You are welcome to return and orders within 30 days from delivery
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.
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.
Exchanges
Unfortunately we do not do exchanges yet. If your shoes do not fit and you would like to change the size or even the style, just return the item you have, and once the return is accepted, make a separate purchase for the new item.
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 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.
FAQ
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.
We apply a restocking fee to all returns (that aren't exchanges). This fee includes 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 htat we cover the cost of all outbound shipping, unnecessary shipping costs are massively impactful to the way we operate. Thank you for your understanding.
Once you have registered your return in the portal you will receive a shipping label with information regarding your return.
Online orders arriving from the EU may halt in some countries at your local Customs Office. 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.
In many cases, you can do the clearance yourself or assign the shipping company or Customs Office to do it on your behalf. Please note that clearing the shipment yourself may be a cheaper option as the shipping company may charge you their clearance fee in addition to the Duty fee and tax.
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.
There are no Customs fees nor taxes to be paid if you live in the EU - the threshold in, e.g., the USA, Australia, etc., is so high that ordering a few pairs will not need the Customs clearance, aka there is no Duty fees nor tax to be paid.