How do I use my gift voucher or credit note online?
The gift voucher code needs to be entered during the check-out process. Once entered in, the voucher value will be taken off the total price of your order. Codes can only be used once.
How long is my voucher/credit valid for?
3 months – if it can’t be used within the 3 months you must contact us (WITHIN THE 3 MONTH PERIOD) for an extension.
I want to exchange one of the items I have purchased, how can I do this?
Please visit our returns and exchanges page and we will look into this for you. Returns are NOT accepted without prior notification. We do NOT offer exchanges or refunds on sale items. All sale items are final sale.
I want to exchange an item I bought on sale, how can I do this?
We do not offer exchange or refund on sale items.
My item is faulty, I bought it a few months ago, what can I do?
We have a 1 month return policy for faulty items, it is your responsibility as the customer to check your garment when you receive it for faults. If by chance your pants split/strap breaks after this amount of time, unfortunately we will put it down to wear and tear and we will not replace/refund the item. Wear and tear is wear and tear, it doesn’t mean the item is faulty. We have a 1 month faulty policy with our suppliers, hence the reason for our one month policy.
My order hasn’t arrived yet?
Please contact our customer service team at firstname.lastname@example.org and we will look into this for you. We ship orders using Australia Post Express Post and Couriers Please.
What happens if my parcel doesn’t arrive?
Once parcels have left our office via Australia Post/Couriers Please, they are then the property of Australia Post/Couriers Please. Vine Apparel is not legally responsible for lost or damaged goods. Please ensure shipping details are kept in case further investigation is required; for further queries or information please contact email@example.com.
What methods of payment do you accept?
We accept Credit Card payments via Paypal. Please proceed to the Paypal site and choose the option to pay via credit card. If you would like to pay via Bank Transfer please email firstname.lastname@example.org with Bank Transfer in the subject – your payment will need to be transferred within 12 hours of receiving payment details.
What is your return policy?
Please refer to our Returns/Exchange policy in the Customer Care information.
Can I combine postage for multiple items?
Of course, this will happen automatically during the checkout process.
If you have placed 2 orders in the one day and would like to combine postage, please select store pick up and write it in the notes.
If your order has already been processed and shipped, further postage will need to be paid for the second parcel.
Have you received my return?
Email email@example.com with the word RETURN or FOLLOW UP in the subject with details of your enquiry, and we’ll get back to you as soon as possible.
When will I receive my refund/credit note?
Once received we will get in contact with you within 7 business days.
How can I track my order?
Email firstname.lastname@example.org and we will send you through your tracking number as soon as possible.
How long will my delivery take?
Please allow between 1-5 business days for delivery.
Has my order been received?
All successful orders will receive a confirmation email within 30 minutes of order completion.
How long do I have to return/exchange my item?
You have 7 days from the date it was received.
Can I exchange a Sale item?
No we don’t offer exchange for sale items.
Who should I contact for further questions?
Please email us at email@example.com and we’ll get back to you as soon as possible.