1. How long does delivery take?

The average delivery time is 5 to 12 days. At Voila-Melbourne, we endeavour to deliver your package on time. Should it take longer, you can always contact our customer service. They will be happy to help you!

 

 

 2. What is your return policy?

There may be times when you want to return an order. Perhaps because you don't like the product or for some other reason don't want to keep the order. Whatever the reason, you have the right to cancel your order within 30 days of receipt without giving any reason.

 

After cancellation, you have another 14 days to return your product. You will then be credited for the full order amount, including shipping costs. Only the return costs from your home to the warehouse are at your own expense. These costs depend on the product and the parcel, see your carrier's website for exact prices. If you wish to exercise this right, please contact us at info@voila-melbourne.com. We will then refund the order amount within 14 days of receiving notification of your return, provided that the product has already been received in good condition.

 

If the product is damaged or the packaging is more damaged than necessary to try the product, we may deduct this impairment from your refund. Please treat the product carefully and make sure it is well packed when you return it.

 

 

 3. What happens if I receive the wrong item?

Contact us within 7 days of receiving your order if you have received incorrect, missing and/or defective goods. Please include your order number, pictures of the item(s) and any references when you contact us about your parcel. We will do our best to resolve your case as soon as possible.

 

 

 4. How secure is my online order?

When you place an online order with your credit card, all your details are entered on an SSL-encrypted website. Your information is then SSL encrypted and sent directly to our credit card provider's network where your card and the transaction is approved and authorised. Your credit card details are not stored on our servers.

 

How secure is my online order?

When you place an online order with your credit card, all your details are entered on an SSL-encrypted website. Your data is then SSL encrypted and sent directly to our credit card provider's network, where your card and the transaction are approved and authorised. Your credit card details are not stored on our servers.

 

 

 5. What is the shipping price?

As a special service, we currently offer free standard shipping to our customers in Australia.

 

 

 6. Where is my parcel?

When the parcel is ready, it will be handed over to our shipping company and you will receive a tracking notification.

 

For logistical reasons and to optimise delivery time, the order may be sent in several partial deliveries.

 

Track your order by clicking this link.

7. Why is the tracking of my parcel not working?

In some cases, the carrier may need 1-2 working days to update the location of the parcel. In these cases, we ask for your understanding and patience.

 

 8. Do you want to exchange an item?

No problem at all! Please contact info@voila-melbourne.com. However, you will be responsible for the cost of returning the item.

 

 

 9. Wrong delivery address?

If you have mistakenly entered an incorrect delivery address, please contact us via email as soon as possible. We will then try to change the order for you.

 

If you have any other questions (about shipping, ordering, returns, etc.), please send us a message under the ‘Contact’ menu and we will respond as soon as possible! Or via email: info@voila-melbourne.com.