Return & Refund Policy

Effective Date: 09/02/2026

At Vincerax, we want you to absolutely love your new dress! We understand that sometimes things don’t work out quite as planned, so we’ve created a straightforward return and refund policy to make your shopping experience as smooth as your favourite silk fabric.

Our 30-Day Return Promise

Changed your mind? No worries! You have 30 days from the date you receive your order to return eligible items for a refund or exchange.

What Can Be Returned?

We accept returns on items that meet the following conditions:

Unworn and unwashed with all original tags attached
In original packaging and condition
Free from makeup, deodorant marks, or perfume
Not damaged or altered in any way

Items We Cannot Accept for Return

For hygiene and safety reasons, the following items are final sale:

Swimwear and intimates (unless faulty)
Pierced earrings
Items marked as “Final Sale” or purchased during clearance promotions
Custom or personalised items
Sale items discounted by 50% or more (unless faulty)

How to Start Your Return

Step 1: Contact our friendly Customer Care team at [[email protected]] within 30 days of receiving your order. Include your order number and reason for return.

Step 2: We’ll send you a return authorisation and instructions within 2 business days.

Step 3: Carefully pack your item(s) in the original packaging. Please ensure items are securely wrapped to prevent damage during transit.

Step 4: Send your return to:

Vincerax Returns Department
[Insert Return Address]
Australia

Please note: Customers are responsible for return shipping costs unless the item is faulty or we’ve made an error with your order.

Refunds

Once we receive and inspect your return (usually within 5-7 business days), we’ll send you an email confirmation.

Approved refunds will be processed to your original payment method within:

5-10 business days for credit/debit cards
7-14 business days for PayPal

Please note that original shipping costs are non-refundable, except in cases where we’ve sent you a faulty or incorrect item.

Exchanges

Love the dress but need a different size or colour? We’re happy to help!

Simply follow our return process and place a new order for your preferred item. This ensures you receive your new dress as quickly as possible. If you’re concerned about sizing, our Customer Care team can provide detailed measurements to help you choose perfectly.

Faulty or Incorrect Items

Received something that’s not quite right? We sincerely apologise!

If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery at [[email protected]] with:

Your order number
Photos of the faulty/incorrect item
A brief description of the issue

We’ll arrange a free return and send you a replacement or provide a full refund, including original shipping costs. Your satisfaction is our priority!

Australian Consumer Law

Your rights under the Australian Consumer Law are not affected by this policy. Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Change of Mind & Cancellations

Before dispatch: You can cancel your order for a full refund by contacting us immediately at [[email protected]]. Once your order has been dispatched, our standard return policy applies.

After dispatch: Standard return conditions apply as outlined above.

International Orders

This return policy specifically applies to orders shipped within Australia. For international orders, please contact our Customer Care team for return options and conditions, as different terms may apply.

Lost or Damaged Returns

We recommend using a tracked shipping service for all returns, as Vincerax cannot be held responsible for returns that are lost or damaged in transit. Please retain your tracking information until your refund has been processed.

Store Credit

Prefer store credit? Let us know when initiating your return! We’ll issue you a credit code for the full value of your return (excluding shipping), which can be used on any future purchase with no expiration date.

Questions?

Our Customer Care team is here to help make your return experience effortless!

Email: [[email protected]]
Hours: Monday – Friday, 9:00 AM – 5:00 PM AEST
Response Time: Within 24 hours

Follow us for style inspiration:
Instagram: [@vincerax]
Facebook: [Vincerax]

This policy may be updated from time to time. Please check this page for the most current version.

Vincerax – Where Style Meets Confidence