What happens if I change my mind after I have bought the goods?
You have 14 days from the date of delivery to change your mind. We are happy to refund or exchange. If you are unhappy in any way with your purchase, please email us, and then return it to the Vanilla shop at the address below for a full refund. We strongly recommend you use a guaranteed postal service. We do not refund the cost of postage and packing.
Please note that return purchases must arrive in the same condition as when they were posted out to you. We will refund your payment when we receive the item and we will email to confirm that this has taken place.
Are my credit card and payment details 100% safe?
Yes. We take your privacy and security seriously so payment is through a secure portal for your peace of mind. We favour Sage Pay for our e-transactions, which is part of Sage Group plc.
How soon can I receive my goods?
We aim to despatch your purchases within 24 hours of your order being received, so that it should arrive with you within 3 days. Heavy items over 2kg will be sent by parcel post and may take 3 to 5 days to arrive. However if you need it immediately, express delivery costs £9.95. Orders placed before 2pm Monday to Friday will be despatched the same day, to arrive with you on the next working day.
What are your shipping charges?
All small items are posted by first class mail. Items up to £4.99 cost £1.99 package and posting. Items Over £4.99 cost £4.99 package and posting.
Heavy items over 2kg will be sent by parcel post and may take 3 to 5 days. Next day delivery postage is £9.95. For postal costs to destinations outside the UK, please email for details before you purchase.
I do not live in the UK so can I still buy items from you?
Yes, though please note that shipping costs will be higher than our normal inland UK charges. Please ask for costs before you purchase.
Can I purchase an item as a gift and have it sent to another address?
Yes. When your order is placed, you have an option to enter any specific gift details, including the recipient's address and/or a personalised gift message. This special message will be despatched with the gift addressed to the person of your choice. We will post the receipt of the purchase to you for your records.
Do you gift wrap?
Yes, we can attractively gift wrap your present and add a gift card with your personalised message for an additional charge of £2.50 per item purchased.
Can I purchase from Vanilla over the phone?
Yes. If you would like to speak to a member of staff at the Vanilla Home and Gift Store and make an order over the phone then we will be happy to help. Please call 01695 576157 and we can take your order in person.
We always try to protect your personal privacy. This policy statement is written to help you understand what we may do with information you give us.
The information you provide is treated in accordance with United Kingdom Data Protection Laws.
We take your privacy and security seriously so payment is through a secure portal for your peace of mind. We favour Sage Pay for our e-transactions, which is part of Sage Group plc. Your card details are not stored or viewed by anyone at vanillaonline.co.uk or the staff of Vanilla Home & Gift Store Ltd. Payment is completely secure and dealt with by our payment provider Sage Pay. Please visit their website if you require more information on how your card details will be processed.
How we use your details
If you wish to purchase an item from our online store you are required to register on our site. Registration will involve providing the following information:
- Your title, name and address
- A contact phone number and email address
This registration process speeds up orders and avoids you having to re-enter your details every time you purchase from vanillaonline.co.uk, you do not however need to register until you choose to order from us.
Your details will not be passed on to any third parties.
We may use your information to send confirmatory emails containing details of you order and they may also be passed on to couriers to enable delivery on our behalf.
You can check any information we are holding about you at any time by emailing firstname.lastname@example.org or phoning 01695 576157.
How we use email
From time to time we may email you with details of new products or special offers. If you do not wish to receive such emails please inform us. You will not be spammed by vanillaonline.co.uk
In order to process your order a confirmatory email will be sent or you may be contacted by telephone if there are any questions about your order.