Returns Policy

EXTENDED HOLIDAY SEASON RETURNS POLICY

All purchases made between Wednesday 1st December and Friday 24th December can be returned up to Monday 10th January 2022. The standard returns policy conditions apply across this extended period.

ONLINE PURCHASE (INCLUDING CLICK & COLLECT)

Within 30 days from the date of delivery, or in store pick up:


Full price items:

Viktoria & Woods agrees to offer a refund and/or credit.


Temporary promotion on full price items:

Viktoria & Woods agrees to offer a credit note or exchange to the value of the purchase.


Sale items:

Viktoria & Woods agrees to offer a credit note or exchange to the value of the purchase.


Final sale items:

Viktoria & Woods does not accept returns of final sale items. This includes already reduced items purchased with a further discount or items marked as final sale.


All online and Click & Collect returns for change of mind will be at the customer's expense.


Purchases can be returned to any Viktoria & Woods boutique (excluding David Jones concession boutiques) for a credit note or exchange. Refunds are not offered in our boutiques.


Items purchased at a David Jones concesion boutique must be returned to David Jones for an exchange or refund. These items cannot be returned to Viktoria & Woods boutiques.

IN-STORE PURCHASE

Within 14 days from date of purchase:


Full price items:

Viktoria & Woods agrees to offer you an exchange and/or credit note. Refunds are not offered for change of mind.


Temporary promotion on full price items:

Viktoria & Woods agrees to offer you an exchange to the value of the purchase.

For example: this applies to items purchased during a '10% off full price items' promotion.


Sale items:

Viktoria & Woods does not accept returns or exchanges on sale items.


In-store purchases can ONLY be returned to a Viktoria & Woods boutique. These can not be returned to our online warehouse location or David Jones Concession Boutique.


Items paid for in store and shipped directly to the customer follow the online purchases policy and can be returned in store, as the customer does not have the opportunity to try on the garment before purchase.

OUTLET PURCHASE

Within 7 days from date of purchase:


Sale items: Viktoria & Woods agrees to offer you an exchange of equal or higher value. Refunds or credit notes are not offered for change of mind.


Final sale items: Viktoria & Woods does not accept returns of final sale items. This includes items purchased with a further discount or items marked as final sale.


These purchases can only be returned to the V&W Outlet boutique.


These can not be returned to our online warehouse location or David Jones concession boutiques.

EXCEPTIONS

For hygiene reasons, our change of mind policy does not apply to underwear, lingerie, swimwear, jewellery, face masks and hair accessories.


Viktoria & Woods’ Change of Mind Policy adheres to your rights under Australian Consumer Law.

HOW TO RETURN YOUR ONLINE ORDER

Goods purchased from Viktoria & Woods online boutique can be returned using our Australia Post Online Returns Portal.


Step 1. Contact our Customer Care team at customercare@viktoriaandwoods.com.au to request a Return Authorisation number (RA). We kindly ask you to include your original order number and the details of the item/s you wish to return in your RA request email.


Step 2. When you are issued with an RA number, our Customer Care team will also provide you with a link to our easy Australian Post Online Returns Portal. By using our Returns Portal you ensure your package is tracked by Australia Post on its way back to us.

Please ensure you include a completed Returns Form in your return parcel. This Returns Form was included in your online delivery, however you can also download this form here.


Step 3. Once you’ve completed your return request via the V&W Australia Post Returns Portal you will have the option to print or receive a digital return shipping label.

If you choose a print label, please download, print and attach to the outside of the postage satchel.

If you don't have access to a printer, select the digital option. At the post office, show your return label on your phone and they will scan your code and print out a shipping label on your behalf to attach to your parcel.


Step 4. We kindly ask you to return your item using the same satchel it was delivered in to help us reduce our environmental impact. If the satchel is no longer usable, please use a secure postage bag to return your item/s.


Once your return is received, please allow up to 5 business days for your return to be processed by our distribution centre.

RETURNS FORM

Can't find the Returns Form from your V&W online order? Download it here.

CONTACT US

If you have a concern, query or complaint relating to our Returns Policy or Returns Process, please contact us:


Email or live chat with our customer care team:


Mon - Fri | 9am – 6pm (AEDT)

Sat | 10am-4pm (AEDT)


E: customercare@viktoriaandwoods.com.au