FAQS

SHIPPING

HOW LONG DOES SHIPPING TAKE?

Standard Delivery is delivered within 2–5 Business days*


Express Delivery is delivered within 1-3 Business days*


* Please note: Delivery begins from the time the parcel is collected by Australia Post.


Visit https://viktoriaandwoods.com.au/pages/shipping for further information on shipping.

HOW MUCH DOES SHIPPING COST?

Standard shipping is FREE for all deliveries within Australia.


Express shipping is FREE for all orders over $300. $12 flat rate for orders under $300 within Australia.


Visit https://viktoriaandwoods.com.au/pages/shipping for further information on shipping.

DO YOU SHIP INTERNATIONALLY?

Yes we do, all international orders are shipped via DHL Express please visit https://viktoriaandwoods.com.au/pages/shipping for information on our international shipping policy.

I ONLY RECEIVED PART OF MY ORDER

If you are missing an item from your order, this could have been sent from one of our Boutique Locations. You should have received separate tracking information for all items.


If you have not received this, please contact customercare@viktoriaandwoods.com.au for assistance.

I HAVEN’T RECEIVED MY ORDER YET

We apologise for any delays in processing your order. During busy sale periods and lockdown periods there may be delays due to high order volumes.


If you have concerns, please contact customercare@viktoriaandwoods.com.au for further assistance.

RETURNS

CAN I RETURN MY ONLINE PURCHASE IN-STORE?

Viktoria & Woods offers exchanges and credit notes only in-store for online purchases.

To receive a refund this must be returned to our Viktoria & Woods Online Boutique.

HOW CAN I RETURN MY ORDER?

Email customercare@viktoriaandwoods.com.au to request an Return Authorisation number.


Once your return has been authorised, head to our Australia Post Returns Portal via the link below: https://return.auspost.com.au/VIKTORIA_AND_WOODS_CUSTOMER_RETURNS


Submitting your return via this portal offers flat rate return shipping of $12.50 AUD via Australia Post.


For more information on our return process please head to https://viktoriaandwoods.com.au/pages/returns

CAN I EXCHANGE AN ONLINE PURCHASE?

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 head to https://viktoriaandwoods.com.au/pages/returns

DO I HAVE TO PAY FOR MY ONLINE RETURN?

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 $12.50 AUD via Australia Post.

CAN I RETURN SALE ITEMS?

All sale items that are not marked final sale are eligible for an exchange or credit voucher, unless deemed faulty.

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.

Final Sale: All items marked final 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 item, you agree that the item cannot be returned. All styles 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.

CAN I RETURN AN ITEM I PURCHASED FROM DAVID JONES?

All items purchased at David Jones will need to be returned to David Jones. We do not accept David Jones returns.

If you have any concerns regarding a garment, please reach out to David Jones directly.

I HAVE A FAULTY ITEM FROM DAVID JONES, CAN YOU REFUND ME?

We can certainly assist with finding a replacement or repairing the item, to receive a refund, this will need to be returned to David Jones.

CAN I RETURN/ EXCHANGE AN ITEM I PURCHASED AT ONE OF YOUR STOCKISTS?

We are unable to accept returns or offer an exchange for an item purchased at one of our stockist.

PAYMENT METHOD

CAN I DO A SPLIT PAYMENT ONLINE?

Viktoria & Woods Online Boutique does not offer split payments. To purchase an item with multiple payment methods, please head to a Viktoria & Woods Boutique.


I HAVE RECEIVED AN E-GIFT CARD, CAN I REDEEM THIS IN STORE?

Yes, our e-gift cards can be redeemed in any of our 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.

CAN I PAY WITH AFTERPAY?

You can, we offer the below payment options.

Visa, Mastercard, American Express, Afterpay and PayPal.

CAN I PAY IN MY LOCAL CURRENCY?

We accept the following major currencies in NZD, USD, EURO, CNY, GBP, HKD, JPY, SGD, TWD.

Please select your currency in our currency selector drop down menu which is located at the bottom of our main menu on mobile and in the top right hand corner on desktop.

DO YOU CHARGE TAXES AND DUTIES ON INTERNATIONAL ORDERS?

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 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 information please head to https://viktoriaandwoods.com.au/pages/shipping.

EDITING AN ORDER

I NEED TO EDIT MY ADDRESS

Please contact customercare@viktoriaandwoods.com.au to edit your address.

Please note, our team will endeavour to edit this before it is dispatched, however, we are unable to guarantee this.

CAN I EDIT/ ADD ITEMS TO MY ORDER?

We are unable to add any items to your order once it has been completed.

We can swap the size of the same style. Please contact customercare@viktoriaandwoods.com.au if you would like to swap the size.

Please note, our team will endeavour to edit this before it is dispatched, however, we are unable to guarantee this.

I WOULD LIKE TO CHANGE MY ORDER TO EXPRESS

Please contact customercare@viktoriaandwoods.com.au if you would like to change your or der to express.

The team will send through an invoice to pay the express post cost. Once completed the team can dispatch your order express. Your order will not be dispatched until payment is confirmed.

Please note, our team will endeavour to edit this before it is dispatched, however, we are unable to guarantee this.

SIZING

WHAT IS YOUR SIZING LIKE?

Our sizing varies for each item and we typically suggest going your true size.

Pieces that are described as a relaxed or oversized silhouette have been designed slightly oversized. Therefore, you can size down in these pieces if you would like a slimmer fit.

Pieces described as a fitted silhouette have been designed to skim the body. Therefore, we suggest choosing your true size.

For further assistance on sizing for a particular style please contact customercare@viktoriaandwoods.com.au

WHAT IS YOUR SIZE CONVERSION?

For all size conversions, please head to our size guide here: https://viktoriaandwoods.com.au/pages/sizing


STOCK

AN ITEM IS SOLD OUT IN MY SIZE, WILL YOU BE RECEIVING MORE STOCK?

Stock is limited, however if a size in an item you are after is 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.