FREQUENTLY ASKED QUESTIONS

Shop info & release dates are always sent out in VB Newsletters so make sure you're signed up to receive our emails. 

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, kit dates, & other important events. The calendar will be updated as information is released in the VB Newsletters. 

If 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. If you need to send photos, please wait until after we have sent a reply to your initial contact form request.

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. 

No customer service concerns are handled via the VB social media channels.  At VB we always want to make sure our customers are taken care of so please use the contact form for any shop/order questions or issues so that your inquiry goes directly to our customer service team. 

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.

Please fill out the VB Contact Form in the shop so that your message goes directly to our customer service team. Emails are responded to Monday-Thursday + half days on Fridays. Please allow 24-72 hours for a response. Emails sent over the weekends or during holidays will receive replies during the following business days.  

If you need to send photos, please wait until after we have sent a reply to your initial contact form request. When photos are attached to emails without anything in the body of the email, our system filters it to spam. 

Thanks for your interest! Please fill out the contact form & include a link to your blog website/YouTube channel/Instagram for consideration. 

VillabeauTifful does not currently have any promo or PR discount codes. You may get a discount on your purchases by earning VB Reward Points through the shop reward system.

We will not be taking requests for specific samplers or cards. VB sticker samplers & mailer cards are promotional items & are added to orders only while supplies last. Variations are selected randomly & based on inventory, so you may receive duplicates if you place multiple orders. 

Sale prices / discounts cannot be applied to any past or future orders. Any discounts or sale prices are only valid during the duration of the sale or promotion. 

There is no combined shipping of separate orders with past, day of, or future orders. This helps make sure our team at the VB Studio can process orders as quickly & efficiently as possible. 

Manually combining multiple orders, especially on heavy order days, such as New Releases, Tiffy Tuesdays, Kit Extras Releases, etc takes a considerable amount of time away from our team working to pack & fulfill orders.

With Tiff now being the only one at the VB Studio fulfilling orders, shipping windows are currently set for 7-14 business days (please note that this excludes all weekends & holidays). 

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. Please contact USPS directly for information on your tracking status or any issues/inquiries regarding postal service and package delivery.

Please contact VB Customer Service ASAP. Address changes are not guaranteed. Once an order is in the fulfillment stage or has been marked as shipped, we cannot make changes to the shipping information. It is the buyer's responsibility to verify shipping information is correct prior to completing purchases.

VillabeauTIFFul is not responsible for orders that get delivered to incorrect addresses. If a package is returned to the VB Studio due to an insufficient / incorrect address or the package is stated by USPS as undeliverable and is returned to sender, the buyer is responsible for covering the shipping costs to have the order resent.

Shipping costs are automatically calculated by USPS during checkout based on the total weight of your order, the kind of packaging required for shipment, & the distance from the VB Studio in Seattle, WA USA to your delivery destination. 

Yes, we do ship to many international destinations. Due to changes in the VAT treatment of overseas goods, VillabeauTIFFul unfortunately is no longer able to offer shipping to the EU/UK. All of our available shipping options will show in the list of countries on the checkout page. If you don't see your country in the list of countries at checkout, please reach out to customer service & we can double check for you.

You'll receive a shipping estimate once you go to checkout. To determine a shipping rate for a specific country, please add all of the desired items to your cart and enter your shipping information. 

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. Please contact USPS directly for information on your tracking status or any issues/inquiries regarding postal service and package delivery.

If you believe your package is lost or there is no movement on the USPS tracking website, please fill out the USPS Missing Mail form & wait for their response before contacting VB Customer Service.

Read this VB Blog for more info: Shipping Windows & Tracking Delay Info

The USPS Priority shipping window is based on their shipping times once a package has been accepted by the postal service - it does not reflect the order processing times for VillabeauTIFFul. Please allow 7-14 business days for your order to be processed for shipment.

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. 

Codes cannot be applied after a purchase has been completed. As long as the code has not expired, you can save it to use towards your next order. 

You can only earn 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 orders. Be sure to sign in to this same 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 earn points for that purchase. 

If you've shopped using different email addresses, those orders/rewards cannot be combined.

No discounts or codes will be applied to orders after they are placed and points cannot be transferred from one account to another. 

Expired codes may not be refunded. Once your code has expired, it can no longer be used. We recommend waiting to redeem a code until you are sure you're ready to place an order - please keep in mind the codes do have expiration dates of one year from the date of redemption.

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. 

We recommend waiting to redeem a code until you are sure you're ready to place an order - please keep in mind the codes do have expiration dates.

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. 

To access the VB Rewards section, look for the 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 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 keywords “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. 

Codes cannot be applied after a purchase has been completed. If you have any issues with using your code, please contact VB Customer Service prior to placing the order. 

At times, especially during the holiday season, the rewards app we use temporarily delays the processing time for referral rewards & points earned. This means it may take a bit longer than usual for shoppers to see an updated points balance or receive referral credits. These delays are only temporary, but all earned points will be updated & reflected in your account once processed.

All the VBPen FAQ & important details have been added to our VBPen 101 page: http://www.villabeautifful.com/vbpen101

Yes! The VBPen Catalog has all of the VBPens and their photos / details listed.

You can also create boards on Pinterest for both categories. Click HERE for a link to the VB Pinterest VBPen board to get you started.

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 VBPen is defective or damaged (does not include being damaged in transit*) once you receive it, please contact VB Customer Service right away. For VBPen issues, VB Customer Service must be contacted within 30 DAYS of ORDER DELIVERY.

If you need to send photos, please wait until after we have sent a reply to your initial contact form request. Pictures and detailed explanation are extremely helpful. In order to qualify for a replacement, the VBPen must be unused and with the original packaging and approved by VB Customer Service in order to proceed with an exchange. 

*VillabeauTIFFul is not responsible for packages that are damaged during transit/delivery once they have been accepted by USPS. Please contact USPS directly to resolve these issues and file a claim with the postal service.

Make sure you are using the TIP of the pen and not writing at an angle using the side of the pen tip. This is one of the biggest reasons why the ink skips - VBPens are not rollerball pens. Please check out our VBPen 101 page which has a list of tips for getting your ink flowing! 

Exciting News: Earn VBPoints for Opting Out of Ink Refills!

At VillabeauTIFFul, we’re always looking for ways to enhance your shopping experience and offer even more value. As part of our commitment to flexibility and rewards, we’re excited to introduce a new option for customers who don’t need ink refills with their pen purchases. Here’s how it works: When you purchase pens, we typically include complimentary ink refills with each one. However, if you choose not to receive ink refills for your order, you’ll earn 2 VBPoints per refill instead! These points can be used toward future purchases, giving you even more opportunities to enjoy your favorite products.

At checkout, you’ll see a question asking whether you need ink refills for your order. Simply select one of the following options from the dropdown menu:

• I didn’t purchase pens for this order
• Yes, I need ink refills.
• No, I don’t need ink refills. I’ll take the VBPoints!

If you choose VBPoints, please allow 24–48 hours after your order is completed for the points to appear in your account. VBPoints for complimentary ink refills will be manually added by our team and are available for new orders only.If you do need refills, no problem! We’ll gladly include them at no charge. For those opting out, VBPoints are a great way to enjoy more rewards on your future purchases. Thank you for your continued support and for being a part of the VillabeauTIFFul community. Whether you choose ink refills or VBPoints, we’re excited to provide you with thoughtful, rewarding options that make your creative journey even more enjoyable!