We want you to love your Vine Apparel items as much as we do, so if you're not satisfied with your purchase, you can return it for Store Credit within 14 days of receiving it (providing it isn’t a Final Sale item!). It can take up to 7 business days for your return to be processed once we've received it.
We do not offer exchanges – we’ll provide you with a store credit to spend on a new size or item of clothing. Items marked "Final Sale" cannot be returned unless faulty.
Please note that return shipping costs will be your responsibility. Unfortunately we can’t offer free returns, as due to our price point we can’t increase prices to absorb the postage. It costs us a lot more than $10 to prepare and send your order, also to process returns, and we want to keep our prices this low! We hope you understand.
What you can return
Your return items must meet these conditions to be accepted:
- Returned within 14 days of delivery
- Unworn, unwashed and in original condition with all the tags still attached
- Must not smell of perfume, deodorant, cosmetics or washing powder
- Not a Final Sale item
If your return meets these requirements, no need to email – simply send it back including this completed Returns Form (PDF). Return shipping costs will be your responsibility. Once we receive your items, we will process it and email you within 7 business days.
If you've received an incorrect or faulty item, please email photos of the fault to firstname.lastname@example.org so we can confirm the return is acceptable. Vine Apparel does not provide refunds for change of mind, incorrect size or faults to the garment made by the customer.
Important: If your return does not meet these requirements, it will be sent back with shipping charges payable by you, the customer. Please don't send your parcel back to us as Return To Sender (RTS), or we will need to take $12 off your store credit to cover postage costs.
How to return your item(s)
Step 1: Download and print our Returns Form
Step 2: Complete the form and send it to us with your return:
37/1-5 Thew Parade
Cromer NSW 2099
If you can't access a printer, simply write a note including all details you can see on the returns form (PDF). If you don’t know your order number, please use the same name and email you used to place the order so we can identify it.
Note: Return shipping costs will be your responsibility. Please don't send your parcel back to us as Return To Sender (RTS), or we will need to take $23.90 off your store credit to cover postage costs.
Unfortunately, we are unable to process your online returns in store. In saying that, to save on return postage, you are able to drop your return back to our store, providing the returns form is filled our correctly. Our store staff will then send it to the warehouse to be processed.
What happens next
Once we receive your item, we will send you Store Credit in the form of a Gift Card, emailed to you directly from our website. We typically process returns within 7 business days of receiving them.
The Store Credit is valid for 3 years, and will cover the total purchase price of the returned items (excluding shipping costs).
If your item is faulty and you contact us within 1 month of receiving it, we will replace it with the same item. If the item is out of stock, we will offer you a refund.
Please note – we advise trying all items on upon receiving them so you can check for faults and this can be sorted within this timeframe. This is in line with Australian Consumer Guidelines.
Please do not return the item to us directly; first, please email photos of the fault to email@example.com, along with:
- Your order number
- Name of faulty item(s)
- Description and photos of the fault(s)
Once it has been reviewed and deemed a fault, we will guide you through what to do next.
Faulty items must be faulty by Manufacture. This includes:
- Open seams
- Broken zippers or buttons
An item which has been worn and has makeup stains, or is damaged due to not following proper care instructions may not be classified as faulty by manufacture, therefore may be unsuitable for our faulty returns process.
Note: All garments must follow the care instructions, as our items can be quite delicate and may get damaged if instructions are not followed. Due to the nature of some fabrics composed for their specific item’s qualities and fit, this can include shrinkage, colour fading and other outcomes. We advise hand washing all Vine Apparel pieces using cold water, using a delicate detergent only; and not put in the dryer.
We are happy to replace your approved faulty item with the identical item when possible. If you choose not to receive a replacement for a minor fault, this will be considered a “change of mind” and a store credit will be created.
As per the guidelines of Australian Consumer law, a refund may be offered if we cannot repair or replace the faulty garment with the identical item OR if the fault is major problem.
For any further questions, please contact us.
Can I get a refund?
We do not offer refunds for change of mind or wrong size choice, however, we can provide you with Store Credit equivalent to the price of the item(s) you purchased.
If you're not satisfied with your purchase, simply return it for a Store Credit within 14 days - providing it isn’t a Final Sale item. The Store Credit is valid for 3 years and will be emailed to you as a Gift Card from our website, usually within 7 business days of receiving your return.
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’ve returned my item but haven’t yet received my Store Credit?
Once we receive your items, we will process it and email you within 7 business days. If your items are eligible for return, you will receive Store Credit in the form of an email with a Vine Apparel Gift Card which is valid for 3 years.
If it has been more than 7 business days, please check your junk/spam folder, as Gift Card 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 you return an item purchased through Afterpay, we will send you 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. Vine Apparel is unable to offer partial refunds/store credits. For any repayment queries please contact Afterpay on 1300 100 729.
Can I return or exchange sale items?
Sale items marked "Final Sale" cannot be returned or exchanged unless deemed 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 7 days for a Store Credit.
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, to save on return postage, you are able to drop your return back to the store, providing the returns form is filled our correctly. Our store staff will then send it to the warehouse to be processed.
My item is faulty, I bought it a few months ago, what can I do?
We have a 1 month return policy for faulty items, it is your responsibility as the customer to check your garment when you receive it for faults. If by chance your pants split/strap breaks after this amount of time, unfortunately we will put it down to wear and tear and we will not replace/refund the item. Wear and tear is wear and tear, it doesn’t mean the item is faulty. We have a 1 month faulty policy with our suppliers, hence the reason for our one month policy.