Returns & Exchanges
You are welcome to return or exchange your order within 30 days of delivery.
To be eligible for a return or exchange, items must be:
- Unworn and unused
- In their original condition
- Returned in original packaging
Please do not return your order to the sender address listed on your original parcel (Truganina address).
How to Start a Return or Exchange
Online Returns and Exchanges
1.Log in to your account
- Enter your email address and select Continue
- Check your inbox for the six digit verification code
- Enter the code to access your account
2.Select the order you wish to return or exchange
3.Choose the item or items you would like to return
4.Select a return reason and if you'd like to go for an exchange, add in the notes section what you're after. If we have it in stock, we'll sort you out.
5.Submit your return request
Once your request has been reviewed and approved, you will receive an email with return instructions. Please allow us a few days to review your request before following up.
If you have any questions at any stage, you can contact us at customercare@vibae.com.au.
In Store Returns and Exchanges
If you are located in Sydney, you are welcome to visit our Rosebery showroom to try on sizing and complete returns or exchanges in person.
Please visit the Stores section of our website for the showroom address and current opening hours.
Refunds
Returns that are not exchanges will incur a $15 return fee. This fee contributes toward return shipping and restocking costs.
Once your return has been received and inspected, your refund will be processed to your original payment method. Please allow up to 48 hours for the funds to appear once the refund has been issued.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at customercare@vibae.com.au.
Exchanges
Your first exchange is free of charge.
To request an exchange, please include the style, colour and size you would like in the notes section of your return request. You may also email us directly at customercare@vibae.com.au with your exchange details.
Exchanges are processed once your original item has been received at our Sydney Showroom.
If you would prefer to place a new order for your replacement item before your exchange is completed, please let us know. In this case, we will refund the returned item once received and waive any applicable return fees.
If your requested exchange item is out of stock, we will contact you to discuss alternative options.
Second-time exchanges are permitted, however a $15 return fee will apply to help cover additional shipping costs. We will cover the cost to send it back out to you.
International Returns
At this stage, international customers are required to organise return shipping independently.
If you are returning an item for a refund, return shipping costs are the responsibility of the customer.
If you are returning an item as an exchange for another size, colour or style, we are happy to reimburse the cost of your return shipping once the item has been received. Please keep a copy of your postage receipt and contact us at customercare@vibae.com.au so we can organise reimbursement.
As we are unable to hold stock for exchanges, we recommend placing a new order for your preferred item as soon as possible if availability is limited. Please notify us once this has been done so we can assist accordingly. Otherwise, we will get onto the exchange once your return has arrived.
Return Address
All approved returns should be sent to the following address:
Name: VIBAe Australia
Contact Details: customercare@vibae.com.au
Paddington Post Shop
246 Oxford Street
Paddington NSW 2021
Return Packaging Guidelines
You may return your item using:
- The original packaging it was sent in
- Secure packaging of your own
- Packaging purchased from a provider of your choice
Please ensure items are packed securely. Extra packaging costs are the responsibility of the customer.
Damaged or Incorrectly Sent Items
Please inspect your order upon delivery. If your item is faulty, damaged or incorrect, contact us as soon as possible at customercare@vibae.com.au with photos and order details so we can resolve the issue promptly. If we sent you the wrong item, the above course of action also applies.
Non Returnable Items
Gift cards are not eligible for return or refund.
Frequently asked questions
Do you ship overseas?
FREE standard shipping on orders over $200. We only ship to Australia and New Zealand. Express shipping at an extra fee.
Where is my return label?
You no longer receive paperwork inside your VIBAe order. We've made 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.
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.
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.
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.