Frequently Asked Questions
Orders & Shipping
Where does V&M SPA ship to?
V&M SPA ships Australia-wide and to over 50 countries worldwide. All orders are dispatched from Sydney, Australia using Australia Post. For full details on shipping zones, rates and estimated delivery times please visit our Shipping & Delivery page.
How quickly will my order be dispatched?
All orders are processed and dispatched within 1–2 business days of payment confirmation. You will receive a shipping confirmation email with your Australia Post tracking number once your order is on its way.
Can I track my order?
Yes. All V&M SPA orders are sent with tracking via Australia Post. Your tracking number will be included in your shipping confirmation email. You can track your order at auspost.com.au or through the Australia Post app.
What are the shipping rates?
Australia — complimentary on all orders New Zealand — flat rate $18 AUD Asia Pacific — flat rate $28 AUD UK and Europe — flat rate $35 AUD Middle East and GCC — flat rate $38 AUD United States and Canada — flat rate $42 AUD Rest of World — flat rate $40 AUD
View full shipping details and delivery times at vandmspa.com/shipping
Will I be charged customs duties on my international order?
International orders may be subject to customs duties and import taxes upon arrival in the destination country. These charges are determined by your local customs authority and are the responsibility of the recipient. V&M SPA is unable to predict or control these charges. We recommend checking with your local customs office if you are unsure of the applicable rates before placing your order. For United States orders, duties and taxes are managed by our partner Zonos once your order is in transit from Sydney, Australia.
What if my order is delayed?
Occasionally international orders are held by customs for inspection. This is outside V&M SPA's control and can add several business days to your delivery estimate. If your order has not arrived within the maximum estimated delivery window please contact us at info@vandmspa.com or call +61 2 4303 1385 and we will follow up with Australia Post on your behalf.
Can I change my shipping address after placing an order?
Please contact us at info@vandmspa.com or call +61 2 4303 1385 as soon as possible. We will do our best to update your order before dispatch, however we cannot guarantee changes once an order has been processed.
What happens if my order has not arrived within the Australia Post timeframe?
We will open a case with Australia Post on your behalf and follow the process through until your order is delivered or resolved. Please contact us at info@vandmspa.com and we will take care of this for you.
Payments
What currencies do you accept?
All prices are displayed in Australian dollars (AUD) and include GST where applicable. International customers are responsible for any taxes applicable in their destination country.
What payment methods do you accept?
V&M SPA accepts all major credit and debit cards. Orders paid via PayPal eCheque will be dispatched once funds have cleared.
Is my payment information secure?
Yes. All transactions on vandmspa.com are processed through secure, encrypted payment gateways. V&M SPA does not store your payment details.
Products
Are V&M SPA products Australian made?
Yes. All V&M SPA formulations are developed and manufactured in Sydney, Australia using native Australian botanical extracts. Our collection has been refined over eighteen years of research and is multi award-winning across hair care, body care and sustainability categories.
Are your products non-toxic and cruelty-free?
Yes. All V&M SPA products are non-toxic and cruelty-free. Our formulations are carefully developed to be gentle on the skin and scalp, using native Australian botanical extracts that work in harmony with your body's natural balance.
Are your products suitable for sensitive skin?
Yes. Our botanical body care range is specifically formulated for sensitive and reactive skin. If you have a known allergy or skin condition we recommend reviewing the full ingredient list on each product page before purchasing. If you have any questions please contact us at info@vandmspa.com
I think I may have had a reaction to a product. What should I do?
Stop using the product immediately, take photographs and seek medical attention if required. Please contact us at info@vandmspa.com so we can assist you further.
I am not sure which product is right for me. Can you help?
Absolutely. Read our guide What Is the Best Product for My Hair at vandmspa.com, explore our Journal for ritual guides and ingredient insights, or contact us directly at info@vandmspa.com and we will be happy to assist.
Returns & Replacements
What is your returns policy?
Due to the nature of our products, we are unable to accept returns on hair, bath and body items unless they are faulty or damaged upon arrival. If you have received a faulty or damaged product please contact us immediately at info@vandmspa.com or call +61 2 4303 1385 and we will arrange a replacement to be sent to you straight away.
What if I received the wrong item?
If the items in your delivery do not match your order please contact us immediately at info@vandmspa.com or call +61 2 4303 1385 and we will resolve this for you without delay.
How long do refunds take to process?
In the event that a refund is applicable it will be processed within 30 days to the original payment method used at the time of purchase.
Privacy
How does V&M SPA handle my personal information?
V&M SPA collects personal information only as needed to process your orders, respond to enquiries and improve our products and services. We do not sell your personal information to third parties. For full details please refer to our Privacy Policy at vandmspa.com/privacy-policy
Still have a question?
We are here to help. Contact us at info@vandmspa.com or call +61 2 4303 1385 and we will respond within 24 hours.