IN STORE PICK UP
IN STORE PICK UP - FREE
We advise if you select In store pick up as your shipping option to come in store and try on the style, or pick up your style asap to make sure there is no delay incase of a return. Our Pick Up Location for all orders is as follows:
1040 Main Road, Eltham 3095
EXPRESS DELIVERY WITHIN AUSTRALIA - $15.00 AUD
On despatch of any item (both domestic and international) the customer will receive an automated email alert generated by Australia Post advising that their parcel has been scanned into the postal system and is in transit. Please note that sometimes these alerts can end up in the Junk Mail folder. If you do not receive this alert please check the Junk Mail.
- You must place your order by 12:30pm (Australian Eastern Daylight Savings Time) on any business day for potential next business day delivery. Please note that next day delivery is not guaranteed by Australia Post however in most cases, orders are delivered the following day in major cities and regional areas excluding WA and NT
- Orders placed prior to 12.30pm Friday will in most cases be delivered the following Monday (above exceptions apply)
- Orders placed after 1.30pm Friday will be despatched the following Monday.
- Orders placed on weekends and public holidays will be dispatched on the next available business day.
- Goods will only be delivered on business days; no deliveries are made on weekends or public holidays. Exceptions to this include extended days (Saturdays) during December to coincide with the Xmas delivery period.
- We do not provide 'return labels'. Customers must return their items for refund or exchange at their own expense.
- Goods may not be delivered next day due to circumstances (such as adverse weather, strikes, natural disasters, system failures ie internet or postal service etc) beyond the control of Venus & Mars or Australia Post.
- As we are not responsible for lost and stolen packages we have added a choice of Signature On Delivery Options for an additional fee. We highly recommend this selection for extra cover on your Order. The extra cover is calculated whist checking out.
Venus & Mars deliver World wide. Depending on the weight; Orders are dispatched via registed international shipping via Australia Post. Please allow five to ten business days for processing and delivery. We post all items in stock within 1 working day however, Australia post handles the goods and subject to the destination results in the delivery time frame. Please visit Australia Post to find out more details on your region. International Shipping requirs an additional cost of $35.00+ depending on Location. Please contact us via phone or email to find out the required shipping cost for your zone or proceed to checkout which will give you the price guide.
Shipping and handling costs are not refundable. You are responsible for the cost of returning goods. Please note Venus & Mars is not responsible for lost or stolen Packages, or any items that are returned to us in error. Ensure you package your return to prevent any damage to the items. Any goods returned are your responsibility until they reach the Venus & Mars Head Office Eltham. Orders must be placed before 1:30pm to ensure it is shipped that Business Day.
(Please Note: ArchFashion Return Request's must be made via the ArchFashion Website. Please follow the instruction's via their online Return's Page > )
We completely understand that you may receive your order and discover your purchased goods are not the right fit or not exactly what you were after. Please do not panic as you can get a full refund upon returning your order within
7 days from the date of dispatch. As all orders will be shipped express; you should receive your order within 1-2 business days, please try the garment on as soon as possible in case you need to notify us of your return. Please try and notify us within 1-2 days of receiving your order to avoid missing the 7 day return period. Once you have notified us (via the Venus & Mars Online Returns Portal
) of your intention to return the goods we will respond with an RA within 2 Business Days. As soon as we receive your return with your authorized RA we will issue you a full refund and notify you via email. If you have any questions about refunds please contact us as we are more than happy to guide you through this process. This policy only applies to Full Priced Items. Please read the important information below as there are T&CS that need to be met to receive a full refund.
To obtain a refund you must meet these return policies;
- Goods must be returned within 7 days of purchase with the original receipt
- Item was not purchased at sale/promotional price
- Item is not an accessory, hosiery, lingerie or swimwear
- Item has not been worn, washed, used, soiled or damaged by the customer
We completely understand that you may receive your order and discover your purchased goods is not the right fit or not exactly what you were after. Please do not panic as we have over 200 current styles to choose from. Once you have notified us (via the Venus & Mars Online Returns Portal) of your intention to return the goods we will respond with an RA within 2 Business Days. As soon as we receive your return we will pack your desired exchange and send it via the original postage method. If you have any questions about exchanges please contact us as we are more than happy to guide you through this process.
Exchanges // excluding final sale items. A handling fee of $13.50 will need to be paid.
We completely understand that you may receive your order and discover your purchased goods is not the right fit or not exactly what you were after. Please do not panic as Venus & Mars Online Credit Notes last for 6 months which gives you 2 seasons worth of new styles! Once you have notified us (via the Venus & Mars Online Returns Portal) of your intention to return the goods we will respond with an RA within 2 Business Days. As soon as we receive your return we will issue you a Online Credit Slip with a coupon code to be used within the checkout of Venus & Mars Online. If you have any questions about Credit Notes please contact us as we are more than happy to guide you through this process. If you already have a credit note with Venus & Mars Online and need to extend the expiry date please notify us via email before the original credit note is expired and the Head Office team will review your request and get back to you within 48 hours.
Credit Note // excluding final sale items.
All returns must be sent back in a tracked satchel and we recommend express post to avoid missing the 7 day cut off period. If the returned package is not received we do not take responsibility on lost or stolen goods. Returns must be received in original condition - unworn, unwashed, with all tags still attached. Returned items not received in their original state will be automatically returned to the customer. Venus & Mars reserve the right to reject a return if we conclude it is not in the original condition. In the rare event that a return is rejected the decision is final.
Order's placed and purchased with a Credit Note cannot be returned for a Refund. If you have purchased an item over the credit note amount you can only get a refund for the amount that used on top of your credit note.
Final Sale Orders are final and are not valid for returns.
A product purchased on Sale that is valid for a return through the returns portal will be issued back as an online gift card.