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FAQ

Frequently asked questions

What payment methods do you accept?

We accept payment from debit or credit cards – VISA and Mastercard and PayPal.



Can I cancel my order?

Under the consumer protection you have the right to cancel your order. To cancel an order you must inform us in writing by sending an email to info@vanillavice.com as well as returning the goods to us as soon as possible at your own expense.



Can I amend my order after it has been placed?

We try to dispatch your order as quickly as possible, if you decide you want to amend your order please call us on +351914368179 and we will try to accommodate where possible.



What happens if no one's in when my parcel's being delivered?

You should receive a calling card if no one is available to collect your parcel, it will then be sent to your local Post Office.



Can I track the status of my order?

When you place an order we will email you to let you know when it has been dispatched and if you chose a shipping method with tracking number we'll give it to you.



Where is my order confirmation?

Once you have placed an order, you should receive an email confirmation to the email address you provided. If for some reason, you did not receive this email, please check your spam folder before contacting our customer service team.



Will my parcel be charged additional custom and import charges?

Custom or Import Charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Import and Custom policies vary from country to country. We would advise that you find out what these charges may be before you place your order. Custom or Import Charges are not applicable for EU.



What do i do if my order is missing?

If you have not received your order within 15 working days of the date on which you ordered them then please notify us by email at info@vanillavice.com within 21 days of the date on which you ordered the products. After this time has elapsed, Vanilla Vice reserves the right to decide whether to send our replacement item(s) for you.



What is your returns policy?

Please see our returns section for more information.



How do I return an item to you?

Please see our returns section for more information.



Will my original postage costs be refunded?

Postage costs will only be refunded if your product is damaged or faulty.



Are you getting more stock in?

Some of the items on our website sell out quickly, however, we regularly update our site so it's worth checking back.



How do I get featured on your Instagram?

We love to see you having fun with our stuff! Simply upload a selfie wearing your latest Vanilla Vice purchase and hashtag #vanillavice on Instagram.



Do you offer wholesale?

Yes we do offer wholesale. Please see our Wholesale section for more information.