, we'll put it right. Please fill in the returns form which was inside your parcel and pop it back to us. If you've mislaid it, email us and we'll email you another, just grab us on email@example.com.
We ask that you do this within 30 days of receiving the goods. They need to be unworn, unwashed and in the original packaging with labels attached please.
We don't sell second-hand underwear, so if you are purchasing boxers or briefs, etc. please don't wear them before sending them back! We know you don't want even moderately used underwear, and neither do we!
Returns are free in the UK. Just re-use your envelope, put the FREEPOST sticker from your returns sheet on the front, and post!
CUSTOMERS OUTSIDE THE UK
We suggest its best to choose a service with a tracking facility as we cannot accept responsibility for items lost in transit.
Please address the package to: Vulpine Returns c/o Intermail, Horizon West, Canal View Road, Newbury, Berkshire, RG14 5XF.
When we receive the parcel we'll either credit you in full for the amount you originally paid, or send you a replacement at our expense, whichever you prefer. Just note it on the form.
Please note that refunds take up to three weeks to process. Why so long? Usually its faster, but we don't want to over-promise. We can't control the speed of FREEPOST parcels via the Post Office, and they can take a while to come back to the warehouse. We then check and quality control each garment. The warehouse then sends details to us in Customer Service, and we then need to go through a few processes including your refund. During sale periods this process can take longer, as we become so busy, though we do bring in extra staff to help.
If you crash and tear your beloved jacket, let us know. We can often help. We offer a free repairs service, that takes 2-4 weeks. *We can’t repair everything, such as merino tops, or severe damage, but we’ll talk you through it and do our best. We ask that you pay for the shipping to us though..
We can also offer you alterations to some new garments, especially trousers and jean length. Email us on firstname.lastname@example.org to find out if this is possible.
Our fault rate is extremely low. Something we are very proud of indeed. Quality shows. But occasionally a fault can happen, and when it does, we act fast.
If a garment develops a problem within 90 days of purchase, we will either repair and return the garment, send a replacement, or refund you. We’ll discuss this with you and do what’s fair and right. If the garment has been used for a purpose it wasn’t designed for (as an alternative parachute, for breaking in horses, space flight, etc) or its normal wear-and-tear, we’ll discuss this with you. We’re in it together.
For all your questions about orders or general enquiries please contact us and we'll get back to you as soon as possible, usually within 24 hours (excluding weekends), but during Sale periods this may be a little longer.
TELEPHONE: (+44) 020 3151 4100 (UK local rate)
PRESS & PR: Please contact Niall Russell on 020 3151 4100, or email him on email@example.com
PLEASE NOTE THAT OUR SERVICE PROMISES NEED TO BE DIFFERENT FOR SAMPLE SALE ITEMS:
All sample sale orders will be dispatched within one week of purchase, by second class in the UK, or standard international mail. We promise that everything we sell is high quality and unused, but they are samples and one-offs that may differ slightly from normal stock, hence the extremely low prices.
Consequently we cannot offer exchanges, repairs or alterations on sample sale garments. Refunds can only be processed on Sample Sale purchases for a maximum of 14 days after purchase, on orders over £40 in value. This does not affect your statutory rights.
We hope you manage to get what you wanted!