We package each item as though it is a gift because whether you are treating a loved one or yourself, we want it to feel special.

We are continuing to deliver as normal and aim to have all UK standard deliveries to customers within 5-7 working days. Although we will do our very best to make sure your delivery arrives on time, some couriers are experiencing short delays beyond our control. We are monitoring this carefully and will keep this page up to date, should anything change.

FREE for orders to UK over £50
FREE for Internationational orders over £75 or equivalent amount in EUR/USD

Orders will be delivered Monday–Saturday (excluding bank or public holidays)

International delivery

We deliver worldwide. We aim to deliver within 3-5 working days in the United Kingdom and within 5-7 working days to Europe. All other countries (Australia, Canada, China, Hong Kong, India, Israel, Japan and the United States) can take up to 14 working days. Please let us know if your delivery country is not on our list: info@vanillawind.com. 

When choosing delivery without tracking, it will not be possible to see the status of your parcel during transportation. During holiday season, delays may occur and we always allow up to 30 business days before declaring the parcel lost and issue a refund or resend the ordered items. Vanilla Wind Limited is not responsible for lost or damaged packages, but please contact us if you have any problems with your delivery.

Customs and import taxes

Buyers are responsible for any customs and import taxes that may apply. Vanilla Wind Ltd is not responsible for delays due to customs.

Conditions of return

Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. Please contact me if you have any problems with your order: info@vanillawind.com

Delivery and Shipping in the UK

Delivery with Royal Mail:

Depending on the size of your order, we will send your order as a Large Letter or as a Parcel. Delivery costs are according to the size and weight of your order. If your package wasn't delivered (because of the incorrect address) and returned to us, we can resend it again but you'll be responsible for additional postage costs.

When choosing delivery without tracking, it will not be possible to see the status of your parcel during transportation. During holiday season, delays may occur and we always allow up to 30 business days before declaring the parcel lost and issue a refund or resend the ordered items. Please contact us if you have any problems with your delivery.

Returns & Exchanges

Please contact me if you have any problems with your order: info@vanillawind.com. We offer a 14-day return from the day you receive your goods. Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value. Once we have accepted your return, you can either choose to exchange the item or get your money reimbursed to your account. Unfortunately, we cannot offer free shipping for an exchange of goods. Buyers are responsible for the additional postage costs. We don't refund orders lost in return.

Claims

Please check your items as soon as you receive them. If you have received a faulty item, you must claim within 14 days of receiving the item. It is your responsibility to ensure that you thoroughly check the items delivered for damage. In the unlikely event that your item has been damaged on its way to you, you must write to our customer care team straight away, and we will advise you what to do next. In the event of an accepted claim, we will seek to repair the item free of charge. If a repair is not possible, a replacement can be offered and only if a suitable replacement is not available a refund would be given.

Delivery of Made-To-Order Products

Each made-to-order just for you will take about 8-10 weeks. Once made and ready for delivery, you can usually expect to receive your order within 12 weeks of placing your order. During busy times of the year, this may increase slightly, but we will let you know when the order is placed if this is the case and keep you informed throughout the process. The cost of this service will depend on the area that you live in and is calculated by your postcode during the checkout process. For areas outside our usual delivery zones, we will obtain a shipping price just for you. Any “in stock” items that you have chosen at the same time, will be sent from our studio with our usual speedy delivery methods. Standard delivery charges for these items will apply.

Cancelling Orders and Returning Made-To-Order or Custom Products

You cannot cancel or return any made-to-order or custom item.