We hope that you are delighted with your order, but if for some reason you are not we have set out below a summary of your rights in the event that you wish to return a product. Full details in relation to such rights can be found in our general Terms and Conditions for Product Sales which you can access by clicking here.
Please note that if you made your purchase through a partnered retail location, such as an airport or department store, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to us. Similarly, if you purchased products on the Vanilla Blanc London website or in a Vanilla Blanc store, you must return them in accordance with the procedure outlined here and not directly to a partnered retail location.
The Returns Process
In order to return your online order to us, please print and complete our Returns Note which can be found here. Alternatively, should you not have access to a printer, please include the original packing slip note, noting the items you are returning. Please enclose the Returns Note or original packing slip with your parcel and return to:
Vanilla Blanc Ltd
Unit 28 Trade City
Surrey KT13 0YF
Products ordered from 1st March 2020 with a valid receipt can be returned up to 60 days following their purchase date.
Products excluded from this are:
• Gift cards
• Booking Fees
• Personalised goods
• Workshops and Services
This does not affect your statutory rights.
Customers wishing to return fragrance items should have regard to any labelling and packaging guidelines produced by Royal Mail or any other courier that is used.
Step Two - Returning the product
When you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit. Please ensure that the returned parcel is properly sealed and contains the Returns Note or original packing slip.
Unless the goods are faulty, you will be required to arrange and pay for the cost of returning them to us.
Please allow minimum 14 working days from the date your order is returned to us for your refund to be processed.
The refund will be processed to the original payment method used to place the order.
Your cancellation rights
In accordance with the Consumer Contracts Regulations 2013, you may cancel your order and obtain a refund within 28 working days from delivery. Note that products ordered from 1st March 2020 with a valid receipt can be returned up to 60 days following their purchase date.
Once your order is confirmed, if you wish to cancel your order we advise you will need to contact us via one of the following:
- Email : email@example.com
- Live Chat : Click on the Whatsapp icon at the bottom of the page.
-Phone : 0333 772 0673
Please ensure you have your purchase order number ready when contacting us. Please note, that for orders placed using Standard Delivery, you will need to contact us with your cancellation request within 3 hours of having placed your order. For any orders placed on expedited shipping services, please contact us immediately to avoid disappointment as processing times will vary from Standard Delivery.
NOTE: As processing times can vary, we advise that we cannot guarantee your order will be cancelled when requested. If this is the case, please see information above on how to return your order to obtain a full refund.
If you require a refund we will refund the price paid by you for the goods (including the initial standard delivery charge, but not the additional cost of any premium delivery option that was chosen) within 14 days after the day on which we receive the products back from you or, if earlier, the day on which you provide us with evidence that you have sent the products back to us, or notify us of cancellation. Products ordered from 1st March 2020 with a valid receipt can be returned up to 60 days following their purchase date.
We will not provide a full refund if the goods show signs of unreasonable use. In such circumstances, we will notify you that a reduced refund amount will be available or you can choose to arrange for such goods to be returned to you within 28 days of our notification.
Your right to return goods does not apply to goods (i) made to your specification or (ii) which have been clearly personalised (eg by being engraved) or (iii) which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly or (iv) where sealed goods have been supplied which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.
In addition to the rights described above (and in accordance with your rights under the Consumer Rights Act 2015), if the goods you receive are damaged or faulty, or not what you originally ordered we will be happy to offer you a refund.
Please notify us as soon as possible by contacting us via Live Chat.
Please provide the order number and ensure that you keep the box, packing materials including packing note and all items received for inspection.
Can’t find the information you are looking for? Contact us.