Shipping policy

All promotional sale orders are final. Once placed, they cannot be cancelled or modified under any circumstances.

Before confirming your order, kindly review all details—especially your delivery address and product selection. Changes cannot be made post-purchase.

Product usage recommendation:

We suggest using our products within 6–8 months from the date of purchase for optimal results. You’ll find product-specific shelf life information on each product page.

• Our formulations consists of clinically active ingredients and are stored in temperature-controlled environments to preserve efficacy until dispatch.

• Once delivered, storage conditions are beyond our control. If a product degrades or expires due to improper storage or use beyond the recommended time frame, we cannot offer refunds or replacements.

• If you're buying multiple units of the same product, please consider your personal usage cycle before purchasing in bulk.

Shipping timelines:

During sale periods, due to increased order volume, deliveries may take longer than usual. We appreciate your patience and assure you we are working hard to dispatch all orders as swiftly as possible.

 In case of damaged or incorrect items:

You must notify us within 24 hours of receiving your parcel. Please share an unboxing video and clear images to support your claim.

 Note: Our sale structure, pricing, and order policies may vary for domestic and international orders.

PRODUCTS

Are your products vegan and cruelty-free?

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

Can I use your products while pregnant or breastfeeding?

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 our pregnancy safe.

I have questions about the products. How can I get in touch?

We're here to help! You can reach out to us on WhatsApp, email us at care@notjustvanilla.co

ORDERS

How can I place an order?

You can conveniently place a prepaid order on our website at www.notjustvanilla.co

Simply browse through the products, click “Add to Cart” next to your chosen items, and proceed to checkout once you’re ready. You’ll be asked to enter your contact and shipping details, after which you’ll be taken to the payment page to complete the purchase.

Once your payment is successfully processed, an order confirmation will appear on your screen.

Shipping Charges:

• Prepaid orders below ₹1000 will incur a ₹50 shipping fee.

• Orders worth ₹1000 and above qualify for free shipping.

Want to place a Cash on Delivery (COD) order?

No problem! Please reach out to us on WhatsApp or email us at orders@notjustvanilla.co with the following details:

• Full Name

• Email Address

• Mobile Number

• Complete Shipping Address

• Names and Quantity of the Products

For Partial COD, you’ll be required to pay ₹300 upfront, with the remaining balance payable in cash or UPI at delivery.

Both COD and Partial COD option is available only on orders over ₹1000 and includes a flat ₹100 shipping fee.

Please note that the COD option is not to be treated frivolously, as impulsive COD orders are wasteful of time, money and resources, and also a burden on the environment due to unnecessary carbon emissions .

Is my order confirmed because I have not received any confirmation on email/ message?

Once your order is placed, you’ll receive a confirmation via both WhatsApp and your registered email. If you don’t see it in your inbox, please check your spam folder.

Still nothing? Just contact us on Whatsapp or orders@notjustvanilla.co with your registered email ID, phone number, and a screenshot of your payment confirmation.

Payment was deducted, but my order didn’t go through—what now?

If the transaction failed but your money was debited, don’t worry. Most banks automatically reverse such payments within 7–14 business days.

If you need help or the refund hasn’t been processed, reach out to us via WhatsApp or email at orders@notjustvanilla.co

Where can I find my Order ID?

Your Order ID is shared in your order confirmation email and WhatsApp message once your purchase is successful.

How can I track my order?

Once your order has been dispatched, you’ll receive a tracking link via WhatsApp and email to follow its journey in real time.

Can I update my shipping address, phone number, or email after placing the 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 orders@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.

How are your products packaged?

Each product is securely placed inside a branded secondary box, which includes product usage instructions inside (revealed by tearing along the perforated edge). This is then placed in a protective brown shipping box with filler for safety during transit.

🧴 Note: Our packaging is designed with both product integrity and environmental responsibility in mind. We take great care to ensure that every item reaches you in optimal condition while minimizing unnecessary packaging waste. Rest assured, each product is packed with precision and care at our end.

CANCELLATIONS AND RETURNS

1. How can I cancel my order?

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 or email at orders@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.

When will I receive my refund if I cancel my order?

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.

RETURNS AND REFUNDS

Can I return or exchange my order?

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 or email at orders@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.

The package I received was open. What should I do?

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.

The product didn’t suit my skin. Can I return it?

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.

When will I receive my refund if my return is approved?

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.

For any further queries, you can contact us via WhatsApp, email us at orders@notjustvanilla.co

DELIVERY AND SHIPPING

What is the estimated delivery timeline within India?

We aim to dispatch all orders within 2–3 business days, excluding Sundays and public holidays.

• For metros and major cities serviced by reliable courier partners, delivery typically takes 3–5 business days after dispatch.

• For non-metro and remote locations, delivery may take 5–7 business days post-dispatch, depending on your area.

Please note that products in a multi-item order may be dispatched separately, depending on availability.

The delivery date estimates shown at checkout, on the product page, and in your order confirmation are tentative. Once your order is dispatched, you’ll receive a tracking link via WhatsApp and email. Our courier partners will attempt prompt delivery and may contact you if there are any challenges in locating the address or finding a suitable delivery time.

What if I’m unavailable to receive the delivery?

Our third-party courier partners generally make up to three delivery attempts. If you're unavailable during a delivery attempt, you'll receive a WhatsApp message to reschedule, and the delivery agent may also call to confirm a convenient time.

If all three attempts fail, the package will be returned to our warehouse. To have it re-shipped, a flat reshipping fee of ₹80 will apply.

If your order is marked as “delivered” but not received, please notify us within 48 hours of the delivery update. We won’t be able to raise a dispute with our courier partner beyond this time frame.

INTERNATIONAL SHIPPING

Do you ship internationally?

Not just yet — but we’re working on it! We’re in the process of enabling international shipping and hope to be able to deliver to your country soon. Stay tuned for updates on our website and social media!

PRODUCT USAGE AND STORAGE POLICY

• To help us address any concerns promptly and fairly, we request that any issues related to product defects or difficulties in usage be reported within 24 hours of receiving your order. Kindly note that if the product has been opened or used beyond this window, we will not be able to offer any resolution. Even if you plan to use your product at a later date, we strongly recommend unboxing and checking the items within 24 hours of delivery to ensure everything is in good condition.

• We also advise using our products within 6 to 8 months of purchase for optimal performance. (You can find the specific recommended usage period for each product on its individual product page.) After this duration, we will not be able to accept claims related to quality or degradation, as we cannot verify or control the storage conditions once the product has been delivered.

ENQUIRIES

How can I get in touch with you?

For any queries, you can contact us via WhatsApp or email at  care@notjustvanilla.co . Our support hours are Monday to Friday, from 10:00 AM to 6:00 PM (IST), excluding holidays.

I’m interested in featuring Not Just Vanilla in press or media coverage. Whom should I contact?

Please direct all press and media inquiries to care@notjustvanilla.co

I’m a social media influencer looking to collaborate. How can I reach out?

For collaboration opportunities, please get in touch with us at care@notjustvanilla.co

Are you hiring?

We’re always on the lookout for talented professionals. If you’re interested, please send a concise and focused cover letter along with your resume to careers@notjustvanilla.co
Let us know why you want to join Not Just Vanilla and what unique skills you bring—we’d love to hear from you!