FAQ

WILL COVID-19 AFFECT MY ORDER? 
You can order just like you normally would, but as fast as we can process your order, it may still take a little longer than normal to reach all areas.
Please try to allow some extra time for delivery and if have any concerns at all, please email us at: vicgifts@fastmail.com.au.
Supply the order number that you’ll find on the confirmation email we sent you. We apologise in advance if you are inconvenienced at all.

HOW MUCH WILL POSTAGE AND PACKAGING COST?
Shipping is a flat rate of $10.00 for any purchase to be shipped within Australia.

IS FREE DELIVERY AVAILABLE?
Yes.  For all orders $30 and
over for delivery within Australia: When your Shopping Cart order total reaches $30 or more, you will see an option pop up saying FREE SHIPPING.   Click the FREE SHIPPING option to remove all shipping costs.

INTERNATIONAL DELIVERY
We are not currently set up for international orders – we ship Australia wide only.
If you are not located in Australia but are interested in any of our items, please send us an email.   If it is possible we will happily work things through directly with you. 

CAN I SEND MY ORDER AS A GIFT TO SOMEONE IN AUSTRALIA IF I AM NOT?
Absolutely.  Send us a note in the order comments of the receiver’s address and we will happily gift wrap your items at no charge and include a small gift card with a personalised message on it for you if it helps.  We will also make sure that no prices are included on the gifts delivery paperwork (unless you’ve spent just way too much and you would like us to!).

CAN I CHANGE OR CANCEL MY ORDER?
Yes – you can change your order whilst you are still browsing and shopping, simply remove it and update your Shopping Cart before payment.
Once your order has been confirmed and paid for however, it’s not possible for you to change or cancel.
Please refer to our Returns Policy if you require further information.

DELIVERY
While most items are delivered within 5-14 days, some Items could take up to 28 days to deliver.
Do not panic – we have it in hand and it will be on the way to you.
Once an order is received we aim to process the order as quickly as possible. Orders placed on a weekend or out of hours are generally processed the next working day. So for example if you place an order on a Friday night the order may not be processed until the following Monday. After the order is processed and the item is packed, and shipping and tracking information will be updated in your account.

TRACKING
Did you know if you open your order confirmation email and click VIEW ORDER you can then click the tracking number and see the progress of your item
If tracking details are not updated on your account within seven working days please feel free to drop us an email to provide you with the tracking details of your order.

WHY DOES THE ITEM IN MY CART NOW SAY IT IS UNAVAILABLE?
Unfortunately when you add items to your cart, this does not mean they are reserved. Some of our products are handmade and we don’t have very many. The items will be available for anyone to purchase and you can only be sure that the product is yours when the checkout process is complete and you have received a confirmation email.
Please contact vicgifts@fastmail.com.au for support if needed.

WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept VISA, MasterCard and AMEX; as well as Paypal.  Your payment selection will be debited at the time of the order. Please note that the transaction may appear on your statement as Perennium Pty Ltd.
We do not currently have Afterpay available, but we are working on it and hope to have that option available for you soon.

WHAT CURRENCY DO YOU USE?
All prices have a default display in Australian Dollars, and include GST. 

WHICH SHIPPING METHOD DO YOU USE?
For delivery within Australia we use Australia Post.

HOW SECURE IS MY CREDIT CARD AND PERSONAL INFORMATION?
Your security while shopping online is extremely important to us.All pages that require you to enter your personal information or payment details on our site are secure, using 128 bit SSL encryption. Your credit card information is not stored on our server.To ensure that the page you are viewing when checking out is secure, look for a padlock icon in your browser; this verifies the authenticity and validity of our website security.

IF THERE IS A PROBLEM WITH MY ORDER, WHO DO I CONTACT?
If you have any concerns or queries at all we are here to help. Please email us at: vicgifts@fastmail.com.au

RETURNS AND REFUNDS

Our policy regarding refunds & returns is in accordance with the Australian Competition & Consumer Commission (ACCC) which can be found at the following link:  https://www.accc.gov.au/

Return & Refund Policy
Thank you for shopping with us. We hope you love your order, but if you are not completely satisfied with your purchase we’re here to help if we can.
You may return most items for a full refund if the return is a result of our error or damage; and you have received an incorrect or defective item etc. (we hope desperately that this doesn’t happen!) Please note that we are unable to provide refunds or exchanges for ‘change of mind’ purchases.

Our products can be returned within 30 days of the original purchase date of the product.
For products to be eligible for return, please make sure that:

  • The product was ordered/purchased in the last 30 days
  • The product is in any original packaging
  • You have the receipt or proof of purchase
  • The product isn’t used or damaged

Please contact us by email before you return any products: vicgifts@fastmail.com.au
*  Due to hygiene concerns the following items cannot be returned: hair accessories, hats and earrings

Shipping charges
If the return is not the result of damaged or faulty product, you are responsible for paying the costs of shipping and for the risk of loss of or damage to the product during shipping, both to and from Victoria Gifts. Shipping charges incurred in connection with the return of a product are non-refundable.
Of course, if an item does arrive damaged, is incorrect, or not as described, we give you a full refund of purchase price plus postage via your original payment method.

Help – I have been sent the wrong item!
Then we are really very sorry, but please contact us immediately at vicgifts@fastmail.com.au.
We will arrange for the item to be returned and will ship the correct replacement item to you as soon as possible.
We may need to ask you to help us by providing a few photos showing the incorrect item, and that will speed up the returns process.

What if my product is faulty?
Quality is very important to us and we take every measure to ensure no customer receives a faulty item.
In the unlikely and unfortunate event you find your product to be faulty, please contact us within 30 days to arrange for return of your product.  Once received, we will inspect the product and advise if we believe it can be fixed or replaced.
Where an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed.  We may also request that you take a photo showing the defect/fault to speed up the process as we may need to contact the manufacturer to order any necessary replacement part.

  • A full refund of the purchase price paid for the item to be refunded to the original payment method
  • Complete replacement of the faulty product
  • Replacement of the faulty part.

If a replacement of the product or part is chosen, any postage to deliver the item as soon as possible will be covered by us.

HOW DO I RETURN MY PURCHASE?
Simply email us: vicgifts@fastmail.com.au, and we will will send you a returns form.

Then, repack your item for post and include the completed returns form in the parcel. We will need some way to identify the return as yours otherwise there can be major delays with processing your return.
Please also ensure you take the necessary care to protect the item when posting. If concerned, please return goods via registered mail to ensure their safety as we do not take responsibility for goods lost in transit

CONTACT US
If you have any questions about our Returns and Refunds Policy, please contact us by email at: vicgifts@fastmail.com.au