Terms and Conditions 

Please read these Terms and Conditions carefully before using the Violet & Wren online store.

Violet & Wren is the trading name of Violet & Wren Ltd. Registered in England at Companies House No. 09309555. Our registered office is Violet & Wren, 103-105 Leigh Road, Leigh-on-Sea, Essex, SS9 1JL, United Kingdom. Vat registration number 211 0355 73.

By placing an order with the Violet & Wren online store you acknowledge to have read and agreed to these Terms and Conditions. If you are unhappy with any aspect of these, then you should contact us at helen@violetandwren.co.uk before placing your order with us.

We have the right to revise and amend these Terms and Conditions from time to time, so we advise you to check back often. Your statutory rights shall remain unaffected by these Terms & Conditions.

Terms and Conditions of Sale

We must receive payment for the total price of the goods that you order before your order can be accepted. The contract between you and Violet & Wren Ltd for the sale of any product commences at the point you receive a confirmatory email from Violet & Wren Ltd that your order has been successfully processed. You may cancel your order at any time up until the dispatch confirmation.  Violet & Wren reserve the right to cancel or amend an order at any time, and will contact you if this need should occur. 

Prices and VAT

All prices on the Violet & Wren online store are given in British Pounds Sterling (£) and are indicated including UK VAT. Shipping charges will be added to the cost at the checkout.

Payment and Security

The Violet and Wren online store is integrated with the Stripe payments system, a quick and secure way to accept credit card and debit card payments online. Stripe exceeds the most stringent industry standards for security and is certified as a PCI Level 1 Service Provider. Learn more at www.stripe.com.

We accept the following credit and debit cards:

  • Visa

  • MasterCard

  • American Express

We also accept payments via direct bank transfer or PayPal invoice. Please contact us directly should you wish to pay by this method at louise@violetandwren.co.uk Please do not email any bank details to us as we cannot guarantee the security. 


All items are subject to availability.  If your order is not in stock, Violet & Wren Ltd will contact you as soon as possible to discuss alternative solutions. If we cannot fulfil your order for any reason, you will be advised by phone or email.

Pre-orders and Bespoke Services 

Pre-orders and bespoke orders are subject to a longer delivery period.  An approximate delivery date will be indicated on the 

product information.  Once we have received your order, we will email you to confirm when we expect the goods to be dispatched.  Once the goods are in-house, we will email you to confirm shipping details.  

Pre-orders and bespoke orders can be cancelled at any time up to the point of shipping confirmation.


For orders within the UK delivery charges are as follows:

Standard 3-5 working days - £6.00 

Express- next day delivery - £10.00

Next day delivery available for most of the UK if ordered before 3pm.

Monday - Thursday. Saturday deliveries are available on request– Please contact us for a quote.  

Order cut-off times are provided as a guide only and there may be possible delays caused by payment authorisation which is beyond our control. 

Estimated delivery times are to be used as a guide only and begin from the time and date of dispatch.

Unfortunately we cannot redirect orders once items have shipped.

All orders will require a signature upon receipt.

If you provide us with an email address we will e-mail you with delivery notification and a tracking number.

We aim to dispatch all stock orders within the above times, subject to credit clearance and address verification. For any special requirements, please email us at louise@violetandwren.co.uk

International Delivery

For International shipping please contact us directly for a quote on a case by case basis. 

Customs and Duties

Please note that all shipments outside the UK may be subject to import duties and taxes, which we have no control over and are levied once a shipment reaches your country.  As the customer and importer of the goods, you will be responsible for these charges. Import duties or tax costs will be invoiced to you directly from the appointed forwarder. We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion. Violet & Wren is not responsible for any delays on goods that have been held back as a result of procedures carried out by your local customs authorities. Please see the shipping guide for current delivery costs and delivery dates.

Refunds, Exchanges and Returns

We hope you will love your Violet & Wren order, but if you are unhappy with our products for any reason we will happily refund or exchange the garment within 14 days of receipt, provided that the product is still in perfect condition, unworn and with all tags attached. This does not apply to sale items. 

Please follow the guidelines when returning goods:

  • Ensure the returns form enclosed with your order is completed in full and is placed in the package along with the item(s) you wish to return. All goods must be returned in their original condition, unworn and with all tags attached in their original packaging.

  • Please take care with unpacking and repacking. Please also ensure that briefs are tried on over your own lingerie – we will not accept returns on lingerie that has been worn or washed.

  • We recommend that you send by registered post and retain proof of postage. We cannot be held responsible for goods lost in transit.

  • Goods must be returned to: Violet & Wren Ltd Returns, Calypso, Pyrford Heath, Woking, Surrey GU22 8SR, United Kingdom.

Failure to adhere to these guidelines may result in delays processing the return, deductions being made to the value of refunds or exchanges/refunds being refused.  

Please note, we do not refund shipping costs/duties and taxes incurred. Nor do we cover the charge for returns/exchanges to be sent back to us, with the exception of goods that are faulty.

Refunds and exchanges are made approximately one week after receipt of goods to allow for inspection. We will email you to confirm receipt of your return.  If your chosen garment is not in stock we will contact you to offer an alternative.

Customers who have paid by credit card will have their account credited. While we process this immediately this can take up to a month to be reflected on your statement depending on the credit card provider.


Subject to stock availability, we will exchange eligible items that are returned to us within 14 days. The new item will be shipped to you after the returned item has been received by us and checked. In cases where we are unable to provide an exchange, we will offer a refund.


If you wish to receive a refund for returned items, eligible items need to be returned and reach us within 14 days . Please note that refunds can only be made to the card originally used to pay for the order, and may take up to 30 days to appear in your account. This is outside of our control. Shipping fees cannot be refunded. 

Faulty Goods 

Please note, returns of faulty items will only be accepted if the goods were faulty when delivered. At Violet & Wren we take every effort to check your purchase thoroughly for any faults before dispatching. If you believe your goods are faulty in any way please contact us as soon as possible at helen@violetandwren.co.uk.  We cannot take accountability for any faulty goods returned to us without prior notification.

All items returned as faulty will be inspected on receipt and any items deemed to be subject to fair wear and tear will not be accepted as faulty. Similarly, we cannot accept responsibility for garments that have been damaged during washing if our wash instructions have not been followed. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting us about the fault.

If we cannot offer you a replacement, you will receive a refund to your card to the value of the item at the time of purchase and any shipping costs incurred at the time of sale. Please note that refunds can take up to 30 days to process and are subject to regulations.

Sale Items

Please note that all sales of sale items (those displaying a reduced price) are final. No exchange, credit note or refund will be offered against sale purchases and the conditions set out above will not apply.

Product Information

Violet & Wren Ltd has taken great care to ensure that colours and products are displayed as close to the true product as possible. However variations of screen colour may occur and we cannot 100% guarantee the colour on your monitor is a true reflection of our product on delivery.

All of our product should be hand-washed, or dry cleaned as per the garment care instructions. We do not accept any responsibility to wear and tear and damage to the product caused by machine washing.

Descriptions and prices are correct at the time they go live on the website. However prices are subject to change without notice.


This website is controlled and operated by Violet & Wren Ltd in the UK. These terms and conditions and all matters connected with any order you place in our website are governed by English law.

Copyright Statement

This website is owned and operated by Violet & Wren Ltd, United Kingdom. All content including pictures, designs, logos, photographs, written and other materials on our website are copyrighted to Violet & Wren and authors, designers, photographers etc. All worldwide rights are reserved. This site and its contents may only be used for personal non-commercial use. Any reproduction in whole or in part of our website is strictly prohibited without the prior written permission of Violet & Wren Ltd.


We may change or modify these terms and conditions at any time, and your continued use of this site following such change shall signify your agreement to be bound by the modified terms of conditions. Please read the terms and conditions and check back often.