At Victorian Couture, we want you to shop with confidence. If your order isn’t quite right, we’re here to help. Please review the policy below before requesting a return or refund.

Return Eligibility

You may request a return within 14 days of receiving your order.

To be eligible, items must:

Be unworn, unused, and unwashed.
Be in their original condition.
Include all original tags and packaging where applicable.
Be free of perfume, makeup, deodorant marks, pet hair, stains, odors, or alterations.
Include proof of purchase or your order number.

Returns that do not meet these requirements may be declined.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

Worn or washed items
Altered garments
Gift cards
Final sale or clearance items (where indicated)
Items returned without prior authorization

How to Request a Return

To request a return, email sales@victoriancouture.com within 14 days of delivery.

Please include:

Order number
Full name
Reason for your request
Photos if the item is damaged, incorrect, or defective

Do not return any item until return instructions have been provided.

Wrong Size Ordered

Please review the size chart carefully before placing your order. if you ordered the wrong size, you may return the item provided it meets our return conditions. Customers are responsible for return shipping costs for size exchanges or change-of-mind returns. If we shipped an incorrect size, we will replace it or provide a refund at no additional cost.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please provide clear photographs showing:

The item received
The issue
The packaging (where applicable)

Once reviewed, we may offer:

A replacement
A full refund
A partial refund where appropriate

For certain low-value items, we may not require the product to be returned.

Change of Mind

If you change your mind after receiving your order, you may return eligible items within 30 days. Customers are responsible for return shipping costs. Original shipping charges are not refundable.

Order Cancellations

Orders may be cancelled within 12 hours of purchase. Once an order has entered processing or has been shipped, it cannot be cancelled. After shipment, standard return procedures apply.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome. Approved refunds will be issued to your original payment method. Please allow 5–10 business days for your bank or payment provider to process the refund. Refunds are issued for the amount actually paid after discounts or promotional offers. Original shipping charges are refunded only when the return is the result of our error or a verified product defect.

Exchanges

We currently do not offer direct exchanges. If you require a different size or style, please place a new order after your return has been approved.

Return Shipping

Customers are responsible for return shipping costs unless:

The wrong item was received.
The wrong size was shipped.
The item arrived damaged or defective.

We recommend using a tracked shipping service.

Victorian Couture is not responsible for returns lost during transit.

Delivery Issues

Lost Packages

If your package appears lost during transit, please contact us.

We will investigate with the shipping carrier before determining the appropriate resolution.

Delivered but Not Received

If tracking shows your order as delivered but you cannot locate it, please:

Check with household members.
Check around your delivery location.
Contact your local courier.

If the package cannot be located, we’ll assist you in opening an investigation with the shipping carrier.

Incorrect Shipping Address

Please ensure your shipping address is correct before placing your order.

If an incorrect address is provided:

Orders may be updated before shipment if possible.
Orders already shipped cannot be redirected.
Any reshipping costs are the customer’s responsibility.

Refused or Failed Deliveries

If an order is refused or cannot be delivered because of an incorrect address or failure to collect the parcel, any shipping charges, return shipping fees, customs charges, or carrier fees may be deducted from the refund.

International Orders

Customers are responsible for any import duties, customs fees, taxes, or other charges imposed by their local authorities unless otherwise stated. These charges are not refundable.

Product Variations

Because many of our garments are made using natural cotton fabrics and decorative lace, slight variations may occur.

The following are not considered defects:

Minor variations in colour due to photography or screen settings
Slight differences in lace or embroidery placement
Natural variations in fabric texture or weave
Minor stitching variations
Small thread ends that can be safely trimmed

Measurements

Garments are measured manually. Please allow a variation of 1–3 cm (0.4–1.2 inches). Measurement differences within this tolerance are not considered defects.

Promotional Offers

If returning items reduces your order below the minimum purchase required for a promotion or free shipping offer, the value of the promotion or original shipping cost may be deducted from your refund.

Excessive Returns

To protect against misuse, Victorian Couture reserves the right to refuse returns, refunds, or future orders where excessive or abusive return activity is identified.

Fraud Prevention

We reserve the right to deny claims where there is evidence of:

Fraudulent activity
False damage claims
Altered products
Abuse of our return policy

Additional information may be requested before a claim is approved.

Payment Disputes

If you experience any issue with your order, please contact us first. Our team is committed to resolving concerns quickly and fairly before a payment dispute or chargeback becomes necessary.

Contact Us

If you have any questions regarding returns or refunds, please contact us:

Victorian Couture

Email: sales@victoriancouture.com