Why have I not yet received my product?
We have a range of shipping options available across our product range, which all have a range of shipping service times. These service times can be found on our Shipping Information page. Once dispatched from our lab, we are unable to control the delivery process, but we will do all we can to resolve any outstanding or delayed deliveries of products.
If you have not received your products after the delivery times that are stated for each product, please contact us and we will look into this for you to make sure your product arrives at your door as quickly as possible. I’ve forgotten my username / password
When registering and completing your order with us, you will be asked to create an account. For security reasons, we do not keep records of passwords. If you are unable to remember a password, just click on the ‘Forgot your password’ in the Login page and we will send an email right back so you can reset your password.
If you have forgotten your username that you registered with, then get in touch with us and our Customer Experience team can help get you back up and running. I’m having some technical difficulties with the website
When you are using our website and find any bugs or error messages or any strange activity, we would love to hear from you. Please make a note of the page, the problem and a screenshot (if you can) and drop an email to firstname.lastname@example.org and we will look into this as quickly as possible.
If you would rather contact us by phone or live chat, then please head to the ‘Contact Us’ page to chat to one of the team. What are my payment options?
We accept payment via: VISA, Mastercard, Maestro and PayPal. Can I bulk order?
Yes, we do offer bulk order offering across our product range. Just get in touch with our Customer Experience team, via the Contact Us page, who will be able to help with the next steps. Can I take the Vanilla Photobooks branding off my products?
Vanilla Photobooks branding appears on the back pages of our Photo Albums, Photo Books and Calendars. You can remove this branding for a fee at checkout, however the Vanilla Photobooks branding still appears on the shipping and product packaging. Can I cancel my order?
Please note the Terms and Conditions which highlight our cancellation policy for transactions made on our website. I have a complaint; how do I get in touch?
If you have a complaint and haven’t been happy with your Vanilla Photobooks experience, then we would love to hear from you. Please contact our Customer Experience team on email@example.com who will be happy to help.