Refund policy

This Policy applies to all brands operating under Victoria London, including Victoria London Beauty, Victoria London Atelier, and any future brands established under the Victoria London umbrella. Unless otherwise stated, references to Victoria London throughout our customer care policies refer collectively to all such brands.

Change of Mind Returns

Victoria London does not accept returns, exchanges, or refunds for change of mind. Please choose carefully before completing your purchase.

This policy does not affect your rights under the Australian Consumer Law.

Damaged, Faulty or Incorrect Items

If you receive an item that is damaged, faulty, or incorrect, please contact our Customer Care team within 3 days of receiving your order.

To assist us in assessing your claim, please include:

·        Your order number

·        A description of the issue

·        Clear photographs of the item and its packaging where applicable.

Claims submitted after this period may not be accepted unless your rights under the Australian Consumer Law apply.

Once your claim has been assessed, we will advise whether you are entitled to a repair, replacement, or refund in accordance with this Policy and the Australian Consumer Law.

Refund Process

Once your returned item has been received and inspected, we will notify you of the outcome of your claim.

If a refund is approved, it will be processed to your original method of payment within 7 business days. Please note that processing times may vary between financial institutions.

If you have not received your refund within 10 business days of approval, please contact us at hello@victorialondon.com.au

 

Approved Return Conditions

Where a return has been authorised by Victoria London, items must:

·        Be returned in their original condition.

·        Be unworn, unused, and unaltered.

·        Include all original packaging, tags, and accessories where applicable.

·        Be accompanied by proof of purchase.

Victoria London reserves the right to refuse returns that do not meet these conditions, except where required under the Australian Consumer Law.

Items That Cannot Be Returned

As Victoria London does not offer change of mind returns, all sales are considered final unless an item is faulty, damaged, incorrect, or otherwise covered by the Australian Consumer Law.

For hygiene and safety reasons, earrings, body jewellery, hair accessories, face masks, and gift cards cannot be returned unless they are faulty or otherwise required by law.

Faulty Items

If you believe your item is faulty, please contact our Customer Care team as soon as possible.

Each claim will be assessed individually. Where an item is found to be damaged due to misuse, neglect, accidental damage, or abnormal use, Victoria London reserves the right to decline a refund, replacement, or exchange.

Sunglasses

Sunglasses may be returned only where they are faulty, not of acceptable quality, or do not match their description, in accordance with the Australian Consumer Law.

Return Shipping

Where a return has been approved due to a faulty, damaged, or incorrect item, Victoria London will provide instructions regarding the return process.

If a return is found not to be eligible under this Policy or the Australian Consumer Law, any costs associated with returning the item will be the responsibility of the customer.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Proof of purchase is required before a remedy can be provided.

Our Returns Policy is in addition to, and does not limit, your rights under the Australian Consumer Law.

For more information, visit the Australian Competition and Consumer Commission (ACCC).

Authentic Products

To ensure you receive genuine, current Victoria London products, we recommend purchasing directly from Victoria London or an authorised retailer.

Products purchased through unauthorised sellers may be outdated, damaged, or counterfeit and may not be covered under this Returns & Refunds Policy.