FAQ’s

How long will it take to ship my order?

I hope you will be able to appreciate that it’s just me at the moment leading Vanil forward with a small team supporting. Therefore we will attend to all orders on Mondays and ensure they are packaged safely and delivered by Royal Mail, as such, parcels will be free of charge for the moment.

If you have a special date by which an order is required, please let me know by email mandy@vanil.co.uk so that I can do my best to accommodate your request. We hope you will be pleased with your order but if you do wish to exchange, could you please arrange delivery to Vanil within 14 days.

Your patience is much appreciated whilst we get the systems up and running efficiently. Mandy x

Standard UK delivery is free. Sent by Royal Mail 2nd Class. We therefore expect UK orders to arrive within approximately 1 week of you placing your order.

Special delivery.
For large or breakable items postage will be quoted for on an individual basis. Including Furniture, Lamps, Rugs. Please call us to arrange your Parcelforce or local courier service once you have completed your order.

How much does shipping cost?

Standard UK delivery is free.
Sent by Royal Mail 2nd Class. 

Special delivery.
For large or breakable items postage will be quoted for on an individual basis. Including Furniture, Lamps, Rugs. Please call us to arrange your Parcelforce or local courier service once you have completed your order.

Does my delivery have a tracking number?

Special Delivery items, sent with Parcelforce are fully tracked and we will provide you with your tracking number once the courier service has been arranged.

 

What credit / debit cards are accepted?

We accept payment by all major credit and debit cards. Our online payment is managed by RMS Retail Merchant Services.

What is your returns policy?

If you are unhappy with your item for any reason, you can return it to us by post.

If for whatever reason you’re unhappy with your purchase and you require a refund or replacement item you must contact us to let us know within 7 days of receiving the goods.

Please email us at mandy@vanil.co.uk stating your Order Number, email address used to pay for the item and issue with the item.

If you are not satisfied with your purchase, you must return your order to us for a refund. Items returned must be in resalable condition in all original packaging. In order to save you time and ensure your refunds/exchanges are processed quickly and efficiently, please follow the returns procedure below.
Faulty items
Please carefully check your items once they have arrived. Should you receive a faulty/damaged item please email us mandy@vanil.co.uk stating your Order Number and the nature of the fault.

Returns Procedure
Include a Returns Note
Please write a note detailing which item(s) you are returning, quantity, and reason for return. You must include all the paperwork that was delivered with the item. Place in parcel with items being returned.
Package your item securely and send to;
Vanil
17 Church Street
Woodbridge
Suffolk
IP12 1DS
Please have some proof of postage
We recommend you send your return using a secure or trackable method – i.e. Recorded/Special Delivery – and that you retain your proof of postage. Until we receive your return to our shop, the items and their condition are your responsibility.
What happens next?
You will receive an Email confirmation
We will send you an email to confirm your return has been received and refund processed. Please note returns can take up to 28 days to be processed.

Your refund will be credited back via the same card used to pay for the item.

Why haven’t I received my order yet?

I hope you will be able to appreciate that it’s just me at the moment leading Vanil forward with a small team supporting. Therefore, we will attend to all orders on Mondays and ensure they are packaged safely and delivered by Royal Mail. Standard orders can take up to 4 business days to be processed. Shipping is reliant on Royal Mail and can take up to 3 weeks.

Furniture and large item delivery can be arranged and quote provided.  If you have a special date by which an order is required, please let me know by email so that I can accommodate your request. Your patience is much appreciated whilst we get the systems up and running efficiently.

If an incorrect address was provided, your order could have had an attempted delivery and been returned to our distribution centre. If this is the case, we will contact you as soon as it is received and processed.

Is Vanil a "safe" online store?

You’re totally safe to shop here – all your details and payment information are protected to the highest industry standards. Our online payment is managed by RMS Retail Merchant Services.

I did not receive my order confirmation email, what should I do?

Please check your Spam or Junk mail filters and make sure you add our email address to your approved address book.

If you still do not have an email, please submit an email to mandy@vanil.co.uk or telephone Mandy on 07702 877081.

 

What if I entered the wrong address, or my package is undeliverable?

If you give us the wrong address and/or your package is deemed undeliverable by the postal service it will be returned to us in Woodbridge.

When it arrives here you’ll be contacted by a member of staff  and asked to give us a new address. We will not try to ship it to the same address.

 

How accurate are the colours in the product photography?

Please note that every effort is made to photograph items accurately and describe the products in accurate detail. However, due to the nature of photographing in-store, under artificial light, colours may be affected. If you have any questions prior to purchase please call or email us at Vanil.

 

What happens when an item has sold out?

We hold a very limited stock in our shop in Woodbridge. However, when an item has sold out we will endeavour to reorder for you. Please contact us directly mandy@vanil.co.uk and we’ll do everything we can to make you happy.