FREQUENTLY ASKED QUESTIONS
At VB we always want to make sure all of our customers are taken care of but please contact us via the contact form in the shop so your inquiry gets to the team directly. Customer service questions and issues should always be submitted via the customer service form. No customer service concerns are handled via the VB social media channels. Be sure to review the shop policy and product listings in full for additional info on your purchases.
Fill out the contact form with your contact information including your website or YouTube channel for consideration.
Shop info & release dates are always sent out in the VB Newsletters so make sure you're signed up to receive those. The VB Team has also put together a VB Calendar for the villabeauTIFFul website. Here you will be able to find a monthly overview & an event list outlining all the upcoming VB releases, preorders, & other important dates. The calendar will be updated as information is released in the VB Newsletters.
If you believe there is a problem with your order or a product is defective or damaged (does not include being damaged in transit) once you receive it, please contact VB Customer Service via the contact form right away.
For VBPen issues, VB Customer Service must be contacted within 30 DAYS of ORDER DELIVERY.
For VBKit issues, VB Customer Service must be contacted within 14 DAYS of ORDER DELIVERY.
Pictures and a detailed explanation are extremely helpful. In order to qualify for a replacement, the product must be unused, with the original packaging, and approved by VB Customer Service in order to proceed with a return/resend.
Please note that while we always attempt to accurately capture the products in listing photos, actual colors may vary from what you see on your screen. Various products with the same color names may not match exactly due to different materials being used for each particular product and the manufacturing process.
No. Each preorder has a section requiring customer initials that states: “Once this order has been placed it cannot be changed or canceled under any circumstances.” Please make sure you are certain that you want to place the order prior to completing your purchase. Preorders for kits or any type of preordered product cannot be refunded or returned. Once orders are placed they cannot be changed (including shipping addresses) or canceled.
The mood board & sticker page sneak peek for the monthly VBKits are available in the preorder product listing. Please refer to those & the product description for the VBKit theme.
Absolutely NO cancellations for VBKit preorders once the kit has been revealed.
Sorry, but discount codes aren't handed out. At times, during the year there may be promotional events when a discount code is needed. Subscribe to the VB newsletter for all the latest news. You may get a discount on your purchase by earning VB Reward Points through the shop reward system.
Please limit the quantities you purchase to 3 pens of the same color/type/design unless another specific limit is stated in the individual listing. This is PER CUSTOMER / PER HOUSEHOLD not per order. Your order(s) will be canceled without notice if it exceeds the maximum amount designated for a particular pen. If you need a larger amount, contact VB Customer Service prior to releases. Please do not buy VBPens with the intent to resell. Do not make multiple accounts to purchase more than the given quantity limits. IF YOU PURCHASE FROM MULTIPLE ACCOUNTS, YOUR ORDERS WILL BE CANCELED WITHOUT NOTICE.
The quantity limits only apply to the specific product it is listed in. Individual pens are counted as separate quantity from the bundles. So if you buy, for example, 1 bundle of the new release VBPens (which includes a Brown Sugar VBPen) + 3 Brown Sugar individual VBPens, that’s totally fine. As long as none of the products exceed the limits stated in their specific listings. Quantity limits are based on release and inventory levels, so it’s always best to check the listing for each product prior to placing your order.
VB sticker samplers & mailer cards are promotional items. These are added to orders only while supplies last. We will not be taking requests for specific samplers or cards. As variations are selected randomly & based on inventory, you may receive duplicates if you place multiple orders.
All orders will be shipped from VillabeauTIFFul HQ in Seattle, WA via USPS (United States Postal Service).
USPS is the only postal service we use to ship packages. Please be mindful that once your order is picked up and not in our possession we are unable to provide any additional info other than what is stated on the USPS tracking website. This can include unforeseen delays and interruptions within the postal service that villabeauTIFFul is not responsible for. Please contact USPS directly for information on your tracking status or any issues/inquiries regarding postal service and package delivery.
Yes, we do! We want everyone all over the world to be able to have VB products. If you don't see your country in the list of countries at checkout, please reach out to customer service.
You will receive a shipping cost once you checkout. To determine your shipping rate for your specific country please add all of your items to your cart and enter your shipping information.
UK VAT UPDATE
Due to changes in the VAT treatment of overseas goods, VillabeauTIFFul unfortunately had to put a hold on shipping to the UK until further notice.
This policy change took effect on December 15th, 2020. Any orders placed after 12/15/2020 with a UK shipping address will be cancelled. The UK has been removed from our list of shipping destinations for the time being. Once we get the approval to ship to the UK again, we will continue service.
EU VAT UPDATE
Beginning July 1st, 2021 we will suspend shipping to the EU (European Union) due to the updated customs / VAT requirements. Any orders placed on or after 07/01/21 with an EU shipping address will be cancelled. Once we get the approval to ship to the EU again, we will continue service.
Regular order processing is between 3-7 business days. Shipping windows for new releases, holidays, new product launches, promotions (such as sales or Tiffy Specials/Tiffy Tuesday), and Kit Week are extended to 7-14 business days (no weekends). We appreciate your patience during these times as we get more orders than usual. VBKit preorders have specific shipping windows that are always noted in the original product listings.
Please check the shipping windows stated above and in the product listings prior to emailing VB Customer Service regarding shipping times. You will be emailed a tracking number once your order has been shipped. Please allow 24-72 hours for your tracking number to update.
The VB Studio doesn't have postal pick ups Friday through Sunday so any orders processed after Thursday's postal pick up begin shipping the following Monday in the order they are received.
Please be mindful that once your order is picked up and not in our possession we are unable to provide any additional info other than what is stated on the USPS tracking website. This can include unforeseen delays and interruptions within the postal service that villabeauTIFFul is not responsible for. Please contact USPS directly for information on your tracking status or any issues/inquiries regarding postal service and package delivery.
Current tracking issues? Please read this VB Blog for more info: Shipping & Tracking Delay Info
If you believe your package is lost or there is no movement on the USPS tracking website, please wait 3-4 weeks from the date the package was shipped before contacting VB Customer Service.
Sorry, but we cannot transfer orders or rewards between accounts. This includes accounts created by the same person under different email addresses. Make sure to sign into your VB account prior to completing your purchases in order to earn VB Points.
To access the rewards section, look for the black icon labeled “VB REWARDS” at the bottom left corner of the home screen on the Shop VillabeauTIFFul website. On mobile devices, it will be a black circle with a shopping bag icon.
When you choose to redeem a reward, a discount code will appear on your screen for you to copy & paste into the appropriate section at check out. The code will also be emailed to you, so check your inbox, junk folder, and promotions folder or search your inboxes for “You have unlocked a reward.”
The section where you enter your code will not appear until you click “CHECK OUT” in your cart. Enter your discount code into the box labeled “Gift card or discount code.” On mobile devices, you’ll need to click “Show Order Summary” at the top of the check out page to access the discount code option. Once it is entered, the discount should apply and your new total should appear.
No, once rewards are redeemed for codes, they cannot be cancelled / refunded / added back into your account. Once you have clicked “REDEEM” those points are deducted from your account and can’t be added back in if you change your mind and want to wait. You will not be able to get the points back and save for a larger reward once you have chosen to redeem one.
No, once rewards are redeemed for codes, they cannot be combined. Once you have clicked “REDEEM” those points are deducted from your account. Only one code may be used per order.
Referral rewards cannot be combined into one code. Each referral processes as a separate code through the reward system.
Sorry, you can only receive points on current purchases. In order to earn VB Reward Points, you must have signed up for a VB account, confirmed your account & VB Rewards membership, & be signed into your VB account prior to completing your order. Be sure to sign in to this account every time you place an order.
If you check out as a guest, you will not earn points for your purchase. If you signed up for a VB Rewards account after making a purchase, you will not be awarded those points. No discounts or codes will be applied to orders after they are placed and points cannot be transferred from one account to another.
No, points do not rollover or get deposited back into your account. Only redeem the codes that will be fully used for your purchase. For example, I wouldn’t advise using the $50 reward on a $10.50 order. The remaining points do not roll over or get refunded back into your account. Save the larger rewards for larger purchases, such as using the $50 reward on a $75 order, so you only have to pay the remaining difference. This way you get the most value for your rewards without wasting any points.
Yes, your rewards code can be used on a VBKit.
VBKits aren't on a subscription plan and you won't be automatically billed every month. They are available by preorder. Preorders open on the 20th of each month.
Preorders are always on the 20th of the month. A monthly newsletter is sent out the beginning of the month to remind you when it’s time to preorder. Keep an eye for IG posts and updates in the FB Group as well.
All kits are found in the category "VB KITS" or "LATEST KIT" in the store. Once the listing is live you'll go to the site, select your options, add to your cart and checkout. It's best to sign up for VB Newsletters so you'll always be updated with the latest news.
VBKit preorders open each month on the 20th. Spots are limited & only available until sold out. There is no guaranteed time table for availability. The best way to make sure you don't miss out is to set a monthly alarm for the 20th & preorder as close to that date as you can for the kits you want.
Once the allotted amount of preorders have been met, there won't be anymore kits available- no restocks of current or previous months. The products that are featured in each kit are specifically produced for that specific kit. Preordering right on the 20th of every month would be the best way to reserve your kit. The set amount of preorders can last 24 hours, a week, or even the whole month it just depends on the popularity of the kit. However, there will be extra loose products like paper, stickers, pens, etc and even at times full kits. It is not always guaranteed that the specific product you want will be available. Look for an email regarding kit extras information.
There are two options for the monthly VBKits:
- Basic Kit = $35.50
- Basic Kit + Paper Pack = $42.50
Prices for specialty VBKits, such as the Luxe Anniversary or Advent VBKits, may be increased due to the special items included in these kits.
At times, you may notice that the shipping cost is increased for certain kits at check out. We will always note in the VBKit product listings if there is a shipping increase due to the weight of the kit. Please be sure to review the product listings in full, especially any bold or red sections. Shipping cost is automatically calculated by USPS based on weight & location.
Each kit is a little bit different in regards to its contents but there's one product that is always the same in every kit is a Crystal VBPen. Basic products are VB Sticker Book, sticky note plus other surprises. Most of the products featured are exclusive to VB- you won't find them elsewhere.
Before preorders a mood board is revealed with the theme and the overall concept of the kit. Please keep in mind the photos are for inspiration use only and not the actual photos you'll find in the stickers. During “kit week” (the week when kits start shipping I do reveals on IG / Facebook Group / and a reveal video (Youtube).
Sneaks and product reveals always happen during kit week which is the week the kits get packed for shipping. Check the listing for shipping info and check in the FB page / IG for sneaks.
Sorry, but kits can't be combined with regular merchandise like stickers. The kits are prepacked and have special packaging that is weighed before preorders to get a rate on shipping. The kits are also on an automated shipping label service which categorizes the kits into batches. If another product is added to the order it will be placed in a Misc. batch and has to be manually entered into the system. This makes the shipping process very slow- please check-out with two separate transactions.
There are occasionally leftover full kits & individual kit items after the preorders are fulfilled. Those are listed in the shop at a later date, which is always announced in the email newsletter, in the VB facebook group, & on the shopVB instagram. For example, April kits were listed for preorder on March 20th, then shipped out mid-April, and the extras were listed in the shop on May 12th.
You can order an Extra-release full VBKit with other items, as long as your order doesn't include a preorder listing. Shipping won't be combined for multiple orders if you place them separately. So if you want to buy an Extra-release full VBKit & an individual pack of page flags for example, those are okay to purchase together in one order. If you also want to preorder a current VBKit, that will need to be a separate purchase from everything else.
The kit pen is exclusive to the kits that they are featured in (that's why the pen is named after the monthly kit). At times, there will be extras once the kits get sent out but only a few quantities it could be 1-200 depending on how many kits sold that month. If there are extras they will be released with the corresponding pen collection that complements the kit. For instance the Rainy Day Kit (sky blue with blue/aqua crystals) will be available (very small quantity) when the Rainy Days New Release Pen Collection launches (TBD). You can always post in the VB Official BUY SALE TRADE Group to see if anyone is selling theirs.
The pouches that hold the contents of the products are strictly just for packaging purposes. I use the pouches so all the kit is presentable, easy storing and planning on the go for you. At times, we may have extras and those will be listed in the shop. If you do receive a pouch that has imperfections please note that the pouches are for packaging and if there are extras then we’ll send you a new one. The pouches are just an added bonus to the kits and not included in the overall price of the whole kit.
Per our kit policy & the section in the VBKit listings that must be initialed before it can be added to your cart, once your order is placed it is finalized and cannot be changed. Please make sure your address is correct before you checkout.
If there was a sudden, unexpected move - please contact VB Customer Service right away to see if the address can be changed. Once VBKits have started processing for fulfillment, we are no longer able to update the address for you. In the event the address you entered is not up-to-date, the kit will be sent to the address that was used at checkout and it will be your responsibility to forward your mail to your new address.
If you believe your product is defective or damaged (does not include being damaged in transit) once you receive it, please contact VB Customer Service via the contact form right away. For VBKit issues, VB Customer Service must be contacted within 14 DAYS of ORDER DELIVERY. Pictures and detailed explanation are extremely helpful. In order to qualify for a replacement, the product must be unused and with the original packaging and approved by VB Customer Service in order to proceed with a return/resend.
We apologize if you're missing something from your kit and want to make sure you get it. Please email VB customer service right away within 14 DAYS of your kit being delivered. All the extra products do go up for sale after all the preorders are sent out, so we want to make sure there is an extra product for you.
If you preordered a VB Kit, you’ll get an email that the digitals are ready for direct download as soon as your preorder is marked as shipped. If you do not receive the email notification, check your spam and promotion folders first, then email customer service after kit week has ended.
Sorry no you can’t. The digitals are an exclusive bonus for preordered VBKits - it’s an added perk to preorder. They may not be purchased separately or shared with others.
Sorry, one of the perks in preordering a VBKit are the digital files. If you didn't preorder and bought the extra kits that are available once all preorders were sent out then you do not receive the digitals.
You have 1 year to download your digitals until they are taken off the server. There is a contract with the illustrator that the artwork is available for download within 1 year. It is best to download the digitals once you receive the email and store them in a drive or cloud storage.
Visit this page for more VBPEN 101 info : http://www.villabeautifful.com/vbpen101
Some VBPen tip lengths may be shorter or longer than others. Refills are cut by hand which can result in length variations, causing some tips to not extend as far as others. The tip length shouldn't affect the usage of the VBPen, its ability to write, or the flow of ink. You can also try switching out refills to see if another one will fit better to your liking.
If you believe your product is defective or damaged (does not include being damaged in transit) once you receive it, please contact VB Customer Service via the contact form right away. For VBPen issues, VB Customer Service must be contacted within 30 DAYS of ORDER DELIVERY. Pictures and detailed explanation are extremely helpful. In order to qualify for a replacement, the product must be unused and with the original packaging and approved by VB Customer Service in order to proceed with a return/resend.
YES, there is a limit stated in each listing. Please limit the quantities you purchase to the number that is stated in the individual listing. Your order will be canceled if it exceeds the maximum amount for one pen. The limits that are set in place are PER CUSTOMER/HOUSEHOLD and your order could be canceled if you make more than one order exceeding the amount. If you need a larger amount/bulk purchase (for gifts or other special circumstances) contact VB Customer Service at least 3-4 days before new release. At times the limit for a certain pen will be lifted depending on the stock status of that particular pen- if this is the case you may purchase more if you already exceeded the amount the first time.
Yes, you can. Think of a VB Reward like a gift certificate.
Discount codes/PR codes cannot be used on New Release Day