Returns & Exchanges

An item arrived damaged/broken
Whilst our Team take great care in the packing of your order, if an item arrives damaged/broken, we will replace this at no cost to you. Please email a photo or video along with your Order Number within 48 hours of receipt to [email protected] and one of our Customer Service Team members will be happy to assist you with the replacement. If a replacement is not available, we will issue a refund.

I have changed my mind
If you have changed your mind and would like to return an item, you can do so within 30 days as long as the goods are unopened/resalable condition and accompanied by a Proof of Purchase. You can either visit one of our Sydney Store locations for a Store Credit or exchange, or, return via our Online Department at your own cost for a refund, exchange or credit note. Should you choose to Post, please contact our Customer Service Team beforehand so we can facilitate the return as quickly as possible for you. Freight charges are non-refundable for change of mind purchases.

Our Refund & Return Policy – Food

Refunds or Exchange on food will not be offered for change of mind, mistaken purchase or unwanted gifts.

If the item is faulty (food is spoiled, unsafe, or not as described) we are happy to offer an exchange where available, store credit or refund.

Victoria’s Basement reserves the right to not offer an exchange, store credit or refund if the product fault is a result of misuse, Improper Storage or neglect.

Any refunds will be at the price it was purchased for.

We will only accept return of packaged food items if you can demonstrate that the product was not known to be out of date at the time of purchase.