Return Policy
At Victoria Melbourne, we are committed to ensuring our customers are 100% satisfied with their purchases. If you are not satisfied with your order for any reason, we are here to help. Please review the return process and policies outlined below.
Is it possible to return my order?
Yes, it is possible. If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receipt. In this case, the order must meet the following conditions:
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The product has been found to be defective immediately upon receipt.
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The order still contains all the appropriate parts, components and the packaging has arrived exactly as the product.
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Normal handling of the product is evident, breakage due to careless handling is excluded.
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Products for which hygiene is important have been thoroughly cleaned before the return process begins.
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We are entitled to charge the customer for shipping costs.
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An administrative fee of 5.5% and payment processing fees of 4.5% per returned item applies and will be deducted from the refund.
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A return will be processed within 7 working days and if the conditions are met, the return will be officially acknowledged within this period.
We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.
How to Return Your Order
If your order meets the above conditions, you will need to do the following to initiate the returns process:
Contact Us: Email us at info@victoria-melbourne.com within 30 days of receiving your order to request a return. Please include your order number, the reason for return with clear and close up pictures of the product in case of any defect/damage.
Approval & Return Address: Our customer service team will confirm if your return is accepted and provide you with the correct return address. (Please Note: Return will be canceled after 14 days from the time accepted if no response.)
Prepare Your Return: Securely pack the product(s) in the original packaging, including all accessories and items that came with it.
Ship the Return: Send the package to the return address provided and share the tracking number with our customer service team. You, the customer, are responsible for the shipping costs of returning the product.
Refund Process: Once we receive and inspect your returned item(s), we will process your refund within 5 days using the original payment method.
Exchange Policy
We do not offer exchanges or returns for items where the size sent is exactly the size you ordered. Please ensure you check the size guide carefully before making a purchase.
Cancellation Conditions
As we work with a fully automated system, orders are executed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery, so a refund is not possible upon receipt of the goods.
Non-Returnable Items
Products that meet the following criteria cannot be returned:
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Pre-ordered products.
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Items that have been used or are not in their original condition.
Additional Information
Contact Us: If you have any questions or need further assistance, please reach out to us via email at info@victoria-melbourne.com. Our team is available five days a week (Mon–Fri) and will respond as quickly as possible.
Return Process: All returns must be approved by our customer service before shipping. Unauthorized returns will not be accepted.
SHIPPING COST FOR RETURNS & EXCHANGES FROM/TO OUR ASIA WAREHOUSE WILL BE BORNE BY THE CUSTOMER.
Thank you for choosing us. We appreciate your business and are here to ensure your satisfaction with our products.
