The VRG GRL Story

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VRG GRL

ABOUT VRG GRL

How do I place an order?

I am having trouble placing an order

Why am I seeing a "Shipping Not Available" error message in checkout?

My discount code isn’t working at checkout

Can I use multiple discount codes or vouchers in one order?

What gifting options do you have available?

Placing an Order

When will my order be processed and shipped?

Will I receive an order confirmation?

I didn’t receive an order confirmation email. Did my order go through?

After You’ve Ordered

Can I edit or cancel my order after placing it?

Can I request a size change?

My order hasn’t shipped yet. Can I change my delivery address?

My order has shipped, can I still change my delivery address?

What happens if the parcel is delivered to the wrong address?

Can I upgrade my shipping to Express? (AU customers only)

Can I downgrade my shipping to Standard? (AU customers only)

Can I add an extra item after placing my order?

Can I combine multiple orders so they ship in the same parcel?

Changing or Cancelling an Order

I am missing an item from my order

I received the wrong item

I received a faulty item

Order Issues

What payment methods do you accept online?

What is Express Checkout?

What is Shop Pay?

Can I remove saved payment information?

Can I view your website in a different currency?

Is your website secure?

I'm having trouble completing checkout with my credit or debit card

What is Afterpay?

Who is eligible to use Afterpay?

Do you still offer Zip Pay as a payment option?

What currency is used online?

How is US pricing determined?

How is ROW pricing determined?

I’m an international customer - why does the price change between visits?

Can I pay in a different currency?

Payment & Billing

Can I return a sale item?

Do you offer rain checks/price matching?

What’s the difference between a sale, promotion or final sale?

Does VRG GRL offer first time discount codes?

Can I use a discount code on discounted items?

Do you offer ‘refer a friend’ discounts?

Promotions, Discounts & Sales

Do you sell Gift Cards?

Do you offer physical Gift Cards online?

How do I send a Gift Card to someone else as a gift?

Can I send a gift card to someone on a specific date?

I haven’t received my gift card

How do I use a gift card?

Why isn’t my gift card working at checkout?

How do I check the remaining balance of my Gift Card?

How do I check the expiry date of my gift card?

Can I have my gift card expiry date extended?

I’ve lost my gift voucher details - how can I retrieve them?

Why is my Store Credit/Gift Card amount different to what I thought it would be?

Gift Cards

What kind of packaging do you use?

How should I dispose of my packaging?

How does the compostable packaging affect my clothes?

Do you offer gift wrapping or special occasion packaging?

Packaging & Materials

ORDERS

Where are your orders shipped from?

Do you deliver internationally?

Will my parcel be tracked?

How long does delivery take?

How do I track orders?

Why hasn't my tracking updated?

My tracking has been updated to ‘Delivered’ but I can’t locate my parcel?

My tracking says ‘awaiting collection’ - where do I collect my parcel?

Do I need to sign for my parcel?

Can I add a signature on delivery?

What should I do if my package is delayed and I'm moving or travelling soon?

What happens if I'm not home to accept my order?

My parcel has been ‘returned to sender’. What happens now?

What are customs and do I have to pay them on my International order?

Can I request a parcel redirect after my order has shipped?

What countries do you NOT ship to?

What countries do you ship to?

General Delivery Information

What shipping service do you use and how long does it take? (Australia)

Australian shipping costs

Can I redirect an Australian parcel?

Can my parcel be sent to a PO Box or Australia Post Parcel Locker?

I applied for the Safe Drop option via MyPost - why was my parcel taken to the post office? (Australia only)

I mistakenly selected Click and Collect.

Does VRG GRL offer Click & Collect?

I chose ‘Click And Collect’. What happens now?

Can someone else collect my Click & Collect order for me?

How do I track my order? (Australia only)

Australian Delivery

Do you ship from an American Warehouse?

Can my United States parcel be sent to a PO Box or Military address?

United States - Will I be charged customs/duties on my order?

Can I redirect a US parcel?

What shipping service do you use and how long does it take? (United States)

How do I track my order? (United States only)

United States Delivery

What shipping service do you use and how long does it take? (ROW International)

ROW International shipping costs

Can I redirect a Rest of World International parcel?

Can my ROW International parcel be sent to a PO Box or Defence Force address?

Rest of World - Will I be charged customs/duties on my order?

How do I track my order? (Rest of World)

Rest of World Delivery

SHIPPING & DELIVERY

Where do I find your size guide?

How do I take my measurements?

I've looked at the sizing chart, but I am still not sure what size to order. Can you help?

Why am I different sizes in different styles?

Fit & Sizing

What is your release schedule?

Where do I find product care instructions?

What materials do you use, and are they sustainable?

Stock availability

Can I be notified when an item is back in stock?

Can I pre-order an out of stock item or item that is coming soon?

Why are some styles only available in a few sizes?

Why are some products not available in all sizes?

My item arrived creased/crinkled.

What is the true colour of your products?

Product Details & Releases

PRODUCTS, SIZING & RELEASES

How do I log in to my VRG GRL account?

What’s the benefit of having a VRG GRL account?

I’m having trouble logging in - what should I do?

Can I update an address in my VRG GRL account?

How do I update the personal information in my account?

How do I delete my VRG GRL account?

How do I sign up for VRG GRL Marketing emails?

How do I update my newsletter subscription information?

How do I sign up to VRG GRL SMS?

I am signed up to SMS - why didn't I receive an SMS when a collection/sale/promotion went live?

What are SMS quiet hours?

What is a wishlist?

How does wishlisting work?

Will I be notified if something from my wishlist comes back in stock?

Will I be notified if something from my wishlist goes on sale or is reduced in price?

How do I merge my VRG GRL accounts?

ACCOUNT & SUBSCRIPTION INFORMATION

Do you have a Loyalty Program?

What are the benefits of VRG GRL Society?

How do I join VRG GRL Society?

How will I receive my $10 AUD Welcome Voucher?

How do I earn points?

Is VRG GRL Society available worldwide?

Where do I see how many points I have?

How do I know which VRG GRL Society Tier I am in?

How is my VRG GRL Society tier determined?

I can’t see the points from my recent purchase in my VRG GRL Society account. Where are they?

Why does my VRG GRL Society account show a negative points balance?

Do my VRG GRL Society points expire?

Do Tier levels expire?

What happens if my Tier expires?

Do previous orders accrue points?

Is there a minimum spend for using my VRG GRL Society vouchers?

Help, I lost my VRG GRL Society voucher details.

Do Loyalty Vouchers created from points expire?

I am part of VRG GRL Society, why didn’t I receive a Birthday Voucher?

I accidentally put in the wrong date of birth, can I update this?

Can I return orders that I have used a VRG GRL Society voucher on?

If I return items, will I get my points back?

I received a voucher code via the app, why can’t I see it online?

What if I have an old email address or multiple email addresses and want to combine my accounts?