Refund policy

Last Updated: August 12, 2026
We comply fully with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010. This Return & Refund Policy sets out our procedures for returns, exchanges and refunds for orders placed on www.viellae.shop.

Consumer Guarantee Rights Under ACL

Australian consumers are entitled to automatic remedies for goods that:
  1. Have a major fault, are defective, damaged on arrival or do not match the product description
  2. Fail to be fit for the disclosed purpose

    These rights cannot be excluded, restricted or modified by our store policy.

Voluntary Extended Return Period

Beyond statutory consumer guarantees, Viellae offers a 30-day return window from the date of delivery for change-of-mind returns on eligible items, provided all below conditions are met:
  • Garments are unworn, unwashed, unaltered and free of stains, odours or makeup marks
  • All original tags, swing tickets and protective packaging remain intact and attached
  • A valid order number is provided with the return request

How to Lodge a Return Request

  1. Email your request to hello@viellae.shop within the applicable return timeframe
  2. Include your order number, full name, contact details and reason for return
  3. Our team will issue a return authorisation number and step-by-step lodgement instructions

    Items sent back without prior written approval will not be processed or accepted. Please use tracked postage and retain your shipping receipt for reference.

Return Shipping Costs

Change-of-Mind Returns

The customer is responsible for all return postage fees, including transit risk and tracking charges.

Faulty, Damaged or Incorrect Items (ACL Claims)

Viellae will cover reasonable return shipping costs for goods with manufacturing defects, transit damage or incorrect order fulfilment. We may supply a pre-paid return label upon verification.

Required Evidence for Faulty Goods

For damaged, defective or wrong items received, you must supply clear photos of:
  • The outer shipping packaging
  • The faulty or incorrect product

    All evidence must be submitted to hello@viellae.shop within 48 hours of delivery.

Non-Returnable Items

The following products are not eligible for change-of-mind returns (still covered by ACL statutory guarantees for faults):
  1. Final sale, clearance and marked-down items
  2. Gift cards, digital vouchers and personalised/custom engraved products
  3. Intimates, swimwear and hygiene-sensitive apparel for health and safety reasons

Exchanges

Stock availability cannot be guaranteed for direct exchanges. The fastest resolution is to return the item for a full refund and place a new order online. Faulty goods will be resolved via replacement, refund or store credit at our discretion in line with ACL obligations.

Refund Processing Timeline

Once returned goods are received, inspected and approved by our warehouse, refunds will be issued to your original payment method within 3–7 business days. Bank processing delays are outside our control.

Original delivery fees are non-refundable for change-of-mind returns unless the return is required due to our error under Australian Consumer Law. No restocking fees apply to valid compliant returns.

Return Mailing Address

Viellae

6 Ascot Street South, Ballarat VIC 3350, Australia

Please clearly mark your order number on the exterior of the parcel for faster processing.

Contact Us

Email: hello@viellae.shop

Phone: +61 482 432 181

Support Hours: Monday – Saturday 9:00 AM – 6:00 PM AEDT

Response within 24–48 business hours