General Returns Information

How do I lodge a return online?

All VRG GRL returns are processed through Refundid, making the process fast and easy. To lodge a return, simply:. Please make sure your items meet the conditions in our Returns Policy.Need more info? You can read Refundid’s FAQs here.

How long do I have to return my items?

You have 30 days from the date your order is shipped to lodge a return through our Returns Portal. Once your return is lodged, you’ll have 7 days to post your item back to us using the designated Delivery Service. Failing to dispatch your return with

How do I organise return postage?

When AU and US customers lodge a return through our Returns Portal, eligible customers will see the option to generate a prepaid return shipping label. This is the fastest and easiest way to organise your return - simply print the label and follow th

Do I get a pre-paid shipping label for my return?

When lodging a return, AU and US customers will usually have the option to either generate a pre-paid shipping label or organise your own return shipping. Anyone returning from outside these regions is required to organise their own return shipping.

I requested a prepaid return shipping label - what do I do now?

Once you’ve submitted your return request, you’ll receive instructions to generate and download your prepaid postage label. You can download it either as a document or a QR code. When your parcel is securely packaged and labelled, we recommend lodgin

I processed my return but I didn’t get a return label?

If you chose to have a label supplied (where offered) and haven’t received your label, start by checking your junk, spam or promotional folders - in case it was delivered here. When lodging your return, you’ll usually have the option to generate a re

Do you offer exchanges?

We don’t currently offer online exchanges. If you'd like to change size, colour or style, you're welcome to return any eligible item for a refund or store credit, and repurchase your preferred piece. You can find more details on how to lodge a return

What is Refundid?

Refundid is the third party company we use to facilitate our returns. One return option available to eligible customers is Instant Refunds*, which sends your refund instantly to your bank account as soon as your return is lodged - no need to wait for

What is ‘Instant Refunds’?

Instant Refunds are a service powered by Refundid that lets eligible customers get their refund right away - before the return has reached us. This option is only available to eligible customers in Australia and the United States. To use this service

What do I need to access Instant Refunds?

Instant Refunds are available to eligible customers in Australia and the United States through our returns partner, Refundid. To use this service, you’ll need to create a Refundid account. This allows Refundid to securely verify your identity and pro

Is there an alternate way to return items other than using Refundid?

All returns must be lodged through Refundid. They manage the full return process on our behalf to help keep things smooth and simple. Refundid will guide you through each step, generate your return label (if applicable), and may offer an Instant Refu

Why has my instant refund been reversed?

There are a few reasons why an Instant Refund may be reversed through Refundid:. VRG GRL is not responsible for any reversal of funds if the return was not completed in line with Refundid’s return process or tracking requirements. If your Instant Ref

Why can't I select Instant Refunds as my refund option?

Instant Refunds aren’t available to all customers or in all regions. You can check availability for your location by selecting your region here. Even if your region is supported, there are some exclusions. For example, if you’ve previously failed to

Are there any products that aren't eligible for return?

Yes - some items aren’t eligible for return due to health and safety reasons or because they’re marked for clearance. These include:. These exclusions apply even if the item is unworn or unused. Before lodging a return, please double-check any return

I accidentally put my return in the wrong bag - what do I do?

Please don’t worry - we understand mistakes happen, whether you were in a rush or the post office has accidentally mixed up your labels. If you realise you’ve placed your return in the wrong parcel, please contact our Customer Success team here as so

Do you cover return shipping costs?

At VRG GRL, we aim to make returns as seamless as possible. While we’re not able to cover return shipping costs in all situations, here’s what’s available:. Australia - If you select Store Credit and choose the 'Free Return' option, we’ll cover the r

How much does it cost to return an item?

When lodging a return, AU and US customers will have the option to choose a prepaid shipping option. Here’s a breakdown of the costs by region:. Australia - A $9.50 AUD return shipping fee applies and will be automatically deducted from your refund.I

Can I return multiple orders in one parcel?

Yes, you're welcome to send back multiple items or orders in the same return parcel to save on postage. Here’s how it works:. If you're lodging separate returns but sending everything together in one parcel, you can enter the singular tracking number

Can I return something that was purchased with a gift card?

Yes, items bought using a Gift Card as payment can be returned, as long as they meet our standard Returns Policy.If your return is eligible, the amount paid with a Gift Card will either be returned to the original gift card, or will be placed on a br

Can I return an item if I used a discount code?

Generally yes, but it depends on the discount code. Each code has its own terms and conditions, so please check these to confirm if your purchase is eligible for return. You can view Promotional Terms and Conditions here. As with all purchases, retur

How do I return an item if the refund portal's identity confirmation fails?

If you’re having trouble verifying your identity in the Refundid returns portal, try the following:. If you’re still unable to access the portal, contact our Customer Success team via our contact form here. We’ll help you complete your return.

What if I chose to have my refund processed as a store credit?

If your return is processed as a store credit, you’ll receive it in a separate email as a VRG GRL e-Gift Card. Your Gift Card will include an expiry date, so be sure to take note of it. You don’t need to use the full balance in one transaction, with

What if I miss the return deadline due to unforeseen circumstances?

We understand that sometimes life gets in the way, and unforeseen circumstances can make meeting return deadlines difficult. If this happens, please get in touch with our Customer Success team here. While we can’t always guarantee an extension, we’ll

Do you allow people to drop off returns directly to your Distribution Centre?

Yes, we offer free returns drop-off at our Brisbane, Australia Distribution Centre for select return options*.*Please note: this option is not available for the ‘Instant Refunds’ return option or the 'Instant Exchange' option, as proof of return is r

Are there any fees when using Refundid?

Refundid is free to use - customers do not pay for this service. Any selected return postage cost will simply be deducted from your refund amount (as shown when submitting your return). There are rare instances where small fees may apply, typically w

Are taxes, customs or duties refunded if I make a return?

This only applies to international orders. For US customers, we’ll usually refund the full amount paid, including any taxes or duties charged at checkout. For customers outside the US, taxes, customs or duties are generally not refundable once your o

My return has been processed but I haven't received my refund

If your return has been processed but the refund hasn’t come through, there are a few steps you can take to help locate it.First, confirm the original payment method you used. For example credit card, PayPal, Afterpay, etc. This will help narrow down