FAQ’s

Most Frequently Asked Questions

If you can’t find the answer to your question here please contact us via email at: info@villaverdeliving.com.au and we’ll be sure to get back to you shortly.

1. What’s our Return Policy?

We accept returns within 30 days of your order purchase date as long as the item is unused, undamaged in any way and in its original packing (ie. tags attached, unwashed and unworn).

Easily make a return using parcel point. For all the information about returns please visit our ‘RETURNS’ page.

We don’t accept returns on Intimates, Swimwear and Sale/ Discounted items.

2. When will I receive my refund or store credit?

Returns can take 3-5 business days to reach our warehouse after you have lodged the return, depending on your location. Once we receive the return at our warehouse, your return will be processed within 3-5 business days. For refunds, please note that your financial institution may need an extra 3-5 business days to clear the funds back into your account.

At worst case your refund may take up to 10 business days to be returned to your account after we have receive the returned goods.

You will receive an email once the credit/refund has been finalised.

3. Do we ship Internationally?

Yes, we do! At checkout shipping to your country will automatically be calculated and displayed. If shipping to your country hasn’t been setup, please contact us via email info@villaverdeliving.com.au and we can give you a specific shipping quote based on your order and location.

Please note that we cannot send many large and bulky items internationally at this point. Please contact us for more details.

International orders are sent via registered Auspost, so you can track your items once lodged.

Turn-around time for international orders varies depending on your location. Please allow from 7-21 days after item has been dispatched.

Please contact us via email info@villaverdeliving.com.au for International returns, and we will help get things organised.

4. What happens after I place an order?

After you place your order, you will receive an order confirmation email for your records. We’ll ensure we book your order for dispatch within 48 hours of receiving your order. You’ll receive a ‘dispatch notice email’ which is automatically triggered when AUSPOST picks up your order.

Your tracking will be specified in this email.

Delivery timeframes vary depending on your location. NSW, VIC, QLD, SA, ACT will generally take 3-5 days after dispatch. TAS & WA can sometimes take and extra 1-2 days, depending on your exact location and when you placed your order.

5. How do I track my Order?

Your tracking number and courier service provider are displayed in the ‘dispatch email’. Please head to the carriers website and enter your tracking number in the relevant fields. If you need help, please contact us via email at info@villaverdeliving.com.au

6. How much will it cost me in postage?

Shipping is FREE for all orders over $250 within Australia. (ex Bulky items – ie furniture, large art etc)

Bulky goods have flat fee shipping calculated at checkout, the price should also be displayed in the shipping section on the product page.

International postage varies depending on your location and will be calculated at checkout.

7. What payment methods do you use and is it safe?

We accept Visa, MasterCard, PayPal, store credits and VVL Gift Cards.

We have the highest security policy to guarantee credit card details are kept safe. We strive to ensure that every credit card transaction occurs within a secure environment and our payment system has a 128-bit SSL security encryption certification.

We do not hold any of your credit card information, it is submitted directly to our banks. Our customer’s security is our priority and we guarantee that your credit card and bank account information is secure every time you make an order with us.

8. If my order arrives damaged or faulty, what do I do?

We check every item when we receive items into our warehouse and before it leaves our warehouse. In the unlikely event of your item getting damaged in transit, please email us with pictures of the damage within 3 business days or receiving your goods. Once we review the damage, we will email with further instructions.

9. How do I use promo codes on the site?

After you have added all the items you would like to purchase, please enter your promo code on the CART page before checkout. If you’re having any problems please contact us via email at: info@villaverdeliving.com.au

10. Where are your store locations?

We have one very special store at present located in Caloundra on the Sunshine Coast QLD, and according to our many valued customers who keep coming back it is one of the most beautiful and unique stores they have ever seen! (No we are not kidding, and just quietly… we like to agree! After all the customer is always right!) So if you are near or far it really is worth the trip and there’s so much to do in and around our beautiful town. Go to our contact page for more details and the Google map.

From time to time we will have pop-up stores, which we will notify people of through our Newsletter and on our Facebook page. So stay informed, join our VIP list and don’t miss out on any of the action!

11. Where do I enter Discount Codes or Gift Cards?

You can enter any discount codes and Gift Cards on the Cart Page. The discounted value will display in the Cart total after applied.