Refund policy

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

First log in to your account

  1. Enter your email address and select Continue
  2. Check your inbox for the six digit verification code
  3. Enter the code to access your account
  4. Select the order you wish to return or exchange
  5. Choose the item or items you would like to return
  6. 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.
  7. 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 Bondi Beach location 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 essentially covers the cost of return shipping and restocking. In-store returns incur no fee.

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 size colour and style 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 of sending the replacement back out to you.

NZ Returns and Exchanges

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 up to $40 AUD 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.

All NZ 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

Please return your item(s) using:

The original packaging it was sent in
Secure packaging of your own
Packaging purchased from a provider of your choice
Please ensure the shoes are in their original box, and encased in packaging so the box isn't damaged.

Damaged or Incorrectly Sent Items

Please inspect your order upon delivery. If your item is faulty, damaged or incorrect, contact us before wearing or 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 same process applies. 

Non Returnable Items

Gift cards are not eligible for return or refund.