Return Policy & Shipping Policy
At VividThread, we want you to love every purchase you make from vividthreadshop.com. We understand that sometimes an item may not work out, or you may have questions about how your order arrives. This document outlines our policies for returns and shipping. Please read them carefully. By making a purchase from vividthreadshop.com, you agree to these policies.
Return Policy
We hope you are delighted with your order. However, if you need to return an item for any reason, we are here to help. Our returns process is straightforward and fair.
Change of Mind Returns
If you change your mind about a full-priced item, you may return it within 14 days of receiving your parcel. To be eligible for a return, the item must be:
- Unworn, unwashed, and unused
- In its original condition with all tags and labels attached
- Returned in its original packaging where possible
For full-priced items that meet these conditions, you may choose one of the following:
- An online credit note (valid for 3 years)
- An exchange for a different size or colour, subject to online stock availability
- A refund to your original payment method (item price only)
Sale and Promotional Items
Items purchased during a sale or promotion (including flash sale styles) can be returned for:
- An online credit note (valid for 3 years)
- An exchange, if the product is in stock
Please note that sale items are not eligible for a monetary refund unless they are faulty.
Final Sale / Non-Refundable Products
Certain items are clearly marked as “Final Sale” or “Non-Refundable” on the product page and at checkout. These items cannot be returned for a refund, credit, or exchange unless they have a major fault under applicable consumer laws. If you return a final sale item due to change of mind, it will be returned to sender.
Faulty or Damaged Items
We take quality seriously. If you receive an item that is faulty or damaged, please contact us immediately through the support channels on our website. We will guide you through the return process. Depending on the nature of the fault, you may be entitled to a repair, replacement, or refund under applicable consumer guarantees. We may request photos of the fault to help resolve the issue quickly.
Items with a Security Tag
If you receive an item with a security tag still attached, please contact us. You may return the item to us to have the tag removed, or you can visit a local physical store (if available) for immediate removal. We will work with you to resolve this as quickly as possible.
Incorrect or Missing Items
If you receive the wrong item, or if an item is missing from your shipment, please notify us through our website’s support page. We will arrange for the correct item to be sent to you or issue a refund for the missing item. For incorrect items, we will provide a free return label so you can send the item back to us.
Exchanges
Exchanges are subject to online stock availability. If you request an exchange and the desired size or colour is out of stock, we will issue a refund or online credit note instead (depending on whether the original item was full-priced or on sale). We cannot hold or pre-order stock for exchanges.
How to Initiate a Return
To start a return, please visit our Returns Portal (accessible through our website). You will need your order number and the email address used to place the order. Follow the instructions to generate a return label. Pack the item(s) securely, include any relevant documentation, and send the parcel back to us using the provided label.
We recommend using a trackable shipping service, as we cannot be responsible for items lost in transit back to us.
Important Return Notes
- Return requests must be initiated within 14 days of receiving your order.
- Items must be returned in their original, saleable condition.
- For hygiene reasons, we cannot accept returns of face masks, swimwear, earrings, or pet clothing unless there is a genuine manufacturing defect.
- During busy sales periods, returns processing may take longer than usual. We appreciate your patience.
- Online credits are valid for 3 years and can be used online or in physical stores (where applicable).
Shipping Policy
We are committed to delivering your order in a timely and reliable manner. Below is our shipping policy.
Order Processing
Once you place an order on vividthreadshop.com, our team begins preparing it for dispatch. During promotional periods or public holidays, processing may take slightly longer. You will receive a dispatch confirmation email with tracking information once your order has been handed over to the carrier.
Domestic Shipping (Within Australia)
We offer multiple shipping options for domestic orders. Standard shipping is suitable for most orders, while express shipping is available for faster delivery. Delivery times are estimates and may vary depending on your location and carrier performance. You will see available options and estimated timeframes at checkout.
International Shipping
We ship to many countries around the world. International orders are sent via Australia Post International or DHL International, depending on the destination. Delivery times vary by country. Please note that international orders may be subject to customs clearance, which can cause delays beyond our control.
You are responsible for ensuring that you can legally receive the products in your country. We are not responsible for any customs duties, taxes, or import fees levied by your country. These charges, if applicable, are payable by you. Please check with your local customs office before ordering.
Order Tracking
All orders receive a tracking number via email once dispatched. You can use this number on the carrier’s website to see real-time updates on your parcel’s location and estimated delivery date.
Multiple Shipments
Because we source products from multiple locations across Australia, your order may be split into several shipments. You will receive a separate dispatch notification and tracking number for each shipment. You will not be charged any additional delivery fees for split shipments.
Failed Delivery Attempts
If you are not available to receive your parcel, the carrier may leave it in a safe place, or they may leave a notification card directing you to a local collection point. It is your responsibility to collect the parcel within the carrier’s holding period. Orders returned to us due to failed delivery attempts may be subject to additional fees for re-dispatch.
Lost or Stolen Parcels
We strongly recommend using a secure delivery address (such as your workplace) to minimise the risk of lost or stolen parcels. Once a parcel is marked as delivered by the carrier, we are not responsible for theft or loss. If your tracking shows “delivered” but you cannot find the parcel, please check with neighbours, your local post office, and any safe drop locations. You may also need to contact the carrier directly.
Pre-Orders
Some items are available for pre-order before they arrive in our warehouse. When you place a pre-order, you are reserving the item. The estimated availability date is provided on the product page. This date is an estimate only and may change. We will keep you updated via email. Pre-order items are not eligible for promotional discounts unless stated otherwise. Your payment will be processed at the time of pre-order.
Delivery Address
Please ensure your delivery address is correct at checkout. We cannot redirect orders once they have been dispatched. If you provide an incorrect address, you may be responsible for any additional shipping charges or lost parcels.
Contact Us
If you have any questions about returns or shipping that are not answered here, please contact us through the support page on our website. We are always happy to help.