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 email@example.com or telephone Mandy on 07702 877081.
I’m confused by the shipping costs, how are they calculated?
The vast majority of our goods are charged at a standard small to medium item charge of £4.95, this covers Royal Mail standard 2nd class delivery including postage and packing. Delivery is normally on a 2 – 5 day lead time. For larger items, this cost goes up to £11.95 as many of these items will need to be double boxed and void filled for safe carriage of heavier or more fragile products.
What if I’ve bought more than one item, do I get charged twice for delivery
No, our standard shipping costs cover you up to 2 items, within the standard tariff.
What if I’ve bought three or more items, do I get charged more than once for delivery?
If you are ordering 3+ items, all of which are standard small or medium items, you will be charged the same as one large item, ie £11.95. This covers you for up to 5 standard items at a flat £11.95 tariff. If you are ordering 6+ items, all of which are standard size, you will be charged the same as two large items, ie £11.95 x 2 = £23.90. This covers you for up to 9 small or standard items at a this tariff.
For larger orders, please get in touch, as we can usually quote your shipping costs to help save money. Please phone 07702 877 081 or email firstname.lastname@example.org
What about large items like furniture?
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 us know by email so that we can accommodate your request. 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.
I have not received my order yet?
Standard orders should take 2 – 5 days delivery. Shipping is reliant on Royal Mail and can take up to 10 days depending where we are shipping to.
Is Vanil a “safe” online store?
Our online payment is provided by First Data Merchant Services. As such, all of your details and payment information are protected to the highest industry standards.
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.
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?
On some items, 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 email@example.com and we’ll do everything we can to make you happy.