My Cart

Close

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. Click here to find out more about our stockists.

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

who do I contact for press and pr enquiries?
please contact our marketing team between 8:30am and 4:30pm aest monday - friday.
telephone: +617 5472 8309
email: marketing@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.

what payment methods do you accept?
we accept visa, mastercard, american express, paypal and afterpay.

does zoe kratzmann accept orders from outside australia?
currently zoe kratzmann only dispatches internationally to new zealand. all online orders are processed in australian Dollars (aud). all online orders dispatched to new zealand have a flat shipping rate of $20.

what are my shipping options?
for more information on shipping and delivery please see here.

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.

how do I track my domestic order?
when your zoekratzmann.com order has been dispatched you will receive an order tracking number via email.

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.

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 refund/exchange my order?
yes, we offer refunds and exchanges on all full-priced product ordered online within 14 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.
please note the return of any item/s to zoekratzmann.com for a refund or exchange must be organised and paid for by the customer.

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 business days for the return to be processed and appropriate remuneration issued. please allow 5 business days for the funds to clear back into the appropriate account.
all customs duties and sales taxes are non-refundable. however, you may be able to recover these costs by contacting your local customs bureau directly. return import duties will not be covered by zoekratzmann.com

how do i return an item to zoekratmann.com for a refund or exchange?
when returning an item to zoekratzmann.com for a refund or exchange please contact our online customer service team at customerservice@zoekratzmann.com or call us on +617 5472 8309 first to have the action approved. an online returns form then needs to be downloaded, printed, completed and returned with the item to us. please ensure when returning the item that you add tracking to your parcel, as a lost or missing parcel that was due to be returned to zoekratzmann.com are not our responsibility.

please address returns to:
zoe kratzmann
7 scott street yandina QLD 4561
+617 5472 8309

how do I care for my items?
all apparel and footwear come with appropriate care instructions, please strictly adhere to these. when special care instruction is required this is also featured in the products description online.

how do I stay in touch with zoe kratzamann?
sign up to our newsletter at the bottom of this page to receive information about new arrivals, exclusive sales and event invitations.
follow us on instagram @zoekratzmannfootwearand apparel and facebook @zoekratzamann