FAQs

Payments  

What methods of payment do you accept?

We accept payments via credit or debit cards by Visa or Mastercard, as well as payments via PayPal. We also offer Afterpay for orders over $100.

We don’t accept debit cards which require a pin code, either online or over the phone e.g. Australia Post debit cards. You can use these in our Cromer store instead.

I want to pay with Afterpay but can't find it?

Afterpay is available only for orders over $100 and will appear as a payment option after you've entered your shipping information.

Note: Please do not use the Express Checkout options as this will default to the payment method saved on your device.

How do I use my Store Credit or Gift Card online?

Your Store Credit or Gift Card code needs to be entered during the check-out process on the "Payment" step. Enter your Gift Card code in the field labeled "Gift card or discount code". Once applied, the Card value will be taken off the total price of your order.

You can use a gift card multiple times so long as there is money on the card. You can also combine your gift card with other payment methods to complete a purchase.

Your Gift Card or Store Credit is valid for 3 years. 

I am having trouble processing my order

Please refresh your page; if problems continue please contact us and we’ll process it for you.

Orders

I haven’t received an order confirmation?

All successful orders will receive a confirmation email within 30 minutes of order completion. Please check your junk/spam folder, as confirmation emails sometimes get tagged as spam.

Please also check if the funds have been taken from the payment method you selected. If they haven’t, your order may not have come through successfully. If you still have not received any information regarding your order please contact us.

Can I add an item to my order after I have placed it?

If it hasn’t been processed, we can definitely try - please reply to your Order Confirmation email with CHANGES in the subject line, and if your order hasn't been processed we will add the item.

Please note we can’t change orders that are placed during an online sale.

Can I change my order after I have placed it?

If it hasn’t been processed, we can definitely try - please reply to your Order Confirmation email with CHANGES in the subject line, and if your order hasn't been processed we will make the change.

Please note we can’t change orders that are placed during an online sale.

Can I cancel my order?

If it hasn’t been processed, we are able to cancel your order. Please contact us to cancel.

I put in the wrong delivery address, can I change it?

Unfortunately we are unable to guarantee that we are able to amend the order. Once the order is dispatched there is a possibility that Australia Post can redirect it to the correct address. 

To do this, simply sign up for a MyPost account (with the same email address used to place the order), enter in your tracking number and you should then have the option to redirect your order. 

We encourage you to double check your delivery details before confirming payment as any costs due to incorrect details will be at the expense of the customer. Non-delivery due to an incorrect address will not be eligible for any compensation from Vine Apparel. 

For re-delivery due to a returned parcel please email customercare@vineapparel.com with the correct shipping address. The re-shipping charge will be the same charge made in the order. 

I want to exchange or send my order back to you, can I just do Return To Sender?

No - any parcels which are sent back to us RTS will be charged $16. This amount will need to be paid by the customer.

There is an item missing from my order.

Please contact us with your order number and we'll look into it.

Has my order been shipped yet?

We generally ship within 3-5 business days of receiving orders, unless it’s during a sale period for which we ask you to understand there will be delays due to us being inundated with orders. 

My order hasn’t arrived yet?

If you have received confirmation that your order has been dispatched, please contact Australia Post on 137 678 and they will help you. Please note if you contact us before contacting Australia Post when your order has been dispatched, we will direct you to them.

Note: We know Australia Post are experiencing some delays – if your order is taking longer than you think it should, please check for updates on their website.

If you haven’t received any confirmation, please contact us and we will resend your tracking details to you.

Please check whether any of your items were pre-order items before contacting us, as the rest of your order will be held until that item has arrived.

Shipping

Where do you ship to?

We ship items from New South Wales, anywhere in Australia and internationally. We use Australia Post for all deliveries within Australia and Australia Post’s delivery partners for all international deliveries.

Unfortunately, we do not deliver to the following areas: Christmas Island, Norfolk Island, areas in postcodes 0880, 0885 and 0881 (Northern Territory), 2898 (Lord Howe Island), 6799 (Keeling Isl, WA), and areas in postcode 4875 (Queensland).

Will I have to pay customs or duties?

We ship items from Australia, so deliveries outside Australia may incur customs charges and/or import taxes. Unfortunately, since we don’t have any control over these charges, we cannot cover them for you. You acknowledge that when you place an order with us you are responsible for all customs charges, duties or import taxes.

If items are refused by the customs of the country of delivery, and returned to us, we reserve the right to deduct or recover any costs associated with the return, from you.

How do I track my order?

Once your order has been fulfilled and dispatched, you’ll receive an email with tracking details. We use Australia Post, so you can track your order online.

Do I have to sign for delivery?

Yes, Australia Post needs a signature to successfully complete delivery of your package. If no one’s home or there’s limited access to the address, Australia Post will leave a card letting you know where and when you can collect your order.

Alternatively you can put “Authority to leave” in the notes when checking out, to allow Australia Post to leave your parcel in a safe spot at your own risk.

How does the Order Protection Guarantee work?

If you opt for Order Protection in Checkout, and your order is lost or damaged in transit, we’ll send out a replacement immediately. If your items are no longer in stock, we'll refund the cost of the items.

If your order is delivered to the wrong address, or goes missing after being delivered without the required signature, we will need to open an investigation with Australia Post before we can ship a replacement to you.

Note: If you authorise delivery without a signature, you accept responsibility for the safety of your parcel once it has been delivered.

If you need to make a claim on your Order Protection Guarantee, please contact us with your order number and other information about your claim.

Can I ship to a work address?

Yes, but please remember to provide your company name in the address. If your order is Return To Sender because of this, postage will be charged again to re-send.

My order hasn’t arrived yet?

If you have received confirmation that your order has been dispatched, please track your order online on the Australia Post website. Alternatively, you can contact Australia Post on 137 678 and they will help you.

If you haven’t received any confirmation please contact us and we will look into this for you.

Please note if you contact us before contacting Australia Post when your order has been dispatched, we will direct you to them.

What happens if my package goes missing?

If you opted for Order Protection during Checkout and your package goes missing after being delivered without the required signature, you can contact us and we will need to open an investigation with Australia Post before we can ship a replacement to you.

Note: If you authorise delivery without a signature, you accept responsibility for the safety of your parcel once it has been delivered.

When you place an order with us, you acknowledge we are not responsible for any missing parcels due to your error or the carrier.

What happens if my order is returned?

If your order is ‘Return to Sender’ for any reason, you'll be charged an additional cost to resend your items to you. If you're within Australia the additional cost will be $24.90 and if you're based internationally the additional cost will be $35.90. These costs aren't for us to make money, this is the combined cost we are charged for your item being returned to us, & to reship it to you. 

Can I combine postage for multiple items?

Of course, this will happen automatically during the checkout process.

I've placed 2 separate orders, can you combine them?

Please contact us and we will do our best, if your order has not yet been processed and shipped.

Returns

How do I return an item?

We want you to love your Vine Apparel items as much as we do! But, if you’re not satisfied with your purchase, you can return it within 14 days of receiving it (providing it isn’t a Final Sale item). Simply book your return online

We offer two return options – Store Credit, or Refund minus a 10% handling fee. We do not offer exchanges. Items marked "Final Sale" cannot be returned unless faulty.

Please note that return shipping costs will be your responsibility. Full returns info

Can I return sale items?

Sale items marked "Final Sale" cannot be returned or exchanged unless there is a manufacturing fault. Please note that Buy One Get One Free Offers are also classified as Final Sale.

Non-faulty Final Sale items which are returned will be refused upon delivery and returned to sender.

Sale items which have not been marked "Final Sale" can be returned within 14 days as usual.

Can I exchange an item for a different size?

We’re very sorry, but we don't have the capacity to hold items for exchanges.

If you’re after a different size, please place a new order for it through the website and let us know while booking your return - we’ll then issue a full refund for the value of your original once we receive it.

Can I get a refund?

If you're not satisfied with your purchase and it’s not a Final Sale item, we offer two return options - store credit, or refund minus a 10% handling fee. We have a handling fee for refunds as it costs us to prepare and send your order, also to process returns, and we want to continue to keep our prices this low! We appreciate your understanding.

Store Credit is issued as a gift card which will be valid for 3 years and will be emailed to you.

My item is faulty, how do I return it?

If your item is faulty or incorrect, please book a return online within 14 days of receiving it. Whilst booking your return, you will be asked to provide photos and a description of the fault.

Once your request has been submitted, please hold on to your items while we review your request. We’ll email you within 3-5 business days with instructions about next steps. We offer replacements for any faulty items, including Final Sale items.

Please note, faulty items must be faulty by manufacture. This includes open seams, broken zippers or buttons and puckering. An item which has been worn, has makeup stains, or is damaged due to improper care may not be classified as faulty by manufacture, therefore may be unsuitable for our faulty returns process.

All garments must follow proper care instructions, as our items can be quite delicate. We advise hand washing all Vine Apparel pieces using cold water, using a delicate detergent only, and not put in the dryer.

How do I send back my items?

You need to first book your return online. 

We do not pay for return shipping costs, unless we have accepted the item has a manufacturing default (and we will refund you or provide you with a store credit for your shipping costs).

You will have the option of buying a return label when you book your return online (for Australian customers only). If you are outside of Australia, you’ll need to get your own return label.

If you've bought our prepaid return label, you can drop off your return at your nearest Australia Post outlet. You can also get the label printed at the post office.

Please don't send your parcel back to us as Return To Sender (RTS), or we will need to deduct postage costs (approximately $16) from your store credit or refund.

Can I return my item in-store if I've bought it online?

Unfortunately we are unable to process your online returns in store. In saying that, when booking your return online, customers in Sydney will be given the option to drop off their return back to our Sydney store. Our store staff will then send it back to the warehouse to be processed.

How do I use my Store Credit or Gift Card online?

Your store credit or gift card code needs to be entered during the check-out process on the "Payment" step. Enter your gift card code in the field labeled "Gift card or discount code". Once applied, the card value will be taken off the total price of your order.

You can use a gift card multiple times so long as there is money on the card. You can also combine your gift card with other payment methods to complete a purchase.

Gift cards or store credit are valid for 3 years.

I’ve returned my item but haven’t yet heard back?

Once we receive your items, we will aim to process it and email you within 3 - 7 business days. If your items are eligible for return, you will receive a refund (minus a 10% handling fee) or store credit in the form of a Vine Apparel gift card which is valid for 3 years.

If it’s been more than 7 business days since your item was delivered to us, please check your junk/spam folder, as emails sometimes get tagged as spam. If you still have not received any information regarding your return, please contact us.

How do Afterpay returns work if I choose to receive store credit?

If you return an item purchased through Afterpay, we’ll send you your store credit for the total purchase price of the returned items. Please note, your personal agreement with Afterpay will still stand and you will continue to pay any scheduled repayments. For any repayment queries please contact Afterpay on 1300 100 729.

My item is faulty, I bought it a few months ago, what can I do?

If your item develops a fault within 1 month of purchase, please contact us to let us know.

If your item develops a fault after 1 month, unfortunately we will put it down to wear and tear, and we won’t be able to replace/refund the item. Wear and tear happens with clothing sometimes, it doesn’t necessarily mean the item is faulty. We have a 1 month faulty policy with our suppliers, hence the reason for our one month policy.

Products

Is Vine Apparel ethical fashion?

We buy from wholesalers in Sydney and Melbourne, who are primarily family owned businesses. From conversations we have had with them, as they are family run and have been running for the longest time, they do the right thing. We also buy from suppliers in Indonesia, who are also primarily family owned businesses with their own factories. We have been to the main factory there, spoken with the staff, discussed wages and assessed working conditions, and we are happy with what we found. We hope that helps. :)

Can you put an item on hold for me?

Unfortunately not.

There’s an item I really want but its out of stock, is there anything I can do?

Absolutely - simply search for the item you want, select the size and colour you like and fill in your email address to get notified when it's re-stocked.

Hit the “Notify Me” button, and you’ll get an email as soon as that item comes back. Easy peasy :)

The product I want to buy says it’s a “Pre Order”, what does this mean?

This means we don’t currently have it in stock, but it’s coming! And we’re giving you the chance to guarantee you get one :)

Where can I get the sizing/measurements for your products?

We have the way something is sized, how it fits and the approximate length in the description of each product, if you need anything else please let us know.

Why do different products fit differently?

Our stock comes from various different suppliers, therefore sizing can vary. Please refer to our product description for how it fits, and sizing info.

My Account

Do I need an account to place an order?

No you don’t need one, simply enter your email address while checking out, and all of your order details will be associated with that email address.

How do I reset my password/change my address/other account details?

You no longer need to create or use a password to log in. Simply enter your email address and you will be emailed a unique 6-digit code, which you can use to log in. You can update your address and other account details once you're logged in.

If you can’t get in, contact us and we'll help you with the process.

How can I find my previous orders?

If you've placed an order with us, an account is automatically created for you using the email address you used in checkout. You can find your previous orders by logging in to your account, using your email and a 6-digit code which will be emailed to you.

Help! I can’t log in to my account!

If you can't find an email with the 6-digit code you'll need to log in, please check your spam or junk folders too. If you still can't login, contact us and we’ll look into it for you.

How do I unsubscribe?

There is an unsubscribe button down the bottom of our emails.