Christmas Delivery & Returns

Christmas Delivery

During the festive period, our brands understand that many customers will be ordering in time for Christmas, and they will be doing everything they can to meet that date.

However, due to high volumes in the courier network, ordering from brands within your country during the festive period can take up to 7 days; and up to 14 working days if ordering from brands outside of your country. It may take longer than this depending on the courier used, customs procedures and volumes, and is unfortunately out of our control. 

Whilst we'd love to be able to, we are unable to guarantee delivery before Christmas on any order, so that’s why we would strongly recommend ordering in plenty of time if you would like to get the best chance of delivery before Christmas.

If you have been waiting longer than the above times, please first track your order to get the latest updates on your parcel by entering your tracking number here.

If you need any help beyond this, please email our customer service team on customers@immaculatevegan.com and we will endeavour to get back to you in 24 hours with any further information we can provide.

Ordering Last Minute?

Why not pick up an Immaculate Vegan e-gift card? They’re instant, simple and let your lucky recipient choose anything they want to buy.

Extended Returns*

We are offering our customers an extended returns policy during the festive period starting 1st December and ending on 31st December. 

That means that if you order between these dates, you’ll have up to 31 days from the day of delivery to let us know you’d like to return your order, instead of the normal 14 days.

You’ll then have a further 14 days from the day that we provide you with return instructions to post your order.

If you would like to return your order, please submit your return request through our self-service return portal.

*Unfortunately, any Issy London products are not eligible for extended returns, so would revert to our normal return policy.

Christmas Opening Hours

We are rewarding our team this year for their hard work during 2023 by closing our customer service department between 23rd December and 1st January inclusive. 

Therefore, if you contact us between those dates, you may experience a delay in a reply from us. However, you may be able to find the answer you need in our Knowledge Base.

Our brands will continue to ship orders where they can on working days between these dates.

If you are requesting a return, please note that this will not affect your return window, which will start from when we send you return instructions.

We wish all of our Immaculate customers a wonderful festive break!

Standard Delivery & Returns policy

As a marketplace, we sell many beautiful vegan and sustainable brands – but we don’t hold stock, so when you order a product from us, the item is shipped from the brand directly. This eliminates needless carbon emissions and use of resources from not having to have the item packaged and shipped to us, and then repackaged and shipped out again to the customer; and not having to run major warehouse operations in addition to those of our brands.

If you have purchased multiple items from different brands at the same time, each item will be sent separately and directly from each individual brand.

We manage all customer communications, so if you have any questions or issues with delivery of your item, please contact us at customers@immaculatevegan.com.

Delivery Times

Our brands usually dispatch items within 1-2 days of your order. Shipping can take between 3-10 days depending on where you are based and where the brand is based. However, please be aware that we are unable to control whether there are postal strikes or other external factors that may affect delivery time.

If an item is made to order, this will be clearly indicated in the product's description.

For a universal view of your parcel, please use the parcel tracker here.

Delivery Destinations & Costs

We currently ship to the following territories: UK & Europe, North America (US, Canada, and Mexico), Australia, New Zealand, Israel, UAE, Hong Kong, and Japan.

The majority of our brands offer free domestic shipping (or free over a certain spend limit).

Some offer free international shipping depending on your location and / or order value. 

Where this isn’t the case, the majority of orders will have shipping costs no higher than the following:

	UK Brands	US Brands	EU Brands
UK Customers	£5.95	£10	£6
US Customers	£10	£6	£10
EU Customers	£5.95	£10	£6

 

Canada & Rest of World shipping costs differ by brand and by country. 

Please note: your shipping costs will always be visible at checkout, prior to payment. 

Our brands also select their own couriers, which may also differ by country.

Our Prices, VAT & Import Taxes

If you order an item that ships to you from within your own country, there will be no additional taxes, duties or fees on receipt of goods.

If you order an item that ships to you from another country, your order may be subject to VAT and/or import duties, which are the result of international trade agreements between countries and unfortunately not within our control.

Please note the following scenarios:

Customers in the UK

• All products shipped to you from within the UK already include VAT, and there will be no further taxes or import duties applied.

• Products shipped to you from outside the UK where the price excluding VAT is under £135 will have no further taxes or import duties applied. Please note that the prices shown on our website already include VAT.

• Products shipped from outside the UK where the price excluding VAT is over £135 may be liable to import duties on delivery of the item. This depends on where the item is made, not just where it ships from – for example, items made in the EU will not be liable for additional charges into the UK and wherever possible we ensure that we benefit from Free Trade Agreements and that the Vendor ships in a manner to avoid such fees. If you're unsure, please email us at customers@immaculatevegan.com.

Customers in the USA

All orders under $800 are duty free, which means there will be no additional taxes or import duties or fees applied on any orders under that amount.

Customers within the EU

• All products shipped to you from within the EU already include VAT, and there will be no further taxes or import duties applied.

• Products shipped to you from outside the EU where the price excluding VAT is under 150 Euros will have no further taxes or import duties applied. Please note that the prices shown on our website already include VAT.

• Products shipped from outside the EU where the price excluding VAT is over 150 Euros may be liable to import duties on delivery of the item.  Wherever possible we ensure that we benefit from Free Trade Agreements and that the Vendor ships in a manner to avoid such fees. If you're unsure, please email us at customers@immaculatevegan.com.

Customers in the Rest of the World

The majority of regions outside UK & EU do not have VAT or import duties that apply, except for very high value orders – however this differs by country, so please check with your local customs office if you aren't sure.

Wherever possible we ensure that we benefit from Free Trade Agreements and that the Vendor ships in a manner to avoid such fees.

Payment of VAT & Import Duties

As the customer, you are responsible for paying any duties that apply in your region. These will be charged at point of delivery, and payable through the courier. Please note, you will be required to pay any relevant VAT & duties before your order will be released to you.

Depending on the courier used by the brand, you will have either an option to pay any additional fees online by following the tracking number available once your order is shipped, or directly to your courier upon delivery.

Unfortunately, if you fail to pay these charges and the parcel is returned to sender, we will not be able to refund your original shipping costs, although we will of course refund the cost of your item, when it has been received by the brand.

Delivery Confirmation

A delivery confirmation email from Immaculate Vegan will be sent to you as soon as the order has been sent. This email will contain a tracking number and the date the brand dispatched the item.

If you want to know the status of your delivery, please use the tracking number and link in this delivery confirmation email. This is the easiest and quickest way for you to get this information. 

If a brand is experiencing a high volume of orders, or other factors such as poor weather or postal strikes, delivery may be delayed by a few days.

If you experience a delivery issue which has not been resolved by the courier, please contact us and we will do our best to resolve this. 

Incorrect Address Details

Please ensure your address is completed correctly and a valid phone number is available at order. Immaculate Vegan does not take responsibility for lost or undelivered items if the address is incorrect.

If your order is returned to the brand, the cost of redelivery must be paid before it is despatched again.

Damages

Please see our Returns Policy

We hope you love the items you buy from us; we take the utmost care in ensuring our brands and products are of a high quality. Additionally, as shipping goods has an environmental impact, we hope to minimise returns by giving you as much information as possible about each product. 

However, we understand that from time to time things might not be quite what you expected. So here is our policy and instructions if you ever need to return a product.

How do I request a return?

Immaculate Vegan is a multi-brand marketplace. That means that we offer products from different brands based in different countries. So you need to return your item directly to the brand supplier, not to Immaculate Vegan.

To submit a return or exchange (excluding V.GAN items), please follow this link to our return portal and follow the instructions.

If your order contains an item by the brand V.GAN, please instead email us at returns@immaculatevegan.com and we will send return instructions.

For each item you would like to return or exchange, you will need to submit a separate return request.

Once you have submitted your request, you will receive a further email with your return instructions. In most cases, this is within 1 working day but sometimes it is instant depending on the item you are returning. Please check your spam or junk folder if you do not receive it within this timeframe.

This will contain a link to pay for your return label (or a pre-paid label if the brand offers free returns in your country).

The label will contain a tracking number that you can use to check the progress of the shipment.

How long do I have to return my order? 

You have 14 days from your delivery date to inform us of your desire to return an item, and then a further 14 days from the date you receive return instructions to send back the item.

Do you offer free returns?

Some of our brands offer free returns & exchanges while others do not.

Not all brands can offer free returns because our brands are small businesses who invest a lot of money in high quality materials / ingredients and manufacturing processes (including labour), and operate to very small margins.

You can find a list of our Brands and their return addresses here. Any brands that offer free returns will have a comment under the brand name mentioning free returns and in which countries or territories this applies to. 

Please note that any delivery costs or import taxes you may have had to pay to receive an item cannot be refunded by us upon the return of that item.

What can be returned?

Any item – regular priced or sale price – may be returned and refunded. This includes items purchased with a promotional or discount code.

What if an item is faulty?

Though extremely rare, if an item is faulty, the brand is responsible for paying for costs of returning the item. Please inform us if you receive a faulty item as soon as possible, by submitting a return request and choosing the "Faulty / incorrect item" return reason. You will be required to upload photos of the fault. We will then work with you and the brand to reach a resolution as quickly as possible.

How should I send back my return?

Please ensure you package your return securely to prevent any damage to the items or boxes, and include all contents that were originally provided in the box.

The return label should only be the one generated by our return portal. If you decide to return the item yourself, please notify us on customers@immaculatevegan.com to prevent any delays on processing your return.

In what condition will you accept returns?

All items returned must be in their original condition – unused, unworn, unwashed, in the original packaging and with original labels and any hygiene stickers attached (notably underwear and swimwear). Tights are not eligible to be returned for hygiene reasons, unless faulty or not as described. All beauty products must be unopened, with all seals in place. Unfortunately, our suppliers will not be able to accept any items that fail to meet these criteria.

Refunding your return

We aim to refund you as soon as we can, once your returned item has been received, inspected, and approved by the supplier.

We are legally obliged to ensure your money is refunded within 14 working days of receipt of the returned goods in a saleable condition.

Please note, for international shipments, it can take up to 30 days for a brand to receive your return due to customs clearance procedures.

Original shipping costs are not refundable unless the delivered item is faulty.

Exchanges

Most of our brand partners allow exchanges, although some only offer a return and refund. If you wish to have an exchange, please submit an exchange request through our return portal.

Import Duties

If you have had to pay import duty on a purchase, then you may be able to reclaim that from your local tax office, if you return the goods. Immaculate Vegan is not responsible for any additional customs and taxes applied to an order.

Returns & Damages

Immaculate Vegan is not liable for any items damaged or lost during delivery. If this does occur, please let us know and we will contact the brand and then follow up with you. 

Cancellation policy and process 

You can cancel an order that you have paid for if it has not yet been dispatched. To do this, please notify us by using the Contact Us form on our website or email us at customers@immaculatevegan.com.

If you cancel an order that has been dispatched you are obliged to pay the cost of the return shipping. Note: we are unable to refund this or the original shipping fee.

We aim to process your refund within than 5 days of receipt of goods.

Any custom-made or made-to-order products cannot be cancelled.

Note

This policy applies to products purchased from the www.immaculatevegan.com website only.

Questions?

If you have any questions about returns or cancellations that we haven’t answered, please email us at customers@immaculatevegan.com.