Help

How do I make a purchase?

You can shop directly on our website. We have the full collection available online, and promise you delivery within 5 working days. Get started by clicking right here!
If you would rather visit one of our stores, you can find them by clicking here.

Do I need to set up an account to make an online purchase?

No it is not necessary to set up an account. You can check out as a guest, and all you need to do then is provide us with your payment and shipping details.

Is my personal information kept private?

Yes. We take our customers’ personal information very seriously. You may read our privacy policy here.

Do you ship to countries other than India?

Yes we can, please email us at shop@vanillamoon.in. We will be in touch with you regarding shipping costs.

How long after placing an order can I expect to receive my shoes?

If the shoes are in stock, our standard delivery time is 3-5 business days. International deliveries will take 7-10 business days.

How can I track my order?

Upon placing your order you will receive a confirmation email. You will receive another email once we have dispatched your shoes to the shipping agent. This email will contain the tracking information and a link that you can use to track the status of your package.
When it is delivered, we will send you another email to inform you of the same.

What is your return / exchange policy?

We accept returns / exchanges up to 15 days after you receive the items. We will give you a refund and / or exchange your shoes provided they are not worn or damaged in any way.
In case of any manufacturing defects, we will give you a direct replacement as soon as possible.

How can I return or exchange my shoes?

If you have an account with us, it is very easy. Just log in, select the Returns / Exchanges option from the menu and follow the instructions. We will arrange to have your shoes picked up, and for your new pair(s) to be dropped off.
If you do not have an account, please sign up. If you don't want to, you can email us shop@vanillamoon.in with the necessary details (and pictures in case of damaged goods), and we will arrange for the pick up and drop off as required.

When can I expect my refund?

You will receive a refund up to 15 days after we receive the returned goods.

Do you have a physical store?

Yes. We have four stores. All details are available here.

How do I know my size?

We use standard European sizing, and our products run true to size. Please refer to our size guide for conversion details.

Help! I am a size 35 (or 42) and your size run is from 36 to 41 only.

Don’t worry! Our owner Deepika is a size 42 (and her best friend Timmie is a size 35); so she is very sympathetic to your situation. We take orders for sizes 35 and 42 so long as we have the lasts in production. Please email us at shop@vanillamoon.in with the style you are interested to order and we will check feasibility and get back to you asap. However, we will not be in a position to accept returns for shoes made in sizes 35 or 42 that have been made to order.

I wish to cancel my order, how do I go about it?

You have a 12 hour window after placing your order during which you can cancel. The option to cancel your order will be in your confirmation email. If you do cancel during this time, all charges will be reversed and you will receive your refund within 15 days.

Do you make shoes to order ?

Only our bridal collection is made to order. Email us at shop@vanillamoon.in for more details.

How many collections do you make in a year?

We have two primary collections each year –

  • Spring-Summer – in stores / online in March
  • Autumn-Winter – in store / online in September

These are supplemented by small transitional ranges which bridge the gaps between seasons.

My size has sold out, will I be notified when new stock is available?

You can write to us at shop@vanillamoon.in with your size and details of the style. We will do our best to get you a pair. If there are enough such requests for a particular style, we will be sure to manufacture them and ship directly to you.

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