Shipping policy
Shipping & Returns Policy
Value Village Australia ABN 30 629 122 872
We want you to have the best possible customer experience while shopping with us. If you need any customer help in selection of the product or have a service enquiry pre or post purchase, please reach out to our team as we are here to help.
Our Product Guarantees:
Change of Mind- Our 30 days change of mind policy is there to give you a peace of mind that if you want to return the product then you can absolutely do so and we will issue a refund (excluding postage cost) as along as the product is returned unused and without any damage in original packaging.
Damaged Item at Delivery- In the rare event that your item arrives damaged, we will take full responsibility and arrange a replacement or offer a full refund at our cost. Please notify us within 48 hours of receiving the item to be eligible for this guarantee. We require photos and were possible a short clip video to help us see the damage quickly.
Faulty Item Assurance: Should your item develop a fault after delivery, we will thoroughly assess your claim and offer an appropriate remedy, which may include a replacement, full refund, or other suitable solution. We require photos and were possible a short clip video to help us see the fault quickly.
For health and hygiene reasons, we regret that we cannot accept returns or issue refunds for the following items: Towels, Bed Toppers, Quilts, Quilt Covers, Sheet Sets, Pillows, Pillow Protectors and Mattress Protectors.
Please note that the images and videos on the website are for reference only. Please refer to our Colour & Image Disclaimer for further details.
Shipping
We currently ship Australia wide.
We offer Free Standard Shipping on orders above $99 to most Australian metro postcodes. Shipping to other post codes will be calculated based on delivery location and order size/weight.
Delivery Timeframes
Delivery timeframes are estimates only and commence once your order has been dispatched.
- Standard Shipping: Typically 2–5 business days
- Express Shipping (where available): Typically 1–2 business days
- Regional and remote areas may require an additional 1–3 business days
Order Processing
- Orders are typically dispatched within 1 business day of receiving cleared payment
Once your order has been dispatched, you’ll receive a shipping confirmation email with tracking details.
Important Delivery Information
- We recommend providing a delivery address where someone will be available during business hours
- Once dispatched, orders cannot be redirected
- Delivery timeframes are provided as a guide only and may be impacted by courier delays outside our control
Returns & Exchanges
Our Returns Policy is in addition to your rights under the Australian Consumer Law.
Change of Mind Returns
If you change your mind, we’re happy to offer a refund or exchange provided:
- The return request is made within 30 days of receiving your order
- Items should be unused, in original condition, and returned with original packaging, labels, and accessories
- Proof of purchase is provided
Please note:
- Return shipping costs for change‑of‑mind returns are the customer’s responsibility
- Original shipping charges are not refundable
How to Request a Return
- Contact our customer support team by emailing them at service@valuevillage.com.au
- Include your order number and reason for return
- Once approved, we’ll provide return instructions
Please do not send items back without approval, as this may delay or void your return.
We recommend using a trackable shipping service, as we cannot be responsible for items lost in transit.
Carefully pack and return the item to us by post. Please note that return postage due to change-of-mind is at the customer's cost and risk.
Refunds
- Approved refunds will be processed to the original payment method
- Refunds are processed within 5-7 business days of receiving and inspecting the returned item
- Your bank or payment provider may take additional time to reflect the refund
Faulty or Incorrect Items
If your item is faulty, damaged, or not as described, you are entitled to a remedy under the Australian Consumer Law.
Please contact us as soon as possible with:
- Your order number
- Photos of the issue (where applicable)
- Short video (where possible)
We’ll organise a replacement, repair, or refund at no cost to you, including return shipping where applicable.
Cancellations
- Orders may be cancelled prior to dispatch
- Once an order has been dispatched, cancellation is no longer possible
Contact Us
If you have any questions about shipping, returns, or your order, our team is happy to help.
📧 Customer Support: by contacting us at service@valuevillage.com.au
Colour / Image / Video Disclaimer
The information provided on this website is for general information purposes only. Every endeavour is made to keep the product information complete and correct, however the customer is responsible for ensuring the product they purchase is suitable for their specific requirements. For personalised service and recommendations, please contact us via contact us page. Please note any advice given by our staff will be based on the information provided at the time by the customer and therefore Value Village Australia will only be responsible for correct advice per that information, not the actual situation.
Despite every effort to provide accurate images and videos of each product’s colour and design, actual colours and design may vary slightly, due to different device screen settings, the lighting in the installation location, slight differences in product finishes over time and other factors. Value Village Australia will not accept responsibility for any colour or design differences that are not factory faults. In purchasing from Value Village Australia, you agree to accept the small risk that there will be a slight variation between the actual colour and design, and the representation on our website. In addition, please be aware that colours and textured finishes often vary between manufacturers; for example slightly different shades of ‘White’, different degrees of shininess, and different looks and feel for material.
Any returns for a product due to customer dissatisfaction with a finish (that is not a manufacturing fault) will need to comply with the Value Village Australia change of mind policy.