FAQs (Frequently Asked Questions)

Is it safe to order on your website?

You can order online from Big Vanilla with complete confidence and peace of mind. Our online ordering system is fully secure: all credit card transactions are processed in encrypted form by a certified secure-payment service provider, Protx Ltd. We do not see or store any credit card data when a customer orders through our website, other than the last 4 digits of the card number.

Can I order by phone or post?

Yes. Although most of our orders are taken online, you can call us on 0800 083 9278, and if we are not available just leave a message and we will call you back as soon as possible. Alternatively, you can send your order together with a cheque (payable to ‘The Kimono Company’) or credit card details to:
Big Vanilla, St James House, The Reddings, Cheltenham GL51 6RL.

Which cards do you accept?

Visa, Mastercard, UK Maestro, Solo, American Express and PayPal.

When will you charge me for my purchase?

We only charge you when an item is ready for despatch, not at the time of ordering. Transactions made with Big Vanilla may appear on your bank or credit card statement as ‘The Kimono Company’, ‘www.thekimonocompany.co.uk’ or similar. Big Vanilla is part of The Kimono Company.

How can I tell if an item is in stock?

Our website does not calculate stock levels automatically. However, we regularly update information on the product pages about availability of items, to guide you before you decide to purchase. If you prefer, contact us before ordering in order to check the latest availability.

How do I change the contents of my shopping basket?

You can change the contents of your shopping basket as many times as you like until you are ready to start the payment process (checkout). On the basket page, simply amend the quantity and click Update, or tick the Remove box and click Update.

When can I expect to receive the items I’ve ordered?

Delivery times vary, depending on stock availability. Estimated UK delivery times and stock information are given on each product page, under the Add to Basket button. Please use your order form to specify your desired delivery date, or contact us by email.

Can I return items for refund or exchange?

If you are not completely satisfied with your purchase, return any item to us in its original condition within 14 days of receipt, and we will gladly refund the cost of the goods or exchange them, as you prefer.

Will you be passing my name and contact details to other companies?

Absolutely not. We only retain information to be able to contact you about your orders, and we will not sell your contact details to third parties or bombard you with regular offers by email.

Do you have a shop that I can visit?

Sorry, no. We sell our products by internet and mail order only.

FOR OVERSEAS CUSTOMERS:

What currency are your prices in? How can I convert them to my own currency?

All prices are shown in British Pounds (Pounds Sterling). You can easily convert prices to your own currency by using our currency converter, for which you will find a link on all pages.

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