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Frequently Asked Questions

Payment Method

What payment methods do you accept?

We accept PayPal, Revolut, BOV mobile, and Visa. For clients who wish to pay Cash, we also offer this as Pickup from our stores in St. Paul's Bay. 

Ordering and delivery

Can I place an order without creating a sign in account?

Yes. You can place an order without creating a sign-in account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://www.vanillamummy.com/account/register and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at hello@vanillamummy.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

Can I alter my order?

Yes, you can contact us from our chat or send us an email at hello@vanillamummy.com before your order is marked for delivery, and we will gladly modify your order. 

When will my order arrive?

We normally deliver within 2 working days for Malta and 5 working days for Gozo, except when on shutdown. Expect a slight delay during times when we get busy especially before school opening days. Our delivery times are between 8.00am and 5.00pm Monday to Friday (We only deliver on Saturdays in exceptional circumstances).

What countries do you ship to?

We only ship and deliver to Malta and Gozo.

How much is shipping?

Delivery costs are normally FREE for Malta and Gozo, however, orders of less than €25.00 for Malta are charged an extra €3 delivery charge, and orders of less than €50 for Gozo are charged an extra €5.00. 

Returns

Can I return or exchange an item?

You can absolutely return your item to us, within 14 days after receiving it, as long as it’s undamaged, unused, and contained in its original packaging with all tags and labels attached. No returns or exchange is accepted after this period except if the product is defective due to a manufacturing defect. We check each product for damages before it leaves our stores, however, accidents can happen during delivery. When you receive your products, please make sure they are checked for damages. No claims for damaged items are accepted after 24 hrs from receipt of product.

How do I return an item?

Please contact us via hello@vanillamummy.com. Providing the return is within the 14-day cancellation period and meets our return criteria, we will accept the return and will exchange or issue a credit note for the items returned. Shipping costs are not refundable. To return your items you need to contact us and make arrangements to return your products. We can offer pickup for your return goods against a €5.00 delivery charge, or you can return or post it with tracking details to 90, Triq Parades, St. Paul's Bay. Goods should be accompanied by the original receipt and packaging/labels. No returns will be accepted should the product packaging and labels are damaged or missing and without the original Vanilla Mummy receipt.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product in question and message us or email  hello@vanillamummy.com with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return within 14 days of you receiving the order, providing it’s unused, in “as new” condition, in its original packaging with all labels attached and the original VAT receipt.

b.box FAQs

b.box

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


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