Return & Refund Policy
At Victoria & Violet, we want you to be happy with your purchase. If something isn't right, please contact us, and we'll do our best to assist you.
30-Day Return Policy
We offer a 30-day return period. You have 30 days from the day the last item in your order is delivered to request a return. If the 30th day falls on a Saturday, Sunday or Australian national public holiday, your deadline moves to the next business day. Business days are Monday to Friday, excluding Australian national public holidays.
To be eligible for a change-of-mind return, your item must be in the same condition that you received it: unworn, unused, with all original tags attached, and in its original packaging. You will also need your receipt or proof of purchase.
How to Return an Item
- Email us at info@victoria-violet.com with your order number and the item you would like to return.
- We will reply with the return address and instructions.
- Post the item to us within 7 days of our reply.
- Once we receive and inspect the item, we will let you know whether your refund is approved.
Returns must be sent from within Australia. We can't process returns sent from outside Australia.
Please do not send items back before receiving our return instructions. Our business address is for company identification only and is not a return address.
Return Shipping Costs
For change-of-mind returns, you pay the return postage. If your item arrives faulty, damaged or torn, or we sent you the wrong item or size, we cover the return postage and offer a repair, replacement or full refund.
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery and contact us as soon as possible at info@victoria-violet.com if an item arrives damaged, defective, or different from what you ordered. Photos of the issue help us resolve it quickly.
Your rights under the Australian Consumer Law are not affected by this policy. If a product fails to meet a consumer guarantee, you are entitled to a repair, replacement or refund, depending on the circumstances.
Non-Returnable Items
The following items cannot be returned for a change of mind (your consumer guarantee rights still apply if they are faulty):
- Items that have been worn, used, washed, or damaged after delivery.
- Items returned without their original tags or packaging.
- Personalised or custom-made products.
- Gift cards.
Exchanges
If you would like a different size or colour, please return your item following the steps above and place a new order for the item you want. For help, contact us at info@victoria-violet.com.
Refunds
Approved refunds are issued to your original payment method within 10 business days of receiving your returned item. Your bank or payment provider may need a few extra days to show the refund in your account.
If you have not received your refund within 15 business days of us receiving your returned item, please contact us at info@victoria-violet.com.
Contact Information
Store Name: Victoria & Violet
Company Name: DEEVEE CAPITAL LTD
Company Number: 16156916
Business Address: 169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom
Email: info@victoria-violet.com
Phone: +61 3 6736 1944
Customer Support Hours (Sydney time, AEST/AEDT):
- Monday to Friday: 09:00–17:00
- 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.