Shipping & Returns Policy
Last updated: 4 November 2026
Where We Deliver
We deliver to addresses across Australia — New South Wales, Victoria, Queensland, Western Australia, South Australia, Tasmania, the Australian Capital Territory and the Northern Territory, including Sydney, Melbourne, Brisbane, Perth, Adelaide, Hobart, Canberra and Darwin. This store does not ship outside Australia.
Delivery Cost
Delivery is free on every order. There's no minimum spend and no shipping charge added at checkout.
Delivery Times
Orders are processed within 2 business days and then take 3–5 business days in transit, so please allow 5–7 business days in total. Remote and rural areas can occasionally take a little longer. Every order ships in plain, unbranded packaging with no product images or lingerie branding on the outside.
Change-Of-Mind Returns
If you change your mind, you have 14 days from delivery to return an item for a refund. To qualify, it must be unworn, unwashed, and returned with its original tags and hygiene liner attached. This is standard for lingerie for hygiene reasons — items returned without the hygiene liner can't be accepted. We don't offer exchanges; if you need a different size or colour, return the item and place a new order.
How To Return An Item
Email admin@vipcustomerservice.care with your order number and the item you'd like to return, and we'll reply with the return address and instructions. Please don't send items back before we've replied. We recommend a tracked postage service, as the item is your responsibility until it reaches us. Change-of-mind return postage is paid by you.
Refunds
Once we've received and checked your return, we'll refund your original payment method. Refunds are usually processed within 5–10 business days of the item reaching us; your bank may take a few extra days to show it.
Faulty, Damaged Or Incorrect Items
If an item arrives faulty or damaged, or we've sent the wrong thing, email us with your order number and a photo as soon as possible. We'll arrange a replacement or refund and cover the return postage.
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. This policy is in addition to those rights.
Contact Us
Questions about a delivery or return? Email admin@vipcustomerservice.care or call +44 208 242 1534. Full company details are on our Contact page.