Refund policy
RETURN POLICY
BLACK FRIDAY/CYBER MONDAY AND ALL SITE WIDE SALES ARE FINAL SALE. NO EXCEPTIONS
Customer Service: orders@vainillaicedoll.com / Monday-Friday 8:00 AM - 4:00 PM EST
General Inquiries: All emails must include; your first/last name, order number, and detailed reason for inquiry.
We do not process refunds back to the original form of payment. Store Credit Only. We cannot cancel orders once they are placed. For cancelation inquiries, we may edit your order or store credit will be issued for a future purchase.ONLY IF ITEMS HAVE NOT BEEN SHIPPED OUT ALREADY.
WE HAVE A 7 DAY RETURN POLICY FROM THE DATE OF DELIVERY. ELIGIBLE RETURNS MUST BE DROPPED OFF AT THE POST OFFICE NO LATER THAN ON THE 7TH DAY. PLEASE SCROLL DOWN TO SEE IF YOUR ITEM IS ELIGIBLE FOR RETURN.
WE KINDLY EMPHASIZE THAT ALL ITEMS REMAIN IN ORIGINAL SELL-ABLE, UNWORN, UNDAMAGED, AND UNALTERED CONDITION. THIS INCLUDES NO ODOR, STAINS, ALTERATIONS, PET HAIR OR VISIBLE DAMAGE. PLEASE TAKE A CAREFUL LOOK AT YOUR ITEMS BEFORE RETURNING. IF YOUR RETURN IS REJECTED, YOU RETURN IS SUBJECT TO A 50% PARTIAL STORE CREDIT BASED ON THE ITEMS VALUE.
The following items are all FINAL SALE and Ineligible for return/store credit
-Rompers
-White/Ivory/Cream/Light/Champagne Clothing
-SALE or clearance items
-Swimwear
-Bodysuits
-Lingerie
-Sets that include undergarments
-Sets that include face masks
IF THE RETURN IS SENT BACK PAST THE 7-DAY RETURN POLICY, INELIGIBLE, OR UNAPPROVED THE RETURN WILL BE SENT BACK TO YOU AND NO CREDIT WILL BE ISSUED.
PROCESSING TIME FOR RETURNS IS 5-7 BUSINESS DAYS FROM THE 'RETURN RECEIVED' NOTIFICATION.
DEFECTIVE ITEMS: IF YOU RECEIVED A DAMAGED/DEFECTIVE ITEM, YOU MUST CONTACT US WITHIN 48 HOURS OF DELIVERY ALONG WITH AN IMAGE OF THE DAMAGE. WE WILL INSTRUCT YOU ON HOW TO MAIL BACK THE DEFECTIVE ITEM. STORE CREDIT AND/OR A REPLACEMENT WILL BE ISSUED.
In case you've received an order under the conditions above, please notify us with an image of the original receipt within 2 days of receiving your order at orders@vainillaicedoll.com.
RETURN FAQ'S
Exchanges: We do not offer exchanges. You may return eligible items, in accordance with our return policy, and use the issued store credit to repurchase any available items on our site.
Will I receive a prepaid shipping label? We do not provide shipping labels for returns at the moment. Shipping cost must be covered by the customer.
How should I ship my item? When returning an item, we recommend using USPS Flat Rate Shipping or First Class Package as it is the most affordable shipping option and it comes with a tracking number.
Is there anything I should include in the return? Please include the original packing slip that was shipped with the order. You may also provide us with your full name and the order number on a piece of paper.
Who do I contact regarding my order? All order inquiries should be made to; orders@vainillaicedoll.com. Please do not DM or leave comments on the Instagram Page.
Direct Messages will have a slower response rate due to high volume of DMs. This is not the best form of communication as it is easy for your DM to get lost below all other messages.
How soon will I get a response? Email response time is up to 72 hours.
This excludes weekends and holidays.
I received the wrong item and need to send it back, am I still responsible for return shipping? Incorrect items must be reported to orders@vainillaicedoll.com within 48 hours of delivery. We will instruct you on how to mail back the incorrect item and the next step.