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FAQs

Shopping

Is my credit card information secure?
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For security reasons we will never store your credit card information. We process all orders via Shopify Payments, whose secure server and encryption technology goes above and beyond security industry standards.

How do I know what size I am?
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The easiest way to find out is with our Size Chart, available on all online product listings. If you’re still unsure, or if you have any questions, please feel free to email us at info@venroy.com.au.

How will I know you received my order and when will payment be deducted?
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Once you’ve selected your preferred payment option and confirmed checkout you’ll be charged immediately. You’ll also receive an order confirmation email.

I forgot my password. How do I access my account ?
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Don’t worry, it happens to the best of us. Click the ‘Forgot my password’ link below the login form, follow the prompts, and you’ll be back in no time.

How can I pay for things?
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We accept the following methods of payment:

AfterPay
Shop Pay
Visa
Mastercard
American Express
Paypal
Klarna

What buy now, pay later options do you offer?
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We offer Afterpay and Klarna.

Do you have any stockists?
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No. Venroy clothing is available exclusively online through our website and in our physical stores located in Sydney, Brisbane and Melbourne, Australia.

Do you ship internationally?
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All orders are shipped internationally from Sydney, Australia via DHL Express to all countries excluding Russia at a flat fee of $40 AUD.

Will I be charged taxes and duties?
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If you do not live in Australia, please be aware of any import duties and taxes that may be charged on deliveries to your country. Duties and taxes will be based on the value of the order and the tax-free threshold (if it exists) for goods imported. These charges depend on your country’s import legislation and will not be covered by Venroy.

How do I use my gift card?
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Proceed to check out, once you have entered your contact details, you will have the option to add your gift card code. All online gift cards are valid in-store and online for 4 years.

I have a store credit; can I use it online?
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Yes, please email us and we can convert the code to an online gift card for you.

Can I reserve stock in the store?
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Of course, please contact our stores directly, they will be able to confirm stock for you.

If an item is out of stock, how can I be notified if it's restocked?
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Simply, go to the item you wish to purchase, select the colour and size and if the product is out of stock, there will be an option to register your interest below.

Online Orders

Can I change or amend my order once it's been placed?
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If you notice something is incorrect with your order after it has been placed, please contact us immediately. We will do our best to change or amend the order, however, we are unable to make any changes once your order has been dispatched.

What do I do if I receive the incorrect or faulty item?
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Incorrect items – please email us with your order number/receipt and the incorrect item received. Once we receive your request, we will ensure you receive your original order.

Faulty items – Please email us your order number/receipt and a photo of the fault, and our customer care team will assist with the matter.

My order was returned to sender, what do I do?
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Please email our customer care team and we will arrange a redelivery at our earliest convenience.

Can I return or exchange my online order in store?
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We offer in-store exchanges and refunds on online orders. Our staff can provide an exchange or store credit on the spot or can accept your product as a return and notify the head office team to refund the online payment for you. Returns must be received by Venroy within 14 days of delivery. Items must be in their original condition with all tags intact, unwashed, and unworn.

How can I track my order?
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Once your order is dispatched, you will receive an email that will include your tracking number. This will allow you to track your order via the Australia Post website.

Garments

When will you restock an item that’s sold out?
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We produce all of our garments in limited runs. Generally, this means once a product is sold out it will not be replaced. However, we do replenish a core selection of styles each season. Please feel free to get in touch about any product at info@venroy.com.au.

How do I wash these clothes?
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Special fabrics require special care. Generally, we recommend gentle machine washing in cold water and hanging to air dry; machine drying will likely cause items to shrink. Precise care instructions are attached to each garment.

How do I care for my swimwear?
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Cold hand wash in mild detergent to remove salt or chlorine from the garment.

My knitwear has lost its shape, what do I do?
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Our knitwear is made of delicate yarn and requires care when laundering. The knit construction may give when worn, however, once washed it will return to its original shape. We recommend easing the garment back to its original shape while wet. You may also use a gentle iron to ease the garment back into the correct shape.

How do I store my knitwear and linen t-shirts?
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We recommend folding knitwear and linen jersey garments to store and avoid hanging.

Contact Us

If you’d like to speak with someone at Venroy, please don’t hesitate to get in touch.