DELIVERY AND RETURNS

DELIVERY AND RETURNS

 

Please note that all final dates for delivery have been taken from third party delivery services.

UK DELIVERY OPTIONS

We currently offer the following delivery options:

STANDARD DELIVERY (uk mainland only) (£3.95)(3-7 days)

EXPRESS DELIVERY -Next Day Delivery (uk mainland only) (£5.95)(1 day)

FREE STANDARD DELIVERY ON EVERYTHING ORDER  – Standard delivery (7-14 days)

We aim to deliver all mainland UK saver deliveries within 7 working days. However, sometimes during sale periods, Christmas or bank holidays, deliveries may take longer. If you have not received your delivery within 7 working days, please contact our Customer Services.

Deliveries to Northern Ireland, the Highlands, Islands and AB postcodes will take longer to arrive. During busy periods, please allow up to ten working days. If you have not received your delivery within 7 working days, please contact our Customer Services department.

 The above applies to orders placed before 3pm (GMT) Monday-Thursday.

 

UK MAINLAND EXPRESS DELIVERY

We aim to deliver all mainland UK express deliveries within in 1 working day. However, during public holidays this is not always possible. (See below date exemptions) If you have not received your delivery within 2 working days, please contact our Customer Services department.

Unfortunately at this time we are unable to provide this service for customers requiring deliveries to Northern Ireland, the Highlands, Islands and AB postcodes.

The above applies to orders placed before 4pm (GMT) Monday- Thursday.

When will I receive my order?

WHEN WAS YOUR ORDER PLACED?

UK MAINLAND DELIVERED NO LATER THAN

Between 4pm Thurs and 3pm Mon

Tuesday

Before 4pm Tues

Wednesday

Before 4pm Wed

Thurs

Before 4pm Thurs

Fri

 

 

UK MAINLAND EXPRESS SATURDAY DELIVERY

We aim to deliver all mainland UK express Saturday deliveries on the given Saturday. However, during public holidays this is not always possible. (See below date exemptions) If you have not received your delivery please contact our Customer Services department. Please note unfortunately we will not be able to respond to your query untill the next working day.

Unfortunately at this time we are unable to provide this service for customers requiring deliveries to Northern Ireland, the Highlands, Islands and AB postcodes.

The above applies to orders placed before 4pm (GMT) Friday.

When will I receive my order?

WHEN WAS YOUR ORDER PLACED?

UK MAINLAND DELIVERED NO LATER THAN

Before 4pm Friday

Saturday

 

UK DELIVERY PRICE SUMMARY 

DELIVERY METHOD

COST (GBP)

 

 

UK MAINLAND EXPRESS DELIVERY-

Next working day (see T&C’s below)

£5.95

UK MAINLAND STANDARD DELIVERY

(See T&C’s below)

£3.95

 

INTERNATIONAL DELIVERY OPTIONS

We currently offer the following delivery options

EUROPEAN DELIVERY- 12.95 (Weight restrictions apply)

Up to 14 working days

 

REST OF THE WORLD DELIVERY – 15.95 (Weight restrictions apply)

Up to 28 workings days

 

EUROPEAN DELIVERY

We aim to deliver all Europe deliveries within 10-14 working days. However, sometimes during sale periods busy periods and public holiday’s deliveries may take longer. If you have not received your delivery within 18 working days, please contact our Customer Services department.

The above applies to orders placed before 4pm (GMT) Monday - Thursday.

 

Please note, all orders are shipped from the UK. Customers will be responsible for paying any applicable import duties and taxes. Charges may vary based on the contents of the order. Customers are advised to contact their local customs office for further information on current import regulations.    

REST OF THE WORLD DELIVERY

We aim to deliver rest of the world deliveries within 14 - 21 working days. However, sometimes during sale periods busy periods and public holidays deliveries may take longer. If you have not received your delivery within 21 working days, please contact our Customer Services department.

The above applies to orders placed before 4pm (GMT) Monday - Thursday.

Please note, all orders are shipped from the UK. Customers will be responsible for paying any applicable import duties and taxes. Charges may vary based on the contents of the order. Customers are advised to contact their local customs office for further information on current import regulations. 

 PUBLIC HOLIDAYS

Please not the below public holidays that will affect the time taken to deliver your order. Please allow 2 additional working days, unless otherwise specified.

25th December  - Christmas Day

26th December  - Boxing Day

1st January  - New Year's Day

 

***Orders made from 1st December can be returned up until 31st January***

 

COMMONLY ASKED QUESTIONS ABOUT DELIVERIES

I haven’t received my order what should I do?

Check our delivery information for estimated delivery day. If the time has exceeded the estimated delivery, please firstly check with your local post office to see if they are holding your parcel. If the post office doesn’t have you parcel please contact our customer service team who will be happy to help.

What happens if I’m not at home when you attempt to deliver?

You should have been left a calling card by the courier. Follow the instructions on this card to arrange redelivery or collection from your local sorting office. If you have any queries that the courier is unable to answer please contact our customer service team.

What do I do if I want to change the delivery address?

Unfortunately we are unable to change your delivery address once an order has been dispatched.

What happens if my parcel arrives damaged or with items missing?

If your item requires a signature ensure that you ask the courier to make a note that the parcel is damaged or has items missing. Please contact our customer service team as soon as possible.

How long will it take to receive my order?

Please refer to the Delivery and Return page of this website.

How much will my delivery cost?

Please refer to the delivery cost table in the Delivery and Returns section of this website.

Do you deliver internationally?

Yes. Please refer to the Delivery and Returns page on this website for further details.

Will I need to pay customs and import charges?

Customs or import duties are charged once the parcel reaches the destination country. It is the customer’s responsibility to pay custom and import charges. vanillalondon2009.com has no control over these charges. Customs policies and import duties vary widely from country to country so we cannot give an exact figure of the fee you will incur. We advise you contact your local customs office for current charges before you order.

 

RETURNS PROCEDURE

If in the event you are not totally satisfied with you order we will be happy to offer you a refund of the value paid on any item(s), that is returned to us in a resalable condition within 7 days of receipt of your order. Please note we do not refund the cost of the posting or shipping charge for your initial order. In the rare event that your item has arrived faulty please contact our customer service team sales@vanillalondon2009.com who will assist you with your order. We will endeavour to refund your item within 14 days of the date in which you post the item back to us.

 

Exchange Procedure

We are able to offer an exchange if any item purchased is the wrong size or colour. Please contact our customer sevice team sales@vanillalondon2009.com  with your order number and the the ref tiems you wish to exchange it for. Once the original items are received, the replacement items will be dispatched.

What to do next

Please re-package your returned item(s) securely and write the returns address on the package. Please include your original invoice as proof of purchase. We would ask that you complete the reason for return details below and include this document with your returned item(s). This will enable us to continue to maintain and improve the service and quality provided by vanillalondon2009.com. Please remember to detach the proof of postage slip below.   Please take you completed returns package to your nearest post office. Ask the post office to stamp below as proof of postage. Please keep this safe as in the event we do not receive the parcel you will need you to provide us with this information.

FREQUENTLY ASKED QUESTIONS ABOUT RETURNS

My item doesn’t fit can I exchange it for another size?

We are able to offer an exchange if any item purchased is the wrong size or colour. Please contact our customer sevice team sales@vanillalondon2009.com  with your order number and the the ref tiems you wish to exchange it for. Once the original items are received, the replacement items will be dispatched.

I have changed my mind can I return the item?

Yes! You can return any unworn items that are in a re-saleable condition, within 7 days of receiving the item. (See Return T&C)

If I buy two sizes to try on can I send one back?

Yes! You can return any unworn items that are in a re-saleable condition, within 7 days of receiving the item. (See Return T&C)

Any Vanillalondon or other vanillalondon in house brands purchased in any other stores, outlets, or shows cannot be returned, exhanged or refunded to vanillalondon2009.com

Please Return Item/s To:

34 Dollis Road
London
N3 1RG
Phone: +44(0)20 8346 8815

customer service: info@vanillalondon2009.com