Shopping with Volantero should feel simple. Here you’ll find clear answers about Australian delivery, returns, refunds, orders, payments and customer care.
Delivery
Do you offer free Australian delivery?
Yes. Standard delivery is free on all Australian orders, with no minimum order value. Read our Shipping Policy for full details.
Where do you deliver?
We deliver to valid residential and business addresses throughout Australia. We do not currently deliver outside Australia.
Some remote locations may require additional delivery time. If we cannot deliver to the address entered at checkout, we will contact you and refund any amount already paid for the affected order.
How long does delivery take?
Orders normally require 1–2 business days to process. After dispatch, standard delivery normally takes 4–8 business days.
The estimated total delivery time is therefore 5–10 business days from the date your order is placed.
Delivery dates are estimates rather than guaranteed appointments. Remote destinations, severe weather, carrier disruptions and unusually busy periods may cause delays.
What is your order cut-off time?
Our order cut-off time is 4:30 pm Australian Eastern Time, Monday to Friday.
Orders placed after the cut-off, on weekends or on applicable public holidays begin processing on the next business day.
Will I receive tracking information?
Yes. We will email you a tracking number or tracking link when your order is dispatched.
Tracking may take up to 48 hours to update after dispatch. You can also visit our Order Tracking page.
Will I have to pay customs duties or extra charges on delivery?
No undisclosed customs duty, import charge or carrier handling fee will be collected on delivery.
All prices are displayed in Australian dollars (AUD). The displayed total includes all applicable taxes and unavoidable charges that Volantero requires you to pay.
If an unexpected charge is requested, please contact us before paying it.
What should I do if my parcel is delayed?
If tracking has not updated for several days or your order has not arrived within the stated estimate, email support@volantero.com with your order number.
We will investigate the delay with the carrier.
What happens if my parcel is lost?
If the carrier confirms that your parcel is lost, we will offer a replacement where stock permits or provide a refund.
Returns and Exchanges
Can I return an item?
Yes. Volantero accepts eligible change-of-mind return requests made within 30 days after delivery.
The item must be unworn other than what is reasonably necessary to inspect or try it on, unwashed and have its original tags attached. Where reasonably possible, it should also be returned in its original packaging. Proof of purchase is required.
Our 30-day return promise is additional to, and does not replace, your rights under the Australian Consumer Law.
Can I exchange an item for a different size, colour or product?
We do not process direct change-of-mind exchanges.
If you would like a different size, colour or product, return the eligible original item for a refund and place a new order.
This does not affect your remedies for faulty, incorrect or misdescribed goods.
How do I request a return?
Before sending anything, email support@volantero.com with:
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Your order number
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The item you want to return
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The reason for the return
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Photographs if the item is faulty, damaged, incorrect or not as described
We will assess your request and send you return instructions and a return reference.
Where should I send my return?
Authorised returns are sent to:
VOLANTERO RETURNS
35 Jordan Cl
Altona VIC 3018
Australia
Please contact us before sending your return and wait for your return instructions and reference.
The Altona location is a warehouse. It is not a retail shop or walk-in customer-service location.
Who pays the return postage?
For an eligible change-of-mind return, you are responsible for the return postage. We do not charge a restocking fee.
Please use a tracked delivery service and retain your proof of posting.
When an item does not meet a consumer guarantee, Volantero will cover reasonable return costs in accordance with the Australian Consumer Law.
Will I pay delivery again when ordering another size or colour?
Standard delivery is free on all Australian orders. Therefore, there is no standard delivery charge for a new order.
Any difference in product price will still apply.
What if the size, colour or product I want is unavailable?
We do not reserve stock for direct exchanges.
You can return the eligible original item for a refund and choose another available product. You may also contact us if you need help finding an alternative.
Are any items excluded from change-of-mind returns?
Unless faulty or otherwise covered by a non-excludable legal right, our voluntary change-of-mind policy does not cover:
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Personalised or made-to-order goods
- Swimwear where an applicable hygiene seal or protective liner has been removed or damaged
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Underwear, earrings, cosmetics or similar hygiene-sensitive goods where the hygiene seal has been removed
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Gift cards
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Products clearly marked as final sale before purchase
Sale items remain covered by the Australian Consumer Law.
See our Return and Refund Policy for complete details.
Damaged or Incorrect Items
What should I do if an item is faulty, damaged, incorrect or not as described?
Email support@volantero.com with your order number and clear photographs of the product and packaging.
Please keep the item unless we instruct you otherwise.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Depending on the issue, you may be entitled to a repair, replacement, refund or another appropriate remedy.
Volantero will cover reasonable return costs when an item does not meet a consumer guarantee.
Refunds
How will my refund be paid?
Approved refunds are issued to the original payment method.
We will send you confirmation when your refund has been issued.
How long does a refund take?
We aim to assess a returned item within 5 business days after it reaches our returns facility. Any approved refund will then be issued promptly.
Your bank or payment provider may require additional processing time.
Please contact us if your refund has not appeared within 10 business days after receiving our confirmation.
Orders
Can I change my delivery address after ordering?
Email support@volantero.com as soon as possible.
If processing has not begun, we will try to update the address. However, we cannot guarantee that an address can be changed after processing starts.
Can I cancel my order?
Contact us as soon as possible if you want to cancel an order.
We will try to stop processing, but we cannot guarantee cancellation after fulfilment has begun.
If the order has already been dispatched, the applicable conditions in our Return and Refund Policy will apply.
Will product colours look exactly the same in person?
We aim to display product colours as accurately as possible.
Photography, lighting and individual screen settings can cause slight variations. If an item is materially different from its description, contact us so we can assess the issue under the Australian Consumer Law.
Payments and Privacy
What currency do you use and which payment methods do you accept?
All prices are displayed in Australian dollars (AUD).
We accept the payment methods shown at checkout. These may include Visa, Mastercard, American Express, Diners Club, Apple Pay and Google Pay.
Availability may depend on your device, location or payment provider.
Is checkout secure?
Volantero is hosted by Shopify, and checkout is served over HTTPS. Card payments are handled securely by Shopify and its payment partners.
Read our Payment Policy for more information.
How is my personal information used and protected?
We use personal information for purposes such as:
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Processing payments and orders
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Arranging delivery
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Handling returns and refunds
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Providing customer service
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Preventing fraud
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Operating and improving our store
We and our service providers use safeguards designed to protect this information.
Complete details are available in our Privacy Policy.
Does Volantero store my complete card details?
No. We may receive limited payment information, such as the card type and last four digits.
Volantero does not receive or store complete card numbers or card security codes.
Can I unsubscribe from marketing emails?
Yes. You can use the unsubscribe link included in a marketing email or contact support@volantero.com.
Opting out of marketing does not stop essential messages about your orders or customer-service requests.
Customer Care
How can I contact Volantero?
Email: support@volantero.com
Phone: +61 3 9021 6982
Contact form: Contact Us
Customer service is available Monday–Friday, from 9:00 am to 5:00 pm Australian Eastern Time.
Support is provided in English. We aim to respond within 1 business day.
Who operates Volantero?
Volantero is operated by GCL Ventures LLC, a Kentucky limited liability company trading as Volantero.
Kentucky Organization No.: 1554057
Business address:
212 N. 2nd St. STE 100
Richmond, Kentucky 40475
United States
Australian warehouse:
35 Jordan Cl
Altona VIC 3018
Australia
The Australian warehouse is not a retail shop or walk-in customer-service location.
What information should I include when asking for help?
Please include your order number and a clear description of the issue.
For a damaged, faulty, incorrect or misdescribed item, include photographs of the product and packaging. This will help us assess and resolve the issue more quickly.