We want you to be completely satisfied with your purchase. If you change your mind for any reason, we’ll gladly accept a return within 14 days of purchase, subject to the following conditions:

• Your original order number must be provided as proof of purchase.
• The item(s) must be in original condition and packaging, with tags attached.
• Final sale items cannot be returned or exchanged for any reason unless deemed faulty. These items will be clearly marked as “Final Sale” on the product page.
• Health and hygiene laws restrict the return of jewellery pieces.

Exchanges

Through our returns portal, you can request an exchange for a different size or colour of the same item (available to Australian customers only).

If you’d like to exchange your item for a different style, please instead select ‘Return Item’ in the portal, choose a store credit, and repurchase the item you’d like.

Please note:

• Returns are also not free. As a small business, we’re unable to absorb the cost of return shipping, we truly appreciate your understanding and support.

• A $12 shipping fee will be charged when your exchange is processed to cover the cost of sending your new item.
  
• Exchanges are subject to product availability at the time your return is processed at our returns facility (approximately 3–5 days after we receive your parcel).
  
• If the requested size or colour is unavailable, a store credit will automatically be issued.

Please note: while we offer free shipping as a little kindness to our customers, if you choose to return your item, the original shipping cost will be deducted from your refund or store credit. This helps us cover the costs of sending your order out. Thank you for understanding and supporting a small business.

WITHIN AUSTRALIA

Returns for Refund/Store Credit:
If you decide to return your order for a direct refund, you will need to cover the cost of return shipping. We do not provide return shipping labels. Once your return request is completed through our portal, we will provide the return address. You will then need to visit your local post office to purchase a return shipping label or pre-paid post bag.

Exchanges:
For item exchanges, a flat shipping fee of $12 will be charged to cover the cost of posting the exchanged item to you. Please note that we do not offer free exchanges.

Free Shipping Orders:
If your purchase qualified for free shipping and you choose to return the item, the original shipping cost will be deducted from your refund or store credit.

INTERNATIONAL RETURNS

Returns for Refund/Store Credit:
If you decide to return your order for a direct refund, you will need to cover the cost of return shipping. We do not provide return shipping labels. Once your return request is completed through our portal, we will provide the return address. You will then need to visit your local post office to purchase a return shipping label or pre-paid post bag.

We do not provide exchanges for International returns. If you would like to exchange for a different item/size/colour, a store credit will be issued to you to make a repurchase.

We offer exchanges and credit notes on all full-priced items. To be eligible, items must be in their original condition with all tags attached. Please note that items that have been worn, washed, damaged, or altered cannot be returned.

Direct exchanges are available for Australian customers only and are limited to changes in size or colour. Full-priced items, sale items, and items purchased with a promotional discount are eligible for exchange.

If you wish to exchange for a different item, a store credit will be issued, allowing you to repurchase your preferred item. Please note that exchanges are subject to product availability at the time your return is processed at our facility, which typically takes 3–5 days after delivery.

Sale items can be returned for a store credit or exchanged for a different size or colour. Final sale items, however, cannot be returned or exchanged for any reason unless they are deemed faulty. Items marked as final sale will be clearly identified on the product page.

Within Australia:
Australian customers can return sale items for a store credit or exchange them for a different size or colour through our returns portal, subject to availability. If you wish to exchange for a completely different item, a store credit will be issued. Final sale items are not eligible for return or exchange unless faulty.

International Customers:
International customers can return sale items for a store credit only. Exchanges are not available for international customers. Final sale items cannot be returned or exchanged for any reason unless deemed faulty.

If you have any further questions, please contact mel@vicandbert.com.

You are able to submit a return via our returns portal, found at the top of this page. Follow the steps provided in the portal and submit your return for approval. Once approved we will be in touch regarding next steps.

Within Australia:
If you purchased the incorrect size, you can submit a direct exchange through our returns portal. Please note that exchanges are only available for the same item in a different size or colour, subject to availability. Your exchange will be processed at our returns facility, which typically takes 3–5 days after return delivery.

If you wish to exchange for a completely different item, you will be provided with store credit to make a new purchase.

International Customers:
For international customers, please submit a return for store credit, which can be used to repurchase another item.

We apologise if an item you have received is not in perfect condition. Please email an image of the fault, along with your proof of purchase (e.g. order number), to mel@vicandbert.com for further review.

We have a 6-week faulty claims period (please note: this excludes general wear and tear), during which we can offer repair, replacement, or refund options.

We apologise if an item you have received is not what you ordered.

Please lodge an exchange or return for store credit via our returns portal and select the desired item. Alternatively, you can email mel@vicandbert.com for assistance.

Within Australia:
You will be required to pay for your own shipping costs if you decide to return your order for a direct refund or store credit. If you received a free shipping discount with your initial purchase, the initial cost that we paid to send your item to you will be deducted from your return/store credit to cover the cost of shipping.

If you would like to exchange your item, you will be charged $12 when requesting the exchange to cover the cost of shipping the exchanged item back to you.

International:
You will be required to pay for your own shipping costs if you decide to return your order. We do not cover international return shipping.

Faulty Items:
If your item is deemed faulty, we will cover the cost of return shipping.

Yes, you can return an item purchased online in-store. Please ensure you have your original order number available at the time of return. The item must be in its original condition, unworn, unwashed, and with all tags attached.

You can also exchange the item in-store, subject to availability of the desired size or style. If you have any further questions, feel free to ask our team in-store or contact us directly.

Refunds will be processed to your original payment method. If you paid using a credit or debit card, the refund will be credited back to that card. For payments made via PayPal, Afterpay, or similar platforms, the refund will be issued through the same service.

Please allow 3–5 business days for the refund to reflect in your account, depending on your financial institution. If you have any further questions, feel free to reach out to our customer service team.

Jewellery is not eligible for return due to hygiene reasons, unless it is faulty or damaged upon receipt. If you believe your item is faulty, please contact our customer service team with your order details and photos of the issue for further assistance.

Yes, sale items can be returned for an exchange or store credit, provided they meet our return conditions. Items must be in their original condition, unworn, unwashed, and with all tags attached. Please note that refunds are not available for sale items.

If you have any questions, feel free to reach out to our customer service team.

Items purchased using our welcome discount code are eligible for a refund, provided they meet our return conditions. For other promotional discount codes, the item can only be returned for an exchange or store credit. All returned items must be in their original condition, unworn, unwashed, and with all tags attached.

Orders placed before 4pm can be picked up on the same day.

Orders placed after 4pm can be picked up the following day.

You will be contacted by email when your order is ready for pick up.

There is no rush on collecting your item. If you are heading down to Lorne in a few weeks time and would like to collect your item from our beautiful store, that is more than fine.

Please contact Mel at mel@vicandbert.com with your order number and expected date to pick up your item.

You can collect your item from:
Via and Bert
44 Mountjoy Parade, Lorne VIC 3232

Our collection hours are as follows:

• Monday: 10am–4pm
• Tuesday: 10am–4pm
• Wednesday: 10am–4pm
• Thursday: 10am–4pm
• Friday: 10am–5pm
• Saturday: 10am–5pm
• Sunday: 10am–4pm

We offer FREE SHIPPING on all orders over $300 AUD.

Domestic - $10 AUD

Express - $15 AUD

Standard- $20 AUD

Express - $35 AUD

Standard - $35 AUD

Express - $50 AUD

Standard - $50 AUD

Express - $65 AUD

Standard - $55 AUD

Express - $70 AUD

Standard - $60 AUD

Express - $75 AUD

Standard Shipping: Please allow up to 3 - 7 business days.

Express Shipping: Please allow up to 2- 5 business days.

Please note that delivery time of your item may very depending on holidays & peak periods.

No items will be dispatched over the weekend.

Standard Shipping: Please allow up to 7 - 12 business days.

Express Shipping: Please allow up to 5 - 8 business days.

Please note that delivery time of your item may very depending on holidays & peak periods.

No items will be dispatched over the weekend.

Standard Shipping: Please allow up to 10 - 15 business days.

Express Shipping: Please allow up to 5 - 10 business days.

Please note that delivery time of your item may very depending on holidays & peak periods.

No items will be dispatched over the weekend.

Standard Shipping: Please allow up to 6- 12 business days.

Express Shipping: Please allow up to 4 - 8 business days.

Please note that delivery time of your item may very depending on holidays & peak periods.

No items will be dispatched over the weekend.

Standard Shipping: Please allow up to 10 - 15 business days.

Express Shipping: Please allow up to 6 - 12 business days.

Please note that delivery time of your item may very depending on holidays & peak periods.

No items will be dispatched over the weekend.

Standard Shipping: Please allow up to 10 - 25 business days.

Express Shipping: Please allow up to 8 -18 business days.

Please note that delivery time of your item may very depending on holidays & peak periods.

No items will be dispatched over the weekend.