Answers to the questions we are asked most often. For anything not covered here, please contact us or email help@vestellum.com.

Delivery

How long will my order take to arrive?

Orders are processed within 2 to 4 working days of payment being authorised. Once dispatched, delivery usually takes 7 to 12 working days. Working days exclude Saturdays, Sundays and public holidays, and delivery times are estimates that may occasionally be affected by customs checks or carrier delays. Full details are in our Delivery Policy.

How much does delivery cost?

Standard UK delivery is free on every order. Where a faster delivery option is offered, its price is shown clearly at checkout before you pay.

Do you deliver outside the United Kingdom?

At present we deliver to addresses in the United Kingdom only. Orders are dispatched directly from our supplier's facility in China, so in some cases customs duties, import VAT or carrier handling fees not collected at checkout may apply.

Will my order arrive in one parcel?

Not always. Items from the same order may be fulfilled separately, arriving on different dates with separate tracking numbers.

How can I track my order?

Where tracking is available, your tracking details are sent to the email address used for your order. Please allow a few working days for tracking to update after dispatch. If you need help, email help@vestellum.com with your full name and order number.

Returns and refunds

What is your returns policy?

We offer a 30-day money-back guarantee. You may request a refund within 30 days of your order arriving if an item arrives damaged, is not the item you ordered, does not arrive within the stated delivery period, or simply is not right for you. Email help@vestellum.com with your name, order number, the email used at checkout, a short description and a clear photograph of the item (a photograph is not needed for non-delivery).

Please do not post anything back: we do not accept physical returns. If your refund is approved, you may keep or responsibly dispose of the item. Approved refunds are made to your original payment method within 10 working days. Your statutory rights as a UK consumer are unaffected. See our Return and Refund Policy for full details.

Can I exchange an item for a different size?

As we do not accept physical returns, we are unable to arrange direct exchanges. If an item is not right, contact us within 30 days of arrival to request a refund under our policy, and you are welcome to place a new order for the size you need.

Sizing and care

How do I find my size?

Our Size Guide lists chest, waist, hip, inside leg and shoe measurements, with notes on how to measure. If you are between sizes, we recommend sizing up.

How should I care for my garments?

Always follow the care label inside each piece. As a general rule, wash knitwear and linen gently at a low temperature, avoid the tumble dryer, and dry knitwear flat to keep its shape. Store jumpers folded rather than hung, and use a cool iron or steamer on linen and cotton.

Payment and contact

Which payment methods do you accept?

All prices are in pounds sterling (GBP). The payment methods available to you are displayed securely at checkout. Charges appear on your statement as VESTELLUM.

How can I contact you?

Visit our Contact page or email help@vestellum.com. Including your order number helps us assist you more quickly.