Refund policy

Returns Policy

At Victoria Jane, every order is packed with care and attention to detail. We take great pride in our products and hope you love your purchase as much as we loved creating it. However, if you need to return an item, please review the policy below.

To start a return, you can contact us at info@victoriajane.co.nz 

You can always contact us for any return questions at info@victoriajane.co.nz.

Change of Mind

We understand that sometimes things don’t work out. If you’ve changed your mind, we accept returns under the following conditions:

  • Items must be returned within 7 days of delivery.

  • Products must be unused, in their original condition, and in original packaging.

  • A $25 handling and restocking fee per item applies to large and fragile items such as filled poufs, art work and breakables. This fee covers the careful packaging, time, and resources used to prepare your order.

  • Freight charges are not refundable. If your order was eligible for free shipping, the actual freight cost will be deducted from your refund, as this was a cost we covered to get your order to you.

  • Return shipping is at the customer's expense.

Once we receive and inspect your return, we’ll process your refund (minus the handling fee) back to your original payment method. Please allow 5–10 working days for processing.

 Damages and issues

Please inspect your order upon arrival and contact us within 48 hours if your item is damaged, defective, or incorrect. Email our team with clear photos and a description of the issue so we can evaluate and make it right. If your return is approved, we’ll provide a return shipping label and instructions for how and where to send your item. Please note: items sent back without prior return approval will not be accepted.

Certain types of items cannot be returned, like all sale items, custom products (such as special orders or personalised items),earrings and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method, or for change of mind items, a store credit will be processed. Please remember it can take some time for your bank or credit card company to process and post the refund too.


Unfortunately, we cannot accept returns on sale items or gift cards.