Returns
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, as we currently don’t have the capacity to hold items for exchanges. How it works
Note: Final Sale items cannot be returned unless they are faulty.
Please note, return shipping costs will be your responsibility. Whilst we can’t offer free returns due to our low price point, we do however offer the option of buying a discounted Australia Post return label when you book your return online.
BOOK YOUR RETURN ONLINE
You can book your return online if it is:
- Within 14 days of delivery
- Unworn, unwashed and in original condition with all the tags still attached
- Not a Final Sale item
Received a faulty or incorrect item? We offer replacements for any faulty items, including Final Sale. Simply book your return online within 14 days of receiving the items.
Returning a gift you've received? If you have your order number and the email used to place the order, book your return online as usual. If you don’t have these details, tell us what you know and we’ll try to help. Return your gift
HOW TO RETURN YOUR ITEMS
-
Enter your online order number and email, select your return item(s) and choose your return option. You are responsible for the postage costs of your return.
You can choose to buy a prepaid label while booking your return (Australian customers only). Customers outside Australia will need to get their own return labels.
Note: Items purchased in-store will need to be returned in-store. -
Send us your parcel
Print and attach the label to your parcel. 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.
-
We’ll process your return
Once we’ve received and inspected the returned item(s), we’ll process your request for a store credit or refund (minus 10% handling fee) within 3 - 7 business days of receiving the item(s), then email you once this is complete.
We reserve the right not to give you a store credit or refund, unless we are satisfied the item has not been worn and is not damaged (with the exception of manufacturing faults).Note: Store credit is issued as a gift card which will be valid for 3 years.
FAULTY / INCORRECT ITEMS
If your item is faulty or incorrect, please book your return online within 14 days of receiving it. While 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. If we are unable to replace a faulty item because it's out of stock, we will offer you a store credit or full refund instead.
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 you will not be entitled to a replacement, exchange or refund.
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 do not put in the dryer.
Returns FAQs
Are my items eligible for return?
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 within 14 days of receiving it (providing it isn’t a Final Sale item!).
You can book your return online if it is:
- Within 14 days of delivery
- Unworn, unwashed and in original condition with all the tags still attached
- Does not smell of perfume, deodorant, cosmetics or washing powder
- Not a Final Sale item
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.
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.
