Returns Policy

We hope that you love your purchase from Vanilla Shadows, but if you don't, please see below:

You can return most items for an exchange or credit note within 14 days of delivery. Return shipping costs apply, and the item must be in its original condition and packaging to be accepted. Returns are required to be sent to our UK warehouse.  To complete your return, please email us at sales.vanillshadows@gmail.com.

Items ineligible for refund/return:

- Sale Items

- Christmas Collection items

- Items returned more than 14 days after delivery

- Any item that has been used or is not in its original condition, is damaged or missing parts for reasons not due to our error

 

Exchanges & Credit Notes (if applicable) 

You can request to exchange an item within your return email. Exchanges are only approved for another item of the same value. If the value is less than or exceeds the current item, a credit note will be issued for the full amount. 

Credit notes are provided for returns in other instances.

Once your return is received and inspected, we will send you an email within 5 business days to notify you that we have received your returned item. We will also notify you of the approval or rejection of your exchange or credit note.

If you are approved for an exchange, your exchange will be processed and dispatched within 2-5 business days. Exchanges are only approved for another item of the same value. If the value is less than or exceeds the current item, a credit note will be issued for the full amount.

If you are approved for a credit note, you will receive an email within 48 hours including details for how to use it on our website. Credit notes are valid for 90 days from date of issue.

 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email within 5 business days to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

We offer free replacements for any incorrect items received or items that are defective or damaged. To be eligible for a free replacement, you must notify us of the incorrect, defective or damaged item within 2 days of delivery. We require photo evidence that you received the incorrect item or that it is defective.

If you are approved, then your refund will be processed, and a credit will be applied to the original method of payment, this can take up to 3 business days to show back into the account.

 

Damages or Defects

Our products undergo quality control checks and are thoroughly packaged before dispatch. Unfortunately breakages can occur in transit.

Please inspect your order upon receipt and contact us immediately if the item is defective or damaged. We will review your order and rectify as soon as possible.

You can contact us at sales.vanillashadows@gmail.com. Please include clear photographs of the item along with your order details for us to review. If we need to replace or refund your item, we will send you instructions on how and where to send your package.