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Refund and Returns Policy
Refund & Returns Policy
At Victorian Couture, we want you to shop with confidence. If something is not right with your order, we’re here to help. Please read this Refund & Returns Policy carefully before making a purchase or requesting a return.
By placing an order with Victorian Couture, you agree to the terms outlined below.
1. Return Eligibility
You may request a return within 14 days of receiving your order.
To be eligible for a return, the item must:
Be unworn, unused, and unwashed.
Be in its original condition.
Have all original tags and packaging where applicable.
Be free from perfume, makeup, deodorant marks, stains, pet hair, odours, or other signs of use.
Not have been altered, damaged, or modified after delivery.
Be accompanied by proof of purchase or a valid order number.
All returned items are inspected upon receipt. Victorian Couture reserves the right to decline returns that do not meet these conditions.
2. Non-Returnable Items
The following items are not eligible for return unless they arrive damaged, defective, or incorrect:
Worn, used, or washed items.
Altered or modified garments.
Final sale or clearance items where clearly indicated.
Gift cards.
Items returned without following the return process outlined in this policy.
If you are unsure whether an item is eligible for return, please contact us before sending it back.
3. How to Request a Return
To request a return, please contact us within 14 days of delivery at:
Please include:
Your order number.
Your full name.
The item(s) you wish to return.
The reason for your return.
Photographs where the item is damaged, defective, or incorrect.
Please do not send an item back before contacting us and receiving return instructions. Returns sent without prior communication may experience delays or may not be accepted.
Once your request has been reviewed, we will provide instructions for proceeding with the return where applicable.
4. Wrong Size or Change of Mind
Please review the size chart and product measurements carefully before placing your order.
If you ordered the wrong size or simply changed your mind, you may request a return within 14 days of receiving your order, provided the item meets all return eligibility requirements.
Customers are responsible for the cost of return shipping for:
Wrong size orders.
Change-of-mind returns.
Other returns that are not caused by an error on our part.
We currently do not offer direct exchanges. If you require a different size, colour, or style, you may place a new order after your return has been approved in accordance with this policy.
5. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible and preferably within 7 days of delivery so that we can investigate the issue promptly.
Please provide clear photographs showing:
The item received.
The issue or defect.
The packaging, where relevant.
After reviewing your claim, we may offer an appropriate resolution, including:
A replacement.
A full refund.
A partial refund where appropriate.
For certain low-value items, we may determine that a return is not required before issuing a resolution.
Where Victorian Couture confirms that an item was incorrect, damaged, or defective, reasonable return shipping costs may be covered or reimbursed as part of the resolution.
6. Return Shipping Costs
Customers are generally responsible for return shipping costs unless:
The wrong item was sent.
The wrong size was sent by Victorian Couture.
The item arrived damaged or defective and the claim has been approved.
We recommend using a tracked and reliable shipping service when returning an item.
Victorian Couture cannot be held responsible for returned items that are lost or damaged during transit before they are received by us.
7. Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If your return is approved, the refund will be issued to the original payment method used for the purchase.
Refunds are issued for the amount actually paid for the eligible item(s), after any applicable discounts or promotional adjustments.
Original shipping charges are generally non-refundable, except where:
The return is the result of our error.
The wrong item or wrong size was sent by us.
The item was confirmed to be damaged or defective.
After a refund has been issued, your bank, card provider, or payment provider may require approximately 5–10 business days to process and display the refund.
8. Order Cancellations
Orders may be cancelled within 12 hours of purchase, provided the order has not already entered processing or fulfilment.
Once an order has entered processing or has been shipped, it may no longer be eligible for cancellation.
After shipment, any eligible return must be handled in accordance with this Refund & Returns Policy.
9. International Orders, Customs and Import Charges
For international orders, customers are responsible for any applicable:
Import duties.
Customs charges.
Taxes.
Brokerage fees.
Other charges imposed by local authorities or shipping carriers.
These charges are outside Victorian Couture’s control and are generally non-refundable.
Please check your country’s applicable import requirements before placing an order.
10. Delivery Issues
Lost Packages
If your package appears to be lost during transit, please contact us.
We will review the available tracking information and, where appropriate, work with the shipping carrier to investigate the issue before determining the appropriate resolution.
Marked as Delivered but Not Received
If tracking indicates that your package has been delivered but you cannot locate it, please:
Check with household members or neighbours.
Check around your delivery location.
Contact your local courier or delivery provider.
If the package still cannot be located, contact us and we will assist with an appropriate carrier investigation where possible.
Incorrect Shipping Address
Customers are responsible for ensuring that their shipping address is accurate when placing an order.
If you notice an error, please contact us as soon as possible. We may be able to update the address before the order is processed, but changes cannot be guaranteed.
Orders that have already been shipped generally cannot be redirected.
Any additional shipping or reshipping costs resulting from an incorrect address may be the responsibility of the customer.
Refused or Failed Deliveries
If an order is refused, abandoned, unclaimed, or cannot be delivered due to an incorrect address or failure to collect the package, any applicable costs may be deducted from a refund where permitted. These may include:
Original shipping costs.
Return shipping costs.
Customs or import charges.
Carrier handling or return fees.
11. Product Variations
Many Victorian Couture garments feature natural fabrics, lace, embroidery, and decorative details. Minor variations may occur between individual items.
The following are generally not considered defects:
Minor colour variations caused by photography, lighting, or screen settings.
Slight differences in lace, embroidery, or decorative placement.
Natural variations in fabric texture, weave, or finish.
Minor stitching variations.
Small thread ends that can be safely trimmed.
These characteristics do not affect the intended use or overall quality of the garment.
12. Measurements and Sizing
Garments are measured manually.
Please allow for a measurement variation of approximately 1–3 cm (0.4–1.2 inches).
Minor differences within this tolerance are not considered defects.
We strongly recommend reviewing the size chart and product-specific measurements carefully before placing your order.
13. Promotional Offers and Discounts
If an item is returned and the return causes your order to no longer qualify for a promotional offer, discount, or free-shipping threshold, the value of the applicable promotion or original shipping cost may be adjusted or deducted from the refund where applicable.
Refunds will be calculated based on the final eligible amount paid for the order.
14. Excessive or Abusive Returns
Victorian Couture reserves the right to review and, where appropriate, refuse future orders or return requests where there is evidence of excessive, fraudulent, or abusive return activity.
This includes situations involving repeated false claims, intentionally damaged items, altered products, or other misuse of this policy.
15. Fraudulent or Invalid Claims
We reserve the right to request additional information or evidence when investigating claims involving:
Damage or defects.
Incorrect items.
Missing packages.
Fraudulent activity.
Altered or intentionally damaged products.
Claims may be declined where there is reasonable evidence of fraud, abuse, or a violation of this policy.
16. Changes to This Policy
Victorian Couture may update this Refund & Returns Policy from time to time.
The version published on our website at the time of your purchase will generally apply to your order, subject to applicable law.
17. Contact Us
If you have any questions about this Refund & Returns Policy or need assistance with an order, please contact us:
Victorian Couture
Email: sales@victoriancouture.com