all you need to know
how long will my order take to be dispatched?
what if i change my mind when my order arrives?
what if my item is faulty?
how do i contact vbc?
what postal service will my order be sent with?
why can't i use clearpay payment with the bunny loungeset, safari loungeset or the birthday bunny children's pyjamas?
if i choose express postage, when will my order arrive?
This depends entirely on the items you have ordered and the size of your order. Most orders are dispatched within 7 days of ordering, however, if your item contains personalised items, you will need to allow longer, particularly if you have multiple personalised items. If you would like a specific timescale before or after ordering, you can contact us via the details under 'How do I contact VBC?' with your order number or items you wish to order.
Non personalised items can be returned within 14 days of receiving for a full refund (return postage is at the buyers cost). All personalised items are non returnable unless faulty. Please note all items are thoroughly checked and photographed before packaging ready to post to you, however, in the unlikely event you do receive your order in a condition which is beyond slight imperfection, then please do contact us so that we can rectify this issue as quickly as possible.
When you receive your order, please ensure you check your items within reasonable timescale. Any items not to standard or beyond slight imperfection should be notified to VBC straight away to allow a quick resolution. Please send all information including order number, name and contact details, along with any photographs showing the fault where possible.
You can contact VBC either via the contact us button or form on the main page of the website, the 'Let's Chat' speech button on the bottom left of the website, through instagram or facebook @vinaciebespokecreations or via e-mail at email@example.com where we endeavor to answer all queries within 72 working hours
All standard postage orders are sent either through Royal Mail 2nd Class tracked or Hermes 2-3 day service. This depends entirely on the courier collection days once your order has been completed & packed. If you choose express postage this will be sent on a next day service with Royal Mail or Hermes.
Clearpay have specific guidelines and rules in place, one of which being that all orders must be dispatched within 2 weeks of ordering. As these particular items are made to order with limited sizes and colours kept stocked, VBC is unable to guarantee the dispatch within 2 weeks. Although we always try to have most orders dispatched within this time, occasionally, some items may take a little longer to ensure the upmost love, care and attention to detail is taken. If you place your order via Clearpay for any of these items and they are not able to be dispatched within 2 weeks, your order will unfortunately be cancelled and you will need to replace the order using an alternative payment method. If you would like to check the likelihood of one of the above mentioned items being dispatched within 2 weeks before ordering, please contact us on one of the contact methods mentioned under the FAQ 'How do I contact VBC?'.
If you choose express postage at the checkout, this will upgrade your postal service from standard 2nd class Royal Mail or standard 2-3 day Hermes UK to a next working day delivery with either Royal Mail or Hermes. This does not reduce your dispatch time and will be sent once made and/or packed but on a faster postal service.
cancellations & returns
At Vinacie Bespoke Creations, wanting to give vbc customers the best shopping experience is so important. That’s why we believe our policies should be fair, clear, and transparent.
Most products at VBC are either made to order or personalised, meaning we are unable to accept returns or cancellations of those items. Once an order is placed the design process starts almost immediately meaning your order is created as quickly as possible.Alongside this, due to the personalisation, the time it takes to finalise the design, create and dispatch an order can vary depending on the items ordered and size of the order. Some orders may take up to 6 weeks where some are created and sent within 48 hours, but rest assured, no matter how quick or long your order takes, so much love, care and attention is given whilst making your products.
If you require an item for a specific date, it is strongly advised you get in touch before placing your order where we will always try to accommodate where possible.