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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

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.

i cannot login to my account?

if you are having trouble logging into your account, you can request to reset your password and attempt to login again. if you have further trouble logging in please contact us at customerservice@zoekratzmann.com or phone us at 075472 8309 so we can assist further.

i didn’t receive my sign-up welcome code?

if you do not receive your welcome code to your inbox, we recommend checking your junk folders. if you do not find your code in any of your email folders, please contact customer care at customerservice@zoekratzmann.com or phone us at 07 5472 8309 so we can assist further.

what payment methods do you accept?

we accept visa, mastercard, american express, paypal, klarna and afterpay.

what does pre-order mean?

a “pre-order” allows you to place a reservation for a product prior to its scheduled release date. Products in a pre-order status are marked with a “pre-order” label on the website. the pre-order dispatch date can be found in the product description. if any changes occur to the dispatch date, you will be notified via email.

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 5-10 business days for the return to be processed and appropriate remuneration issued. 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. to view our full returns process, please see here 

how do i care for my items?

all apparel and footwear come with appropriate care instructions, please strictly adhere to these. for apparel, please check the garment care label for specific care instructions.

how do i stay in touch with zoe kratzamann?

sign up to our newsletter at the bottom of this page to receive $30 off your first order and to be notified about new arrivals and exclusive sales.
follow us on instagram @zoekratzmannfootwearand apparel and facebook @zoekratzamann

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