General Returns Information

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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

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

Do you offer exchanges?

We’re excited to offer instant size exchanges through Refundid for our Australian customers only. You can read more information here. If you're not located in Australia, or would like to change the colour or style, you're welcome to return any eligib

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 in th

I have submitted my return for DC Drop-Off

If you’d like to drop off your return directly at our Distribution Centre, you’ll need to submit an online return form before arriving. You can submit your return request here. Once submitted, you’ll receive a confirmation email.Please note: Instant

How do I find the VRG GRL Distribution Centre?

Visiting our Distribution Centre (DC)? You'll find us in Zillmere, just off Zillmere Road. Drop-Off LocationBuilding West, 2A/605 Zillmere Rd, Zillmere QLD 4034. We're located within a larger warehouse complex, so we've put together a few directions

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

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

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

Can I receive a refund for my return?

Yes. If your return is eligible, you can choose to receive a refund for the purchase price of the item. For full details on return options and eligibility criteria, please visit our Returns page.

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

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

This information only applies to international orders. If duties, taxes or VAT were collected by VRG GRL at checkout, these amounts will be refunded for the item/s returned when your return is processed. Refunds are issued back to the original paymen

What is the EU Right of Withdrawal?

Customers located in the European Union (EU) and certain European Free Trade Association (EFTA) countries may be entitled to a legal Right of Withdrawal for eligible online purchases (under EU consumer law).This consumer protection law allows you to