Freqently Asked Questions

Order process

There are two options to purchase with us.

We use the secure payments gateway Stripe, processed directly on our website or you have the option to pay via PayPal.

Stripe:

Stripe accepts payment information easily and securely on web or mobile. We accept most business cards such as Visa, MasterCard, American Express, JCB, Discover, and Diners Club and many more.

PayPal:

You don’t need an account to pay with PayPal.

Debit or Credit Card: Choose to pay with your credit card without the need to create an account.

When you pay with PayPal, your financial information isn’t shared with retailers. It is more securely protected to minimise fraud and help safeguard your identity.

Find out more about PayPal

If there are any payment methods you would like us to accept, please do let us know at orders@vanillahill.co.uk.

Bank Account: If you have a PayPal account set up, the money comes directly out of a bank account that you link to your PayPal account.

Yes! Absolutely. We accept most currencies. The two currencies that we don’t accept are; The Brazilian Real and the Mexican Peso.

When placing an order in a currency other than GPB, please take note of the following fees that you might see when making a dress purchase from Vanillahill.co.uk:

Bank Conversion Fees 

If Stripe doesn’t support your customer’s currency, then their charge will be converted into your default currency by their bank and their bank will add an additional fee that the customer pays to their bank.

Foreign Transaction Fees 

You may be charged foreign transaction fees.  This is up to your bank, so the exact fees may vary.

If you are experiencing issues with ordering a dress from vanillahill.co.uk please contact us at orders@vanillahill.co.uk or using our online chat functionality.

Please provide details of the issue you are experiencing including information about what device (Mac, iPhone etc) and browser (Google Chrome, Safari etc).

Unfortunately we are unable to amend an order. Please contact us on orders@vanillahill.co.ukdetailing your name, email address and order number and we will cancel your order so you can place a new one providing that the order has not yet been processed.

If it is a very recent order it may be possible –please email us at orders@vanillahill.co.uk and we’ll try our best to cancel for you.

If you have an account with us, check the order history section for a record of the order. If you do have an order number, please verify that your email address is correct. Also check your spam folder. For any further queries, contact us on orders@vanillahill.co.uk and we can resend a copy.

Returns

Don’t love your items, no problem!

Our policy lasts 14 days for our UK customers and 21 days for international customers based outside of the UK.

Postage
To return your product, you should mail your product to:

Vanilla Hill C/O Ogden Fulfilment, Unit 2, Acre Park, Dalton Lane, Keighley, West Yorkshire, BD21 4JH

UK returns can be sent free of charge through the Royal Mail. For more information visit our dedicated returns page.

For international returns, you will be responsible for paying for your own postage costs for returning your item. Postage costs are non-refundable.

It is recommended that you obtain proof of postage when returning items. We don’t guarantee that we will receive your returned item.

PLEASE NOTE: We’re sorry we can’t exchange items, refunds only.

Once we’ve received your returned item(s) we will send you an email to confirm your refund, which will be processed within 5 working days of receipt. You can expect the refund to reach your account within 3-5 working days.

If the above time period has passed  since your purchase, unfortunately we can’t offer you a refund.

To be eligible for a return, please return your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase. Please include your invoice.

Any item not in its original condition, is damaged or missing parts for reasons not due to our error will be subject to a partial refund.

Refunds 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@vanillahill.co.uk.

 

Once we’ve received your returned item(s) we will send you an email to confirm your refund, which will be processed within 5 working days of receipt. You can expect the refund to reach your account within 3-5 working days.

Our returns policy lasts 14-days and we are unable to accept returns outside of this timeframe. If we receive your item outside of this period, it will be returned to you and no refund will be processed.

Yes, please obtain a tracking number for any parcel you return to us. This can be requested from the Post Office. Regrettably we cannot process lost returns without a proof of postage.

Please add a note when returning the dress, detailing the fault and this will be processed by our warehouse.

Delivery

UK and Northern Ireland

We offer UK next day delivery as standard when ordering Monday to Thursday before midday.  We don’t deliver on Sundays.

We offer a FREE UK delivery service when spending over £60. Delivery is next working day when ordering Monday to Thursday.

International

We offer a tracked delivery service to the Republic of Ireland and an economy and tracked service is available to our European customers. We also deliver to the rest of the world!

Please note International orders may incur custom duties and taxes payable by you.

Find out more about our delivery options here: vanillahill.co.uk/delivery-options

Please allow 3-5 working days for standard delivery orders to arrive. If you have not received your item after this time, email us at orders@vanillahill.co.uk including your order number so we can investigate for you.

Orders placed before 2pm will be processed for next day delivery. Please be aware that next day delivery does not include Saturday delivery.

Your Online account

To create an account on vanillahill.co.uk access the Login/Register option from the homepage top toolbar and register with your email address and a password of your choice.

No problem! To reset your password, access the Login/Register option from the homepage top toolbar and select the ‘Lost your password’ option. An email will be sent to you prompting you to reset your password.

Having an online account with us will give you easy access to:

  • Your orders with us, both past and current
  • See saved ‘Wishlist’ dresses
  • Update your saved addresses used for shipping and billing for easier checkout
  • Update your personal details

If you experience any problems with your online account, please contact us at: support@vanillahill.co.uk.

Other

We’re always on the lookout for the best dress designs from around the world! Our stock is obtained from various designers and wholesalers based here in the UK but we also offer brands from the USA, China and Europe.

For sizing information please refer to our size chart: vanillahill.co.uk/size-chart

For sizing information of our dresses please refer to our size chart.

Please note that we have a seperate size chart available for our US dress brand Sugarlips which can be found on our size guide page.

vanillahill.co.uk/size-chart

If a dress that you like is not available in your size send us an email at orders@vanillahill.co.uk and we may be able to get it in stock for you!

If you are dissatisfied with your online experience  at vanillahill.co.uk or with any item that you have purchased please do not hesitate to contact us at: support@vanillahill.co.uk or using our online chat option.

WINNER SELECTION

All eligible entries received during the Submission Period will gathered into a database at the end of the Submission Period. A winner will be chosen at random.

The winners will be announced on the relevant social media page as stipulated on the competition post. Announcement and instructions for prize will be made via direct message.

If a potential prize winner cannot be reached by Administrator within seven (7) days, using the contact information provided at the time of entry, or if the prize is returned as undeliverable, that potential prize winner shall forfeit the prize.

Prizes may not be awarded if an insufficient number of eligible entries are received.There is no cash alternative for any prizes offered. If a size dress is not available, a suitable alternative of a similar value will be offered.

Good luck! x