Shipping and Returns Policy

Shipping Policy:

We offer a flat rate of $15 postage anywhere in Australia

for this service we mostly use Australia Post.

Please allow up to 10 business days for your item to arrive.  We expect that your item will arrive sooner, we cannot control how Australia Post manages their business.  If an item is required sooner please select express post, an extra charge will apply. IF you live in a remote part of Australia, or don't receive mail daily, please allow extra time for your delivery.

If you choose to have your parcel left at a spot nominated by you and the parcel goes missing, after it has been delivered, you will need to contact Australia Post, you may also need to contact the police in your state to lodge a report.

If a parcel goes missing in transit, we will supply you with a tracking number, so we can hunt the item down together.  We want you to receive your beautiful items as soon as possible.

If your parcel is returned to us due to any of the following reasons, we will contact you to organise to ship your item again at an addition cost to you. 

Reasons for “Return to Sender”

- incorrect/incomplete address

- failure to pick up from your local post office within their time frame  

Refund / Cancellation Policy

If for any reason your are dissatisfied with your purchase please contact us as soon as possible and we will do everything we can to help.

We comply with QLD Office of Fair Trading regulations on refunds.

We are not required to provide a refund or replacement if you change your mind. If you decide to cancel your order before it is shipped a 10% cancellation fee will be deducted from your payment.  

Faulty Item:

If an item you have received is found to be faulty you will need to send us photos of the items showing the faults.  Do not Send anything back to Vanilla Cove without prior approval. You will need to return the items back to us in the same safely packed way as you received them. You will need to arrange for the items to be signed for (by us). We will then arrange a refund or replacement of the item.  We will not refund the cost of the return shipping.  If we replace your goods, you will not be charged for the replacement shipping

Damaged Item:

If an item arrives damaged, please notify us and send photos of the damage. We will provide a replacement of the same or similar item. If a similar item is not available, we will provide one to equal value or a store credit to use to purchase what ever catches your eye.

 

Privacy Policy:

Information we gather

  • Name

  • Address

  • E-mail Address

  • IP address

How we use the information we gather:

For the purpose of providing customers with the service they order and, if subscribed, marketing e-mails about our products and upcoming sales/specials.

Your information is not shared with a third party - with the exception of the delivery company.


Payment Security:

Your credit card details are never transmitted or stored on our servers. They are securely transmitted directly to our accredited payment gateway and the payment is securely processed there and we are notified in real time of the status of the transaction.