If an Australian Vaqlino order arrives with the wrong item, contact Vaqlino promptly and keep the item and its packaging while support reviews the order. Send the order number, the exact product name or SKU shown on the confirmed order, a short description of what arrived, and clear photographs where an incorrect item is involved. Do not send the product back until support provides return instructions and the correct destination.
This guide is for Australian adults aged 18 and over. It explains how to prepare a clear support request; it does not decide the remedy for an individual order or provide legal advice. Tobacco contains nicotine, and smoking causes serious health risks.
Check the delivered item against the confirmed order
Start with the order confirmation, not with memory or a similar-looking product. Compare the full product name, SKU and listed carton quantity with the item received. Vaqlino’s live Exact Product Directory can help you locate the current catalogue record, but the order confirmation remains the key record for what was ordered.
Related names are not interchangeable. A brand family may contain several records with different descriptors and SKUs, so write down both the ordered record and the delivered record. For example, the live catalogue lists separate Manchester products rather than treating every Manchester carton as the same item. This makes an exact SKU more useful to support than a message that says only “the wrong brand arrived”.
What to include in a wrong-item support request
A concise request gives support enough information to identify the order and compare the records without asking for unrelated personal data.
- Order number: use the reference from the confirmation.
- Ordered product: copy the exact product name and SKU from the confirmed order.
- Delivered product: record the visible product name and SKU, if shown.
- Issue description: state plainly that the delivered item differs from the confirmed order.
- Clear photographs: include images that show the relevant product and packaging details when an incorrect item is involved.
Use the secure Vaqlino contact page to submit the issue. Do not include card details, identity documents or unrelated personal history. Send only the information needed to identify the product, order and problem.
Keep the item and packaging while the issue is assessed
Vaqlino’s current Returns and Refunds policy says to keep the item and packaging until support provides the next step. It also says not to return a product without instructions and the correct return destination. Following that process helps preserve the product and order evidence while avoiding an unapproved return.
Do not assume that an incorrect-item report follows the same process as a change-of-mind request. The policy distinguishes damaged, faulty, incomplete or incorrectly supplied orders from change-of-mind requests, which may be restricted for regulated or sealed goods and require assessment.
Describe the outcome you are asking about
The Australian Competition and Consumer Commission advises consumers to contact the business first, describe the problem and state the outcome they want. It also recommends including relevant dates and supporting documents such as a receipt or invoice in a written complaint. You can read the ACCC’s current guidance on contacting a business to fix a problem.
In a Vaqlino request, you can ask support to explain the available next step for the incorrectly supplied order. Do not state that a particular remedy has already been approved. Vaqlino’s policy says an approved remedy may be a replacement, refund or another solution appropriate to the issue, and the individual order must be assessed.
If the parcel is also damaged or delivery details are relevant
If the parcel appears damaged, say so in the same request and include clear photographs. If tracking is delayed or the parcel appears damaged in transit, the current Shipping Policy asks for the order number and delivery postcode. Do not publish personal delivery information in a public comment or channel.
Wrong-item support checklist
- Open the order confirmation.
- Copy the exact ordered product name, SKU and order number.
- Record the product name and SKU that arrived.
- Take clear photographs of the relevant item and packaging.
- Keep the item and packaging.
- Contact Vaqlino promptly with a concise description.
- Wait for return instructions before sending anything back.
Frequently asked questions
Should I return the wrong item immediately?
No. Vaqlino’s current policy says not to return a product until support supplies instructions and the correct return destination. Keep the item and packaging during the assessment.
Is the order number enough?
The order number identifies the transaction, but Vaqlino also asks for the exact product name or SKU, a concise description and clear photographs when an incorrect item is involved. Providing those fields together reduces ambiguity between similar catalogue records.
Where should I report an incorrect Vaqlino order?
Use the Vaqlino contact page and include only the records needed to identify the order and issue. The support route is for adults aged 18 and over and cannot process an order for a minor.