1. zoe kratzmann only covers the return postage for exchanges within australia. we are working to provide free postage for exchanges in nz and usa. all customers requesting a refund or store credit are liable for their own return cost.

  2. 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.

  3. 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.

  4. 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.

  5. 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.

  6. 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 unless stated otherwise during any specific promotion.

  7. 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 minus the return shipping fee. 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.