Frequently Asked Questions
Please refer to the sections below to locate the information you seek. If you encounter difficulty or have further inquiries, do not hesitate to reach out to us. Our team is ready to assist!
Order & Shipping
Do you ship globally and what is the shipping cost?
We ship globally to 100+ countries with AusPost (Australian Post) and DHL. An additional flat rate shipping fee of $30 AUD will be charged when checking out. (Domestic delivery in Australia is free).
How long will it take to receive my order?
Once an order is placed, we typically arrange shipment within 2 business days . Orders placed on weekends or on holidays will be processed on the following business day. You will be notified via email if in the rare case your ordered item is out of stock or expected to experience a delivery delay. We work with our trusted international couriers to proceed a smooth and prompt delivery; delivery takes 5-7 business days on average upon your order.
How do I track my order?
Your tracking number will be shown on your account page after your order is processed.
What if I didn’t receive my item?
As noted above, you are able to track your delivery via a tracking number provided and shared to you through your account page. If in the rare case you do not receive your item, please contact us at: support@hervintageau.com and we will confirm the delivery status with our courier.
How can I change or cancel my order?
We do not accept any amendments to your order after the order is placed. If the shipping address was incorrect, you will pay a rearrangement fee. Once the shipment confirmation email is sent, we cannot make any changes to the delivery destination.
Exchange & Return
What is your return policy?
Returns are possible only when you have received an item different from the one you ordered. To request a return, refund or exchange of a faulty item, please contact us by email within 2 days after you have received your order.
Email to: support@hervintageau.com
We DO NOT accept any returns due to reasons from customer’s personal preferences .All sales are final. Please make sure to read the product's description thoroughly, review images and double-check the details on measurements and conditions before placing an order. Feel free to reach out to us if you need additional information before purchasing.
All sales are final due to the delicate nature of vintage items. The only exception to this policy is if an item is proven to be inauthentic through an official authentication report.
Can I exchange an item?
We do not offer any exchanges of items in line with our return policy above.
General Questions
Are all items sold on Her Vintage Au Authentic?
Her Vintage Au is dedicated to providing you a seamless shopping experience, which is why we offer our Authenticity Guarantee.
All items are sourced directly from reputable and trusted providers, undergoing extensive rounds of authentication. We carefully examine each item through our in-house authentication process and enlist third-party authenticators when needed to ensure confidence in every purchase.
In the highly improbable scenario of a proven counterfeit purchase, we ensure hassle-free returns for a full refund. Although this provision has never been required, it is included in our agreement to provide additional customer security.
Do I need to pay income tax/customs when purchasing Internationally?
Any import duties and taxes outside Australia are charged once the parcel has reached the destination country and these charges must be paid by the recipient of the parcel. We are not in charge or in control of these charges as customs policies vary by country. If you have any questions related to customs charges, we kindly ask you to contact your local customs office.
Her Vintage Au is not liable for any delays with orders because of custom clearances or issues at the destination.
Which payment methods do you accept?
We accept Apple Pay, Google Pay, PayPal, Amazon Pay, credit card payment with American Express, Visa, Master Card or JCB.
Why do identical models have different prices?
The pricing of our items reflects their unique characteristics, such as design, vintage, and condition.