Returns Policy


Need to return or exchange something you just received? No problem! Please read through our policies below, and of course contact us if you have any questions. While we do everything in our power to make sure you are completely satisfied with your purchase, please keep in mind that Velvet Vixens is a growing company and may not have the same return and exchanges policies that you'll find at big box retail stores.

 

Return Policies

 

Timeline for returns:

  • You will be eligible for a refund only if the product arrives back to us within 14 days from the day the order was originally delivered. If we receive the product back 15-30 days of the day the order was originally delivered, you will be eligible for store credit to Velvet Vixens only. If the return arrives after 30 days of the day the order was originally delivered, it will be refused.
 

What can't be returned:

  • Items described as "Sale",  "Auction Items" or Discontinued Items” cannot be returned or exchanged.

  • Merchandise must have all tags attached, and all footwear returns must be sent back in their original packaging and without shipping labels affixed to them.

  • Lingerie, Shapewear, Cosmetics, Fragrances, Toiletries, and DVDs in which the protective wrapping has been removed by the customer are all not returnable.

  • Swimwear is returnable, however it must include the original liner and show no signs of wear. Please be certain to try on all swimwear with undergarments and keep the liner in place.

  • Any worn, soiled, altered, washed, or customer-damaged items cannot be returned and will be shipped back to you at your cost and no refund issued.

  • If you cannot be reached with your provided contact information within 30 days from when you initially received the item in question to purchase a ship charge to ship the un-returnable item back to you, the item will be destroyed and no refund will be issued.
 

What can be returned:

  • Any items not outlined in the "What can't be returned" section above are eligible for refund if returned to us withing 14 business days. Returns received by us between 15-30 business days are only eligible to be returned for store credit.
 

Return shipping charges information:

  • Shipping cost is non-refundable, unless we ship an item in error.

  • Returns will require the customer to pay for return shipping.
 

Returns Process:

Just follow the steps below for an easy return!

 

1. Contact our Customer Service via email sales.velvetvixens@gmail.com.  
2. Customer Service will issue you an RA# (Return Authorisation) after you contact us via email
3. Write your RA# on the outside of the package you are returning (your package will be returned back to you if this is not done) and include a copy of your receipt inside.
4. Ship your package back to:
    Velvet Vixens, 17 Danny Road, Lalor Park NSW 2147
* Please ship with tracking; we are not responsible for packages lost by shipping carriers.
5. You will be issued a credit memo stating the amount returned to either your store credit account or back to your original payment method within 7-10 business days of us receiving your return.

Exchanges Policies (AUS Only)


If your item arrives damaged, not as described, or is simply the wrong size for you, please contact our Customer Service team (M-F) and we will gladly replace any applicable items!
 

Timeline for exchanges:

  • You have 30 days from the date your order is delivered to return the item (the item must arrive back here within 30 days to qualify). If the return arrives after 30 days from the date the order was originally received by you, the customer, it will be refused. Once you receive the exchanged item, the same rules apply if you need to return or exchange it (so if you need to return the exchanged item, you will have the usual 14 days from date of that delivery to qualify for a refund, 15-30 days to qualify for store credit).

  • If an item arrives damaged, please contact our Customer Service team within 5 days of receiving the damaged item.
 

What can be exchanged:

  • Exchanges are available exclusively for orders that ship by Velvet Vixens and purchased through the website.

  • We offer only one exchange per order.

  • Exchanges are allowed for size only. Simply include the size you require when you contact customer service asking to authorize an exchange.

  • If your requested size is out of stock when we receive your package you will be issued a refund or store credit based on our posted return policy.
 

What can't be exchanged:

  • Items described as "Final Sale", "Sale", "Auction Items" or “Facebook Sales” cannot be returned or exchanged.

  • Merchandise must have all tags attached, and all footwear returns must be sent back in their original packaging and without shipping labels affixed to them.

  • Lingerie, Shapewear, Cosmetics, Fragrances, Toiletries, and DVDs in which the protective wrapping has been removed by the customer are all not acceptable for exchange.

  • Swimwear is returnable, however it must include the original liner and show no signs of wear. Please be certain to try on all swimwear with undergarments and keep the liner in place.

  • Any worn, soiled, altered, washed, or customer-damaged items cannot be returned and will be shipped back to you at your cost and no refund issued.

  • If you cannot be reached with your provided contact information within 30 days from when you initially received the item in question to purchase a ship charge to ship the un-returnable item back to you, the item will be destroyed and no refund will be issued.
 

Exchanges shipping charges information:

  • Exchanges will require the customer to pay for return shipping unless the original item shipped out is damaged or incorrect through no fault of the customer. We will pay for the shipping cost to get the new item to the customer.
 

Exchanges Process:

Just follow the steps below for an easy exchange! Please note, items purchased at Velvet Vixens must be returned or exchanged via our website and online Customer Service representatives.

1. Contact our Customer Service via email at sales.velvetvixens@gmail.com. .
2. Customer Service will issue you an RA# (Return Authorisation) after you contact us via email..
3. Write your RA# on the outside of the package you are returning (your package will be returned back to you if this is not done) and include a copy of your receipt inside.
4. Ship your package back to:
     Velvet Vixens
     17 Danny Road
     Lalor Park NSW 2147

* Please ship with tracking, we are not responsible for packages lost by shipping carriers.
5. Your exchanged item will be shipped out to you within 7-10 business days of us receiving your returned item
.