Shipping & Returns
We are not responsible for any item that is lost in the mail. When tracking shows that your item was delivered to your shipping address, we are not held liable if that parcel goes missing in transit or if your home is unattended. Australia Post will leave it in a safe drop spot or they will take it back to the PO and issue you a collection note. Some customers request leaving at the front door, this is at your own risk. We are not liable if Australia Post advises it was delivered, and you don’t receive it.
If your parcel is lost by Australia Post YOU MUST lodge a dispute by quoting them your tracking number we provided. We cannot do this on your behalf. Please email once this has been done and we will commence action on our end. If they deem the package is lost after investigation, we will issue a credit excluding postage costs, proof must be shown of this outcome.
Return & Exchange Policy
We are not required to provide a refund or replacement if you change your mind, but you can choose a refund or exchange if an item has a major problem.
This is when the item has a problem that would have stopped someone from buying the item if they had known about it, is unsafe, is significantly different from the sample or description, doesn't do what we said it would, or what you asked for and can't be easily fixed.
Any returns due to damage are to be posted within 7 days of your receiving them, after you have contacted us with photos. We have a record of when your parcel is delivered with tracking, for this reason. If the items are not received within 14 days we will not refund or credit.
Please keep your proof of purchase - e.g. your receipt or online order number
PRODUCT COLOUR DISCREPANCIES & PORTRAYAL
Every effort is made to portray items accurately. Please be advised all computer screen colour settings vary and can affect the way the products appear on the viewing monitor.
Vaile shall not be held responsible for any colour discrepancies.
We will make every effort possible to display our products as clearly and accurately as possible.
All of our products are handmade and may vary slightly to the photo.
These are not faults and are part of the character of the item.