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 $25 or more to anywhere in Australia.
For purchases below $25, 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 TNT 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 Shipping 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 extensive stock movement and the difficulty in locating required items, we do not exchange online purchases.
Q. Do you refund items?
A. Yes we refund items. Any items that are returned must be in new, unworn, unwashed 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. Yes, Online purchases can be returned by visiting one of our Valleygirl stores. The returned items must be new, unworn, unwashed, with tags still attached.
Q. How do I return an item I purchased online?
A. Online purchases can be returned by posting them to our Head Office or, visiting one of our Valleygirl stores. within 30 days from the initial date of purchase. Items must be returned with the Order Receipt and the completed Online Return Form here.
Any items to be returned via mail should be posted with the Order Receipt and Online Return Form to our Head Office address below :
To: Fast Future Brands Ltd.
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 Order Receipt and the Online Return Form. Please make sure to enclose the receipt for the postage fee so that this cost may be reimbursed with your Refund.
Q. What should I do if an item I receive is incorrect?
A. If the item you have received is incorrect, please contact our Customer Service Team so that a prepaid postage satchel can be sent to you to post the incorrect item back to us. We will send you the correct item upon receipt of the incorrect item.
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 return period will be denied and the items will be posted back to you.
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 via mail.
Q. How long will it take for my refund to be processed?
A. Items returned to any of our Valleygirl stores will be refunded immediately.
For Returns received via mail, refunds will be processed within 7 business days of receiving the returned item(s), though the time until the finalisation of payment may vary depending on the Customer’s bank.
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 the item(s). Sometimes there may be occasional delays due to unforeseen circumstances, so please wait at least 2 weeks from the time we receive your item(s) before contacting our Customer Service Team if you find that your refund has not been credited.
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.