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?

Please note: Prepaid return shipping labels are only available for eligible international orders placed from 8 July 2026 AEST. If you don't see the option to generate a prepaid return label, you'll need to organise your own return shipping.During the

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

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 selected a prepaid return shipping label and haven’t received your label via email, start by checking your junk, spam or promotional folders, in case it was delivered there. During the returns process, customers in all regions, excluding New Z

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

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 are ‘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

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.

Understanding your return shipping options

We use Refundid to make returning items quick and simple. During the returns process, you’ll be asked to choose how you’d like to send your item back. There are three return methods available depending on your location:. Please see more information o

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, we’ll cover the return shipping cost and will supply

How much does it cost to return an item?

When lodging a return, customers in all regions, excluding New Zealand, will usually have the option to generate a prepaid return shipping label. Return label costs vary depending on your location. Here’s a breakdown of the costs for our main regions

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 in t

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 wh

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

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

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