Customer service
Use the form below and we will come back to you. We aim to respond within 72 hours, Monday to Friday.
Once the marketplace opens you will also be able to message us from inside your account and open a support ticket, which stays tracked until it is closed. A Help Centre with guides and answers to common questions will be available there too.
Postal enquiries: Treasured Vault Pty Ltd, New South Wales, Australia.
Returns and refunds
Treasured Vault is a marketplace. Items are sold by independent sellers, so each seller sets their own return policy. That policy is shown on the listing before you buy — check it as part of deciding whether to purchase.
Where a seller accepts returns, the standard window is 30 days from confirmed delivery.
How a return works
- Open a return request from your account.
- The seller responds and, where agreed, provides return instructions.
- If you and the seller cannot agree, Treasured Vault reviews the dispute and decides.
Buyer Protection
Every purchase is covered, whatever the seller's own policy says. This is separate from the seller's returns policy and applies even to sellers who accept no returns. You are refunded if:
- the item never arrives, or
- the item is significantly different from its description.
Time limits for raising a claim:
- Item not received — from the day after the estimated delivery date, up to 30 days after it.
- Not as described — within 14 days of delivery. Collectables should be opened and checked promptly.
- Suspected counterfeit — within 30 days of delivery, since a fake is often only spotted on grading or close comparison.
Pricing and fees
Sellers set their own item prices and postage costs. All prices are in Australian dollars.
What buyers pay
The listed price plus postage, at checkout, through PayPal. There are no buyer fees. PayPal Pay in 4 is available on eligible orders between AU$30 and AU$2,000, splitting payment into four interest-free instalments.
What sellers pay
- 11.25% commission per sale, standard rate.
- 9.25% commission for Vault Sellers — established sellers who meet our sales, review and trading-history criteria.
- No listing fees, no monthly fees, no subscription.
Commission is charged on completed sales only. If a sale is cancelled, refunded or disputed in the buyer's favour, no commission is retained.
Privacy
Treasured Vault Pty Ltd complies with the Australian Privacy Act 1988 and the Australian Privacy Principles.
What we collect
Only what is needed to run the marketplace: your name, email address, delivery address and order history.
Payment details
Payments are handled by PayPal. Treasured Vault never sees or stores your card or bank details.
What we do not do
We do not sell your personal information. We do not share it with third parties except where it is necessary to complete an order — for example, giving a seller the delivery address for something you have bought.
Marketing email
Opt-in only, with one-click unsubscribe on every message, in line with the Spam Act 2003. Transactional email about your orders is separate and continues regardless.
Your data
You can request a copy of the personal information we hold about you, ask us to correct it, or ask us to delete your account. Use the contact form and mark it for the attention of the privacy officer.