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Terms & Conditions

Terms & Conditions

We want you to be happy with all our products. Due to the nature of our business the majority of our products are customised to your own specification. Therefore, many of our products are non-returnable and non-refundable. Make sure before you commit to buy that you are totally happy with your chosen item(s).

Once within the checkout area you will see the order total including delivery charge. You will be asked to enter your name address, phone number and email address.
We accept the following methods of payment:


Bank Transfer
Paypal ( If you do not have a paypal account you are still able to make a ‘guest’ purchase via paypal.

 Please contact us via e mail at to discuss the possibility of other payment types.

You will be sent a confirmation via email and we will also inform you when your order has been dispatched.

Please ensure you check all your details on placing your order with us to make sure all the information is correct, as Vanilla Heart cannot be held responsible for any incorrect information once your order has been confirmed.

Design Proof Change Requests for Family Portraits and Family Tree

Depending on the complexity, please note that any requests to amend your design proof may take a further 5 working days.
One set of amends is included in the price.

Please note, once you have signed-off your design proof via email we will not be able to make any further changes

Non Returns Policy on personalised products

Personalised items that are specially made, or ordered, with your choice of name, message or other customised aspect that makes the item unique to your requirements can not be returned due to the personalised nature of the product as it can not be resold. So, unfortunately we are not able to accept any returns on our made to order personalised items. 


All products are created within 2 working days of your order being placed. It may be possible to stop your order being created if you contact us within 24 hours of your order being placed. Please email us at

Returns of damaged or faulty goods

We make all attempts to ensure that your product(s) are dispatched in 100% perfect condition. If you receive the goods and they are damaged, faulty or incorrectly supplied we may be able to supply replacement product(s) or offer you a full refund on return of the goods.  Please contact us within 1 working day of receipt of goods by phone on 07821 215678 Mon to Fri 9am to 5.30pm (GMT) and we will discuss your issues and arrange for replacement product(s) to be dispatched.

Use of images

Please be aware we may use some of the images we have created for you as samples for display, on our website or for advertising purposes. By accepting our Terms and conditions you will be agreeing to this.


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