1. General Information

All orders are subject to product availability. If an item is not in stock at the time you place your order, we will notify you and refund you the total amount of your order, using the original method of payment.

2. Delivery Location

Items offered on our website are available for delivery to all addresses. We also accept orders from international customers. Any shipments to Israel is not available at this time.

3. Delivery Time

An estimated delivery time will be provided to you once your order is placed. Delivery times are estimates and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order.

Unless there are exceptional circumstances, we make every effort to fulfill your order within 1-3 business days of the date of your order. Business day mean Monday to Friday, except holidays.

Please note we do not ship on Sunday & public holidays.

Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered. Products may also be delivered in separate shipments.

Once your order is shipped, you will be notified via email with the tracking number. Vaanilla will not be held responsible for any delay on shipment done by 3rd party shipping company.  For any concern on your tracking details we will try to help you contact with our delivery partners.

 

4. Delivery Instructions

You are able to choose the shipping options during checkout process. We prefer J&T Express as the office's working hour is longer than any other couriers & open on public holiday where it is possible to be fulfilled ASAP if required.

All parcels will be picked up by selected courier except for J&T Express, DHL & Pos Laju where we are able to drop off on nearest working hour.

For delivery via Grab Express, please contact our team via WhatsApp at 016 228 6703.

5. Shipping Costs

Shipping costs are based on the weight of your order and the delivery method. To find out how much your order will cost, simple add the items you would like to purchase to your cart, and proceed to the checkout page. Once at the checkout screen, shipping charges will be displayed.

Additional shipping charges may apply to remote areas or for large or heavy items. You will be advised of any charges on the checkout page.

 

Sales tax is charged according to the province or territory to which the item is shipped.

 

6. Damaged Items in Transport

If there is any damage to the packaging on delivery, contact us immediately at admin@vaanilla.com..my or at phone contact 016 228 6703

 

7. Questions

7.1 Where do we deliver and how much is the shipping rate?

We offer shipping to more than 200 countries around the world. Effective 21st September 2021, our shipping rates are as follows:

7.2 How long does delivery takes?

Unless there are exceptional circumstances, we make every effort to fulfill your order within 1-3 business days of the date of your order.

All parcels will be picked up by the selected courier ( which you can choose during checkout ) except for J&T Express, DHL & Pos Laju where we are able to drop off on nearest working hour.

Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered.

An estimated delivery time will be provided to you once your order is placed. Delivery times are estimates and commence from the date of shipping, rather than the date of order.

IMPORTANT NOTE: Kindly be informed there will be delays in our delivery services due to the nationwide Movement Control Order (MCO) and limitation in workforce. For Grab Express, you can expect to receive the parcel before 8 pm on the same day upon placing an order. Local delivery via express delivery will take 1 - 3 working days. International delivery will take 3 - 5 working days. You will receive an update on the delivery status once your order is processed. Please contact our team via WhatsApp at 016 228 6703 if you want to know more about delivery via Grab Express.

7.3 What are my shipping options?

You are able to choose the courier company during checkout process.

7.4 Has my order been shipped out yet?

Once your order has been processed and packed, we will email you a unique tracking code for you to keep an eye on the status of your parcel at all times. This tracking code is sent to your registered email address. Please check your Junk Mail in case its there! Orders made before 3 PM will be completed on the day itself. Orders made after that will be shipped the next business day.

7.5 Will my parcel be charged customs and import charges?

All taxes, duties and customs fees are the responsibility of the recipient of the package. These charges vary widely from country to country hence we are unable to advise what the cost would be. Vaanilla has no control over the fees imposed and we also cannot reimburse the amount in any capacity.

7.6 How do I track my order?

Once you have received your tracking number via email, you may click Track my parcel to track the parcel on our website. Alternatively, you may also track the parcel at the courier's website.

7.7 Why is my tracking number not traceable?

Tracking numbers are usually traceable once it is collected and processed by the courier. Do give it at least 24 hours for it to be processed on the courier's end. If your order was completed during weekend / public holidays, it will be traceable on the next working day.