Frequently Asked Questions

Contact Us

How can I get in touch with you? 

For any inquiries, please email our customer service team at villavibesoffice@gmail.com. We’re here to assist you and will respond as soon as possible. Please note that we may not receive your customer support message via Instagram or Facebook, so we kindly ask you to reach out via email. Sending multiple emails may lead to processing delays. Thank you for your understanding! 😊

Office Hours 

Our customer service team is available Monday to Friday from 09:00 to 17:00. ⏳

Payments

What payment methods do you accept? 

😊 We offer the following payment options for your shopping convenience:

- PAYPAL: If you opt for PayPal, you will be redirected to log in or create an account. You can choose your preferred payment method (credit card, direct debit, or PayPal credit) and confirm your payment. We will receive a confirmation from PayPal and ship your items promptly.

- PAYPAL IN 4: allows eligible shoppers to pay for purchases over time with four interest-free instalments, typically over six weeks, after an initial payment. At checkout, if the purchase and customer are eligible, the Pay in 4 option is presented. After selecting it and completing a quick approval process, the first 25% payment is made, and the remaining three payments are automatically charged to the user's PayPal account fortnightly. 

- CREDIT CARD: We accept Visa, MasterCard, American Express, Apple Pay, Google Pay, and Shop Pay. Our secure payment provider, Stripe, ensures a smooth experience directly within our checkout process. Your credit card will be charged once your order is completed.

- AFTERPAY: If you opt for Afterpay, you will be redirected to a log in or create an account page where you can organise payment. Afterpay in Australia allows customers to purchase items immediately and pay for them in four equal, interest-free instalments over six weeks. The first payment is due at the time of purchase, and the remaining three are scheduled every two weeks. We will receive a confirmation email from Afterpay and ship your items promptly.

Shipping

When will my order be shipped? 

⏳ Orders placed before 11:00am will start processing on the same day. Orders placed after 17:00pm will be processed on the next day. Shipping times may vary based on product availability but our aim is to finish picking and packing and ship to you as soon as possible.

• Global Warehousing: Our fabulous products are sourced from warehouses around the globe! In the rare case that the item you ordered isn’t available at our primary warehouse in Australia, we may need to fetch it from one of our other locations. We appreciate your understanding as we ensure you receive your order! 🌍
  
  

Where can I find my order details? 🎁 

Once your order ships, you will receive a confirmation email at the address you provided during checkout. If you don’t see an email, please check your spam folder and add villavibesoffice@gmail.com to your safe sender list. You can also track your order status on the 'Track Your Order' page at the bottom of the website.

Global Warehousing: Our fabulous products are sourced from warehouses around the globe! In the rare case that the size or garment you ordered isn’t available at our primary warehouse in Australia, we may need to fetch it from one of our other locations. We appreciate your understanding as we ensure you receive your order! 🌍

Can I redirect my parcel to a different address? 

For security reasons, we are currently unable to change the shipping address for orders once they have been placed.  

• Approved Delivery Addresses: Unfortunately, our courier cannot deliver to parcel lockers or P O Boxes so be sure to give us a home or work address for a fast delivery.

What should I do if my package is lost? 🚀 

While lost packages are uncommon, if your order does not arrive, please contact us on villavibesoffice@gmail.com for further details - the carrier will be asked to address the issue as we are not responsible for lost or misdelivered packages.

🎁 Will I get a refund on my delivery charges if I return my order? 

Unfortunately, we are unable to refund any shipping charges, duties, or taxes associated with your order. For more details, please refer to our shipping policy.

Villa Vibes is not liable for the cost of your return shipping of a garment and recommends keeping your proof of postage, as we are not responsible for lost or misdelivered packages.

Order Information

I have questions about sizing. Where can I find help? 😊  

We want every customer to find their perfect fit! For general sizing information, please consult our size guide on each garment. It is important to measure yourself when choosing your garment size to avoid the expense in returning the garment for a different size. If you have specific questions, feel free to email our customer service team.

Why was my order cancelled? 🌟 

We apologize for any inconvenience caused by the cancellation of your order. Please contact our Customer Service team to address any issues quickly at villavibesoffice@gmail.com

I've changed my mind and want to cancel my order. How can I do that? 

🎁If you wish to cancel your order, please reach out to our Customer Service team as soon as possible. You may cancel at any time before it ships, but we cannot make changes once the order has left our facility. 

I mistakenly ordered the wrong item or size. Can I edit my order? 

Unfortunately, we are unable to modify an order once it has been shipped. However, contact our customer service team quickly to see if changes can be made. If not, once your receive your parcel, you may be able to return the garment for a different size, provided it is still available. 🌟

Order Tracking

I’m excited to track my order! How can I check its status? 

😊 Once your package has shipped, you will receive a tracking number via email. You can use this number on our 'Track Your Order' page at the bottom of the website or in the email to check the status of your delivery.

What if I don’t see tracking details when I check my order? 

You will receive a shipping confirmation email as soon as we dispatch your parcel. If you didn't receive an email, please check your junk folder. If there are no tracking details available 72 hours after your order, please reach out to our Customer Service team. 🌟

Returns

I’m not satisfied with my purchase and need to return an item. What’s the process? 

We're sorry to hear you're not happy with your purchase. Please visit our Refund Policy page for detailed information on our return and exchange procedures. 🎁