Conditions of use




This page (together with the documents referred to on it) tells you the terms and conditions on which we supply any of the products (Products) listed on our website (our site) to you. Please read these terms and conditions carefully before ordering any Products from our site. You should understand that by ordering any of our Products, you agree to be bound by these terms and conditions.

You should print a copy of these terms and conditions for future reference.

Please click on the button marked “I Accept” at the end of these terms and conditions if you accept them. Please understand that if you refuse to accept these terms and conditions, you will not be able to order any Products from our site.

2. INFORMATION ABOUT US is a site operated by Vanilla Reindeer Ltd (we) . We are registered in England and Wales under company number 1118450 and with our registered office at 5 Resolution Close Endeavour Close Boston Lincolnshire PE21 7TS. Our main trading address is Unit8 Haven Business Park Slippery Gowt Lane Boston Lincolnshire PE21 7AA. Our VAT number is 284 1608 95


Our site is only intended for use by people or businesses resident in the United Kingdom. We do not accept orders from individuals or businesses outside the United Kingdom.

By placing an order through our site, you warrant that:

    (a) Your are legally capable of entering into binding contracts

    (b) You are at least 18 years old;

    (c) You are resident in the United Kingdom; and

    (d) You are accessing our site from the United Kingdom.


4.1 After placing an order, you will receive an email from us acknowledging that we have received your order. Please note that this does not mean that your order has been accepted. Your order constitutes an offer to us to buy a Product. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an email that confirms that the Product has been dispatched (theDispatch Confirmation) . The contract between us (Contract) will only be formed when we send you the Dispatch Confirmation.

4.2 The Contract will relate only to those Products whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other Products which may have been part of your order until the dispatch of such Products has been confirmed in a separate Dispatch Confirmation.


5.1 If you are contracting as a consumer, you may cancel a Contract at any time withinfourteen working days, beginning on the dayyou received the products In this case, you will receive a full refund of the price paid for the Products in accordance with our refunds policy (set out in clause9 below) less any re-stocking charges that may apply.

5.2 To cancel a Contract, you must inform us in writing. You must also return the Product(s) to us immediately, in the same condition in which you received them, and at your own cost and risk. You have a legal obligation to take reasonable care of the Products while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.


6.1 Your order will be fulfilled by the delivery date set out in the Dispatch Confirmation or, if no delivery date is specified, then within 30 days unless there are exceptional circumstances.

6.2 Any damage / claims MUST be notified to Vanilla Reindeer Limited within 24 hours of receipt otherwise no responsibility will be accepted.


7.1 The Products will be at your risk from the time of delivery.

7.2 Ownership of the Products will only pass to you when we receive full payment of all sums due in respect of the Products, including delivery charges.


8.1 The price of any Products will be as quoted on our site from time to time, except in cases of obvious error.

8.2 These prices include VAT but exclude delivery costs, which will be added to the total amount due as set out in our Delivery Guide.

8.3 Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you a Dispatch Confirmation.

8.4 Our site contains a large number of Products and it is always possible that, despite our best efforts, some of the Products listed on our site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a Product’s correct price is less than our stated price, we will charge the lower amount when dispatching the Product to you. If a Product’s correct price is higher than the price state on our site, we will normally, at our discretion, either contact you for instructions before dispatching the Product, or reject your order and notify you of such rejection.

8.5 We are under no obligation to provide the Product to you at the incorrect (lower) price, even after we have sent you a Dispatch Confirmation, if the pricing error is obvious and unmistakable and could have reasonably been recognised by you as a mis-pricing.

8.6 Payment for all Products must be by credit or debit card. We accept payment with MasterCard, Visa, Maestro and Visa Electron. We will charge your credit or debit card at the point of order.


9.1 When you return a Product to us:

    (a) Because you have cancelled the Contract between us within the fourteen-day cooling-off period (see clause 5.1 above) we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation. In this case, we will refund the price of the product in full, less a 25% – 50% (dependent on the product category) re-stocking fee plushandling chargeincluding the cost of sending the item to you. However, all items need to be in their original packaging and you will be responsible for the cost of returning the item to us. Anybespoke or“made to order”products are exempt and are non-refundable.

    (b) For any other reason (for instance, because you have notified us in accordance with paragraph 18 that you do not agree to any change in these terms and conditions or in any of our policies, or because you claim that the Product is defective) , we will examine the returned Product and will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case, within 30 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective product. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the time to you and the cost incurred by you in returning the item to us.

9.2 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

9.3 Damaged on delivery:

If the product is received by you and has any damage to the outer packaging then this must be noted when signing the carrier’s delivery note or hand held computer. If you take delivery and find any items damaged or missing within the packaging then please contact us within 24 hours of delivery.


10.1 We warrant to you that any Product purchased from us through our site is of satisfactory quality and reasonably fit for all the purposes for which products of the kind are commonly supplied.

10.2 Our liability for losses you suffer as a result of us breaking this agreement is strictly limited to the purchase price of the product you purchased.

10.3 This does not include or limit in any way our liability:

    (a) For death or personal injury caused by our negligence;

    (b) Under section 2(3) of the Consumer Protection Act 1987;

    (c) For fraud or fraudulent misrepresentation; or

    (d) For any matter for which it would be illegal for us to exclude, or attempt to exclude, our liability.

10.4 We are not responsible for indirect losses which happen as a side effect of the main loss or damage including but not limited to:

    (a) loss of income or revenue

    (b) loss of business

    (c) loss of profits or contracts

    (d) loss of anticipated savings

    (e) loss of data

    (f) loss of data, or

    (g) waste of management or office time however arising and whether caused by tort (including negligence), breach of contract or otherwise provided that this clause

10.4 shall not prevent claims for loss or damage to your tangible property that fall within the terms of clause 10.1 or clause 10.2 or any other claims for direct financial loss that are not excluded by any of categories (a) to (g) inclusive of this clause 10.4.

10.5 Please note that, since wood is a natural product and is subject to variations occurring naturally, it is not possible to guarantee an exact colour or total match in any window, please also note that any Products supplied will be unfinished unless otherwise stated.

10.6 If you feel that you have cause for complaint please email us before taking any further steps. We will endeavour to respond immediately to any complaint.


Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by email or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.


All notices given by you to us must be given to Vanilla Reindeer Ltdat [Unit8 Haven Business Park Slippery Gowt Lane Boston Lincolnshire PE21 7AA]. We may give notice to you at either the email or postal address you provide to us when placing an order, or in any of the ways specified in clause 11 above. Notice will be deemed received and properly served immediately when posted on our website, 24 hours after an email is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email, that such email was sent to the specified email address of the addressee.


13.1 The contract between you and us is binding on you and us and on our respective successors and assigns.

13.2 You may not transfer, assign, charge or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent.

13.3 We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.


14.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event) .

14.2 A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following:

    (a) Strikes, lock-outs or other industrial action.

    (b) Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war.

    (c) Fire, explosion, storm, flood earthquake, subsidence, epidemic or other natural disaster.

    (d) Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

    (e) Impossibility of the use of public or private telecommunications networks.

    (f) The acts, decrees, legislation, regulations or restrictions of any government.

14.3 Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.


15.1 If we fail, at any time during the term of a Contract, to insist upon strict performance of any of your obligations under the Contract or any of these terms and conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under the Contract, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations.

15.2 A waiver by us of any default shall not constitute a waiver of any subsequent default.

15.3 No waiver by us of any of these terms and conditions shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with clause 12 above.


If any of these terms and conditions or any provisions of a Contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.


17.1 These terms and conditions and any document expressly referred to in them represent the entire agreement between us in relation to the subject matter of any Contract and supersede any prior agreement, understanding or arrangement between us, whether oral or in writing.

17.2 We each acknowledge that, in entering into a Contract, neither of us has relied on any representation, undertaking or promise given by the other or be implied from anything said or written in negotiations between us prior to such Contract except as expressly stated in these terms and conditions.

We intend to rely upon these terms and conditions and any document expressly referred to in them in relation to the subject matter of any Contract. While we accept responsibility for statements and representations made by our duly authorised agents, please make sure you ask for any variations from these terms and conditions to be confirmed in writing.


18.1 We have the right to revise and amend these terms and conditions from time to time.

18.2 You will be subject to the policies and terms and conditions in force at the time that you order products from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you) , or if we notify you of the change to those policies or these terms and conditions before we send you the Dispatch Confirmation (in which case we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within seven working days of receipt by you of the Products) .


Contracts for the purchase of Products through our site and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) will be governed by English law. Any dispute or claim arsing out of or in connection with such Contracts or their formation (including non-contractual disputes or claims) shall be subject to the exclusive jurisdiction of the courts of England and Wales.


30% Seasonal Offer Codes – 30% off total basket value inc delivery, one time use.

Free Delivery on total Basket values over £30.

Vanilla Reindeer Privacy Policy.

Vanilla Reindeer Limited is committed to your privacy. In order to understand your rights, we encourage you to read this Privacy Policy. This policy describes how we collect, use, manage and store your personal information. Any information that we may collect about you will be used and stored in full accordance with the law (Data Protection Act 1988 and the General Data Protection Regulation (EU) 2016/679).

Our website may contain links to other websites of interest. We are not responsible for the content or privacy policies of these websites, or the protection and privacy of any information which you provide whilst visiting such sites.

What data we collect

When you create an account, we collect the following information about you:

  • First name
  • Last name
  • Gender
  • Title
  • Date of birth (not mandatory)
  • Billing address
  • Shipping address
  • (Mobile) Telephone Number
  • E-mail address

Of other recipients:

  • Name
  • Delivery address
  • {Mobile) Telephone number (required by the courier to deliver tracked parcels)
  • Email address (required by the courier to deliver tracked parcels)

We may also collect data from you if you participate in prize draws or competitions on our website or social media channels, e.g. name and email address. For any winners, we collect a postal address and a telephone number to fulfil the prize draw or competition, where required.

If you contact our customer service team by email, telephone or social media we may ask you to provide the following details e.g. name, email, telephone number and order information.

We do not collect credit or debit card data.

In addition, we collect data from our website to help us analyse the use of the website and services. This includes your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation paths, as well as information about the timing, frequency and pattern of your service use.

Most non-personal data is collected via cookies or other analysis technologies. You can modify your browser to prevent the use of cookies. For more information, take a look at our cookie policy.

How we use your data

The information that we collect will be used for two reasons:

Firstly, to process and fulfil your order, and to communicate with you regarding your order where necessary, and to give you the best possible support and after-service.

Once you have chosen to provide us with your personal information, it will be used to support your customer relationship with Vanilla Reindeer Limited.

Secondly, and if you opt in to receive marketing information from us, Vanilla Reindeer Limited uses your personal information to provide you with news of services and benefits, to personalise promotional offers and to help us better understand your needs and interests.

Who we share your information with

We will share your data with the team within Vanilla Reindeer, including but not limited to our customer service team and website customer accounts team, as well as other relevant persons involved in marketing and fulfilment of orders. Such as

Infigo, who host our website and manage our customer database. They store your data on their servers in the UK.

Boom Online Marketing, who provide SEM and outreach services

The Wonderland, who provide creative, marketing and social media services

Mailchimp, who we use for email marketing

Woobox, who we use to manage and administer prize draws and competitions

Sage Pay, who process your payment

Easy Post, who deliver the orders

Royal Mail, who deliver the orders

We take your trust in us seriously and we will not sell, rent or lease your personal information to others.

Consent and opting out: your rights

By using this website and creating an account, you signify your express acceptance of this policy. If you do not agree with part or all of our Privacy Policy, we cannot fulfil on the orders you place.

If you have opted in to receive our e-mail newsletter, and e-mail marketing communications, you can opt out at any point. Please use any of the following methods:

  • Select the e-mail “unsubscribe” link on the e-mail newsletter
  • Write or e-mail us (see contact us on the Homepage) being sure to provide your name, e-mail and postal address

Updating, changing and deleting the information we hold about you.

You have the right to request a copy of data we hold about you, in a structured, commonly used and machine-readable form to enable you to reuse your personal data for your own purposes across different services.

Any information we hold about you will be as accurate and up to date as possible. You can request the information that we hold about you by e-mailing If you find any inaccuracies, we will delete or correct them promptly.

If you have an account with us, you can access and amend any details yourself at any point.

You have the right to request that we delete the data we hold about you, unless we have a strong, relevant reason or legal obligation to retain it.

You have the right to ask us to not process your data for a specific purpose.

We will complete any valid request within 30 calendar days of receiving it in writing. Please send all requests in writing to We reserve the right to ask for additional information to identify your personal data and/or to verify your identity.

Data retention

Vanilla Reindeer Limited and the parties with whom it shares personal data about individuals will retain this data for a range of periods, depending on contractual obligation. We will not keep personal data for longer than necessary.

Any prize draw/competition data we and/or our partners hold will be deleted two months after the prize draw/competition has expired, unless you have opted in to receive marketing information.

Data for non-customers who have opted in to receive marketing information will be stored for twelve months for marketing purposes, after which it will be deleted, unless you have opened an account with us within this period.

Customer account data will be kept for as long as a customer uses their account or until you advise us in writing that you wish your information to be deleted.

Security and sensitive data

Vanilla Reindeer Limited is committed to keeping the information you have provided to us secure. To prevent unauthorized access or disclosure, to maintain data accuracy, and to ensure the appropriate use of the information we have physical and management procedures in place.

Depending on your browser, this security can be seen to be working with a symbol of an unbroken key or a closed lock on the bottom of the browser window.

With regard to sensitive information such as credit/debit card details, no one but Sagepay receives this information to process your order. All transaction information passed between Vanilla Reindeer’s site and Sage Pay’s systems is encrypted using 128-bit SSL certificates. Credit and debit card details are not stored on your account.

Changes to this policy

We may update this policy from time to time by publishing a new version on our website. You should check this page occasionally to ensure you are happy with any changes to this policy. We may notify you of changes to this policy by email or a message on our website.

If you have any further questions or comments about privacy, please don’t hesitate to contact us by e-mail ( or post.

Vanilla Reindeer Limited

Unit 8 Haven Business Park

Slippery Gowt Lane



PE21 7AA