Terms & Conditions
We have been selling online since 2013 and have shipped across the globe. If you have any questions which are not covered in the outline below, please don't hesitate to ask by using the contact page. By making a purchase, you are agreeing to our terms and conditions as outlined below so please ensure you read carefully before placing your order.
O R D E R I N G + P A Y M E N T
Payment is required up front. Once you have made your purchase, be sure to include all necessary information required for the item in the provided box. A proof of your order will be emailed to you for approval within 48 hours of purchase or when all wording has been received - printing only begins once the proof has been approved. Please bear in mind that on Custom orders, no work will be done until a deposit is paid.
S H I P P I N G
Orders of 10 items or less are shipping with Royal Mail First Class
Large UK orders are shipped with Royal Mail Special Delivery. Large Printed Orders are covered with tracking and insurance. If your parcel is lost or deemed undeliverable, we will try to rectify the situation as best we can. We take extra care to package and protect all orders, but if your order has been received damaged, please contact us with a photograph so I can process the claim.
R E T U R N S + R E F U N D S
In line with online distance selling regulations, customized/personalized orders are not available for refund due to the personal nature of the goods. This applies to all items which are tailored to you specifically, including all invitations and personalized wedding stationery.
In the instance of an order arriving damaged, you must contact us as soon as possible so we can reprint quickly. Photos must be provided so that we can process and insurance claim with our couriers and must show both the damaged goods and packaging. A refund will ONLY be issued if there is not time for a reprint and if there were no delay between receiving the order and notifying us of the issue.
If your order has arrived incorrect - a spelling mistake or missing detail for example - and you approved the proof which was printed, you will be charged a reprint fee which will depend on the product in question. Refunds will not be provided due to errors made by the client. If the print received in not as per the approved proof, a reprint will be provided free of charge.
Non-personalised samples are available to purchase so you can see the quality and colour before ordering, however please note that there can be slight differences between printed colours and paper colour between batches.
E U R E G U L A T I O N S
(applicable to physical goods which are not customized / personalized in any way)
You have 14 days from receipt of your order to inform me that you wish to return it. Once your order has been returned I will be able to issue you a full refund, less the amount you paid for postage. Product must be unused and fit for reselling. Vanilla Retro is not responsible for paying the return costs of your order. Should you wish to cancel, and require a form to complete, please notify me of this, and I will email it to you.
R E S O L V I N G P R O B L E M S
We recognise that planning a wedding is a very stressful time and emotions can be overwhelming and we know you want to ensure your stationery is perfect, We have found that any issues are often easily rectified and we strive to find a quick resolution. We are human, mistakes in print can occur and damage can occur in transit. We ask that if a problem does arise, that respectful language is used and will endevour to resolve the issue. We operate a zero tolerance policy to rude and abusive language or threats, whether this is used directly in person or via emails.
C O M M U N I C A T I O N
Communication is always better via email, where a record of discussions can be kept to refer back to if needed. If you need changes, we ask that these are outlined in bulletpoints together, so that all amendments can be done at once. We do not reply to emails after 3pm Friday until the following Monday - please bare this in mind if you are awaiting a response. We do take holidays, during which point emails are replied to upon our return - if we think this may affect your order processing, we will notify you as soon as possible.