Returns and Refunds Policy
At Vanessa Mayfair, we are committed to providing high-quality products and excellent customer service. This policy outlines your rights under UK consumer law, as well as our voluntary returns policy.
Your statutory rights under the UK Consumer Rights Act 2015 are not affected by this policy.
Right to Cancel (14-Day Cooling-Off Period — Online Orders)
If you are shopping from the UK or EU, you have the legal right to cancel your order within 14 days of receiving your item, for any reason.
To qualify:
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The item must be unused, unworn, and in original condition
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All tags and packaging must remain intact
You then have 14 additional days to return the item after notifying us.
📩 To exercise your right to cancel, contact us at:
support@vanessamayfair.co.uk
Our Extended Returns Policy (30 Days)
In addition to your legal rights, we offer an extended 30-day returns window from the date you receive your order.
To be eligible:
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Items must be unworn, unused, and unwashed
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All original tags and packaging must be intact
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Proof of purchase must be provided
Returns requested after 30 days may not be accepted.
Return Shipping Costs
Change of Mind / Size / Style
Customers are responsible for return shipping costs.
Faulty, Damaged, or Incorrect Items
If the item is faulty, damaged, or incorrect:
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We will cover return shipping
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You may choose a replacement or full refund
Faulty Goods & Legal Rights
Under UK law, items must be as described, fit for purpose, and of satisfactory quality.
If your item is faulty:
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Within 30 days → You are entitled to a full refund
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After 30 days → You may be entitled to a repair, replacement, or partial refund
Please contact us with photos or video evidence so we can resolve the issue quickly.
How to Start a Return
Before sending any items back, please contact our support team for approval and return instructions.
📩 Email: returns@vanessamayfair.co.uk
We will provide:
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Return approval
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The correct return address
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Shipping instructions
📌 Please use a tracked shipping service. We cannot guarantee refunds for parcels lost without tracking.
Damaged or Incorrect Items
If your item arrives damaged or incorrect, notify us within 24 hours of delivery with:
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Photos or video evidence
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Your order number
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A short description of the issue
We will offer a replacement or full refund once verified.
Exchanges
If you would like a different size or colour:
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Contact us to request an exchange
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Exchanges are subject to availability
If your preferred size is unavailable, we will offer a refund.
Order Cancellations
Orders can be cancelled within 2 hours of purchase, provided they have not entered processing.
If your order has already shipped, it will need to be returned once received.
Refund Processing
Once we receive and inspect your return:
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We will notify you of approval or rejection
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Approved refunds are processed within 5–7 business days
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Refunds are issued to the original payment method
Bank processing times may vary.
Wrong Item Received
If you received the wrong item:
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Contact us with your order number and photos
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We will arrange a replacement or full refund
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Return shipping will be covered by us
Items Not Eligible for Return
The following items cannot be returned unless faulty:
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Worn or washed items
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Items without original tags
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Hygiene-sensitive items where seals have been broken
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Clearance or final-sale items (if marked as such)
Contact Us
For any returns or refunds enquiries:
📩 support@vanessamayfair.co.uk
🕘 Customer Support Hours: Monday – Sunday, 09:00 – 17:00
Thank you for shopping with Vanessa Mayfair. We value your trust and are always here to help.