Shipping & Delivery

Your order will be fulfilled and dispatched within 24-48 hours from the time and date your order was placed  - see below for further conditions:

• Please note, all orders are only dispatched between operating hours of Monday - Friday 7:00am - 5:00pm AEST excluding QLD public holidays
• If your order is placed Friday after 12pm, your order will be fulfilled and dispatched the following Monday unless there is a public holiday.
• During busy periods, promotional events or sales, there may be slight delays on the dispatch of your order.

All items will be delivered via Australia Post for Australian orders or via DHL for international orders. You should receive regular tracking updates via email or SMS. If you have any issues, questions or concerns, please reach out to our Customer Experience team at info@vrggrl.com.

Delivery time frames are provided in the tables above.

Once your order has left our Distribution Centre we cannot control any delays which may occur from the courier. 

We offer free Click and Collect at our Brisbane Distribution Centre.

At this time we do not offer Click and Collect from our Sydney store location.

• Click and Collect hours are 7:00am to 5:00pm AEST Monday to Friday.
• If you need assistance finding our Distribution Centre, please contact the team on +61 451 059 035
• Your order will be ready within 2 hours of our Distribution Centre 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 Thursday 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 7:00am to 5:00pm (AEST) Monday to Friday. Pick up days do not include Public Holidays
• Please have your order confirmation email or SMS ready when picking up your order. We may also ask to see a form of ID to confirm the pickup.
• Refer to your email confirmation for more information regarding your pick up

*If you select click and collect and cannot pick up your order. Please reach out to our Customer Experience team at info@vrggrl.com  and they will be able to help.

VRG GRL makes every effort to ensure stock levels are accurate at time of purchase. However, if the item(s) you have ordered is not available, you will be contacted and issued a store credit or refund for the out of stock item.

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.

*See Duties and Taxes drop down for more information

For orders shipping to the United States: the price you see is the final cost - no additional duties, taxes, or tariffs will be charged.

For orders shipping to New Zealand, prices include taxes, and duties will be calculated at checkout, if applicable.

For orders shipping to the United Kingdom, Singapore, Hong Kong, the UAE, France, Switzerland, Germany, the Netherlands, Spain, and the rest of Europe: duties and taxes are already included in the product price. There's nothing extra to pay on delivery.

All other countries: whether duties and taxes are included will be shown clearly at checkout before you pay.

Unless duties have been prepaid as part of your order, any import duties or taxes charged by customs are the customer's responsibility. We recommend checking with your local customs authority for an estimate of charges that may apply to your order.

You have 30 minutes after placing your order to go back to your order status page and edit it yourself* - for example, you can update your shipping address, change the size on an item you ordered or add more items to your order.

After those 30 minutes have passed or should you want to cancel your order, please contact our Customer Experience team at info@vrggrl.com.

Please note we will try to accommodate your request if possible but please note there are instances where we can not change or cancel orders due to orders already being fulfilled.

*some exceptions apply - if it is a click & collect or if an item is low in stock, the order will be immediately processed.

If your order has already been shipped, we cannot always make changes as it is now with the carrier. However you may be able to contact the carrier (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 at info@vrggrl.com and we can see if we can update your details before your order is shipped. 

Please note, we will try to accommodate your request but 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.

If your parcel is automatically returned to sender (VRG GRL) by the postal service, our returns team will contact you to arrange redelivery or a store credit when we receive it. This usually occurs when the carrier 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 Distribution Centre. 

For US orders that are returned to sender, we kindly ask you to allow 8 weeks for the parcel to process back at the carrier's sorting hub. We can then arrange redelivery from this location in the US.

Please note, a return to sender fee of $10 is deducted from any compensation received. We are unable to process a refund for return to sender parcels.

All parcels shipped within Australia with Australia Post, are dispatched from our Distribution Centre with signature required upon delivery. 

If you select Safe Drop with Australia Post or signature release with DHL, 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. 

If you live in an area where parcel’s should not be left unattended, we recommend sending the parcel to a PO box or a location that is safe for unattended delivery.

If you have any questions regarding your parcel's shipping, please contact your relative courier: 

DHL Customer Service on +61 37 0356818

Australia Post Customer Service on 13 POST (13 7678)

VRG GRL Customer Experience team: Contact information here