Frequently Asked Questions


What is Chilli & Vanilla?

Chilli & Vanilla is a monthly gourmet food subscription box designed to help you discover the best gourmet food made exclusively by Australian artisanal producers.  

Each box will include a mixture of 6-8 sweet and savoury food made exclusively by artisan producers in the featured region. You can expect to get ready-to-eat gourmet goods such as chocolates, chutneys, snacks and drink mixers; to gourmet ingredients to bring your cooking to the next level like marinades, spice mixes and pantry goods. You'll never find these goods on your regular supermarket shelves!

Find out more about How It Works or more About Us.


What is a Subscription Box?

Think of a subscription box like a magazine subscription. Instead of getting a magazine full of pretty pictures each month, you'll get a box filled with a curated selection of gourmet goods to indulge in for the month!


How do I sign up?

Signing up to Chilli & Vanilla only takes a few minutes. Simply click here and choose the subscription plan that works for you.


What can I expect to get in the box?

Each box will include a mixture of sweet and savoury food made exclusively by artisan producers in the featured region. You can expect to get ready-to-eat gourmet goods such as chocolates, chutneys, snacks and drink mixers; to gourmet ingredients to bring your cooking to the next level like marinades, spice mixes and pantry goods. You'll never find these goods on your regular supermarket shelves!

You can also check out what went into one of our past boxes here.


Can I choose what's in my box?

Each month's box is curated with the goal of introducing you to new and exciting products. While we don't currently offer customisation, it's something we'll be working on in the future.


Do you cater for dietary requirements?

We do not currently cater for specific food allergies or preferences, but it is something we’re looking at in the future. We do however make sure there are some nut-free, gluten-free, vegan type or low sugar products in each box to help satisfy a wide range of needs.  

For example, in the Sydney gourmet box - the My Jam from Third Eye Food Co is vegan, the Dux Nutts Crumble organic, gluten free, dairy free and had no refined sugars, and the Soda Press Co Blueberry and Lime mixer is organic, artificial free and low sugar. 


Other subscription boxes seem to give so much more than what you provide! 

Our mission is to support Australia's artisan producers. 

Whereas other subscription boxes ask their producers to provide their products for free, we made a commitment from day one that we will pay for the products that go into each box.

In this way, you are directly supporting the producers we feature by purchasing a Chilli & Vanilla gourmet box.


When will I be billed and when will my first box ship? 

You will be billed when you put through your order. If you subscribe on or before the last day of each month, your first box will be shipped during the first week of the next month. 


What payment methods do you accept? 

We accept all major credit cards and Paypal. 


Shipping


When are the boxes sent out?

Each monthly box is sent out in the first week of each month.


How much does shipping cost?

Shipping Australia-wide is included in your subscription to major metropolitan regions. In some rare circumstances, if you are located in a rural or remote area, additional shipping costs may apply. In those cases, you will be contacted directly to be advised of any additional costs.


How will my box be shipped?

Your box will be shipped with a courier service to ensure hasty arrival to you. For areas with no courier service, your box will be shipped using Australia Post. 

Please note that couriers are unable to ship to PO Boxes so a physical address where a recipient will be available to sign for the package will need to be provided.

Chilli & Vanilla are not responsible or liable for any delay to delivery or damage caused that occurs while your box is in transit.


What happens if I'm not home when my box delivers?

If you are not home when your box delivers, a collection card will be left for you to organise collection or re-delivery at a time that suits you.

Please note the collection or redelivery timeframes allowed by the courier. If a package is returned to us for non-delivery, a redelivery fee will be applicable.


Do you ship internationally?

We currently only ship to Australian addresses. 


Billing


When will I be billed?

If you are a monthly subscription, you will be charged on sign-up, then on the 15th of each following month. If you are on a 3 or 6 month subscription, you will be billed upfront for the entire subscription period in order to access the full discounted price. You will automatically be renewed for another 3 or 6 month period on the 15th of the next month after each 3 or 6 month period. If you do not want to be automatically renewed, then you can purchase a Single Gourmet Box instead.  


I'm going to be away, can I skip a month?

If you are on a monthly subscription you can pause your subscription for a month. Go to your Subscription details here and select "Skip Next Renewal". Your subscription will automatically restart the next month. 


Gifts


How does a Single Gourmet Box Work?

Single Gourmet Boxes are the perfect gift for the foodie in your life or if you're keen to get a taste of what our subscription boxes are like.  You can order one here.

Like our subscription boxes, Gift Boxes include a curated selection of 6-8 gourmet goods from that month's featured regions and are sent in the first week of each month. 

Include message to go with your gift and we'll include it on a handwritten gift card.  If you also leave us your recipient's email address at checkout, we'll send an email letting your loved one know their gift is on the way.


How does a 3 or 6 Month Gift Card work?

Give the gift of a prepaid subscription to Chilli & Vanilla over 3 or 6 months with the flexibility for your lucky recipient to start their subscription when it's most convenient for them. Subscriptions redeemed using a Gift Card do not renew.

Gift Cards are sent the next business day in our signature envelope and includes a handwritten gift card with your special message. Delivery is via Australia Post Registered Mail. Delivery times for Australia Post can be found here.

You can purchase a 3 or 6 Month Gift Card via our Gift Shop.


I've been given a Gift Card, how do I redeem it?

Easy, to redeem, simply specify which Gift Card you have received on our Redemption Page, and enter the redemption code noted on the card. You will have until the expiry date specified on your gift card to redeem.

You will need to enter your payment details but we promise you won't be charged.


Account


How do I change my Payment Information?

Easy! Go here to edit your credit card details. You can also change your Shipping Address or make changes to your Subscription.


How do I change my Shipping Address?

Easy too! Go here to edit your Shipping Address. You can also update your Payment Information or make changes to your Subscription.


How do I cancel my Subscription?

We don't want to see you go, but your subscription can be cancelled at any time by accessing your Account.  If you are on a monthly subscription and have already been billed for the month, then the cancellation will be in effect for the next billing cycle. You will receive your box for that month as usual.  If you are on a 3 or 6 month subscription, your renewal at the end of your subscription period will be cancelled. You will continue to receive your boxes for the remainder of your subscription.  


Can I refund my Subscription?

Chilli & Vanilla do not offer refunds unless under extenuating circumstances. For 3 or 6 month subscriptions that have already commenced, Chilli & Vanilla may at its sole discretion agree to offer a partial refund in line with the subscription period.  


How can I reactivate my Subscription?

Simply log in and access your Account here. By clicking on the "Reactivate" button, you can choose to reactivate the same subscription package you had before, or change over to another subscription package.


Terms & Conditions


Where are your Terms & Conditions?

Our Terms & Conditions can be found here. Our Privacy Policy can be found here


Got all your questions answered? 


Our next featured region is the Fleurieu Peninsula! Join us by 31st October to receive your Fleurieu Peninsula gourmet box in early November.