Online Store Frequently Asked Questions
Q. Can I order products by phone?
A. Unfortunately, we do not take orders over the phone. All orders must be made directly from our online store.
Q. Do I need to create an account to shop online?
A. No, you can checkout as a guest when you shop with us.
But we recommend that customers create an account, so you don’t have to enter your details every time you shop online. There are also many benefits such as special offers and regular newsletters.
Q. Do you restock products that are sold-out?
A. Valleygirl has been synonymous with fast fashion in Australia since 1996, and we live up to it by following and setting the latest trends. This means that we rarely restock items, as we prefer to focus on creating new products as we constantly pursue the newest looks and styles.
Q. Can I change or cancel my order once it’s been placed?
A. Unfortunately, the fact paced nature of processing and dispatching our orders means we are unable to amend or alter an order once it has been placed. Please make sure your order is correct before completing it.
Q. Can I purchase gift cards online?
A. No, gift cards can only be purchased in-store.
Q. Do you have a size guide?
A. Yes we do! Please click here.
Q. Can I use a gift card to purchase an item online?
A. No, gift cards can only be redeemed in-store.
Shipping & Delivery
Q. How much does delivery cost?
A. We offer free shipping when you spend over $50 or more to anywhere in Australia.
For purchases below $50, we charge a flat rate of $9.95.
Q. How long will my purchase take to arrive?
A. All deliveries should arrive within 3~5 working days (except WA & TAS, which could take up to 7 working days) from your date of order. If your product has not arrived within this time frame, you can track your order with our courier service using the tracking number provided to you via email.
Q. What kind of delivery service do you use?
A. We send our items via Fastway’s Courier Service and Toll Express which require a signature upon delivery.
Q. How can I track my order?
A. When you order has been dispatched, we’ll send you a confirmation email with a link to our delivery service’s website and a tracking number. Please note that it may take up to a day for the tracking number to be properly entered and displayed on our delivery service’s system.
Q. Do you ship to PO boxes?
A. No, we do not ship to PO boxes as our delivery service requires a signature upon delivery.
Q. How long does it take Customer Service to reply?
A. We do our best to respond within 2 business days, but sometimes we might get a little backed up and it may take a bit longer.
We apologise in advance if we keep you waiting.
Q. Do you exchange items?
A. Due to the difficulty of processing returned items, locating new items and dispatching them, we do not exchange items.
Q. Do you refund items?
A. We do refund items, but any items that are returned must be in new, unworn condition with the tags still attached.
Q. How long do I have to return my item?
A. From the time you make your initial order we must receive your items within 30 days via post.
Q. Can I return my item at a store?
A. Items that are purchased online can only be returned via post to our distribution centre.
Q. How do I return an item I purchased online?
A. Items that are purchased online must be returned via post to our distribution centre. Items should be mailed along with a copy of your packing list as well as an Online Return Form that can be found here.
All orders are dispatched with a packing list and an Online Return Form so please keep it safe in case you have to return your item(s).
Any items to be returned (along with the packing list and Online Return Form) should be sent to:
Attn: Online Customer Service
91 Mars Road, Lane Cove West
Q. What should I do if the item I bought is faulty?
A. If the item you have received is faulty, please send it back to us via registered post with the packing list and an Online Return Form and make sure to enclose the receipt for your delivery option in the parcel for reimbursement.
Q. What should I do if an item I receive is incorrect?
A. If the item you have received is incorrect, please send it back to us via registered post with the packing list and an Online Return Form and make sure to enclose the receipt for your delivery option in the parcel.
Q. What happens if I send my item back and it is outside of the refund period?
A. Any items that we receive after the 30 day refund period has elapsed will be posted back to the customer.
Q. What if my return is lost in the post?
A. We do not take any responsibility for returns that are lost during transit. For that reason, we highly recommend that you use a registered post option with a tracking service so you can keep an eye on your package at all times if you are returning an item.
Q. How long will it take for my refund to be processed?
A. We do our best to process refunds as quickly as we can and aim to refund every customer within 7 business days from the time we receive their item(s). Sometimes there may occasionally be delays due to unforeseen circumstances, so please wait at least 2 weeks from the time we receive your item(s) before contacting customer service if your refund has not arrived yet.
Q. What if my refund amount is incorrect?
A. If you believe you have been incorrectly refunded, please email our Customer Service Team at firstname.lastname@example.org and we will be happy to assist you.
Q. Will my refund include shipping charges?
A. No, postage charges must be paid by the customer.
Q. Where can I find the Online Return Form?
A. Please click here.
Q. What payment methods do you accept?
A. We accept Visa and MasterCard credit/debit cards. You may also use your PayPal account to make your purchase.
Q. Do you accept Valleygirl gift cards as a payment method?
A. No, our gift cards can only be redeemed in-store.
Q. What do I do if I think I have been charged twice?
A. No need to worry; typically when your bank statement displays two charges for the single transaction, it is just a bank issue and will resolve itself in the next 3-5 business days. If the charges persist longer than that, please do not hesitate to contact us or your bank for more information.
Q. Why has my payment been declined?
A. Normally, this will be because you either have insufficient funds in your bank account or you have incorrectly entered in your credit card details. If you’re certain that neither of these is the problem, please try using another card before contacting Customer Service.