Shipping & Returns Policy

Last updated: 22 July 2026

Where We Deliver

We currently deliver all over the United Kingdom, including major cities such as London, Birmingham, Manchester, Liverpool, Glasgow, Cardiff, Edinburgh, Bristol, Leeds, and Sheffield, as well as towns and villages nationwide. We don't currently ship outside the UK.

Delivery Cost

Delivery is free on every UK order — there's no minimum spend and no shipping charge added at checkout.

Delivery Times

UK orders typically arrive within 2–4 business days via tracked delivery, so you'll always be able to see where your parcel is. Every order ships in plain, unbranded packaging with no product images or logos visible on the outside.

Returns

You have 30 days from delivery to return an item you're not happy with, for a full refund. To qualify, the item must be unworn, unwashed, and returned with its original tags and hygiene liner still attached. This is standard practice across lingerie and underwear retailers for hygiene reasons, and it protects both you and other customers — items returned without the hygiene liner attached can't be accepted.

How to Return an Item

Email admin@vipcustomerservice.care to let us know you'd like to return an item, and we'll confirm the address to send it back to. The item is your responsibility until it reaches us, so we'd recommend using a tracked postal service. Return postage is paid by you, unless the item is faulty or we sent you the wrong thing.

Refunds

Once we've received and checked your return, we'll process your refund to your original payment method. Refunds are usually completed within 5–10 business days of us receiving the item, though your bank or card provider may take a little longer to show it.

Faulty or Damaged Items

If an item arrives faulty or damaged, let us know as soon as it arrives and we'll sort a replacement or refund — including covering return postage. You shouldn't be left out of pocket for a mistake on our end.

Your Statutory Rights

This policy is in addition to, and doesn't affect, your statutory rights as a UK consumer under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

Contact Us

Questions about a delivery or return? Email admin@vipcustomerservice.care or call +44 208 242 1534. Full company details are on our Contact page.