Returning goods

Victoria Row accepts returns or exchanges on full priced items (this includes items temporarily discounted during a promotion) within 14 days from the date of delivery for Australian / New Zealand (domestic) customers or 21 days for international customers. If you are unhappy with your goods or change your mind you may send them back for an exchange or refund.

All items must be unused and in original condition with original packaging. All footwear must have original, undamaged shoe boxes and dust bags, with no sole markings or scratches on the shoe.

If you wish to exchange or return an item, please contact us by email at support@victoria-row.com within 10 days of the order delivery date. We will then email you a Returns Slip to complete and include with your returning goods, along with a Returns Paid postal address to send the goods back to. You will not be charged for the postage of returning your goods. Goods must be posted within 7 days of receiving the Returns Slip.

Please ensure your return parcel is securely packaged and both sender’s address and Victoria Row's return address are clearly displayed on the outside of the parcel. To avoid delivery problems, we encourage sending your returning parcel by registered post. Please note that Victoria Row accepts no liability for any returned goods that go missing.

Should we deem that your returned goods do not meet the return and exchange policy requirements, we will advise by email and return the original goods to you.


Refunds and exchanges

Goods purchased at full price or temporarily discounted during a promotion (excludes items marked down during a sale) may be returned within 14 days from the order delivery date for domestic customers or 21 days for international customers. Providing the above returns & exchange policy requirements are met, a full refund will be issued within 7 days of goods being received. Please note the refund amount excludes the cost of the initial shipping to you (if applicable), unless goods are deemed faulty or damaged, in which case a full refund of associated postage costs will be issued.

Goods purchased on sale are not eligible for a refund, but can be exchanged for another item or a credit note.

If exchanging, please return your unwanted item(s) as above, noting the style/size you wish to exchange on the Returns Slip. If the item you wish to exchange for is a higher price, you will be contacted to provide additional payment through credit card. If the item is lower in price than the original, you will be refunded the difference.

We will notify you of your new order number and shipment by email once your exchange has been processed. 

Faulty items

Should you receive an item that is not in perfect condition please contact us at support@victoria-row.com. Goods are classified as faulty if they are not of acceptable quality, are not fit for their purpose or are significantly different from their description or sample. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.

We will accept returns of faulty items within a reasonable time frame. Goods will be assessed by a Victoria Row representative. Victoria Row reserves the right to repair or replace items deemed faulty.

Once your returned goods are assessed and we are satisfied that the goods are faulty, we will contact you by email. If the item cannot be repaired, we may offer to replace your item or issue you with a full refund.