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Frequently Asked Questions

Caring for my product

  • How do I care for my product?
  • I have a problem with my product!

How do I care for my product?

Caring for  your product.

Remove any stickers as soon as you receive your product. 

Cleaning: Firstly, separate all parts before cleaning to ensure no nasties get left behind. You can remove the silicone seal, straws and other parts by pulling gently. Handwash using warm soapy water and clean thoroughly. You can use a soft cleaning brush to get into any small crevasses. Allow to air dry completely before re-assembling, usually overnight before using again the next morning! When not in use store your product with all parts diassembled in a dry place to avoid mold buildup. Do not place  items which are not dishwasher safe in the dishwasher. Do not use abrasive cleaning agents or scourers as they may cause damage to your product and print. Do not over tighten bottle and screw tops as this will damage the silicone seal and cause leaking.

Not following the above instructions will void any warranty on your product. Damages due to dropping, exposure to extreme temperatures, mold buildup, using cleaning agents which might change the properties of the product, and causing stress on the product materials, will void any warranty. 

I have a problem with my product!

Thank you for reaching out! Here’s some important information about our product warranty:

 

Our products are designed for normal use. The warranty is void if the product is roughly handled, not cleaned or dried properly, scratched, dented, broken, or misused. Accidental damages such as dropping, scratches, dents, discoloration, missing parts, deformation, and normal wear and tear are not covered.

 

If you believe your product has a manufacturing defect, you can return it to our shop at Vanilla Mummy, Triq Parades, St. Paul’s Bay. Please ensure you bring fiscal proof of purchase.

 

For products bought from other retail outlets, please contact the store where the product was purchased for assistance.

 

Thank you for your understanding!

 

(see also 'How do I care for my product' FAQ and our Policy section)

Payment Method

  • What payment methods do you accept?

What payment methods do you accept?

We accept PayPal, Revolut, BOV mobile, and Card payment. We do not accept cash on delivery. If you wish to place an order and pay cash you can choose pickup and you can pay when you pick up your order from our shop at 90, Triq Parades, St. Paul's Bay.

Ordering and delivery

  • Can I place an order without creating a sign in account?
  • Where is my order confirmation?
  • Why has my order been canceled?
  • Can I alter my order?
  • When will my order arrive?
  • What countries do you ship to?
  • How much is the delivery charge
  • Can I track my order?
  • Where is your shop located?
  • Do you offer express 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, plus you will also earn reward points when subscribing to Vanilla Mummy if you’d also 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.

Why has my order been canceled?

We typically cancel orders if there’s a problem with stock, or if you’ve asked us to cancel. We also reserve the right to cancel orders marked for delivery which payment has been left pending for several days or for orders marked for pickup and not paid and collected withing 10 working days. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.

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 the delivery charge

Delivery costs are normally FREE for Malta and Gozo, however, orders of less than €50.00 for Malta are charged an extra €3.75 delivery charge, and orders of less than €50 for Gozo are charged an extra €5.75. 

Can I track my order?

Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

Where is your shop located?

Our shop is located at Vanilla Mummy, 90, Triq Parades, St. Paul's Bay and can be easily found using Google maps or follow the link on our main page www.vanillamummy.com. 

Do you offer express delivery?

Yes, we offer express delivery for mainland Malta at a €10.00 charge. Please contact us for this service. Sorry we do not offer this service to Gozo for the time being.

Returns

  • Can I return or exchange an item?
  • How do I return an item?
  • My order has arrived but it’s not as I expected. What can I do?

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. Sale items cannot be returned or exchanged.

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, refund, 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 return delivery charge, or you can personally return or post the item/s 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. Sale items are not returnable.

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

In the rare event that your order arrives different than from what you ordered, with missing items, damaged or faulty, please take photos of the products 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. Sale items are not returnable and cannot be exchanged.

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