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Go to the shopFrequently asked questions
Welcome to our FAQ page! Find quick answers about your favorite cookies and how to place your order anywhere in the United States.
Click on each question to discover the answer.
Why can't I order just less than 4 cookies?
You can't order fewer than 4 cookies because our commitment and the time we invest in each product are essential to deliver the highest quality. We've set this minimum to streamline our production processes and ensure the freshness of every cookie that reaches you. We are always dedicated to baking fresh products for happy customers.
Do you make vegan or gluten free products?
We do not offer this type of product at this time.
What are the ingredients of your cookies?
We pride ourselves on sourcing high-quality, real ingredients. In other words, you won't find anything that you can't pronounce or recognize, and no preservatives either. In our products, you can find some or all of the following ingredients, listed below in no specific order:
Butter, vegetable shortening, brown sugar, refined sugar, eggs, wheat flour, cocoa powder, various spices, chocolate, nuts, essences, leavening powders, dairy, dehydrated fruits, salt.
Why do certain cookie flavors vary in availability at times?
Our products are crafted to order, and we strive to keep all flavors available. However, the availability of certain flavors may be influenced by the availability of raw materials. If there are any issues with the ingredients, we may temporarily suspend certain products.
Additionally, we introduce special flavors for specific months or seasons. If you can't find a particular flavor, it's possible that it has been discontinued to make way for new and exciting flavors.
Stay updated on our seasonal flavors by following us on Instagram at @villavanilla_usa.
Can I freeze my cookies?
Absolutely! If you don't plan to enjoy them all in the same week, you can store the fun in your freezer for up to 3 months. Just make sure to keep them properly sealed in the cookie packaging.
Do my cookies require refrigeration?
If you plan to enjoy the cookies within the week of receiving them, they can remain at room temperature as long as humidity is controlled. Otherwise, it's advisable to store the cookies in the refrigerator.
How long do frozen cookies last?
We recommend keeping frozen cookies for a maximum of 3 months.
How can I heat my cookies?
If the cookies are at room temperature or in the refrigerator, simply remove them from the packaging and microwave them for about 10 to 12 seconds. Alternatively, you can bake them in an oven or an air fryer for 5 minutes at 350 degrees Fahrenheit.
If the cookies were in the freezer, take them out and let them thaw for approximately 3 hours. Afterward, remove them from the packaging and microwave them for about 10 to 12 seconds. You can also choose to bake them in an oven or an air fryer for 5 minutes at 350 degrees Fahrenheit.
How can I thaw my cookies?
When you're ready to enjoy the cookies, take them out of the freezer and let them thaw for approximately 3 hours. After that, remove them from the packaging and microwave them for about 10 to 12 seconds. If you prefer using an oven or an air fryer, bake them for 5 minutes at 350 degrees Fahrenheit. Another alternative is to transfer the cookies from the freezer to the refrigerator for one or two days before consuming them. This way, you'll have an extra week to enjoy them, following the heating instructions.
What is the best way to enjoy my cookies?
our box of cookies is a fresh and specially made product just for you. You can enjoy them as they arrive, but we recommend taking them out of the packaging and heating them in the microwave for about 10 to 12 seconds for an even more delicious experience. And if you want to take it to the next level, pair them with a scoop of your favorite ice cream.
Can you make custom cookies for special events?
Yes, we can create cookies tailored to your event or theme, provided the order is for more than 100 cookies, either in regular or mini presentation. For more information, please contact our sales team at pedidos@villavanilla-usa.com.
If my order is a gift, can I include a card?
Yes, we always think about the little details to make your gift special. You can add a card with your message or dedication to your gift during the checkout process.
Are there discounts available for large orders?
Yes, if your order is over $1000 USD, please contact our team, and we will provide you with a discount code.
If I have allergies, can I consume your cookies?
We make every effort to prevent cross-contamination, but it's important to note that we use the same equipment and utensils for all our products. This means we cannot claim to be an allergen-free environment. Several of our products contain common allergens such as nuts, oats, eggs, and dairy. Therefore, if you have specific allergies, it's essential to be aware that while we take precautions, we cannot guarantee a completely allergen-free product.
What sets your cookies apart from others?
What sets our cookies apart from others? We are a company dedicated to delivering artisanal products of the highest quality. We use only the finest ingredients and brands in the market, ensuring that every bite offers an exceptional experience. Our commitment to innovation means we're always developing new flavors to tantalize your taste buds. Our approach to customer service is highly personalized, treating each client as an integral part of our community. Essentially, we sell happiness in boxes, blending passion and love into every product. We share your love for great cookies, and it shows in everything we do.
Order and Payments
What are the Shipping dates?
We offer nationwide shipping to all of the USA.
Our shipping day is every Wednesdays.
When you place your order, you can choose the upcoming Wednesdays for shipping, and the delivery time will depend on the shipping option you select.
What are the pick-up dates and times?
Pickup day: Thursdays
Pickup times: 9:00 AM to 6:00 PM
Pickup location: Doral, Florida
Once you've placed your order, we'll get in touch with you to coordinate the pickup time for the Thursdays you've selected for order collection.
Can I collect from a local store?
At the moment, we don't have a local store open to the public. Currently, you can only pick up your cookies from our location in Doral, Florida. Be sure to follow us on Instagram at @villavanilla_usa to stay updated on potential future partnerships with your favorite local stores.
Do you deliver on Weekend?
No, our shipping days are Wednesdays and our local Pick up date are Thursdays.
I haven’t received a dispatch email/email confirmation?
Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a noreply email address. To ensure emails reach you, add the domain villavanilla-usa to your safe senders list.
What should I do if I'm unable to pick up my order at the designated time and day?
You can reach out to us through the same communication channel we used to contact you, and we can arrange an alternative day and time that works for both of us.
Why can't I order just less than 4 cookies?
You can't order fewer than 4 cookies because our commitment and the time we invest in each product are essential to deliver the highest quality. We've set this minimum to streamline our production processes and ensure the freshness of every cookie that reaches you. We are always dedicated to baking fresh products for happy customers.
Is it possible to receive a refund if I am unable to pick up my order?
When you place your order, our baking process begins as we bake specifically for each order. Due to this, we do not offer any refund methods or order cancellations. It's essential not to forget to pick up your order on the scheduled day.
Can I edit or change my order?
No, once you've placed your order, it cannot be edited or changed. Please review the details carefully before finalizing your order.
If my order is a gift, can I include a card?
Yes, we always think about the little details to make your gift special. You can add a card with your message or dedication to your gift during the checkout process.
Are there discounts available for large orders?
Yes, if your order is over $1000 USD, please contact our team, and we will provide you with a discount code.
Can I change my shipping address once my order has been placed?
No, once you've placed your order, it cannot be changed. That's why we kindly ask you to double-check and ensure that your shipping address details are accurate to receive your order correctly. We don't have refunds.
Where do you shipped?
We ship to all cities in the United States of America.
Can I cancel My order?
At this time, we do not provide refunds or accept order cancellations. Our baking process begins immediately upon order acceptance. Please make sure you are absolutely certain that you want our incredibly delicious cookies before placing your order!
What should I do if I haven't received my cookies yet or my address is wrong?
Once the package is handed over to the shipping carrier, the arrival time will depend on the selected shipping method and the timing chosen during checkout. Please be aware that there may be delays during holiday seasons. The estimated delivery time is an approximation and is not guaranteed. It's crucial to ensure that your address is correct and that the house or apartment number is well-detailed. If you reside in an apartment, please check with your front desk or building office, as some mailboxes may not accommodate our larger boxes. These details are essential to ensure the successful delivery of your package, we are unable to replace packages or offer refunds or cancellations.
What happens if the package is returned to Villa Vanilla due to an incorrect or incomplete address?
The package being returned to Villa Vanilla will result in an additional re-shipping charge equal to the initial shipping cost.
What happens if my package wasn't delivered because the address was inaccessible or the place was closed?
The shipping charges are not refunded for delays caused by closed locations or denied access to the delivery address.
Shipping & Pickups
Where are you located?
Villa Vanilla is situated in Miami, Florida, United States. Currently, we do not have a physical store. However, you can conveniently place your order on our online store with the option for shipping or pick-up. For pick-up orders, our location is in Doral, Florida (please check for days and conditions).
What are the Shipping dates?
We offer nationwide shipping to all of the USA.
Our shipping day is every Wednesdays.
When you place your order, you can choose the upcoming Wednesdays for shipping, and the delivery time will depend on the shipping option you select.
What are the pick-up dates and times?
Pickup day: Thursdays
Pickup times: 9:00 AM to 6:00 PM
Pickup location: Doral, Florida
Once you've placed your order, we'll get in touch with you to coordinate the pickup time for the Thursdays you've selected for order collection.
Can I collect from a local store?
At the moment, we don't have a local store open to the public. Currently, you can only pick up your cookies from our location in Doral, Florida. Be sure to follow us on Instagram at @villavanilla_usa to stay updated on potential future partnerships with your favorite local stores.
Do you deliver on Weekend?
No, our shipping days are Wednesdays and our local Pick up date are Thursdays.
I haven’t received a dispatch email/email confirmation?
Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a noreply email address. To ensure emails reach you, add the domain villavanilla-usa to your safe senders list.
What should I do if I'm unable to pick up my order at the designated time and day?
You can reach out to us through the same communication channel we used to contact you, and we can arrange an alternative day and time that works for both of us.
What is your return policy?
We do not have return or exchange policies as our products are perishable and are made specifically for you on a per-order basis.
Can I edit or change my order?
No, once you've placed your order, it cannot be edited or changed. Please review the details carefully before finalizing your order.
Can I change my shipping address once my order has been placed?
No, once you've placed your order, it cannot be changed. That's why we kindly ask you to double-check and ensure that your shipping address details are accurate to receive your order correctly. We don't have refunds.
Where do you shipped?
We ship to all cities in the United States of America.
Can I cancel My order?
At this time, we do not provide refunds or accept order cancellations. Our baking process begins immediately upon order acceptance. Please make sure you are absolutely certain that you want our incredibly delicious cookies before placing your order!
What should I do if I haven't received my cookies yet or my address is wrong?
Once the package is handed over to the shipping carrier, the arrival time will depend on the selected shipping method and the timing chosen during checkout. Please be aware that there may be delays during holiday seasons. The estimated delivery time is an approximation and is not guaranteed. It's crucial to ensure that your address is correct and that the house or apartment number is well-detailed. If you reside in an apartment, please check with your front desk or building office, as some mailboxes may not accommodate our larger boxes. These details are essential to ensure the successful delivery of your package, we are unable to replace packages or offer refunds or cancellations.
What happens if the package is returned to Villa Vanilla due to an incorrect or incomplete address?
The package being returned to Villa Vanilla will result in an additional re-shipping charge equal to the initial shipping cost.
What happens if my package wasn't delivered because the address was inaccessible or the place was closed?
The shipping charges are not refunded for delays caused by closed locations or denied access to the delivery address.
Ingredients & Allergen
Do you make vegan or gluten free products?
We do not offer this type of product at this time.
What are the ingredients of your cookies?
We pride ourselves on sourcing high-quality, real ingredients. In other words, you won't find anything that you can't pronounce or recognize, and no preservatives either. In our products, you can find some or all of the following ingredients, listed below in no specific order:
Butter, vegetable shortening, brown sugar, refined sugar, eggs, wheat flour, cocoa powder, various spices, chocolate, nuts, essences, leavening powders, dairy, dehydrated fruits, salt.
If I have allergies, can I consume your cookies?
We make every effort to prevent cross-contamination, but it's important to note that we use the same equipment and utensils for all our products. This means we cannot claim to be an allergen-free environment. Several of our products contain common allergens such as nuts, oats, eggs, and dairy. Therefore, if you have specific allergies, it's essential to be aware that while we take precautions, we cannot guarantee a completely allergen-free product.
What sets your cookies apart from others?
What sets our cookies apart from others? We are a company dedicated to delivering artisanal products of the highest quality. We use only the finest ingredients and brands in the market, ensuring that every bite offers an exceptional experience. Our commitment to innovation means we're always developing new flavors to tantalize your taste buds. Our approach to customer service is highly personalized, treating each client as an integral part of our community. Essentially, we sell happiness in boxes, blending passion and love into every product. We share your love for great cookies, and it shows in everything we do.
Refunds & Returns
Is it possible to receive a refund if I am unable to pick up my order?
When you place your order, our baking process begins as we bake specifically for each order. Due to this, we do not offer any refund methods or order cancellations. It's essential not to forget to pick up your order on the scheduled day.
What is your return policy?
We do not have return or exchange policies as our products are perishable and are made specifically for you on a per-order basis.
Can I edit or change my order?
No, once you've placed your order, it cannot be edited or changed. Please review the details carefully before finalizing your order.
Can I change my shipping address once my order has been placed?
No, once you've placed your order, it cannot be changed. That's why we kindly ask you to double-check and ensure that your shipping address details are accurate to receive your order correctly. We don't have refunds.
Can I cancel My order?
At this time, we do not provide refunds or accept order cancellations. Our baking process begins immediately upon order acceptance. Please make sure you are absolutely certain that you want our incredibly delicious cookies before placing your order!
What should I do if I haven't received my cookies yet or my address is wrong?
Once the package is handed over to the shipping carrier, the arrival time will depend on the selected shipping method and the timing chosen during checkout. Please be aware that there may be delays during holiday seasons. The estimated delivery time is an approximation and is not guaranteed. It's crucial to ensure that your address is correct and that the house or apartment number is well-detailed. If you reside in an apartment, please check with your front desk or building office, as some mailboxes may not accommodate our larger boxes. These details are essential to ensure the successful delivery of your package, we are unable to replace packages or offer refunds or cancellations.
What happens if the package is returned to Villa Vanilla due to an incorrect or incomplete address?
The package being returned to Villa Vanilla will result in an additional re-shipping charge equal to the initial shipping cost.
What happens if my package wasn't delivered because the address was inaccessible or the place was closed?
The shipping charges are not refunded for delays caused by closed locations or denied access to the delivery address.
