Thank you for shopping at Viper Eye!
Viper Eye will make every effort to process your order as soon as possible. Please note that the delivery time frames are estimates and do not take into account order processing time.
Made-to-order pieces take up to 4 weeks to make, then will be packed and sent on a Saturday.
Custom pieces may take up to 8 weeks to make as discussed at time of order.
Australia
Viper Eye offers a flat rate of $15 AUD for standard trackable shipping within Australia. Signature on delivery will be selected. Auspost courier.
Rest of the world
Viper Eye offers a flat rate of $30 AUD for trackable standard shipping to the rest of the world, with a delivery timeframe of 6-14 working days. When you make a purchase outside of Australia you are liable for all import duties and taxes on your order. Signature on delivery will be selected. Auspost courier.
Express Shipping
If you require express shipping, please email prior to purchase to organise this. If you need your order ASAP, please let us know and we will endeavour to help you out. We cannot always guarantee ship dates but happy to discuss this prior to ordering.
Tracking & Delivery
Once your order has been dispatched, you will receive an email confirmation including your tracking number. Please ensure you state a secure address as signature on delivery will be selected. Please note that delivery timeframes are an estimate and do not take into account processing times and transit delays via courier.
Please ensure the address entered in your order is correct. We cannot accept responsibility for missing parcels due to an address being entered incorrectly. Please let us know if your parcel does not arrive within the expected delivery time frame, and we will make every effort to resolve this.
Returns Policy
If you are not entirely satisfied with your purchase, we're here to help. Please review our returns policy below.
1. Returns
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Viper Eye aims to ensure all customers receive high-quality products. Please contact us via email with any questions or issues. If you think your item may be faulty, please provide as many details as possible, including your order number and a picture detailing the fault.
If you are not completely satisfied with your purchase, you can have your item refunded or redeem a store credit under the conditions that your:
1: Item is returned within 14 days of purchase once return is authorised
2: Return has been authorised by Viper Eye, which will be communicated via email [email protected] - Our return policy lasts 7 days from the date you received the item. If 7 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange.
- To be eligible for a return, your item must be unused and unworn, in the same condition that you received it, and in the original packaging. Items that are damaged, worn, or altered are not eligible for return.
2. Return Process
To return an item, please follow these steps:
- Contact Us: Email us at [email protected] with your order number, details of the product, and the reason for the return. We will provide you with a Return Authorization Number (RAN) and instructions on how to proceed.
- Package Your Item: Include your item and the original packing slip or receipt. Ensure the item is securely packaged to avoid damage during shipping.
- Ship Your Return: Send the item to the address provided in the return instructions. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
3. Refunds
Once we receive your return, we will inspect the item and notify you of the approval or rejection of your refund. If approved, your store credit or refund will be processed. If you chose a full refund, this will automatically be applied to your original method of payment within 7 days.
Please note:
- Sale items are non-refundable.
- Only regular-priced items may be refunded.
We will not accept any unauthorised returns of merchandise. Unauthorised returns will be refused and returned to the customer at the customer’s expense.
Sale items cannot be exchanged or refunded for a change of mind.
Please be aware that custom-made items will not be accepted for returns, as they have been custom designed to meet your budget, design idea and size.
5. Late or Missing Refunds
If you haven’t received a refund yet:
- Check your bank account again.
- Contact your credit card company; it may take some time before your refund is officially posted.
- Contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
8. Contact Us & Questions
If you have any questions on how to return your item to us, contact us at:
Viper Eye
[email protected]
Thank you for shopping with Viper Eye!