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delivery, shipping and returns

all orders are shipping via australia post e-parcel. orders received prior to 3pm monday to friday will be dispatched same day and should arrive to you within 2 – 3 business days for metro areas or 3-5 days for regional areas.


please refer to the delivery times section on the australia post website.
http://auspost.com.au/parcels-mail/domestic-delivery-times.html


we will email you a confirmation and tracking number as soon as we have dispatched your order. iIf you do not receive your parcel after the estimated delivery times please contact australia post and quote the number they provided.

please note

once an order has been dispatched, it then becomes the responsibility of australia post.  Please contact australia post directly should you have a query regarding delivery times or lost or missing parcels, make sure you have your tracking number handy.


online refund and exchange policy

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 original method of payment provided that: 
  • you return the item within 14 days (inclusive) from the tracked date of delivery
  • the item is in original saleable condition:

          - with all original tags and any sewn labels still attached
          - in an unworn, unopened and unused state

  • a returns form is completed and accompanies your returning item(s)

if you are not able to comply with these requirements, zoe kratzmann reserves the right to refuse an exchange or refund on change of mind items.

please note all sale and promotional items are final sales. We do not offer exchanges or returns on these items except where the item is faulty or defective.   

returning an item

if you wish to return or exchange an item(s), you can either return the item(s) via australia post within 14 days from the date of delivery.

please note, your item(s) must meet our on-line refund and exchange policy to be eligible for a refund or exchange.

  1. print off the online returns form and fill in the required fields. make sure to include the completed form inside your returns parcel. 
  2. head into any australia post office and mail your parcel directly to the below address. we’ll notify you via email once your return has been processed. 

online returns address

zoe kratzmann,

7 scott street

yandina  qld  4561

for further assistance, please email orders@zoekratzmann.com or phone +61 7 5472 8309. our friendly customer service team is available monday to friday, 8.30am-4.30pm (AEST/AEDT).

refunds

Refunds are reversed onto the original form of payment i.e. PayPal account or credit card used.

Depending on your credit card provider, refunds may take 3-10 business days to appear on your bank statement.

exchange cancellations

If you have changed your mind and would like to cancel an order, please contact our team via orders@zoekratzmann.com as soon as possible. Please note that orders which have already been shipped cannot be cancelled.

faulty items

We sincerely apologise for any inconvenience caused by receiving a faulty product. Please contact our care team at orders@zoekratzmann.com to notify us of any issue and we will work with you to resolve it as soon as possible.

colours

zoe kratzmann have made every effort to correctly display the colours of our products on our online store. However, due to the fact that we use flash photography, as well as the inevitable variances between computer monitors, we cannot guarantee that your device will display a colour which is completely accurate.