Shipping & Delivery

DISPATCH

All stocked items will be dispatched within 24-48 hours from the date the order was placed. Some specialty or pre-order items may take longer to ship; customers will be notified if so. 

- For orders received prior to 12pm (AEST) on a business day - these orders will be shipped the day of receiving the order, once valid payment is confirmed. For orders received after 12pm (AEST) on a business day - these orders may be processed and shipped the next day.

- Please note that all orders will be sent during our operating times of Monday - Friday 8:00am-5:00pm Australian Eastern Standard Time.

- If you need an order safe dropped, you will need select safe drop via your Australia Post tracking portal.

- Please note there may be a delay of up to 2 days during our peak sales periods.

- Shipping days do not include public holidays

SHIPPING TIMES AND TRACKING

All items will be delivered via Australia Post, DHL or Seko. If you would like more information on the location of your items during shipping, it is your responsibility to follow up with Australia Post, DHL or Seko. Once your order is dispatched, you will receive an email with tracking information.

CUSTOMS / ACCEPTANCE OF DELIVERY

Customers are responsible for organising their own acceptance of items based on the delivery options they choose. Any re-delivery of parcels needs to be arranged and paid for by the customer. Please note that unless duties have been prepaid, payable import taxes and duties are the responsibility of the customer. Please check with your local customs to get an idea of any duties or taxes that may apply.

INCORRECT ADDRESS 

If your order has already been shipped, we cannot make any changes as it is now with the courier. However you may be able to contact the courier (found on your tracking) to request any updates. 

If your order hasn't shipped, we may be able to amend this for you. Contact us ASAP and we can see if we can update your details before your order is shipped. Please note, we cannot guarantee that any changes can be made due to the high volume of orders we ship out daily. If the wrong delivery address is provided, we are unable to refund your purchase or replace the goods.

RETURN TO SENDER

If your parcel is automatically returned to sender by the postal service, our returns team will contact you to arrange redelivery when we receive it. This usually occurs when the courier has attempted to make multiple deliveries or your parcel has been awaiting collection from your local post office and is now being returned back to our warehouse. Please note, we are unable to offer a refund for a return to sender parcel.

ORDER DOES NOT ARRIVE 

All parcels shipped within Australia with Australia Post and overseas with DHL or Seko, are dispatched from our warehouse with signature required upon delivery. If you select safe drop with Australia Post or signature release with DHL or Seko, please ensure there is a safe location at your address for the postal service to leave your parcel unattended.

If you have received notification that your delivery has arrived, be sure to check around the front of your shipping address, behind your mailbox, behind plant pots etc, we also recommend checking with your neighbours or building manager to ensure it hasn't been collected on your behalf. VRG GRL is not able to offer any compensation if a parcel has not been received after the postal services have delivered to your address.

CUSTOMER PICK UP

Click and Collect

- We offer free click and collect at our Brisbane warehouse: Brisbane Warehouse

- Click and Collect hours are 9am to 4:30pm (AEST) Monday to Friday.

- Your order will be ready within 2 hours of our warehouse receiving the order

- Orders placed before 2:30pm (AEST) Monday to Friday, can be picked up on the same day. Orders placed after 2:30pm (AEST) Monday to Friday can be picked up the following day. You will be contacted via email when your order is ready for pick up.

- Weekend orders can be picked up from 9am to 4:30pm (AEST) Monday to Friday.

- Pick up days do not include Public Holidays

- Please present your order confirmation email/sms to pick up your order

- Refer to your email confirmation for more information regarding your pick up