Refund policy

At Villetown, we believe shopping should feel as good as the clothes you wear. That’s why your satisfaction is at the heart of everything we do. If something isn’t quite right, we’re here to make it right — with care, ease, and a personal touch.

Return Timeframes

  • Australian customers – Returns accepted within 14 days from the order date.

  • International customers – Returns accepted within 30 days from the order date.

Return Conditions:
To be eligible for a return, items must:

  • Be in their original condition — unworn, unwashed, and with all tags attached.

  • A copy of the order confirmation and Return Merchandise Authorisation (RMA) packing slip is included

How to return your online order:

Step 1: Email Us
Send an email to returns@villetown.com.au with:

    • Your order number

    • The reason for your return (e.g. incorrect size, change of mind, faulty item)

    • Clear photos of the product if the item is faulty or damage. 

    • Mention you prefer an exchange or a refund.

Step  2:Wait for Confirmation
Our friendly customer care team will review your request and respond within 1–2 business days with the next steps. If your return is approved, we’ll send you a return shipping label along with clear instructions on how and where to send your package. Please note that items returned without prior approval will not be accepted.

Step - 3 Package Your Item

    • Keep the item in its original condition — unworn, unwashed, and with tags attached

Include a copy of your RMA packing slip and order number inside the parcel.

  • Send Your Return

    • Print and attach the return label to your package. Insert the RMA slip and drop the parcel at any Australia Post Office.

     

  • Assessment & Processing

    • Once we receive your item, our team will assess it against our returns policy

    • If approved, we’ll process your refund, exchange, or store credit within 3–5 business days.

You can always contact us for any return question at returns@villetown.com.au. 


Damages and issues
Please inspect your order upon reception and contact us immediately at support@villetown.com.au. If the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Items marked as “Sale” are not eligible for returns or exchanges. Contact our team at support@villetown.com.au if you have any questions. 

Exchanges

We offer exchanges for size or colour where stock is available. If unavailable, a refund will be issued.

To initiate an exchange:

1. Initiate the return process by emailing us at returns@villetown.com.au

2. Indicate your preferred exchange item and size.

3. Once we receive the returned item, we will ship your preferred item to the address you provided.

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at returns@villetown.com.au.