At VUOI, each piece is crafted with care. If something isn’t right, our team is here to help.
Returns & Exchanges
- Change-of-mind returns are accepted for store credit only, valid for 12 months, no cash refund, subject to eligibility below.
- Return request must be submitted within 14 days of dispatch.
- Item must be unworn, in original saleable condition, with original packaging/tags.
- Earrings and pierced jewellery are not eligible for return or exchange for hygiene reasons.
- Bespoke, personalised, made-to-order, sale, and discontinued items are not eligible for change-of-mind returns or exchanges.
- This policy is in addition to your rights under Australian Consumer Law.
Change-of-Mind Returns (Store Credit)
If your return is approved and received in compliant condition, we will issue a VUOI store credit equal to the item value paid.
- Full-price items may be returned for store credit within 14 days of dispatch, provided they are unworn and in saleable condition.
Store credit is valid for 12 months from the date of issue. Change-of-mind returns are not eligible for refunds. This policy is in addition to your rights under Australian Consumer Law.
- Store credit can be used online at vuoi.com.au and in-store
- Original shipping fees are non-refundable
Exchanges
We can assist with exchanges for size (subject to stock availability).
- First size exchange: available for eligible items only
- Return postage to VUOI is the customer’s responsibility
- If re-shipping is required due to failed delivery / returned-to-sender, re-shipping fees apply per our Shipping Policy
Faulty or Incorrect Items
If you believe your item is faulty, damaged in transit, or incorrect, please contact us within 7 days of delivery with:
- Order number
- Clear photos/videos of the issue
- Brief description of the problem
Where required by Australian Consumer Law, we will provide an appropriate remedy (repair, replacement, or refund).
Warranty Note
VUOI offers a voluntary 12-month manufacturing warranty in addition to your ACL rights.
General wear and tear, accidental damage, misuse, and damage caused by improper care are not manufacturing faults.
Return Conditions
To be accepted, returned items must:
- Be lodged within the eligible return window
- Be unworn and in original condition
- Include original packaging, tags, and all included components
- Be securely packed for transit
We reserve the right to reject returns that do not meet these conditions and send them back to the sender.
How to Request a Return
1. Email: hello@vuoi.com.au within 14 days of dispatch.
2. Include your order number and reason for return/exchange.
3. Wait for return approval and instructions from our team.
4. Send the parcel using a tracked shipping method.
5. Once received and inspected, we will confirm outcome by email.
Return Shipping Responsibility
Customers are responsible for return shipping costs and risk until the parcel is received and confirmed by VUOI.
Please use tracked post and keep your lodgement receipt.
Returned-to-Sender Parcels
If an order is returned to sender due to incorrect address, failed delivery/signature, missed collection, or refused delivery, re-shipping fees apply:
- Australia: AUD $10 (Standard re-shipping)
- International: AUD $29.99 (Standard re-shipping)
In-Store / Third-Party Purchases
- Items purchased via VUOI official channels (online or VUOI retail) must follow this policy.
- Items purchased from external stockists must be returned to the original place of purchase.
Contact
Customer Care: hello@vuoi.com.au
Phone: 1300 170 581
