FAQ
About
Where are you based?
VILLIN is proudly based in Australia. Shipping worldwide from our HQ in Melbourne.
Restocks?
Most drops are final and will not be restocked. On rare occasions, select pieces may return in limited numbers. You can request direct notification through our Notify Me button on each product page, or join the VILLIN VIP Club for early access to restocks and exclusive drops not available to the public.
Authenticity Guarantee?
How can I be sure my item is authentic? Every product purchased directly from villin.co is guaranteed authentic. VILLIN does not authorize third-party resellers or secondary marketplaces.
Sustainability / Responsibility
Do you follow sustainable practices?
VILLIN is committed to responsible production. Fabrics and partners are selected not only for quality but also for reduced environmental impact where possible. We continue to refine our processes to ensure long-lasting garments with minimal waste.
Are your products ethically made?
Yes. VILLIN works exclusively with manufacturing partners chosen for their quality and ethical standards. Each garment is produced under responsible conditions, ensuring both craftsmanship and integrity.
Orders / Payments
What payment methods do you accept?
We accept all major payment gateways. The full list of available options — including credit/debit cards, PayPal, Apple Pay, Google Pay, Afterpay, ZipPay, and others — will be visible at checkout.
When will my payment be charged?
All orders are charged immediately at checkout.
Do I need an account to place an order?
No. You may checkout as a guest. Creating an account allows faster checkout and access to order history.
Can I modify or cancel an order?
Orders are final once placed. If your order has not yet shipped, info@villin.co immediately with your order number, and we will advise if an amendment is possible.
I didn’t receive an order confirmation. What should I do?
Check your spam or junk folder. If you cannot locate it, info@villin.co for assistance.
Secure Checkout / Data protection
Is checkout secure?
Yes. All transactions are processed through encrypted payment gateways. VILLIN does not store or have access to your credit card details or sensitive financial information.
How is my personal data protected?
Your privacy is protected under our Privacy Policy. Personal information is used only for order processing, delivery, and customer support. We do not sell or share customer data with third parties.
Shipping / Delivery
Where do you ship from?
All orders are processed and dispatched from our Australian headquarters.
Do you ship internationally?
Yes. VILLIN ships worldwide. Shipping rates and estimated delivery times are calculated at checkout.
How long does delivery take?
Orders are processed within 24 hours (Monday–Friday).
- Australia: 2–5 business days
- United States: 4–10 business days
- International: 7–14 business days
Do you ship to PO boxes?
Yes. Standard shipping is available to PO boxes.
Is shipping tracked?
Yes. Every order is shipped with tracking. A tracking link is sent via email once your order has been dispatched.
Do you offer free shipping?
Yes.
- Australia: Free shipping on orders over $180 AUD - Free express shipping on orders over $250 AUD.
- United States: Free shipping on orders over $180 USD - Free priority shipping on orders over $250 USD.
- International: Rates vary by region. Full details are available on our shipping page.
Returns / Exchanges
What is your return policy?
VILLIN offers 30-day, hassle-free returns. Items must be unworn, unwashed, and in original condition with all tags attached.
Do you offer exchanges?
Exchanges are accepted where stock is available. If unavailable, you may return your item for a refund or store credit.
Do I pay for return shipping?
Return shipping is the responsibility of the customer unless otherwise stated. Shipping fees are non-refundable.
How do I start a return?
Visit our Returns Portal to submit a request. Full instructions will be provided.
What if my item is defective?
VILLIN guarantees the quality of every product. If your item arrives defective or incorrect, contact info@villin.co immediately with your order number and images. Verified defective items will be replaced or refunded at no cost to you.
Are gift cards refundable?
No. All gift cards are final sale and non-refundable.
Products / Fit
Are your sizes true to fit?
Yes. VILLIN follows standard AU/US sizing. We recommend ordering your regular size.
What if I’m between sizes?
Refer to the Size Guide on each product page. If uncertain, we recommend selecting your usual size.
How do VILLIN garments fit?
Each piece is engineered with intent: oversized tees are structured, hoodies are heavyweight, and tracksuits are cut for form and movement. Fit notes are listed in the product description.
What materials do you use?
Fabric compositions are listed on each product page. VILLIN works exclusively with premium, tested textiles.
How do I care for my VILLIN pieces?
Care instructions are included on each product label and product page. General guidelines:
- Wash inside out in cold water.
- Do not bleach.
- Air dry flat; avoid tumble drying.
- Iron on low heat if required.
Do you offer warranty on products?
Yes. All garments are quality-checked. In the rare event of a manufacturing defect, VILLIN will replace or refund the item under our quality guarantee.
Gift Cards
Do you offer gift cards?
Yes. Digital gift cards are available in multiple values. They are delivered instantly by email and redeemable across our entire online store. Gift cards are final sale and non-refundable.
VIP Club
What is the VIP Club?
The VIP Club is our loyalty tier. Members receive:
- Priority notifications on restocks
- Early access to limited drops
- Alerts for releases not available to the public
- Exclusive member only discounts
Membership is free but not guaranteed. Apply to join the club.
Wholesale / Partnerships
Do you offer wholesale or partnerships?
Yes. For wholesale, distribution, or collaboration enquiries, please contact info@villin.co with full details. Only formal proposals will be considered.
Ambassadors / Crew
How do I join the crew?
Applications are open through our site, but acceptance is highly selective. We do not choose people based on social media following. The Crew is built from loyalty — most members are already wearing VILLIN, submitting photos in the brand, and showing genuine alignment with our ethos. Only those who prove themselves as part of the culture are considered. Every application is reviewed carefully, and only a small number of candidates are chosen to join. Apply here
Support
When is support available?
Email Support: Monday–Friday, 9am–5pm AEST. Response time is typically within 24 hours.
Live Chat: Available 24 hours a day. Operated by the VILLIN team during business hours, with automated support outside of those hours.
How can I contact VILLIN?
All inquiries must be submitted via email at info@villin.co or through the on-site chat.