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FAQs

 

Frequently Asked Questions

 

Where is my order confirmation?

After you place an order you will receive confirmation, if for some reason you don't receive this confirmation please check your junk or spam boxes if you still haven't received an email from us please get in touch with a member of our team as soon as possible.

Can I cancel my order?

If you change your mind for any reason and would like to cancel your order please contact us with your name, order number, address and reason for the cancellation as soon as possible. We offer a same day dispatch service on a majority of our orders so many of the parcels are shipped throughout the day on the day of purchase. As long as you order has not been shipped we can cancel this for you with no problem however if it is on its way to you, we cannot cancel your order.

Can I amend my order? 

There is no problem amending your order as long as the items have not been shipped, if you would like to change a size or color we will do our best to make this happen if we have the product available. For these amendments to be made please get in touch with a member of our team as soon as possible as we offer same day dispatch on a majority of orders.

My item is faulty

If you have received an item that is faulty, please get in touch with a member of customer service within 24 hours of receiving the item. As soon as we know what the fault is, a member of the Vintage Rockstar team will work with you to get a resolution as quickly as possible. Once we have assessed the fault, a refund or exchange is at our discretion. No refund or exchange will be given if you fail to inform us of the fault outside the 24 hours of receiving your item.

There is an item missing from my order.

We’re very sorry that you have not received your full order, we try our best to make sure all orders are picked, dispatched and packed correctly at all times. Please note that some of our items are shipped separately,

Get in touch with a member of customer service with your name, order number and details of which item is missing and we will rectify the problem as soon as possible.

I have received an incorrect item with my order.

We’re very sorry you have received an incorrect item; we try our best to make sure all orders are shipped correctly. Please get in touch with a member of our customer service team as soon as possible and we will fix the problem as quickly as we can.

I haven’t received my order.

You can track your order using tracking information provided. If you did not receive this information, please contact our customer care team and we will provide this for you asap

All orders are dispatched within 10 business days from date payment is received.

We ask that all customers allow for delays and disruptions that may occur within the postal service.

If 45 business days has passed and you are worried that you have not received your order we kindly ask that you double check with your local post office, sorting office and neighbors. There can be delays if the postal service have attempted a delivery, sometimes a calling card may not be left.

We take no responsibility for any item lost in transit or not received. Please lodge an investigation through the shipping company using information provided.

Any other problems with your order?

For any other questions or queries you can ask a friendly member of our team by using the Contact Us page on our website.

I've signed up to receive newsletters but I'm not getting emails. What's going on?

Sometimes your email service provider will only let emails from your contacts into your inbox, and the rest go to your junk folder. Make sure you add info@vintagerockstaronline.com to your email contacts book so you don't miss any of our special VIP offers!  

When will you receive/process my return? 

If your return has been approved for a refund this will be processed within 30 working days from the day we receive the returned item.

Please be aware that items being returned from overseas may take longer to reach us. Please refer to our Returns Policy below for more information.

 

Shipping Information

We offer a flat rate of $5.00 AU worldwide for shipping. We can ship to almost any country.

How long will my order take to get to me?

All products are dispatched directly from our suppliers located worldwide, most orders are received within 15-20 business days however in some cases it can take up to 45 business days to receive your order.

Please note these times are only suggested and are in line delivery times set by suppliers choice of shipping company. This is not a guaranteed service and deliveries may be subject to delays and disruptions during busy periods. Please be aware that during holidays and particularly busy seasonal times of the year delivery may take a little longer than normal. 

Can I have my order sent to me by express post?

Yes, we can arrange express post however there will be a higher shipping fee. If you would like your order express please contact us for a quote.

I live overseas, will I be required to pay Taxes and Duties?

All applicable custom fees, taxes and duties are the sole responsibility of the customer. Custom authorities require that we state the value of your order directly on your package. It is at the sole discretion of custom agents to release your package. Note, in rare occasions custom agents may delay delivery of some packages.

 

Drop Shipping

What is drop shipping?

Drop shipping is a retail fulfillment method where a business does not keep products in stock. Product are shipped shipped directly to the customer from a third party.

Why did my order arrive in several different packages?

Vintage Rockstar works with multiple suppliers, as most drop shippers do. Our products are sourced through a number of different suppliers worldwide. Let's say you place an order for three items, all of which may be available only from separate suppliers. 

I made an order then you told me you did not have the product, why do you have it online?

We source from multiple warehouses, which are also fulfilling orders for other merchants, inventory changes on a daily basis therefor we rely heavily on their stock levels.

 

Returns Policy 

I would like to return and/or exchange an item. 

Please do not send your purchase before contacting us. 

Please do not send your purchase back to the manufacturer or senders address listed on your package. If this is to occur, you will not be refunded.

Our policy is as follows: 

*Our policy lasts 7 days. If 7 days have gone by since you received your purchase, unfortunately we can’t offer you a refund or exchange. Please contact us within 3 days of receiving your purchase. 

Vintage Rockstar holds the right to determine if you are eligible for a refund or exchange. 

We do not offer refunds or accept returns or exchange for change of mind. 

Prior to returning your product, you should first contact us at info@vintagerockstaronline.com to obtain a return address.  

Any item returned to any address not confirmed by Vintage Rockstar prior to return will not be refunded. 

Several types of goods are exempt from being returned including but not limited to: Gift cards, Clothing, Swimwear, Jewelry AccessoriesShoes & Home Decor. 

To be eligible for a return on an approved item, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

There are certain situations where only partial refunds are granted (if applicable) 
This includes products with obvious signs of use or that have been opened, any item not in its original condition, is damaged or missing parts or any item that is returned more than 3 days after delivery.  

To complete your return, we require a receipt or proof of purchase. 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. 
 
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

You should always consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item, if we do not receive your item or it arrives in any condition other than original, a refund will not be granted.  

Delivery charges are non-refundable. 

Exchanges for faulty or incorrect items are sent out free of any shipping charges; however the cost of sending your return back to us is your responsibility. 

Please return the original item in the same condition as received to the address provided. 

In the event that an exchange is required and you would like to exchange for a different product that is less than the item you are sending back, we will refund the extra amount to the same account purchase was made with. 

Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 
 
Exchanges
We only replace items if they are defective, and this will be determined by our assessment team. Please email customer care at info@vintagerockstaronline.com 

Refunds 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then 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. 
 
Late or missing refunds 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

 

Feedback!

We do drop shipping. Which means a lot our products are sent directly from our suppliers located worldwide. We are unable to personally check each and every product so if you receive something that is not quite right or you are unhappy with, please let us know and we will do all we can to ensure a resolution. We care about our customers. 

We all shop online and let's face it, quite often things can arrive different to what you expected or damaged. So please get in touch with us, give us your feedback, like it, hate it, if our supplier or the product is shit let us know so we can take care of it!! 

 

For further information please refer to our Terms & Conditions.