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You can browse our products using the menu at the top of the homepage, or from various collections also on
the homepage. If you are looking for something specific, use the search bar at the top of the page.
Be sure to use the filters on the top of the page when browsing products to quickly find the right items.
Once you have found a product you like...
Select the size and colour, and click 'add to cart'.
Your cart shows the items you have chosen. You can edit and remove items here.
When you are ready to place your order, you can click 'checkout'.
Make sure you've entered the correct shipping address and payment method, then you're ready to confirm
your order: 'pay now'.
What payment methods do you accept?
Most major credit and debit cards are accepted.
How do I use a discount code?
To use a discount code, enter the code in the 'Discount code' box on the right hand side of the checkout
screen and press 'Apply'.
On mobile, you may need to open the 'Show order summary' dropdown at checkout to apply your code.
Delivery
When will my order be shipped?
We aim to get your order sent as quickly as possible. Orders are usually sent within 2-3 working days, but
may take longer during sales periods.
How can I track my order?
You can track your order by clicking on the relevant order in your
account
and clicking the tracking link.
Tracking will only be available once at least one item in your order has been shipped. The status of your
order will say 'on it's way' once your order has been shipped.
Once shipped the tracking details for each parcel sent will be available. You can click on this to take
you to the tracking details.
Alternatively, you'll receive a dispatch notification via email for each parcel sent with tracking details
included.
What delivery options are available?
For delivery to a UK address, we use Royal Mail tracked delivery straight to your door. Please note, for
bulky orders, your order will be delivered by Yodel or DPD.
For international orders, we use a tracked courier service via UKP or Seven Senders. The final mile
courier will depend on your location, but this information will be available via your tracking link.
What should I do if my order hasn’t been delivered?
It's easy to check on the progress of an existing order via your tracking details. You can track your
order by clicking on the relevant order in your account and
clicking the tracking link.
If you still have an issue and need to get in touch, please follow the simple steps to
contact us
and we'll get back to you to help.
Where is my order shipped from?
We have a warehouse in both the UK and Germany. We always try to send your order from your nearest
warehouse to ensure the quickest delivery service possible.
If you are ordering to the UK or Europe, you will not be liable for any customs or duties. For any
international destinations, the usual customs and duties will apply.
Will I be liable to pay duty or customs charges on my order?
There will be no extra duty or customs charges to pay on your orders delivered to the EU or UK.
The usual duty and customs charges apply to orders delivered to other destinations.
Returns & refunds
Can I return items from different orders in the same parcel?
You are welcome to return items from different orders in one parcel.
Please make sure that you clearly note each item with its respective order number so our returns team can
process your refund without delay.
If you have any further questions, please do not hesitate to
contact us
here.
What is your returns policy?
You can return an item within 100 days of receiving your order if for any reason you're not completely
happy with it.
Items should be returned in the same condition in which you receive them: the original product packaging
and tags must still be attached, and the products must be in an unused condition (except in the case of
products which you have discovered to be faulty upon use) - please
contact us
and be sure to select 'Faulty product' from the query topic dropdown.
You are responsible for the cost of returning your order back to us. You can do so using any courier of
your choosing, but please note that in this case we will not refund any postage fees (except if the goods
are faulty or if you have received a wrong product).
Are returns free?
To make sure everything gets back to us safely and promptly, you cover postage costs to return an item.
Once we've received your item(s) back we will process your refund within 10 working days.
How do I return my order?
It's simple to set up a return for all or part of your order.
Please visit your account and request a return for the relevant
items/order.
You can find more information and further instructions on our
delivery & returns page.
If your product is faulty, please see "My item is faulty, what should I do" below.
Can I exchange an item?
We know sometimes you don't find the perfect size, colour, or style the first time. If you want to
exchange your item, we ask you to:
Return the item(s) by initiating a return via your orders page in your
account.
Find the new item and purchase that as a new order.
How long will it take to get my refund?
If something's not right with your item we aim to process your return and refund as quickly as possible so
you can get back to finding great products. It normally takes between 5-10 working days for us to process
your refund once we've received your return.
If you're concerned about your refund, please
get in touch with your order number and returns tracking
number, so we can investigate the delay for you.
Why haven't I received my refund?
If you haven't received your refund it is most likely because we haven't received and/or processed your
return yet. Please note it normally takes 5-10 working days for us to process your refund once we have
received your return.
Please contact us with your returns tracking number if it's
been more than 10 working days so we can investigate.
My item is faulty, what should I do?
If your item is faulty upon receiving it, please
get in touch to receive a free return.
If you have problems with the item after using it, please
get in touch as soon as you notice the problem and we will
assess the fault. You just need to give us a few details:
Your order number
Images of the complete article and area of the fault. These will need to be sent separately. Please
reply to the auto-response email you receive after submitting the contact form.
Details of the problem you noticed and how it first occurred.
Any other information, e.g. has it been washed/dried, and if so, how?
If your claim is accepted, we will either arrange a refund or a replacement if we have stock available.
If you would like to make changes to your order, such as a size change, please
contact us
as quickly as possible, and be sure to select 'Editing an order' from the query topic drop-down. Please
note, we cannot guarantee this will be possible once your order is processing.
Can I add items to my order?
Unfortunately, we can't add another item to an order once it's already been placed.
However, if you place an additional order and then contact us with the order numbers, we will refund you
the 2nd shipping fee.
Please note we can only do this for orders within the EU.
My delivery address is incorrect, what should I do?
Please contact us as soon as possible using the contact
form, and be sure to select 'Editing an order' from the query topic drop-down. Please note, we cannot
guarantee this will be possible once your order is processing.
Can I cancel my order?
Order cancellation, before shipment, may be possible. If you wish to cancel your order please
contact us
as quickly as possible, making sure to select 'Cancelling an order' from the query topic drop-down and our
support team will receive your request. We will do our best to make any updates requested, but please be
aware that if your order is already processing at our warehouse, we can't guarantee that our request will
reach them prior to dispatch.
If your order has already been shipped or delivered then you can follow our straightforward steps to
Return
all or part of your order. Once we receive your return, we will refund the price paid for the goods to the
original payment method used.
I'm missing items from my order, what should I do?
We may have sent your items in separate parcels. Please check your dispatch confirmation or your
account
for more details.
If your order has been sent in multiple parcels you will see several tracking numbers. You can click these
and see the full tracking details for each parcel.
If an item is missing, please contact us with the order
number and the item details.
My account
Can I update my account details?
Yes, you can. Just visit your account to update your saved
addresses.
Please note that you cannot update the email address linked to your account.
Can I delete my account?
Should you wish to close and delete your Vulpine account, please
contact us
and we will delete your personal details and account as requested.
Product questions
Where can I find information on sizing?
You can find a size guide for the relevant product on every product page - look for 'Size Guide' next to
the size selector, or below the product description.
You can also view our 'generic'
size guide.
If you are in between sizes, go one up for a looser fit, go one down for a more athletic fit.
How should I take care of my Vulpine products?
We’ve designed our Vulpine garments to be easy to care for.
Please see our
garment care guide
for more information.
If you require further advice, please contact us.
Other
Do you sell gift cards or vouchers?
We don't currently sell gift cards or vouchers.
About Vulpine
What's the best way to contact you?
The best way to reach us quickly is to fill out our
contact form. You can also email us directly at
support@vulpine.cc
