Returns Policy - TEST

 CHANGE OF MIND

At Viktoria & Woods, we understand your purchase may not be suitable and you may wish to return your purchase.  Subject to the conditions and exceptions below, if you change your mind about a purchase, Viktoria & Woods agrees as follows:

PURCHASE LOCATION

OUTCOME

RETURN METHOD

Online Purchase

-       Click & Collect

-       Ship from Store

-       Delivery

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

Full priced items: Viktoria & Woods agrees to offer you a refund (excluding delivery charges) and/or credit note. Credit notes are valid for 3 years from the date of issue and can be used in-store and online.

Temporary promotion on full price items: Viktoria & Woods agrees to offer you a credit note or exchange to the value of the purchase (excluding delivery charges). 

Sale items: Viktoria & Woods agrees to offer you a credit note or exchange to the value of the purchase (excluding delivery charges). 

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. By purchasing a final sale item, you agree that the item cannot be returned.

To receive a refund, full priced items must be returned to the online warehouse. Please refer to our return process below.

Full priced Items can be returned in-store for a credit note or exchange.

These can not be returned to a David Jones Concession Boutique.

In-store

Within 14 days from date of purchase:

Full priced items: Viktoria & Woods agrees to offer you an exchange or store credit note. Store credit notes are valid for  3 years from date of issue. 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

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.

Floor to Door

Within 30 days from receiving the item:

Full priced items: Viktoria & Woods agrees to offer you a refund and/or credit note. 

Sale items: Viktoria & Woods agrees to offer you a credit note or exchange to the value of the purchase. Credit notes are valid for 3 years from the date of issue and can be used in-store and online.

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. By purchasing a final sale item, you agree that the item cannot be returned.

These purchases can be returned to Viktoria & Woods Boutique.

These can not be returned to our online warehouse location or David Jones Concession Boutique.

V&W Outlet

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. By purchasing a final sale item, you agree that the item cannot be returned.

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 Boutique.

 

Exceptions to Change of Mind Policy:

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 is subject always to your rights under Australian Consumer Law.

 

GUARANTEES AND RIGHTS

You have rights under Australian Consumer Law which cannot be excluded or limited by us.  If within a reasonable timeframe of purchasing the goods from Viktoria & Woods, you believe the goods fail to meet a consumer guarantee, namely if the goods:

  • are not of acceptable quality;
  • are not fit for its purpose; or
  • are different from their description or sample,

you may be eligible for a repair, replacement or refund.

Viktoria & Woods will assess the goods to determine whether the goods fail to meet the consumer guarantees. If the problem with the goods is minor, we can choose to repair the goods, free of charge, instead of a replacement or refund.  If there is a major fault with the goods, you can ask for a replacement or refund.  The consumer guarantees will not apply if the goods have been misused in a way that caused the problem or if you were made aware of the fault(s) before you purchased the goods.

Goods returned under consumer guarantees must be accompanied with your invoice as proof of purchase.  Refunds will be processed using the original tender type. 

Please contact our Customer Care Team to notify us of any issues and we will work with you to resolve it as soon as possible at customercare@viktoriaandwoods.com.au.

 

HOW TO RETURN YOUR ONLINE ORDER

Return Methods

How you return your items will depend on where or how the goods were purchased:

 

ONLINE PURCHASES

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.

Please Note:

  • Returns for change of mind will be at the customer’s expense, this is paid via the Australia Post Returns Portal and is a flat rate for all returns.
  • Goods must be packed securely in a postage bag together with your original tax invoice and completed Returns Form. Goods being returned for change of mind must be in their original condition and original packaging.
  • If you choose not to use our Australia Post Returns Portal, Viktoria & Woods does not accept any liability for goods lost or damaged in transit.
  • To exchange an item for another size, colour or different item, please contact us via customercare@viktoriaandwoods.com.au to assist with an exchange.
  • For International Customer Returns please contact us. via customercare@viktoriaandwoods.com.au with your order number and the items you wish to return to initiate the return process.
  • Items purchased at a Viktoria & Woods boutique or David Jones store cannot be returned via the online returns process.

 

DOWNLOAD ONLINE 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 AET
Sat | 10am – 4pm AET

customercare@viktoriaandwoods.com.au

P: +61 3 9421 6781