FAQs
WHAT CAN WE HELP YOU WITH?
Information about sizes, product composition and wash-care instructions can be found on the individual product page. However if this does not answer your question no problem, we’re here to help, send us an email to contact@pinkvanilla.com
We regularly update our website with new lines and additional stock, so do check back if you are unable to find something you are looking for. To help with your hunt, you can use our search box at the top of the site to look for any relevant terms such as colours, garment types and styles to help refine your search. If you know the item's barcode, you can also search using this directly. You can even select from one of our most popular search terms if you are unsure - or feeling adventurous!
As a fast-paced fashion retailer, we’re constantly trying to bring you the latest trends. This means that items can sell out and we don’t always restock them.
Our standard range is generally produced in sizes 8-14. More information on sizes can be found in our size guide by clicking here.
If you wish to cancel an order after it has been submitted, please contact our customer care team as soon as possible at contact@pinkvanilla.com Please be aware if your order has already been processed, we are unable to cancel it. In this instance you may return your order to us using the form included in your package in accordance with our returns policy. This does not affect your statutory rights.
We are sorry to advise once an order has been processed we are unable to edit it. The quickest and simplest thing to do is to place another order with the wanted items or let us know as soon as possible on contact@pinkvanilla.com if you wish to cancel your order.
No, you can checkout as a guest which will only require a valid email address or mobile number. If you chose to create an account with us, you can be safe in the knowledge that we are fully registered with the ICO and comply with their terms of use. We do not share or sell your details. We hate spam as much as you do.
To set up an online account takes less than a minute. You can set one up right now by clicking here.
Our site is highly secure. We use industry-leading technology (such as SSL) to keep your information safe. When you begin a checkout you will see the small padlock sign in the address bar - this confirms that you have entered a secure payment page.
You can pay online using Visa Credit, Visa Debit, Visa Electron, MasterCard, Pay Pal, Apple pay, Amazon pay or Clearpay.
Clearpay is a simple and easy way to spread your payments and will be offered at checkout if your order qualifies.
All payments are processed upon completion of the online checkout process. If you pay for an item and we can't deliver for any reason, we'll give you a full refund - take a look at our returns policy for full details of our refunds process.
Unfortunately, we are currently unable to accept orders over the phone.
We are happy to advise we offer online gift cards. You can find more information here.
Please note, we are unable to accept concession store cards or gift vouchers on our website.
For your extra protection Pink Vanilla uses Visa 3D Secure; the Verified by Visa (VbV) security programme, and the SecureCode system from MasterCard. VbV and SecureCode whom let you create your own personal password to use as an extra security measure for any online Visa or MasterCard payments. You can check the Visa or MasterCard websites for more details at www.visa.co.uk and www.mastercard.co.uk.
If you are having any payment issues relating to Verified by Visa, MasterCard SecureCode, PayPal or any other payment method related issue, please contact your card issuer directly for more information.
Clearpay payment is a simple way to help customers make the most of their money and manage their spending responsibly. For more information about their services and terms & conditions please click here.
Once your order has been placed, we will send you a confirmation email. To help you keep track of your order, we will also send a despatch email as soon as your parcel is on its way.
If you have any questions about your order, contact our customer care team via email at contact@pinkvanilla.com
From time to time things may go wrong. Generally there is a simple explanation. We kindly ask all customers to firstly check their spam and junk folders as your settings may have filtered out our order confirmation. If this doesn't solve the problem please contact our customer care team at contact@pinkvanilla.com
Unfortunately, if an item has low stock availability and multiple shoppers have the same item in their basket at the same time, some customers may fully complete the checkout process faster than others. This can result in an item being ordered when in reality, it has just sold out. We sincerely regret any inconvenience in the rare case where this does happen and we will fully refund any item(s) within an affected order accordingly.
Occasionally, items sell out very quickly. Sometimes when this occurs the number of customers purchasing an item at that time outweighs the number of units available. Should this happen, we always aim to contact you within 24 hours to advise you of the status of your order and will provide a full refund for any items not available.
If you would like to change the details of the delivery address specified when placing the order, please contact our customer services team as soon as possible, you can do this by emailing us on contact@pinkvanilla.com
It's really important that you let us know of any inaccurately provided delivery address information as quickly as possible so that we can ensure your order is updated prior to dispatch.
Please ensure that you include your name and order number in your email. These details will help ensure that your query is handled as quickly as possible.
If your order has already been processed or dispatched to you, you will need to follow our online returns policy in the event of receiving any unwanted or unsuitable item(s).
No, only one discount code or voucher can be used per online order. This includes all discount vouchers and delivery vouchers as well as gift vouchers. If you have more than one to use, we recommend selecting the one that works out best for you and using that towards payment for your order; or alternatively, where possible, place more than one order if you wish to utilise more than one discount code or voucher.
Any code you wish to use needs to be entered into the "Gift card or discount code" box at checkout. If you find that a code is not being accepted, please check the terms & conditions of the code to ensure your order qualifies. Promotional codes may exclude sale and clearance items, postage and packaging. Promotional codes are case and space sensitive and must be entered exactly as they appear to work correctly.
Please be aware promotion codes cannot be used in conjunction with gift vouchers or student discount codes. If you are still experiencing issues and require assistance, please contact our customer care team at contact@pinkvanilla.com
"Free delivery on orders of £30 or more" applies to our standard UK delivery service only. To qualify your final order total must be £30 or more after discounts or codes have been applied. Please note if you selected an alternative delivery e.g next day or international this will be chargeable.
When you receive your 10% off voucher code from us it's worth noting that this code can only be used once.
Yes! We're pleased to offer a 15% student and apprentice discount , click here to find out more.
If you would like to change the details of the delivery address specified when placing the order, please contact our customer services team as soon as possible, you can do this by emailing us on contact@pinkvanilla.com Please ensure you include your name and order number in your email. Please be aware once an order has been processed, we are unable to change the delivery (or any other) details within it.
Yes. If you are unavailable and no one is available to sign for your order, a calling card will be left explaining how to contact our courier to arrange a re-delivery or collection from your local depot. Please follow the instructions on the card. If a delivery is missed, it is your responsibility to collect the parcel from our courier or make arrangements directly for re-delivery.
We use Royal Mail for all deliveries within the UK & EU.
On dispatch we will send you a delivery confirmation email providing tracking information. Visit Royal Mail's Track & Trace Service here and enter your parcel tracking number when prompted.
This will depend on the service you select at checkout. For more information about our delivery services see our delivery page.
We deliver to a number of international destinations. Please refer to our delivery page for full details of these. If the desired country is not listed there, unfortunately we currently unable to deliver to that destination.
Unfortunately, we are unable to deliver to PO Box addresses at the moment. We're really sorry for this!
If for any reason you are not completely satisfied with your online purchase, simply return the item(s) to us using the postal details
We offer an easy policy that enables you to return items to us up to 30 days from delivery. For full information on how our returns process work click here.
For all UK online purchases (through pinkvanilla.com) returns cost £2.50. click here.
Full price and sale items (purchased on pinkvanilla.com) can be returned in their original condition within 30 days of the delivery date. Upon return and inspection we will issue a full refund via your original payment method.
We always strive to ensure that our garments are of the highest quality and reach you in perfect condition. On occasion despite our best efforts, this may not be the case. Please accept our sincerest apologies if you have received a faulty or incorrect item from us.
If you have received a faulty or incorrect item from us please contact our customer care team by email at contact@pinkvanilla.com
In the interest of speed and efficiency please ensure you supply your order number.
When returning item(s) please allow up to 14 days from the day the parcel is sent for your refund to be processed.
We are sorry to advise our Vanilla stores and 3rd party retail concession network is unable to accept or process (pinkvanilla.com) online returns.
If for any reason you are not completely satisfied with an item purchased from one of our 3rd party concessions, simply return the item along with your proof of purchase to the original store where your purchase was made. Please check the T&C’s of the retailer as they may have limitations on sale or clearance items.
As our concessions are run by 3rd party retailers we are sorry to advise we are unable to accept items purchased from them through our online refund system.
Yes! We are based in and post from the UK; all of our current delivery destinations and postal charges can all be found on our delivery page.
GET IN TOUCH
If you cant find the answer to your question don't worry. We are here to help. Use our enquiry form by clicking here.
