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VRG GRL

We're so sorry to hear this. If you are missing an item from your order, please reach out to our customer success team at info@vrggrl.com including a photo of all of the items you have received, the name of the item(s) you are missing, and your order

I am missing an item from my order?

ORDERS & SHIPPING

ORDERS

Can I edit/cancel my order after I placed it?

My shipping address is incorrect, can I please change it?

Does VRG GRL offer Click & Collect?

Why was my order flagged as possibly fraudulent?

I didn’t receive an order confirmation?

I have received an incorrect item?

I have received a faulty item?

What payment methods do you accept online?

What currency is used online?

What is Afterpay?

Who is eligible to use Afterpay?

What is Zip Pay?

Who is eligible to use Zip Pay?

When will my order be shipped?

How do I track my order?

What countries do you not ship to?

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

Canada, New Zealand, the United Kingdom and Europe - Will I be charged customs/duties on my order?

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

Do you deliver to PO or Parcel Locker Addresses?

Do you offer Authority To Leave or Sign On Delivery?

SHIPPING

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 the Gift Card to someone on a specific date?

I haven’t received my Gift Card?

Help – my Gift Card isn't applying!

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

Can I have my Gift Card expiry date extended?

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

GIFT CARDS

When will my order arrive?

How do I find my tracking information?

How can I track the progress of my order's delivery?

My tracking has updated to ‘Delivered’ but I can’t locate 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 traveling soon?

Do you offer Click & Collect?

Will I have to pay Customs and Duties?

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

How does the compostable packaging affect my clothes?

DELIVERY & POSTAGE

How do I lodge a return online?

How long do I have to return my items?

How long does my return take to process?

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

Do I get a pre-paid label sent to me with my return?

Do you offer exchanges?

What is Refundid?

What has my instant refund been reversed?

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

Do you cover return shipping costs?

RETURNS & REFUNDS

Can I return a sale item?

Do you offer rainchecks/price matching?

How do I distinguish between a sale, promotion or final sale?

Does VRG GRL offer first time discount codes?

Can I use a promo code on discounted items?

SALES/PROMOTIONS/FINAL SALE

How do I use my store credit?

How long are store credits valid for?

I haven’t received my store credit?

My store credit has expired, can it be extended?

STORE CREDITS

Do you have a rewards program?

Ready to earn rewards? How our Loyalty Program works

Is your rewards program free to join?

LOYALTY PROGRAM - CLUB MONTEROSSO

Want to work with us?

Do you have any collaboration opportunities?

CAREERS & PARTNERSHIPS

Where can I find the store?

What are the opening hours?

How can I contact the store?

Do you only have the one store location?

Our Store Location & Hours

What payment methods do you accept?

Do you have a customer loyalty/rewards program?

Do you sell Gift Cards in-store?

Can my store credits be used in store?

Do you offer click & collect in-store?

Do you offer laybys?

Do you carry the same range in store as online?

Will online sales be in-store as well?

How do I know if the specific style that I want is in-store before going there?

Can the store hold an item for me?

What if I don't see my size in-store/on the hanger?

How can I provide feedback on my shopping experience?

General Store Queries

What are my return options in-store?

Do you offer exchanges in store?

What information do I need to return in-store?

Can I return an item that was purchased on sale?

Can I receive a refund if I don't have the original payment method?

I’ve come home and realised that I have a faulty/incorrect item, what do I do?

I am missing an item from my order?Updated 2 months ago