Customer Care

In this section we outline our store policies and try to cover all areas of the online shopping experience. If you think we have missed anything or have any suggestions, please email us at


The name that will appear on your statement will be  Susan Duckworth Ltd t/a Vanilla Ink 

We accept payment via credit card (MasterCard, VISA, American Express), via our secure payment gateway, Or direct bank deposits (For NZ customers only).

All personal info, address, email, credit card and banking details MUST be filled out correctly to ensure we can send your purchase expediently and correctly.


Vanilla Ink is 100% New Zealand owned and operated. We will try as hard as possible to give you the correct idea of sizing and if the items are available.

At times, you as a buyer may encounter the following situation with our online store:

A product that you have selected to buy is listed as being in stock, however, because we are also a physical store as well as an online shop, the shopper in our physical store could be buying the product at the same time as you. So there is a possibility that you might try to buy a product from Vanilla Ink online that is no longer available. If this happens we will happily apologise and refund you the full amount.


Orders will not be dispatched until payment in full has been received and Vanilla Ink is satisfied with the integrity of the order.

When we receive your order we’ll send you a confirmation email of your purchase. This will contain an invoice number of the item and its cost (as well as a tracking number) for its shipping.

As soon as we receive full payment we will send the item to you!

Vanilla Ink collects customer info so that we can process your orders as efficiently as possible. We respect your privacy and assure you that we will use this information responsibly. All your info is kept on super secret files and we won’t be giving your info away to any other parties.


We will use your information in the strictest confidence and will not give your info to any dodgy spam company. The info you provide will help us create an easy to use online store that will be chocca block full of goodness. And help us give you free stuff and enter competitions. We will keep your info private and we do not for any reason record credit card information.

Joining the Vanilla Ink mailing list is optional, however it is recommended, as it will benefit you in your shopping experience with us. Once again we keep this information private and secure.

If you have signed up to our mailing list and no longer wish to part of the Vanilla Ink simply email us with unsubscribe in the subject area, and we shall wipe you off the list. We adhere to the requirements of the NEW ZEALAND Privacy Act 1993.