If you’d like to return your ordered items, you can do so within 14 days* after delivery. Returns are processed within five business days. When your return is processed you will receive an e-mail confirming your refund.
Please note: we only take items in return that are unused, unworn, unwashed, undamaged and in original condition with attached label(s). In case of a return, please complete the return form and add it to the package.
Packages with enclosed returnlabel please follow these return instructions:
- Add the completed return form to the package.
- Cover your own address details with the enclosed return label. Make sure the package is closed well.
- Bring the package to your local Post Office. You can find your specific carrier on the enclosed return label.
- Please ask for proof of postage and keep this safe in case we need to see this later.
- The return costs will be deducted from the amount to be reimbursed afterward.
- The return costs are the same amount as the paid shipping costs. However, if you return the complete order, we will also refund the initial shipping costs you made (because EU legislation says so).
For packages without enclosed returnlabel, please follow these return instructions:
- Please contact our Customer Care-team, e-mail to cs@vanilia.com or call +31 (0) 75 640 25 00 from Monday, Wednesday, Friday and Saturday.
- We will send you the return label by e-mail to return your items and another form that is necessary for customs.
- There are two ways to return items.
1. DHL Service Point:
- Add the completed return form to the package.
- Cover your own address details with the enclosed return label. Make sure the package is closed well.
- Leave your package at a DHL Service Point. Visit locator.dhl.com/ServicePointLocator/ for the nearest DHL Service Point.
- The return costs will be deducted from the amount to be reimbursed afterward.
- The return costs are the same amount as the paid shipping costs. However, if you return the complete order, we will also refund the initial shipping costs you made (because EU legislation says so).
2. DHL Schedule a Pickup:
- Add the completed return form to the package.
- Cover your own address details with the enclosed return label. Make sure the package is closed well.
- Schedule your pick-up appointment at mydhl.express.dhl/nl/en/home.html#/schedulePickupTab
- The return costs will be deducted from the amount to be reimbursed afterward.
- The return costs are the same amount as the paid shipping costs. However, if you return the complete order, we will also refund the initial shipping costs you made (because EU legislation says so).
If you want to return your package in the Netherlands, you can do this in the following ways:
1. For free at one of our Vanilia boutiques (not including Bijenkorf locations).
2. At a PostNL service point:
- Add the completed return form to the box.
- Cover your address details with the enclosed PostNL return sticker.
- Drop off your parcel at a PostNL location. Click here to see the nearest PostNL location. Make sure to check the opening hours of your PostNL location.
- You will immediately receive a shipping confirmation with a Track & Trace code.
- The shipping costs are €5.95, which will be deducted from the refund amount.
3. Give your parcel to a PostNL courier:
- Add the completed return form to the box.
- Cover your address details with the enclosed PostNL return sticker.
- Give your parcel to a PostNL courier during your next delivery.
- You will immediately receive a shipping confirmation with a Track & Trace code. Note: the courier will accept a maximum of five parcels per delivery.
- The shipping costs are €5.95, which will be deducted from the refund amount.
Sale items can also be returned, provided they are in the same condition, with the labels and price tags still attached.
Vanilia reserves the right to refuse returns that are sent outside the stipulated period and items that are not returned in the same condition as they were sent. Multiple items and items from different orders can be returned in the same box. Note: all return forms must be included in the box. Without these forms, the return cannot be processed correctly.
As soon as we receive your return, we will send you a confirmation e-mail. The refunded amount will be credited back within 10 business days using the original payment method. Member vouchers and store credits will be reactivated and linked to the associated e-mail address. Please keep in mind that the process for refunding credit card payments differs per credit card company. As a result, it may take longer to process and refund your return compared with other payment methods.
* Due to the holidays, we have temporarily extended our return period to 30 days, valid for purchases made from December 5th.
