Q&A

The items in your shopping bag cannot be reserved. We therefore urge you to finalize your order as soon as possible, before your favourite items sell out. Your order is only complete after payment. We do our best to combine orders in the same package, so feel free to place multiple orders.

The delivery period is 5 to 10 days. We will send you an e mail to confirm that we received your order. We do our best to combine orders in the same package, so feel free to place multiple orders. As soon as the package is ready to be shipped, you will receive a Track & Trace code and an update from PostNL. We will do our best to deliver your package as soon as possible.

In some cases, your order may be split into separate shipments. Keep an eye on your inbox for a Track & Trace number and an update from PostNL about your package. We will do our best to deliver your package as soon as possible.

Yes, you can return online sample sale purchases within 14 days via PostNL (€5.95).

Unfortunately, in-store returns are not possible.

If you received your order in separate shipments, you can return all of it in the same package. Please be sure to include all return forms in the box.

There are two ways to return items:

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. Go to www.postnl.nl/locatiewijzer to find your nearest PostNL location.

· You will immediately receive a shipping confirmation and a Track & Trace code.

· The shipping costs are €5.95, which will be deducted from the refund amount.

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 and 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.

Unfortunately, in-store returns are not possible for items bought during the online sample sale.

Unfortunately, it is not possible to exchange items bought during the online sample sale.

Our staff thoroughly inspect each item for quality. Should you receive an item that is damaged, we would be happy to return or exchange it for you. Contact our customer service department using the contact form.

As soon as we process your return, we will send you a credit invoice by e-mail and refund the purchase amount to your bank account. Member vouchers and store credits will be reactivated and linked to the associated e-mail address.

If you have other questions, our customer service department would be happy to answer them for you. Contact us by phone on +31(0)756467500 or send an email to cs@vanilia.com