refund policy

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 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. please note the return policy for each sale or promotion. we will, in some cases, offer exchanges or store credits. 
  • zoe kratzmann only covers the return postage for our australian vip customers. all other customers are liable for their own return cost
  • please note, if you would like to return your order which you have purchased directly from one of our stockists, you will need to contact the stockist directly to process your return. If you do have any questions regarding this please reach out to our customer service team – customerservice@zoekratzmann.com or 075472 8309

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. 

click here to start your return

please note, you 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.  

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 a registered and trackable method of return shipment. please note we do not accept liability for lost returns. all US returns will be processed within 7-10 business days once the have reached our california returns facility. 

return address:
zoe kratzmann returns 
7 neumann court, kunda park, qld, 4556, australia
telephone: +617 5472 8309


refunds


if your return qualifies for a refund, you will be refunded the amount paid for the item/s 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.


cancellations

if you have changed your mind and would like to cancel an order please contact our online customer service team at customerservice@zoekratzmann.com.au or call us on +617 5472 8309 as soon as possible. please note that orders which have already been dispatched cannot be cancelled.

afterpay purchases

if you have purchased using afterpay and your return qualifies for a refund you will be credited back through your afterpay account.