here are some of our frequently asked questions

general enquiries

How can I contact you?

For any online related questions queries and comments please dial 1300 ZU SHOE (1300 987469) or write us an email by clicking here. If you would like to contact a store please visit this link for phone number and address information.

How do I cancel my order?

Please contact our customer care team if you wish to cancel your order. Our customer care team is most happy to help you out with any questions about your order.

How do I track an item?

To track your order please log into your account. Here you will be able to view the status of your order.

Once your parcel leaves the warehouse, you will receive an Australia Post tracking code in your dispatch email. Please visit www.auspost.com.au/track and insert your tracking code to see the whereabouts of your parcel.

When will my parcel arrive?

All parcels will be dispatched from our warehouse in Perth, WA. Please visit our shipping info page for our shipping time frames.

How do I return/exchange an item?

Returning goods is easy! Simply return your unworn goods via Australia Post within 7 days after receiving your parcel and we will gladly provide you with a refund or exchange. Please visit our Returns and Exchanges section and complete the forms so we can process your request as soon as possible.

What happens if the items I ordered are faulty?

All items are being quality checked to the highest standard before leaving the warehouse. If for any reason you receive faulty items you must get them assessed by our Store Managers or Customer Service team. Please bring your faulty items to your nearest Zu store or send photos through to our Customer Service team at customercare@zushoe.com.au. .

Can I exchange an item I bought from online in a store?

Yes, you can exchange items bought online in any Zu store. Please remember to bring all proof of purchases when you visit. You can find these in your email inbox.

What if my size is unavailable?

Our website is designed to show all available stock online and in store! If your size is available online our “Add to Cart” option will be active. Click on this to add this item to your shopping cart. If our online store does not have available stock online then you can choose the “Buy in Store” option. Just enter in your post code and any store near you with the available store will show up.

How do I apply my promotional code?

Our website is designed to show all available stock online and in store! If your size is available online our “Add to Cart” option will be active. Click on this to add this item to your shopping cart. If our online store does not have available stock online then you can choose the “Buy in Store” option. Just enter in your post code and any store near you with the available store will show up.

What payment methods do you accept?

We accept VISA, Mastercard and American Express as payment methods in our online store.