FAQ's

Orders & Purchases

Can I change or cancel my order after placing it?

Orders can be changed or cancelled before they are dispatched. Once an order has been dispatched it can't be cancelled, but you can return it under our Return & Refund Policy.

Can I place an order without creating an account?

Yes. You can check out as a guest. Simply add your items to the cart and follow the checkout steps.

Why haven't I received my order confirmation?

Confirmation emails are sent straight after a successful purchase. Please check your spam or junk folder and that your email address was entered correctly. If it's still missing, contact us at info@victoria-violet.com.

Can I add another item to an existing order?

We can't add items to an order once it's placed. Please place a separate order for the extra item.

Shipping & Delivery

Do you ship outside Australia?

No. We currently ship within Australia only, with free standard shipping on every order.

How long does delivery take?

Orders are processed within 2–3 business days, then delivered by Australia Post within 4–9 business days. Total estimated delivery time is 6–12 business days. See our Shipping Policy for details.

How can I track my order?

Once your order ships, you'll receive a tracking link by email. You can also follow your parcel on our Track Your Order page.

What should I do if my order is delayed?

Occasional delays can happen because of carrier operations, public holidays or weather. If your order hasn't arrived within 12 business days, email info@victoria-violet.com with your order number and we'll investigate.

What if my parcel is marked as delivered but I haven't received it?

Please check around your address, mailbox and any safe place, and ask household members or neighbours. If you still can't find it, contact us with your order number and tracking details and we'll help.

Can I change my shipping address after ordering?

Contact us as soon as possible. We can update the address before your order is dispatched, but not after.

Returns & Refunds

What is your return policy?

You can return items within 30 days of the day the last item in your order is delivered. If the deadline falls on a Saturday, Sunday or Australian national public holiday, it moves to the next business day. For change-of-mind returns, items must be unworn and unused with original tags and packaging, and you pay the return postage. If your item arrives faulty, damaged or torn, or we sent the wrong item or size, we cover the return postage. Returns must be sent from within Australia. Full details are in our Return & Refund Policy.

How do I request a return?

Email info@victoria-violet.com with your order number and the item you want to return. We'll reply with the return address and instructions. Please don't send items back before you hear from us.

How long does a refund take?

Approved refunds are issued to your original payment method within 10 business days of receiving your return. Your bank may need a few extra days to show it.

What should I do if I receive a damaged or incorrect item?

We're sorry if something isn't right. Email info@victoria-violet.com with your order number, a short description and photos of the item. We'll arrange a repair, replacement or refund, and cover the return postage. Your rights under the Australian Consumer Law are not affected.

Products & Sizing

How do I choose the right size?

Check the size guide on the product page and compare it with your own measurements. If you're unsure, email us before ordering and we'll help.

Will the colour look exactly like the photos?

We show our products as accurately as we can, but colours can look slightly different depending on your screen and lighting.

Will a sold-out item be restocked?

It depends on the style. Contact us and we'll let you know whether a restock is planned.

How should I care for my clothing?

Please follow the care label on your garment.

Payments

What payment methods do you accept?

We accept the payment methods shown at checkout, including Shop Pay, Apple Pay, Google Pay, Visa, Mastercard and American Express.

Which currency are your prices in?

All prices are in Australian dollars (AUD).

Is it safe to shop at Victoria & Violet?

Yes. Checkout runs over an encrypted (HTTPS) connection, and we never see or store your full card number. Never share card details or passwords by email.

Why is my payment being declined?

Please check your payment details and available funds, or try another payment method. If it still fails, contact your bank.

Contact

How can I contact Victoria & Violet?

Email info@victoria-violet.com with your order number and a short description. We're available Monday to Friday, 09:00–17:00 Sydney time (AEST/AEDT); Saturday and Sunday closed. We aim to respond within 24 business hours. Saturdays, Sundays and Australian national public holidays don't count, so a message sent on Friday at 4 p.m. will be answered by Monday at 4 p.m.

Who operates Victoria & Violet?

Victoria & Violet is operated by DEEVEE CAPITAL LTD (company number 16156916), 169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom.

Where can I find your store policies?

See our Shipping Policy, Return & Refund Policy, Payment Policy, Privacy Policy and Terms of Service.