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Frequently Asked Questions

  • We offer you the peace of mind of a secure online store.
  • To easily find what you are looking for, we offer both an easy menu system and simple search functionality.
  • Once you have found the right look for you, click on the image to go to the product page.
  • Here you can view other photos and check availability in your size.
  • Sale of our products is subject to availability of stock.
  • If there is not a cross through your size, you're good to go!
  • Click on your size and then select “add to cart”.
  • You can then choose to checkout by selecting “check out” or continue shopping by closing the shopping cart panel or
  • If you continue shopping you can checkout after adding another item, or anytime by clicking on the shopping trolley logo in the top right-hand corner of the page.
  • You will be invited to login to your account or to enter your contact and shipping information.
  • You also have the opportunity on this page to enter gift card or discount code information by entering it in the designated field and clicking “Apply”.
  • Once complete, click “continue to shipping method”.
  • Please ensure you double check your order shipping address prior to selecting “continue to shipping method” as your order will be returned if the address is invalid or entered incorrectly and a return postage fee will apply.
  • You will now have the option to select standard or express shipping, based on the cost and estimated delivery times provided.
  • Once complete, click “continue to payment method”.
  • You will now have the option to select your preferred payment method. We do not charge any fees for payment, regardless of method.
  • Enter your relevant payment details.
  • Select whether to use your shipping address as the billing address or to provide a different billing address.
  • We then recommend you select the “save my information option” for the reasons outlined below.
  • Once complete, click “complete order”.
  • On the final page, review your order and once happy, click "pay".
  • You will receive a confirmation email once complete.
  • You will receive a second email with tracking number once shipped.
  • You can pay via Afterpay, zipPay, Apple Pay, PayPal, Mastercard, Visa, American Express or bank deposit.
  • If you wish to pay by Bank Deposit, please email orders@brickcityvillin.com immediately after completing your purchase otherwise your order may be subject to delay.
  • Please be aware that some payment options, including AfterPay, zipPay and Apple Pay, will incur a fee of up to 7% should you seek a refund.
  • Your payment will be made immediately upon clicking 'Pay' on the final page of the check-out process.
  • The only exception is for customers opting to pay by Bank Deposit. In this case, payment will be taken immediately upon clicking 'Pay' on the final page of the check-out process.
  • Yes. If your order has not yet been shipped you may cancel your order.
  • However, some payment options, including AfterPay, zipPay and Apple Pay, will incur a fee of up to 7% should you seek a refund.
  • If your order has been shipped, please refer to our Returns Policy page.
  • We know your privacy is important to you and protecting it is of the utmost importance to us.
  • If you are a member of our Crew, you can login any time by selecting the “My Account” (person) symbol in the top right-hand corner of the screen and entering your details.
  • This will allow a faster checkout process anytime you order and ensure you receive product updates and special crew member only offers before the public.
  • You can also view all previous orders through your account and soon will be able to monitor your Villin Rewards Points which can be used as cash on our site.
  • For information about how we collect, handle and use personal information, please visit our Privacy Policy page.
  • When your order is placed and processed, you will receive an email confirming your address and items purchased.
  • Once your order is shipped, you will receive a second email with a link to your tracking information.
  • You can track and make changes to your delivery instructions via this link. If your order is delayed, please contact the relevant courier or postal service.
  • If you are an international customer, please be note that your package may be subject to delays in your country's customs.
  • For more information, please visit our Shipping Policy page.
  • All delivery times are subject to courier availability and international customs.
  • The below estimates are offered purely as a guide to assist with your ordering.
  • We accept no responsibility for delayed deliveries but will assist in tracking your package.
  • Australia
    • Standard: 2 to 10 business days
    • Express: 1 to 4 business days
  • New Zealand
    • Standard: 5 to 10 business days
    • Express: 3 to 7 business days
  • International
    • Standard: 5 to 13 business days
    • Express: 3 to 8 business days
  • During peak holiday periods, please allow up to an additional 10 business days.
  • If your order is delayed, please contact the relevant courier or postal service.
  • If you are an international customer, please be note that your package may be subject to delays in your country's customs.
  • For more information, please visit our Shipping Policy page.
  • We deliver to over 150 Countries worldwide, including Australia, New Zealand, South Africa, America, Canada and the United Kingdom, as well as a wealth of other countries throughout Europe, Middle East, Asia, South America, Central America and Africa.
  • However, as all stock is sent from Australia, delivery costs and timeframes can sometimes be higher than expected.
  • You are also responsible for any import duties and taxes imposed by your country’s relevant Customs team or similar authority.
  • Please check these costs prior to purchasing as some countries have particularly high rates.
  • If your country is not yet listed at our checkout, please email orders@brickcityvillin.com so we can add it in and update the shipping costs.
  • For more information, please visit our Shipping Policy page.
  • Yes we do.
  • Orders placed before 1pm Monday to Friday (AEST) will be shipped the same day.
  • Orders placed after 1pm Monday to Friday (AEST) will be shipped the next business day.
  • Orders placed on weekends or Queensland public holidays will be shipped the next business day.
  • Once your order is shipped, you will receive a second email with a link to your tracking information. You can track and make changes to your delivery instructions via this link.
  • For more information, please visit our Shipping Policy page.

For orders over $100 we offer:

  • Free standard shipping Australia-wide
  • $5 express shipping Australia-wide
  • $10 off standard and express international shipping

 

For orders under $100 we charge:

  • Australia
    • Standard: $9.95
    • Express: $14.95
  • New Zealand
    • Standard: $19.95
    • Express: $29.95
  • International
    • Standard: From $24.95
    • Express: From $39.95
  • You are also responsible for any import duties and taxes imposed by your country’s relevant Customs team or similar authority.
  • Please check these costs prior to purchasing as some countries have particularly high rates.
  • For more information, please visit our Shipping Policy page.
  • Absolutely!
  • We want our customers to be able to purchase with complete peace of mind, so we are always happy to provide an exchange, store credit or refund.
  • You can return any item within 30 days of purchase. If 30 days have passed, it will be at our discretion to accept your return.
  • The item must be unused and in the same condition that you received it, with swing tags attached. It should also be returned in the original packaging.
  • Goods may be tried on for fit but must be otherwise unworn.
  • If there was an error with your order, we will pay the shipping to return the item back to our warehouse and to send the replacement item back to you. This may include being sent the wrong item or size, and damaged or faulty products.
  • If the error was your's, you are responsible for paying the shipping to return the item back to our warehouse and to send the replacement item back to you. This may include ordering the wrong item or size, and change of mind situations.
  • To complete a return, please follow our simple Three Step Returns process on the Returns Policy page.
  • For more information, please visit our Returns Policy page.
  • Absolutely!
  • We want our customers to be able to purchase with complete peace of mind, so we are always happy to exchange sizes - they have to fit properly!
  • You can return any item within 30 days of purchase. If 30 days have passed, it will be at our discretion to accept your return.
  • The item must be unused and in the same condition that you received it, with swing tags attached. It should also be returned in the original packaging.
  • Goods may be tried on for fit but must be otherwise unworn.
  • You are responsible for paying the shipping to return the item back to our warehouse and to send the replacement item back to you.
  • To complete a return, please follow our simple Three Step Returns process on the Returns Policy page.
  • For more information, please visit our Returns Policy page.
  • In the rare event you receive a damaged or faulty product, or if your product does not age as expected of a quality brand, please return it to us as soon as possible so we can send you a replacement immediately.
  • You can return any item within 30 days of purchase. If 30 days have passed, it will be at our discretion to accept your return.
  • To complete a return, please follow our simple Three Step Returns process on the Returns Policy page.
  • Once the item(s)’s condition has been verified, our Customer Service team will contact you to approve or reject your request and advise next action.
  • Damage deemed to be caused by accident, improper care, negligence, normal wear and tear, or natural breakdown of colours and material through time, exposure or extensive use will not qualify for an exchange, store credit or refund.
  • Where the return is deemed to be a faulty product, we will pay the cost of your shipping to return the item back to our warehouse and to send the replacement item back to you.
  • For more information, please visit our Returns Policy page.
  • Where you have elected for a refund, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
  • The processing of this is dependent on your financial institution. We will send you an email to notify you that we have processed your refund.

The amount you are refunded may be reduced due to:

  • fees charged by your credit card company or the company through which you made your payment. You should contact your financial institution or the company providing the payment method to determine any costs they may charge for accepting a refund. Should you wish to avoid these fees, you can accept the option for Store Credit; and
  • free shipping received with your initial order, where you seek a refund and this causes the overall original order value to fall below the $100 free shipping limit. In this case, the direct reasonable cost of shipping associated with the good(s) as retained by you from the original order, will be deducted from the amount refunded.
  • To complete a return, please follow our simple Three Step Returns process on the Returns Policy page.
  • Once the item(s)’s condition has been verified, our Customer Service team will contact you to approve or reject your refund request and advise next action.
  • Where the return is deemed to be a faulty product, we will pay the cost of your shipping to return the item back to our warehouse.
  • For more information, please visit our Returns Policy page.
  • Information passed between your computer or electronic device and our website cannot be read in the event of someone else intercepting it.
  • Our third-party payment gateway providers, Shopify and PayPal, are leaders in processing and handling online payments.
  • They use industry-standard encryption systems for potentially sensitive information, such as your name, address and credit card details.
  • By visiting our site and/or purchasing something from us, you agree to be bound by our Terms and Conditions.
  • They apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.
  • Please read them carefully before accessing or using our website.
  • By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services.
  • For more information, please visit our Terms and Conditions page.
  • We know your privacy is important to you and protecting it is of the utmost importance to us.
  • We collect your personal information for a number of reasons to help provide the best possible customer experience.
  • For information about how we collect, handle and use personal information, please visit our Privacy Policy page.
  • The new Villin Ambassador Program is capped and exclusive.
  • We don't follow the rest and “followings” mean little in terms of where you stand within our crew. We look for more to gauge your value!
  • We are looking for role models our fans can look up to and be inspired by on their journey. You could be just that!
  • We have introduced a reward system with ever-increasing perks and prestige within our company. Like any respected crew; the more you put in, the more we will look after you.
  • If you think you have what it takes to join our Crew, please complete the form on the Ambassdor page.
  • Alternatively, you can send an email with your name, age, location, rates, social media handles and a little bit about yourself, your vision and what makes you the right person to join our crew to info@brickcityvillin.com.
  • The new Villin Stockist Program is designed to build a long and profitable relationship for both partners.
  • We don’t follow the rest, and “followings” and “other brands on board” mean little in terms of where you stand within our crew. We look for more to gauge your value!
  • We are looking for stores our fans can connect with and be inspired by on their journey. You could be just that!
  • We have introduced a purchasing program with ever-increasing perks and prestige within our company. Like any respected agreement; the more you buy, the more we will look after you.<
  • If you think you have what it takes to join our Crew, please complete the form on the Stockist page.
  • Alternatively, you can send an email with your name, business name, location, website, social media handles and a little bit about your store, vision, vibe and what you represent to info@brickcityvillin.com.

CONTACT US

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