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faqs

does zoe kratamann have a store location?

the full zoe kratamnn range is only available for purchase through zoekratzmann.com
additionally we have 215+ stockists located throughout australia and new zealand. to find out more about our stockists, please email: customerservice@zoekratzmann.com

how do I determine my size?

please click here for our apparel and footwear size guides. additionally individual measurements for each garment are available on the product’s page.

who do I contact for online enquiries?

please contact our online customer service team between 8:30am and 4:30pm aest monday - friday.
telephone: +617 5472 8309
email: customerservice@zoekratzmann.com

can i redeem more than one discount code at a time at the online checkout?

no, only one discount code or automatic discount applied at checkout can be redeemed per transaction.

i cannot login to my account?

if you are having trouble logging into your account, you can request to reset your password and attempt to login again. if you have further trouble logging in please contact us at customerservice@zoekratzmann.com or phone us at 075472 8309 so we can assist further.

i didn’t receive my sign-up welcome code?

if you do not receive your welcome code to your inbox, we recommend checking your junk folders. if you do not find your code in any of your email folders, please contact customer care at customerservice@zoekratzmann.com or phone us at 07 5472 8309 so we can assist further.

what payment methods do you accept?

zoe kratzmann accepts visa, mastercard, american express, paypal and afterpay. we also offer buy now, pay later options, see here

what does pre-order mean?

a “pre-order” allows you to place a reservation for a product prior to its scheduled release date. Products in a pre-order status are marked with a “pre-order” label on the website. the pre-order dispatch date can be found in the product description. if any changes occur to the dispatch date, you will be notified via email.

does zoe kratzmann accept orders from outside australia?

zoe kratzmann currently ships within Australia and internationally to NZ and the US only.

do you charge tax on international orders?

all international shipping prices include custom duties and taxes; customers are not charged upon delivery.

do you offer free shipping?

zoe kratzmann offers free standard shipping within australia. we offer free standard shipping internationally for orders over $250. new zealand customers can upgrade to express shipping for $20, and customers in the usa can upgrade for $30. all international shipping prices include custom duties and taxes; customers are not charged upon delivery.

how long does shipping take?

all our orders are shipped from our australian warehouse. to view our carrier eta’s, please see here. 

do you offer free returns?

zoe kratzmann only covers the return postage for our australian VIP customers. all other customers are liable for their own return cost.

how do I return my order?

please ensure you firstly qualify for a return by reading our return policy here. if you qualify for a return, you can access our quick and easy online return platform to initiate your return. see here for further instruction.

how do I track my order?

once your order has been shipped, you will receive a shipping confirmation email which will contain your australia post or sendle tracking number and web link. please click on the web link to view up to date tracking information. you can also visit the carrier websites directly here and type in your tracking number.

If you cannot locate your confirmation email or tracking number, please contact us at customer@zoekratzmann.com

do you deliver to po boxes or parcel lockers?

yes, we can deliver to po boxes and parcel lockers using australia post.

what happens if my order goes missing?

if you haven’t received your parcel and it is past the expected delivery date, please contact the delivery provider directly with your order tracking number. we also recommend contacting us at customerservice@zoekratzmann.com so we can lodge an enquiry with the delivery provider also.

what happens if an order arrives and an item is faulty?

in the rare occasion that an item arrives and it is faulty please contact our customer service team at customerservice@zoekratzmann.com or call us on +617 5472 8309 to discuss a solution.

can i change or amend my order once it has been placed?

if you notice something is incorrect on your order after it has been placed, please contact us at customerservice@zoekratzmann.com or call us on +617 5472 8309 imminently, so we can cancel an item, change a size or edit your billing and shipping details before the order is packed and dispatched.

can i refund/exchange my order?

yes, we offer refunds and exchanges on all full-priced product ordered online within 30 days of receipt. all returned items must be unworn, unused and in perfect condition with all original tags and packaging intact. items that are returned otherwise may be rejected and returned to the customer. the sale of all discounted product is final.

will i be refunded the full value of my order?

if your return qualifies for a refund and once your return has been received, you will be refunded the amount paid for the item/s. the refund will be credited back on the original payment method. please allow up to 5-10 business days for the return to be processed and appropriate remuneration issued. 

how do i care for my items?

all apparel and footwear come with appropriate care instructions, please strictly adhere to these. for apparel, please check the garment care label for specific care instructions.

how do i stay in touch with zoe kratzamann?

sign up to our newsletter at the bottom of this page to receive $30 off your first order and to be notified about new arrivals and exclusive sales.
follow us on instagram @zoekratzmannfootwearand apparel and facebook @zoekratzamann

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