refunds & exchanges
at zoe kratzmann we want to ensure you love the items you purchase. if you have changed your mind we will happily exchange your item or refund your purchase provided that:
you return the item within 30 days (inclusive) from the tracked date of delivery
the item is in its original saleable condition with all original packaging and tags and labels still attached. items must be unworn, unused and in perfect condition. items that are returned otherwise may be rejected and returned to the customer.
please ensure your garment is returned neatly folded and treated with care. any makeup stains or marks will make the garment unsaleable and will be sent back to you.
please note all sale items are final sales. we do not offer exchanges or returns on these items except where the item is faulty or defective.
we offer free shipping on exchanges. returns for a refund require the customer to cover the cost of shipping. exchange orders are not released until your returning item is in transit.
how to complete your return
to complete a return or exchange, we have a quick and simple online returns platform. you will need your order number and email address to start the return. simply click on the link here and follow the steps to either access a refund or an exchange.
please note, only australian returns will be presented with a return postage label, which will need to be printed either at home or at your local postal outlet. the postage label must be attached to the outside of your parcel.
nz and usa customers will need to purchase a return label at your local postal service.
if you have any issues using the platform, you are welcome to use our traditional printed returns form and download it here.
for international and domestic returns, we recommend using aregistered and trackable method of return shipment. please note we do not accept liability for lost returns. return addresses all orders to be returned to:
zoe kratzmann returns 7 neumann court, kunda park, qld, australia, 4556. telephone: +617 5472 8309
if your return qualifies for a refund, you will be refunded the amount paid for the item/s, minus the shipping cost, once your return has been received. the refund will be credited back on your original payment method. please allow up to 5 business days for the return to be processed and appropriate remuneration issued.
return import duties will not be covered by zoe kratzmann.
*please allow up to 3-4 business days for your return to be processed once received*
if you have changed your mind and would like to cancel an order please contact our online customer service team at firstname.lastname@example.org or call us on +617 5472 8309 as soon as possible. please note that orders which have already been dispatched cannot be cancelled.
if you have purchased using afterpay and your return qualifies for a refund you will be credited back through your afterpay account.