Returns & Repairs
REFUNDS & EXCHANGES
- Returns are free in the UK
- We’ll re-send an exchanged garment free of charge, anywhere in the world
- You only have to pay for returns postage if you’re outside the UK
- We ask that you do this within 30 days of receiving the goods
- It needs to be unworn, unwashed and in its packaging please
- Refunds and exchanges can take up to 15 working days
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 within 30 days. If you've mislaid it, email us and we'll email you another, just grab us on email@example.com.
Refunds 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
Its only fair that the garment returned is new, unwashed, unworn and in its original packaging please.
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 FREEPORT 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.
- Repairs are free!*
- Alterations are possible, just ask
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.