Delivery & Returns
When will my order be dispatched?
Successful orders placed on our website will be processed following our postal time scale.
When selecting our 10 Working Day Delivery please allow ten working days for the delivery of goods from the next working day.
For successful Saturday Delivery your order must be placed before 3pm on the Friday immediately preceding the delivery date. Your choice of shipper may occasionally be changed in order to guarantee Saturday delivery.
This does not include made to order items, each made to order item requires different workshop and shipping times may vary.
For security purposes we occasionally require further information before an order can be processed. If this is the case you will be contacted by email and may be requested to provide further information to confirm your identity and address. Please ensure you provide a well monitored email to avoid delays in this instance.
Once your order is dispatched you will receive email notification, including details of your tracking number.
What should I do if I missed my delivery?
If you were out while a delivery was attempted our courier service will leave a card to inform you. Please follow the instructions as stated on the card to retrieve your parcel. Once your goods have been dispatched you will also receive an automatic email containing your tracking number, this can be entered into the couriers website to source the parcels location.
What should I do if I have received the incorrect item?
If you have received the incorrect item we would like to apologise for the disappointment and inconvenience this has undoubtedly caused. Please contact our Customer Service Team either by emailing firstname.lastname@example.org or calling +61448649642. This will enable us to reserve the correct item in your name and anticipate the arrival of the returned item, leading to a speedier turn around.
What should I do if an item is missing from my delivery?
If an item is missing from your delivery please report this within 24 hours of the delivery by contacting our Customer Service Team either by emailing email@example.com or calling +61448649642. Please be aware that you may be required to provide photographic information to enable the team to investigate the matter further.
Returns and Exchange Policy
We aim to deliver high quality items in a timely manner, so if you are unsatisfied with our service for any reason. We accept the return of unused items subject to the following criteria:
Items must be in their original unused, unsoiled condition. Shoes should be tested for fit on a clean surface.
Items must be sent in their original packaging with the swing tags attached.
Victoriaskingdom.com does not take responsibility for damage that occurs during the return process, Please ensure that the goods are well protected when returned to us. Boxes in particular should be protected and returned undamaged, as they are considered intrinsic to the product. Damage to the box may render the item ineligible for refund.
Items must be returned within 14 days from the date of delivery to be eligible for refund or exchange. Items returned after 14 days may be eligible for an online credit note at the discretion of victoriaskingdom.com.
Returns are to be sent with a completed Victoria’s Kingdom returns form, the original invoice and in their original packaging to:
E-Commerce Returns Dept.
120 Alexandra Parade
Fitzroy, VIC 3065
The returns form and original invoice should have been included in your initial delivery.
Victoria’s Kingdom is unfortunately not able to cover return postage costs unless the item is assessed as faulty.
Please note that we do not accept returns of earrings for reasons of hygiene. This does not affect your statutory rights.
Victoriaskingdom.com is not able to accept responsibility for returns lost in transit and therefore we recommend all returns are sent by registered post. It is advisable to obtain a proof of posting certificate if using the Post Office and arrange the necessary compensatory cover for the items.
Once we have taken receipt of your return we aim to process the Exchange or Refund within 7 working days.
If you require an exchange of a faulty item and we have stock available, a replacement will be sent out.
Please note that all refunds and exchanges for on-line purchases must be made through our website.
No goods bought via the online store may be returned to any other Victoria’s Kingdom store.
We are only able to refund the credit card, on which the original purchase was made. As such, if your item was a gift you may be offered an exchange or credit note.
Once we receive process and accept your return, you will be sent an e-mail confirming your refund.
Please note that the funds may take up to ten working days to appear in your account dependant on your bank’s policy.
Returning an item to a local Victoria’s Kingdom Store
Our in store returns policy is to offer an exchange or credit note on items returned within 7 days of purchase on unworn goods with tags attached along with a valid receipt for the item purchased.
Items purchased at a discounted price can be exchanged only for an item(s) of the same value or over within 7 days with a proof of purchase.
For hygiene reasons earrings cannot be returned.
This does not affect your statutory rights.