You can place prepaid orders on our website at www.notjustvanilla.co. To place an order, click the “add to cart” button next to the product you wish to purchase. Once you have added all products to your cart, click on the “checkout” button.Thereafter, you need to add your contact details and shipping address. Once the contact information has been entered, you will be taken to the payment page. You can select your preferred payment method and make the payment. That’s it! Once the payment has been processed, you will see the order confirmation page with your order details. You will also receive a confirmation on email upon placing your order. For any other queries, you can reach out to us on WhatsApp on +91-9958924147 or via email on care@notjustvanilla.co

Even if you intend to use the product later, please open your package within 24 hours of delivery and check that the product condition is acceptable. We suggest making a video while opening the product and report any issues within the timeline of 24 hours after the delivery over WhatsApp or via email on support@notjustvanilla.co.

If the product is opened or used after the 24-hour window, we will not be able to assume responsibility or provide a resolution for any issues that may arise.

1. Is my order confirmed as I have not received any confirmation email/ message?

Once the order is successfully placed, you will receive a confirmation on your registered email address. If you have not received it, request you to please check your spam folder. If you are not able to find it, please reach out to us on WhatsApp on +91-9958924147 or via email on care@notjustvanilla.co

Once the order is successfully placed, you will receive a confirmation on your registered email address. If you have not received it, request you to please check your spam folder. If you are not able to find it, please reach out to us on WhatsApp on +91-9958924147 or via email on care@notjustvanilla.co with your registered email address, phone number, and the payment screenshot.

In case there is a failure in payment, please confirm if the information you have provided is correct and that your internet connection was not disrupted during the process.

If your account has been debited even after a payment failure, it is normally auto-credited back to your account within 7-14 business days. If you encounter any further difficulties or have any additional questions, you can contact us via email on support@notjustvanilla.co. Alternatively, you can also WhatsApp or call our customer care team at +91 9958924147. Our working hours are from 10:00 AM to 6:00 PM (IST) Monday to Friday (excluding holidays), and 10:00 AM to 4:00 PM on Saturday.

Order ID is provided in the confirmation message and email sent to you once the order is successfully placed.

You will receive an email and Whatsapp with the tracking link for your order.

We’re happy to help with such updates—but only if the request is made within 3 hours of placing the order or before dispatch, whichever comes first.

To request changes, contact us via WhatsApp or email at care@notjustvanilla.co

If your package has already shipped, address/contact changes will attract a fee (₹60–₹120), based on how much the shipping partner charges us for these changes.

Our Shipping partner will make an attempt to deliver your order 3 times. If the order is not delivered due to unavailability of the customer at the time of delivery, then re-shipping the order will be chargeable on actuals, about INR 100.

Each product comes with a secondary packaging, which is then placed in a brown shipping box. All information about our product, including the complete ingredient list is printed on the product and the secondary packaging.

We currently do not have an option of a gift box, however, we are happy to take such requests in exceptional circumstances for Prepaid orders. You can send us an email on care@notjustvanilla.co and Whatsapp on +91-9958924147 and we will try and provide the best possible help.

If you receive a damaged or incorrect product, please inform us within 24 hours of delivery with an unboxing video and photos as proof for our ease of escalation with the concerned teams. You can reach us on Whatsapp on +91-9958924147 or via email on care@notjustvanilla.co

Not yet, we currently ship within India only.

Orders placed during the sale period are final and cannot be cancelled or modified. This also applies to orders placed shortly before the sale begins.

For regular (non-sale) purchases, cancellations are only possible if the order has not yet been shipped. If you wish to cancel your order, please get in touch with us on WhatsApp on +91-9958924147 or email at care@notjustvanilla.co within 3 hours of placing your order—or before the order has been dispatched, whichever is earlier.

Once your order is shipped, we’re unable to accommodate cancellation requests.

Upon successful cancellation, the refund will be processed to the original method of payment. You can expect to receive the amount within 7–14 business days.

If you experience any delays or need further assistance, feel free to contact us via WhatsApp or email.

We accept returns only in cases where:

• The product has been physically damaged in transit
• The product has a manufacturing defect
• An incorrect or missing item was delivered

To initiate a return, please contact us within 24 hours of receiving your order via WhatsApp on +91-9958924147 or email at care@notjustvanilla.co , and share an unboxing video along with clear photos showing the issue.

Please note:

• The damage or defect must be clearly visible in the submitted images.
• Claims raised after 24 hours will not be accepted, as we are unable to escalate the issue with our delivery partners beyond this window.
• Returned products must be sent back in their original box and protective packaging. If the product is not returned in proper condition, the return will be disqualified and sent back to you.
• Used, opened, or tampered products, or those without intact serial numbers, are not eligible for return.

Once we receive your returned product, our team will inspect it. If your return is approved, a replacement will be sent. If found ineligible, the original product will be shipped back to you.

Please do not accept a delivery if the outer packaging appears to be open or tampered with. If you accept such a package, we won’t be able to take responsibility for any missing, incorrect, or damaged items.

You must report any issues related to product defects or difficulty in usage within 24 hours with an unboxing video and photos as proof for our ease of escalation with the concerned teams.

We’re sorry, but we do not accept returns for reasons related to skin compatibility. Skincare is a personal experience, and results can vary based on individual skin types and conditions. This is a standard assumption when purchasing personal care products. If you need help using a product correctly, we’re happy to guide you—feel free to reach out to our team.

If you have any additional questions, you can contact us via email on care@notjustvanilla.co. Alternatively, you can also WhatsApp or call our customer care team at +91 9958924147. Our working hours are from 10:00 AM to 6:00 PM (IST) Monday to Friday (excluding holidays), and 10:00 AM to 4:00 PM on Saturday.

Once your return is approved and the item is collected, it will be sent to our warehouse for a quality check. If it passes inspection, a full refund will be issued to your original payment method. Refunds are typically processed within 7–14 business days.

Absolutely. We take pride in being a 100% vegan and cruelty-free brand.

While our product range is formulated with ingredients which are safe to use during pregnancy and nursing, however, in some of our products we do use some ingredients for sensory experience - which at times may not suit a pregnant or a nursing mother. We strongly recommend consulting your doctor and to do a small patch test to find your personal preference.

Please follow the instructions on the Product Packaging. Our packaging will clearly mention which of our products are safe for pregnancy.

If you have any additional questions, you can contact us via email on support@notjustvanilla.co. Alternatively, you can also WhatsApp or call our customer care team at +91 9958924147. Our working hours are from 10:00 AM to 6:00 PM (IST) Monday to Friday (excluding holidays), and 10:00 AM to 4:00 PM on Saturday.

You must report any issues related to product defects or difficulty in usage within 24 hours with an unboxing video and photos as proof for our ease of escalation with the concerned teams.

We’re sorry, but we do not accept returns for reasons related to skin compatibility. Skincare is a personal experience, and results can vary based on individual skin types and conditions. This is a standard assumption when purchasing personal care products. If you need help using a product correctly, we’re happy to guide you—feel free to reach out to our team.

We're Sorry. All orders placed during special and festive periods are final and cannot be modified, changed or cancelled. Please double check your address.

We recommend using all our products within 6 to 8 months of purchase.

We work with carefully selected formulators and manufacturers. All products are manufactured by FDA approved facilities. We also use temperature controlled storage facilities to maintain the suggested temperature for maximum product efficacy.

Yes, but we recommend purchasing quantities that you would be able to finish within 6-8 months of purchase. Please ensure you check for any packaging defects within 24 hours of delivery.

Yes, we work in a small team and due to high order volumes it might take longer than usual. Rest assured we are doing everything to get your order to you at the earliest.