HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order they are received and we try to respond as promptly as possible. We usually reply within 24 hours.
HOW LONG DOES PROCESSING TAKE?
Orders are processed within 1 to 3 business days after the day you place them. Most orders are packed within 24 hours, but during a new drop or a sale period processing can take a little longer.
HOW LONG WILL MY ORDER TAKE TO ARRIVE?
Once dispatched, UK orders usually arrive within 2 to 5 business days. Europe takes 5 to 10 business days and the rest of the world takes 7 to 14 business days.
DO YOU OFFER FREE SHIPPING?
Yes. UK shipping is free on all orders over £60. Any shipping cost below that threshold is calculated and shown at checkout before you pay.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is placed we pack and ship quickly, so it is not always possible to process an address change. If you spot an error, email us as soon as possible with your name and order number and we will do everything we can to correct it before the parcel leaves us.
HOW CAN I TRACK MY ORDER?
You will receive an email with a tracking number as soon as your order is dispatched. Please allow up to 24 hours for the tracking link to become active.
WHY IS MY TRACKING NUMBER NOT UPDATING?
Tracking can take up to 24 hours to activate after dispatch, and international tracking sometimes stops updating once a parcel leaves the UK and enters another postal system. If your tracking has not moved for several days, contact us and we will chase it with the carrier.
MY TRACKING SAYS DELIVERED BUT I HAVE NOT RECEIVED MY ORDER. WHAT NOW?
Please check with your neighbours and any safe place used by the courier first. If the parcel still cannot be found, contact us with your order number and we will open an investigation with the carrier.
WILL MY ORDER ARRIVE IN ONE PACKAGE?
Depending on the size of your order you may receive more than one parcel, and these can arrive a day or two apart.
WHAT IF AN ITEM IS OUT OF STOCK?
If an item you ordered is unavailable we will email you to let you know when we expect it back. If we cannot restock it within a reasonable time, we will refund that item automatically.
WHAT DO I DO IF SOMETHING IS MISSING OR DAMAGED?
Contact us immediately so we can resolve it. Please have your order number ready and send photographs of any damage. Our 30-day return window runs from the delivery of your order, so please get in touch within that time.
HOW DO I RETURN OR EXCHANGE AN ITEM?
Email us at info@wearevillain.co.uk within 30 days of receiving your order. Items must be unworn and unwashed, with tags attached and in the original packaging. The fastest way to exchange a size is to return the item you have and place a new order.
HOW DO YOUR SIZES FIT?
Our pieces are designed with an oversized, relaxed streetwear fit. If you prefer a closer fit, we recommend taking your usual size, and if you want the fuller silhouette shown on our models, consider sizing up.
HOW SHOULD I CARE FOR MY VILLAIN PIECES?
Wash cold, inside out, with similar colours and hang to dry wherever possible. Avoid ironing directly over any printed VILLAIN branding. Treated this way, the heavyweight cotton holds its shape and colour far longer.
DO YOU SHIP INTERNATIONALLY?
Yes, we ship worldwide. Please note that any customs charges, duties or import taxes are the responsibility of the customer and are applied once the parcel reaches its destination country.
STILL NEED HELP?
Email us at info@wearevillain.co.uk and a member of the VILLAIN team will get back to you.
