You are welcome to return and orders within 30 days from delivery

START YOUR RETURN

PLEASE NOTE: To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Submit a return request

1. Log in to your ACCOUNT:
In the Email field, enter your email address, and then click Continue

In your email inbox, open the email sent from our store and copy the six-digit verification code included in the email

Go back to the online store, and then enter the six-digit verification code

2. Click the order that you want to submit the return for
3. If your order has more than one item, then select the items that you want to return
4. Select a return reason and add a note for the store
5. Click Request return

When your return request is approved and requires shipping, you will receive an email with shipping instructions and a return shipping label.

After the product is returned, you will receive a refund.

You can always contact us for any return question at customercare@vibae.com.au.

VIBAe SYDNEY showroom hours update: Please note that during the holiday season (from now until the end of the year), our showroom in Rosebery will be closed to visits. We'll be back open for fittings starting Thursday, Jan 2! Please also note that our phone line will be unavailable during the holiday period... if you need to contact us, please reach out to the customer care email address above. We appreciate your understanding and we can't wait to get back to normal operating hours come the New Year! Have a happy holidays and we'll see you soon!!!

Damages and Issues
Please inspect your order upon reception and contact us immediately at customercare@vibae.com.au if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items
Unfortunately, we cannot accept returns on sale items or gift cards.

Return Packaging

To return an item, please use one of the following packaging options:

Original Packaging: You may return the item using the packaging it was originally sent in.
Your Own Packaging: You may package the item securely using your own materials.
Purchase Packaging: You may purchase packaging from a provider of your choice.

Please note, any additional charges incurred through our Australia Post account for insufficient packaging will be deducted from your refunded amount.

Exchanges
Unfortunately, we do not accept exchanges yet. However, if your shoes do not fit and you would like to change the size or even the style, simply return the item you're intending on returning and create a new order for the correct item. Once we receive your return back at our warehouse, we will reimburse you for the entire cost of your order, as well as waive any return fees associated with your return. Feel free to reach out to customercare@vibae.com.au with any clarifying questions that you may have.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If you're within the return period and your return has been approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at customercare@vibae.com.au.

International Returns

We're currently in the process of figuring out the most economical and convenient way to initiate returns from NZ back to our facility in Sydney. In the meantime, the best way would be for you to send your pair of shoes back to us by your own means. This means that you will have to pay for the postage on your end. However, if you love the shoes but would either like a new size/color/style, we can absolutely help you out with this and we'd be happy to reimburse you for the entire cost of your return label. If you intend on creating an order for another size/color/style (acting as an exchange), please do so at your convenience as we aren't able to hold stock for exchanges, and promptly advise me so that we're able to fulfill the reimbursement. Please reach out to customercare@vibae.com.au with further return instructions.

Return Address:

Paddington Post Shop
246 Oxford Street
Paddington NSW 2021

FAQ

How long will it take to process my return?

Once delivered to our warehouse, we do our best to process returned items within 5 business days. During sale and holiday periods, this time frame may increase. Please note that this does not include transit time to our warehouse.

How much does the return cost me?

We apply a restocking fee to all returns (that aren't exchanges). This fee is comprised of the expense of the return label used to send your item(s) back to our warehouse, and will be subtracted from your total refund.

We encourage you to shop responsibly and to consider the environmental impact when purchasing and returning items - the less unnecessary shipping, the better.

Also, as VIBAe is a small company, and being that we cover the cost of all outbound shipping, unnecessary shipping costs are massively impactful to the way we operate. Thank you for your understanding.

Where is my return label?

You no longer receive paperwork inside your VIBAe order. We are making this change to reduce the amount of paper we use. Once you have registered your return in the portal you will receive a shipping label with information regarding your return.

Do I need to pay Customs fees or taxes?

Online orders heading to NZ from Sydney may experience halts at local Customs Offices. If there are any associated duty / customs fees, the shipping company or Customs Office will reach you to clear (pay the Duty fee, tax, etc.) the shipment in question. VIBAe has not paid local import fees on your behalf; they are your responsibility.

PLEASE NOTE: If you choose not to clear the shipment, we are notified of it, and we will try to contact you. If you refuse to clear the shipment, we will deduct the shipping fees from your refund to your country and our warehouse. International shipping is costly so it may cost you quite much - this is unfortunate, of course. Still, we cannot cover the shipping costs back and forth just to realize that our customer has no intention to clear the order with the shipping company or Customs Office.

Thank you for your understanding.