shipping and delivery
all orders are packed and shipped from our queensland, australia warehouse, within *24 hours of placement. this excludes weekends and public holidays. please note this also includes orders with express shipping. sale periods may impact this time-frame due to high volumes.
zoe kratzmann offers free standard shipping within australia. you can upgrade to express shipping for $15 within AUS. if you would like to upgrade your order to express post, please email us.
zoe kratzmann offers free standard shipping internationally for orders over $250. new zealand customers can upgrade to express shipping for $20. customers in the usa can upgrade to express for $20. all international shipping prices include custom duties and taxes; customers are not charged upon delivery.
at zoe kratzmann, we always aim to have your order to you as quickly as possible so you can enjoy your new wardrobe addition.
due to the high volume of orders leaving our warehouse during our sale periods, please allow up-to 72 hours for your order to be dispatched. this also includes express post orders. if you have any concerns regarding your order during this time, please do not hesitate to email email@example.com and we will assist you further.
during holiday periods, even though we may package your parcel within *72 hours, delivery will depend on australia post's holiday schedule. please check the australia post website prior to placing your order for impact on deliveries during these periods.
can I ship to a PO box/parcel lockers?
absolutely, our orders are sent using sendle and australia post meaning delivery can be made to a PO box or australia post parcel locker. If your order is unable to be shipped to the supplied address for any reason, we will contact you to arrange an alternative.
how do I change my shipping address?
if you have placed an order and the address shown on the screen is incorrect, please email firstname.lastname@example.org as soon as possible to give us the correct details.
when will my order arrive?
please be aware that once your order leaves our warehouse, we have no control over the delivery time with australia post. please also be aware that during busy periods, international orders can take longer than usual to pass through customs.
approximate delivery transit times
|domestic - australia|
|QLD||2-3 business days|
|NSW||2-4 business days|
|VIC||2-5 business days|
|WA||5-8 business days|
|SA||4-7 business days|
|TAS||3-6 business days|
*express post - 1-3 business days (depending on state)*
*please not the above eta's are calculated from qld, aus to major metro areas. for regional areas: extra 2-7 business depending on state.*
|international - nz|
|standard||8-12 business days|
|express||4-8 business days|
|international - america|
|standard||6-10 business days|
|express||3-7 business days|
*please note that NZ customs are currently experiencing a border control backlog of 7 business days. this may affect the delivery timeframe of your parcel and we kindly ask that you call us on 07 5472 8309 for an estimate on delivery timeframes.*
the expected delivery times outlined above are guides only provided by our shipping partners. whilst we expect delivery times to be accurate, there may be factors out of our control that can impact shipping timelines. if you have any questions or concerns about the transit of your package, please contact us at email@example.com
what if I have not received my order?
once an order has been dispatched, it then becomes the responsibility of australia post, however if you have a query regarding the delivery status of your online order please contact our online customer service team at firstname.lastname@example.org or call us on +617 5472 8309 so we can look into this for you.
tracking your order
an email with your tracking number will be sent once your order has left our warehouse. To track your order, please visit: http://auspost.com.au/track/ and enter your tracking number if sent by Australia post.
what happens if I’m not home when my order is delivered?
all our shipments are sent with an "authority to leave" and should be left in a safe place if there is somewhere to do so. this is solely up to the shipping carrier who decides if it is safe to leave your parcel. if they do not, they will leave a card for collection. zoe kratzmann cannot be held liable for ATL missing parcels.