FAQs
FAQs
Shipping
Standard Delivery is delivered within 2–5 business days*
Express Delivery is delivered within 1-3 business days*
* Please note: The shipping timeframe begins when the parcel is collected by Australia Post.
Visit our Shipping page for further information on our shipping arrangements.
Standard shipping is FREE for orders over AUD$300 within Australia.
Visit our Shipping page for further information on shipping and pricing.
Yes we do. All international orders are shipped via DHL Express. Please visit our Shipping page for information on our international shipping policy.
If you are missing an item from your order, this is because it will be shipped to you directly from one of our V&W boutiques. You should have received separate tracking details via email if your order is being sent from multiple locations.
If you have not received this, please contact customercare@viktoriaandwoods.com.au for assistance.
We apologise for any delays in processing your order. During busy sale periods and in the event of enforced lockdowns there may be delays due to high order volumes or workforce restrictions.
If you have concerns, please contact customercare@viktoriaandwoods.com.au for further assistance.
We are offering same day delivery on weekdays, based on inventory at your nearest store. Orders must be placed before 11am local time. Delivery cost is $20. Delivery address must be up to 20km from the store location to be eligible for Same Day Delivery.
In order to be eligible for Same Day Delivery, your delivery address must be within or up to 20km of a Viktoria & Woods Boutique or warehouse. Orders must be placed before 11am local time for same day delivery. Orders placed after 11am will be delivered the next business day.
The cost of Same Day Delivery is $20 AUD. All Same Day Delivery orders will arrive before 6pm when ordered before 11am on the day.
Unfortunately, if your nearest boutique does not have your style or size of choice, your order will not be eligible for Same Day Delivery.
In order to receive Same Day Delivery, you must place your order online before 11am local time. Orders placed after 11am will be scheduled for delivery on the next business day.
Returns
Viktoria & Woods boutiques offer exchanges and credit notes only for online purchases that are returned in store.
To receive a refund, the online order must be returned to our Viktoria & Woods online boutique. Please contact our Customer Care to arrange a return customercare@viktoriaandwoods.com.au
Yes you can exchange an online purchase, please contact customercare@viktoriaandwoods.com.au for help reserving the item.
For more information on our return process please view our returns policy here.
All Online and Click & Collect returns for change of mind will be at the customer's expense.
Our Australia Post Return Portal offers flat rate return shipping of $10.95 AUD via Australia Post.
All sale items that are not marked 'Final Sale' or 'End of Season Sale' are eligible for an exchange or credit voucher, unless deemed faulty. Sale items cannot be returned for a refund.
All sale items purchased with a further discount on the already marked down price (e.g. take a further 20% off sale items) are considered final sale and will not be eligible for return, exchange or online voucher, unless deemed faulty by the company. By purchasing a sale item on further markdown you agree that the item cannot be returned.
All items marked 'Final Sale' or 'End of Season Sale' are not eligible for return, unless the item is deemed faulty by the company. 'Final sale' applies to items that have been marked down to clear. By purchasing a 'Final Sale' or 'End of Season Sale' item, you agree that the item cannot be returned. All items sold in the V&W Online Warehouse Sale are considered 'final sale' and cannot be returned or exchanged.
Full priced items purchased during a temporary promotion can be returned for an online credit note valid for 3 years from the issue date.
Refundid lets you access your refund instantly for your online return! Once you've lodged your return through Refundid, your funds will be received into your bank account within 30 seconds.
To use Refundid, see the steps below:
1. Select Refundid as your return option here
2. Enter your order number and email address and choose the items you'd like to return
3. Receive your instant refund in your nominated bank account
4. Send your order back to us within 7 days using the label provided to you
To learn more about Refundid, click here.
All items purchased at David Jones will need to be returned to a David Jones store. We do not accept David Jones returns in our V&W boutiques.
If you have any concerns regarding a garment, please contact David Jones directly.
We can certainly assist with finding a replacement for you, or repairing the item. please contact our Customer Care team for assistance.
To receive a refund, the faulty item will need to be returned to David Jones.
Unfortunately, we are unable to accept returns or offer an exchange for Viktoria & Woods items purchased at one of our independent stockists as they are a separate entity.
Discounts cannot be retrospectively applied to previous orders or used in conjunction with any other offer.
Payment Methods
Yes, we offer Afterpay (online & in store) and Klarna (online only) as Buy Now, Pay Later payment options.
Buy Now, Pay Later enables you receive and enjoy your items instantly, while paying for your purchase in instalments.
You must sign up for an Afterpay and/or Klarna account before checking out at V&W online to access these payment options.
We offer the below payment options when shopping at V&W.
Visa, Mastercard, American Express, Afterpay, Klarna (online only) and PayPal (online only).
Viktoria & Woods online boutique does not offer split payments. To purchase an item with multiple payment methods, please visit one of our Viktoria & Woods boutiques.
Yes, our e-gift cards can be redeemed in any of our V&W boutiques. Please present your email to our staff at the time of purchase to redeem.
Gift cards purchased in store can also be redeemed online at the checkout if your gift card has a 4-digit pin included.
We accept the following major currencies in NZD, USD, EURO, CNY, GBP, HKD, JPY, SGD, TWD.
Please select your preferred currency in our currency selector. If browsing our mobile site, expand our main menu and scroll to the bottom to locate currency options. When browsing on desktop, you will find this in the top right hand corner of the page.
Australia’s 10% GST is not charged on international orders. This tax will automatically be removed at checkout once your delivery address is complete.
PLEASE NOTE: When orders shipped internationally reach their destination country, they may be subject to local customs charges and clearance procedures that can cause delays beyond original delivery estimates.
Unfortunately, Viktoria & Woods cannot be held responsible for any possible custom duties, foreign taxes or other fees which may be enforced upon arrival. These will remain the responsibility of the customer. Please contact your local customs office for further information.
For more shipping details please view our shipping policy here.
Editing An Order
Please contact customercare@viktoriaandwoods.com.au to edit your delivery address.
Please note, our Customer Care team will endeavour to edit this before your package is dispatched. If the order has already been collected by Australia Post or DHL, we are unable to amend the delivery details.
We are unable to add any items to your order once it has been completed and sent. Instead, a separate order will need to be placed for any additional items.
We are able to swap the size of the same style if the order hasn't yet been dispatched. Please contact customercare@viktoriaandwoods.com.au if you would like to swap the size.
Please note, our team does their best to make any changes to orders ASAP, however we are unable to guarantee this. Our Customer Care team will advise what's possible for your order.
Please contact customercare@viktoriaandwoods.com.au as soon as possible if you would like to change your order to express shipping.
The team will send through an invoice to pay the express postage cost. Once completed the team can dispatch your order via express shipping. Your order will not be dispatched until payment is finalised.
Please note, our team will endeavour to edit this before it is dispatched, however, we are unable to guarantee this.
Sizing
Our sizing varies for each item and we typically suggest choosing your true size.
Pieces that are described as a relaxed or oversized silhouette have been designed to be worn slightly oversized. Therefore, you can size down in these pieces if you would like a slimmer fit.
Items described as a fitted silhouette have been designed to skim the body. Therefore, we suggest choosing your true size or if you prefer a looser fit you can try sizing up.
For further assistance on sizing and fit of a particular style please contact customercare@viktoriaandwoods.com.au
For all size conversions, please see our size guide here.
Stock Availability
In line with our sustainability values we order smaller quantities to minimise any wastage of excess garments. Therefore our stock is limited.
However if your size is showing as sold out online we recommend registering a back in stock request. Simply select your sold out size and a ‘notify if back in stock’ button will appear to be notified by email if your item comes back in stock.
Items marked as ‘limited stock’ will most likely not be restocked for the season so we recommend purchasing as soon as possible to avoid disappointment.
Expected delivery dates for Pre-Order styles are estimated to the best of our ability. Delays can sometimes occur due to reasons outside our control, such as fabric or maker delays. If these original estimated delivery dates are postponed we will be in contact to let you know.
