Delivery Information

Christmas Deliveries - Latest recommended ordering dates

The Vanilla Valley would like you all to have a very merry Christmas. To avoid disappointment the following dates are the latest we would recommend ordering for a pre-Christmas delivery.

Standard / Warehouse Standard - Sunday 18th December

Next Working Day / Warehouse Express - 12pm Thursday 22nd December

Please note these are the latest times to place your orders to allow us to dispatch them at the right time. Royal Mail's services are not guaranteed and all postal services and couriers will be receiving high levels of parcels at this time. If you desperately require a product before Christmas we would recommend ordering in advance.

Dispatch over Christmas and New Year

Our usual dispatch processes will be disturbed over this period. We will not be dispatching on Monday 26th December, Tuesday 27th December or Monday 2nd of January. Our normal Monday to Friday dispatches will resume on Tuesday 3rd of January.

Royal Mail and our other couriers will not be making deliveries on Bank Holiday days.

Click and Collect Orders

Our retail store will be closed on Monday 26th and Tuesday 27th of December and Monday 2nd of January. As such collections will not be possible on these days. Please also note our opening hours will be reduced on Saturday 24th of December (Christmas Eve) to 10am to 2pm. Collections will be available as usual, from 1pm on Wedsnesday 28th, Thursday 29th and Friday 30th of December and on Tuesday 3rd of January.


Dispatch Schedule

At the Vanilla Valley we dispatch Monday to Friday and aim to dispatch within 1 - 2 days of receiving payment.
Next Day orders placed before 12pm are prioritised to be sent same day.  We aim to dispatch most orders placed before 12pm the same day, although we cannot guarantee this for orders placed on Standard delivery. As we process dispatch notifications in bulk these are processed at the end of the working day, rather than at the time of dispatch.
Packages are dispatched via collections from Royal Mail and our couriers every afternoon, we do not "drop off" any parcels for delivery and as such our dispatch is confined to these collections. Dispatch cannot be made on a Bank Holiday.

Whilst every effort is made to deliver orders within our estimated time frames please be aware that delays may occur, on occasion, due to unforeseen factors. 360 Models Ltd. will not be held liable/responsible for delays to deliveries outside of our control, I.E. traffic or weather constraints, 3rd party delays or strike action.

UK Mainland Deliveries

Delivery estimates are based on postal and courier transit times i.e the time that the package is likely to be processed and out for delivery, this does not include the day that the order is processed by ourselves. 

Free Shipping over £30

Free Shipping on orders over £30 only applies to UK Mainland addresses only. Off shore islands and International shipping charges will apply at check-out. To receive free shipping, the total order must be over the £30.00 threshold after any discounts have been applied. These orders are generally sent out via a tracked service for delivery within 2 - 3 working days. This service provides a tracking number which is available on request.

For orders under £30 a £2.50 delivery charge is applicable which will be carried by standard 2nd Class Royal Mail post and in most cases will be delivered within 2 - 3 working days of dispatch, but we would expect an order to be delivered within the time frame of 5 days at worse case scenario. This delivery charge excludes all of the exceptions listed below. Delivery costs to these destinations are stated for customer reference. We aim to keep our postage costs to a minimum and are unfortunately bound by Royal Mail and Interlink Express stipulations.

Next Working Day - From £5.99

Next Working Day delivery is available for orders placed before 12pm for same day dispatch. If you wish to place an order for next day delivery after 12pm, please call us first on 0844 856 9986 to check availability, depending on how busy we are we may or may not be able to offer this service. If you are happy that upon placing an order for next working day delivery after 12pm that the order would not be dispatched until the next working day and therefore not delivered until the next working day after that, please feel free to select the service, there would be no need to call us for this.

This is a next working day service, as such deliveries on this service are made Monday to Friday only. Someone will need to be present to accept the delivery as the delivery requires a signature. Please provide a valid mobile number for the courier to contact you on when selecting this service; you will receive a text to notify you of your delivery slot.

UK Offshore & Highlands Deliveries

Offshore locations include Northern Ireland, Channel Islands, Scottish Highlands and Islands, Isle of Man and Isle of Wight.

Due to higher charges of couriers to dispatch to these areas and package size limitations of Royal Mail we are unable to offer the same free postage offer. We are constantly looking for better solutions however and have recently introduced a new courier service to reduce the cost of shipping to our customers in these areas. Shipping now begins from £4.95 to these areas. Price will increase dependent on weight. Deliveries to these areas are sent via a 3 day tracked courier service. 

International Deliveries

International Deliveries are available to both Europe and the Rest of the World. Once items have been added to your basket you will be able to change the shipping country to your location.
International deliveries are sent via International Post if under 2kg, and orders above 2kg are sent by either Interlink/DPD or TNT. Shipments to the United States over 2kg will be sent via TNT.

Upon Receipt of Goods

Upon receiving your order we ask that you check its contents and report any discrepancies found (if any) within 48 hours. You can contact us on 0844 856 9986. If any signs of damage to the box are evident upon delivery please check the contents before signing. If the goods look affected do not sign for the order, it will be returned to ourselves and we will issue a new order.
In cases of damaged good or missing items we will require photographs to allow us to investigate with our packing team and couriers.

Non-Receipt of Orders

Please inform us of non-delivery of your order within 7 days from the expected date of delivery, this allows ample, reasonable time to check with couriers whether your parcel is being held, tracking information can be provided and re-delivery or collection can be arranged. No claims for non-delivery of your complete order will be allowed unless the company is advised within 21 days from the order date for UK Customers or 35 days from the order date for Overseas Customers.
In the event of:
1.  Packages returned due to non-collection or arrangement of re-delivery;
Our couriers' agents will leave a note if no signatory is present to receive the delivery. It is your responsibility to call the delivery company to arrange a re-delivery, or collect the parcel.
2. Packages returned due to incorrect address supplied;
The customer is responsible for supplying the full and correct shipping address, orders will be sent to addresses as supplied.
You will be liable for the cost of us re-sending the goods if the parcel is returned to us marked as 'Not called for'. Failure to comply with these charges will result in the order being cancelled and refunded; original postages costs will not be returned. If a returned parcel is due to incorrect or insufficient address details provided you will be required to cover the cost of re-sending the parcel. Parcels will only be resent once the charges have been met.

Changes & Cancellations

As shipments are dispatched via collection changes to an order cannot be accepted once the order is with our packing and dispatch team and cancellations may not be accepted after 12pm as packages will be committed to our various collections.

Click & Collect

Click and Collect is available for local customers. Collection to be made within 2 working days of placing the order from our store in Nantgarw. Click and collect orders are processed Monday to Friday only, orders may be collected Saturday if placed before 12pm on Friday at the latest. Orders placed before 12pm may be collected the same day from 1pm. Order placed after 12pm may be collected the next working day from 1pm. Full terms and conditions can be found here.

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TEL: 0844 8569986
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