Frequently Asked Questions

No – you can place an order without creating an account.

However, we recommend creating one if you’d like to view your order history, save your basket items, and securely store payment details for faster checkout next time.

It only takes a minute! Simply visit 👉 Create an Account and follow the steps on-screen.

Vanilla Mummy is a concept store, and some products are exclusively available at our St. Paul’s Bay location. Since many of these come in limited quantities, they’re not available for distribution to other shops. We are only able to distribute items for which we are officially authorised. This way, we keep each visit to our store special and full of one-of-a-kind finds.

Yes – an order confirmation is automatically sent to your email once you place an order.

If you don’t see it within 24 hours, please first check your spam or junk folder as it may have been filtered there. If it’s still missing, get in touch with us at hello@vanillamummy.com so we can make sure everything is okay with your order.

• If there is a stock issue.

• If you request a cancellation.

• If payment for a delivery order remains pending for several days.

• If a pickup order is not paid for and collected within 10 working days.

If your order is canceled due to a problem on our side, we sincerely apologize. In such cases, we’ll always suggest an alternative product where possible and issue a full refund promptly.

Yes! If your order hasn’t yet been marked for delivery, you can contact us via our website chat or email us at hello@vanillamummy.com, and we’ll be happy to update your order for you.

For Malta and Gozo, delivery usually takes approximately up to 5 working days. (except during shutdown periods). Please note that slight delays may occur during peak times, especially in the weeks leading up to school openings.

Deliveries are made Monday to Friday between 8:00am and 5:00pm. Saturday deliveries are only arranged in exceptional cases.

If your order includes personalised items (such as name stickers), these will take up to 7 days for processing.

Should you wish your order to arrive quicker we are also on the Wolt app.

We currently deliver to Malta, Gozo, and Europe only. 🌍✈️

Delivery is free for Malta and Gozo on orders over €50.

• For orders under €50: delivery is €4.25 in Malta and €5.50 in Gozo.

• You can also pick up your order from our shop.

• Or choose the Maltapost Easipik service (charged at €3.95) to collect your order from your nearest Maltapost branch office.

Yes! You’ll receive updates at every stage of your order – from the moment it’s placed, right through to dispatch and delivery.

Once your order has been dispatched, you’ll get a delivery confirmation email with a tracking number. You can use this to follow your order’s progress at 👉 www.maltapost.com/tracking.

If your order hasn’t reached you yet, please first check its status using the tracking number we provided at 👉 www.maltapost.com/tracking.

If you still need help, feel free to contact us directly and we’ll be happy to assist in tracing your order. Don’t worry – we’ll do everything we can to make sure it gets to you safely.

Although we take great care with packaging, accidents can sometimes happen during delivery. If any item in your order arrives damaged, please let us know right away by emailing hello@vanillamummy.com with photos of the damaged product and the parcel. We’ll work quickly to resolve the issue and get it sorted for you in the shortest possible time.

For online purchases, you are entitled to a 14-day cooling-off period under EU law. This means that within 14 days from the day you receive your order, you can notify us if you wish to return your item(s) for a refund or exchange – no reason required. After notifying us, you then have another 14 days to send the goods back.

Return conditions:

• Items must be returned in their original packaging, unused, and in the same condition you received them.

• You may handle the goods only as you would in a physical shop (e.g. to check their nature, features, and function). 

• If items are handled beyond this, we may deduct for any loss in value. 

• Items must be returned in undamaged factory packaging 
• Please note that sale items are final and cannot be returned or exchanged unless faulty.

Exceptions (Article 16 of the EU Consumer Rights Directive):
The cooling-off period does not apply to:

• Perishable goods (e.g. food, flowers).

• Personalised or custom-made items.

• Unsealed intimate or sanitary products.

• Hazardous materials, flammable liquids, or gases.

• Gift cards, downloadable software, e-books, and certain health or personal care items.

How to start a return:
Simply email us at hello@vanillamummy.com with your order number or proof of purchase. We’ll guide you through the next steps.

Orders are usually packed on the next business day.
However, orders with personalisation may take up to 3 business days to be packed and prepared for pickup.

Once your order is packed and ready, you will receive an email notification.

Orders marked for pickup can only be collected from our shop in St. Paul’s Bay.
Please note that we are not associated with any other shops and cannot deliver your order to third-party locations for pickup.

Yes, it can. Please contact us so we can provide you with the delivery cost.
Your order will be delivered on the next scheduled delivery date once payment has been received.
Orders over €50.00 qualify for free delivery to Malta and Gozo.

Order pickup is only available during our opening hours.
You can find our opening hours at the bottom of this page or on our Google Business profile.

To keep your product in the best condition and ensure it lasts as long as possible, we recommend the following:

✨ Stickers: Please remove any stickers as soon as you receive your product.
✨ Cleaning: Always separate all parts before washing (including silicone seals, straws, and removable pieces). Wash gently by hand with warm, soapy water, using a soft brush to reach small crevices. Allow all parts to air dry fully before reassembling – ideally overnight, so it’s ready to use the next morning.
✨ Storage: When not in use, store with all parts disassembled in a dry place to prevent mold buildup.
✨ Take care: Only place dishwasher-safe items in the dishwasher, and avoid abrasive cleaners or scourers that may scratch or damage the product and print. When closing bottles or screw tops, always check that the silicone seal/ring is in place and seated properly. Tighten gently – over-tightening may damage the silicone ring and cause leaks.

💡 Important: Following these steps helps keep your warranty valid. Damage caused by dropping, exposure to extreme temperatures, mold buildup, harsh cleaning agents, or misuse may void your warranty.

Our warranty covers manufacturing defects and issues with the product’s quality or performance under normal use. Unfortunately, accidental damage, drops, rough handling, or misuse are not covered by warranty.

Since many of our products are handled daily by children, they may be subject to bumps, drops, or rough use. While they are designed to be durable, no product is completely unbreakable. We kindly encourage extra care to help your product last as long as possible.

If your item was damaged in this way, we won’t be able to replace it under warranty. However, we’re always happy to guide you in choosing a replacement part (if available) or a new product if needed.

We currently accept PayPal, Revolut, BOV Mobile, and card payments. Please note that cash on delivery is not available.

If you’d like to pay in cash, you can select the pickup option at checkout and pay when collecting your order from our shop at:
📍 90, Triq Parades, St. Paul’s Bay.

You may return your item within 14 days of receiving it, in line with EU law. To qualify, items must be in good condition, unused, and returned with their original packaging and labels where reasonably possible.

After this period, returns or exchanges are only accepted if the product is found to have a manufacturing or conformity defect, which is covered under the two-year legal guarantee.

Every product is carefully inspected before leaving our store. However, accidents can occasionally happen during delivery. Please check your items upon receipt and let us know of any transport damage as soon as possible (ideally within 48 hours) so that we can resolve the issue quickly.

Please note that sale items are final and cannot be returned or exchanged unless faulty.

To request a return, please contact us at hello@vanillamummy.com. If your request falls within the 14-day cancellation period and meets the return conditions outlined below, we will accept the return and provide either a refund, exchange, or credit note for the returned items.

• Refunds apply to the product cost only. Please note that shipping costs are non-refundable, except where the product was faulty or incorrectly supplied.

• You may return items to us in one of the following ways:

  • Arrange for pickup through us, subject to a €5.00 return delivery charge.

  • Personally return the item to our shop: 90, Triq Parades, St. Paul’s Bay.

  • Send the item(s) back to us by post with tracking details provided.

Return Conditions:

• Goods should be returned with the original proof of purchase (receipt).

• Items must be in good condition and, returned with their undamaged original packaging and labels.

• If packaging or labels are missing or damaged, we may deduct a reasonable amount to reflect any loss in value.

• Sale items cannot be returned or exchanged unless defective.

In the unlikely event that your order arrives incorrect, incomplete, damaged, or faulty, please take clear photos of the items and email us at hello@vanillamummy.com with the details. We will review your case and respond within 48 hours to arrange a solution (replacement, refund, or other remedy, as appropriate).

Change of Mind Returns
If you decide you no longer want a product, you may return it within 14 days of receiving your order, in line with EU law. To qualify:

• The product must be unused, in “as new” condition, and, in its original packaging with labels attached.

• A valid VAT receipt or proof of purchase must be provided.

Exceptions

• Sale items are final and cannot be returned or exchanged unless faulty.

We really value your feedback. ⭐ Positive reviews make a big difference to our small business, and we’re always grateful when you share your good experiences.

If you’re ever unhappy with a product or service, we kindly ask that you reach out to us first at hello@vanillamummy.com so we can try to resolve the issue quickly and fairly. Most of the time, we can find a solution that leaves you satisfied without the need for a negative review.

We welcome honest feedback, whether positive or negative, as it helps us improve. However, please note that false or misleading reviews intended to damage our reputation are harmful and may be reported or challenged, in line with our right to protect our business.

For b.box products FAQs please visit https://bbox.com.au/pages/product-faqs