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: The shipping timeframe begins when the parcel is collected by Australia Post.


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

HOW MUCH DOES SHIPPING COST?

Standard shipping is FREE for all deliveries within Australia.


Express shipping is FREE for all orders over $300 AUD. For orders under the $300 threshold, express postage can be added for a $12 AUD flat rate for shipping 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 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.

I HAVEN’T RECEIVED MY ORDER YET

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.

RETURNS

CAN I RETURN MY ONLINE PURCHASE IN STORE?

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 Customer Care to arrange a return customercare@viktoriaandwoods.com.au

HOW CAN I RETURN MY ORDER?

Email customercare@viktoriaandwoods.com.au to request a Return Authorisation (RA) number.


Once your return has been authorised, visit 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.

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 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.

CAN I RETURN AN ITEM I PURCHASED FROM DAVID JONES?

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.

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

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

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

Unfortunately, we are unable to accept returns or offer an exchange for Viktoria & Woods items purchased at one of our stockist as they are a separate entity.

CAN I APPLY A CURRENT PROMOTION TO A PREVIOUS PURCHASE?

Discounts cannot be retrospectively applied to previous orders or used in conjunction with any other offer.

PAYMENT METHODS

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 visit one of our Viktoria & Woods boutiques.


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 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.

CAN I PAY WITH AFTERPAY?

Yes, we offer the below payment options in our boutiques and online.

Visa, Mastercard, American Express, Afterpay and PayPal (online only).

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 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.

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 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 see https://viktoriaandwoods.com.au/pages/shipping.

EDITING AN ORDER

I NEED TO EDIT MY DELIVERY ADDRESS

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

Please note, our 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.

CAN I EDIT/ ADD ITEMS TO MY ORDER?

We are unable to add any items to your order once it has been completed. Instead, a separate order will need to be placed for any additional items.

We are able to 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 SHIPPING

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

WHAT IS YOUR SIZING LIKE?

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

WHAT IS YOUR SIZE CONVERSION?

For all size conversions, please see our size guide HERE.


STOCK AVAILABILITY

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

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.


AIRROBE

WHAT IS AIRROBE?

AirRobe is a circular market place where you can choose to add an items while you shop, it will be stored in your AirRobe wardrobe until you’re ready to re-sell, rent or recycle it.

Read about our partnership with AirRobe here.

For more information head to airrobe.com

HOW DO I ACCESS AIRROBE?

Once your order is complete, follow the steps in your AirRobe welcome email to create your account. Once your account is activated, all of your AirRobe items will be ready and waiting in your Circular Wardrobe until you are ready to list them on the AirRobe marketplace.

CAN I ADD VIKTORIA & WOODS PIECES THAT I PURCHASED PREVIOUSLY TO AIRROBE?

Yes, you can manually upload any product directly into your AirRobe account. Please find more information on how to do this via airrobe.com.

WILL MY V&W ACCOUNT AUTOMATICALLY LINK TO MY AIRROBE ACCOUNT?

We are two separate companies, therefore, our accounts are different and not linked. Once your item/s are added to your Circular Wardrobe, you will only be able to view these items in your AirRobe account.

I FORGOT TO ADD MY ITEMS BEFORE PLACING MY ORDER, CAN I STILL LIST THEM ON AIRROBE?

That is not a problem, you can manually upload any product directly into your AirRobe account. Please find more information on how to do this via airrobe.com.

WHAT DO I NEED TO DO ONCE I AM READY TO RENT OR RE-SELL MY ITEM ON AIRROBE?

All of your AirRobe items will be ready and waiting in your Circular Wardrobe. When you are ready to re-sell or rent your item/s update the condition in AirRobe, e.g. if they have been gently used and follow the steps to sell or rent. It is recommended that you upload an image of your piece to help buyers with their purchase decision.

WILL I RECEIVE PROMOTIONAL CONTENT FROM AIRROBE IF I ADD ITEMS TO AIRROBE?

When creating your account with AirRobe, you can tick the box for whether or not you would like to receive promotional information from them.

CAN I RETURN MY ITEM IF I HAVE OPTED TO ADD THIS TO MY AIRROBE ACCOUNT?

Yes, as long as all tags are attached and in a new condition, you can still return items you have added to your AirRobe account. Once you have submitted your return, you will need to remove this item from your AirRobe account.

I CAN'T SEE MY ITEM IN AIRROBE ANYMORE?

Unfortunately, we don’t have full visibility of items listed in AirRobe. If you have any questions regarding this, we encourage you to reach out to AirRobe customer support.

IF I RENT OUT AN ITEM VIA AIRROBE, CAN I STILL RETURN IT?

No, as per our returns policy any garments that are worn or no longer have the tags attached, we will not accept this return. Please review our returns policy here.

I ADDED MY ITEMS TO AIRROBE BUT HAVEN'T RECEIVED A CONFIRMATION EMAIL FROM THEM, CAN YOU HELP?

We are sorry to hear that you haven’t received your confirmation email. We do suggest checking your junk inbox just in case this has been redirected there. If you are still unable to locate it, we do suggest heading to the AirRobe website to sign up and upload your items manually.