FAQ

Most frequent questions and answers

We deliver to personal residences and places of business within the UK as well as free local deliveries in certain Glasgow postcodes.

Free Local Shipping (Excludes G60, G63, G65, G66, G67, G68, G78, G81, G82, G83, G84)

*During the COVID-19 pandemic, we will be suspending international shipments until further notice.

Yes we do! Free standard UK shipping is available on orders over £60 as well as FREE LOCAL delivery to certain Glasgow postcodes.

Free Local Shipping (Excludes G60, G63, G65, G66, G67, G68, G78, G81, G82, G83, G84)

If you are having trouble at any stage of the process, we are happy to help! Email us at [email protected] and we will respond in a timely manner.

Orders take 2-6 business days to arrive via standard shipping, depending on where it’s going.  During this time, our processing window can be up to 5 days.

**due to the overflow of volume with our carriers due to COVID-19, standard shipping can take up to 8 business days and unfortunately, it is out of our hands.

We never include receipts or inventory / packing slips inside any of our boxes, knowing that they are almost always a gift. In terms of prices, we don’t alter any of our products by removing tags or crossing out labels – we want to keep the packaging beautiful and intact – but many of our products don’t have price tags in the first place, and when they do, they are small and subtle. 

You sure can! Each Banilla Gift box has the option to add a free gift message on the product page.

In some occasions we may be able to change certain items in a box but cannot guarantee this.

Some items in our gifts may be substituted for equal or higher valued items than those shown in the photo. As we work with smaller makers and artisans who may change their packaging slightly before we have a chance to update the image.

Additionally, due to COVID-19, we have been experiencing some minor supply issues which may result in an item being substituted for one that is similar item and of equal or higher value. We cannot guarantee that you will be notified when these substitutions occur.

We’re constantly innovating and updating our product portfolio to refresh existing boxes, and we’re always coming up with new box ideas. 

We accept credit cards, including VISA, MasterCard, Apple Pay and PayPal.

Yes we do! Our gift cards allow you to purchase in multiples of 10 up to £50 as well as a £100 gift card which can be found here.

Due to the nature of the items we include in our gift boxes, we are unable to accept returns or issue refunds. In the unlikely event your gift box has arrived in less than perfect condition, please notify us within 48 hours of delivery so we have the opportunity to make it right for you! You can reach us via email at [email protected]

If you wish to cancel your order you must notify us within 24 hours by emailing us at [email protected]