Here are some of our frequently asked questions.
- CAN I CANCEL MY ORDER?
It is our aim to dispatch your order as soon as possible; therefore we cannot guarantee that your order will be cancelled before it has left our Distribution Centre. If we have not yet dispatched your parcel we will do our best to ensure that it is cancelled. Please contact us with both your order number and full contact details as soon as possible to request a cancellation.
- HOW DO I FIND A SPECIFIC SHOE?
If you know the name of the shoe you can search it in the search bar located at the top right of the website. Alternatively you can filter your search down to specific styles, colours and sizes using the tool bar to the left of the category pages.
- THE SHOES I WANT ARE NOT AVAILABLE ONLINE IN THE SIZE I AM AFTER. WHAT SHOULD I DO NOW?
It is possible that one of our retail stores may have the size you are after. Please contact us and we will do our best to try and find the right size for you!
- WHAT PAYMENT METHODS CAN I USE TO MAKE A PURCHASE ONLINE?
We accept VISA, Mastercard and American Express as payment methods in our online store.
- CAN I USE TWO DISCOUNTS AT ONCE?
Unless specified in the promotional terms and conditions, only one promotional code can be applied per order.
- CAN I USE MY DISCOUNT IN STORE?
The majority of our discounts apply online and in-store; however we do at times have online exclusive promotions that cannot be used in-store. Our terms and conditions will state where you can use the discount, however if you are unsure please contact us and we can clarify for you.
- I HAVE A PROMOTIONAL CODE, HOW DO I APPLY IT?
When you visit your shopping cart you will be given the opportunity to apply any discount voucher codes you may have. Simply type the code into the text box provided at the bottom left hand side of the online cart screen. Please note this is the step prior to entering your payment details. We are unable to add your promotional code to your order once you have finalised your purchase.
- CAN I USE A GIFT VOUCHER ONLINE?
Gift vouchers are currently only redeemable in-store and cannot be used for any online purchases.
PROMOTIONS AND DISCOUNTS
- MY ORDER IS A STORE REQUEST, WHAT DOES THAT MEAN?
Due to the popularity of some styles there may be a case were your order is not available in our Distribution Centre and therefore needs to be sourced from a nearby store. As soon as we have received the requested shoe we will proceed to post out your parcel and you will be notified of its dispatch.
- HOW DID I BUY AN ITEM THAT IS NOW NOT AVAILABLE?
On the rare occasion that this might happen, it is usually due to the item being purchased at the same time by two people; however we only have one item available. If this is the case for your order our team will attempt to source another pair for you and dispatch your parcel as soon as possible.
- HOW LONG WILL IT TAKE FOR THE SHOES TO BE SOURCED?
It can take between 2-5 business days for orders to be sourced and dispatched to you. You will be sent a dispatch confirmation email as soon as your parcel has been sent from our Distribution Centre in Perth, WA.
- WHAT IF I HAVE PAID FOR EXPRESS POSTAGE?
As stated on our Shipping and Returns page, express postage does not include dispatch time. As soon as your order has been sent from our Distribution Centre and passed on to Australia Post, you will receive your parcel within the express delivery time frame. If you do not receive it in the allocated time frame please contact us with your full name and order number so that we can look into this further for you.
- HOW DO I GET AN ESTIMATED TIME OF ARRIVAL ON MY STORE REQUESTED ORDER?
To find out when your store requested item will arrive at our Distribution Centre or when it will be dispatched, please contact us with your full name and order number and we will be able to provide you with more details.
- HOW LONG WILL IT TAKE TO DISPATCH MY ORDER?
Our dispatch time frame is 2-4 business days from the date you have placed your order. If you are experiencing any delays longer then this time period please contact us for more information on your order. Please remember to include your order number in your enquiry.
- HOW LONG WILL IT TAKE TO DELIVER MY ORDER?
This will depend on where you live and whether you selected standard or express shipping options. For a full list of delivery time frames please visit our Shipping and Returns page.
- HOW DO I TRACK MY ORDER?
Tracking your order couldn't be easier! Once your parcel leaves our Distribution Centre, you will be sent a dispatch confirmation email which will include an Australia Post tracking number. Simply head to http://auspost.com.au/track/ enter the tracking ID and you will be able to follow your orders progress right up to your front door!
If you do not receive your tracking ID please contact us with your full name and order details.
- DO YOU SHIP TO PO BOXES?
Yes, we do ship to PO Box addresses!
- DO YOU SHIP INTERNATIONALLY?
We currently ship internationally to New Zealand only.
SHIPPING AND DELIVERY
- MY SHOES ARE THE WRONG SIZE, WHAT ARE MY OPTIONS?
If you are a Registered Customer and checked out using your online account you can either exchange the shoes for another size, or receive a full refund online. Simply return your unworn shoes in-store or via Australia Post using our free return system within 14 days of receiving the shoes and we will gladly refund or exchange them for you.
If you checked out as a Guest Customer you are eligible for a refund online, however we are unable to offer an online exchange. Alternatively you can take your shoes into your nearest store and receive an exchange. Refunds are not provided in-store unless an item is deemed faulty. In this case our faulty goods refund policy applies.
For all online purchases, the 14 day limit only applies to the days in which the shoes were in your possession, therefore eliminating any transit time.
- WHAT IF THE ITEM I ORDERED IS FAULTY?
We aim to provide all customers with products of the highest standard and quality. If you have received an item that you believe is faulty, it will need to be assessed by a ZU Store Manager or the Customer Service team. We recommend that you either take the product into your nearest store, or alternatively send the item back for assessment at our Distribution Centre. For information on how to post your shoes back to us for free, head to our Shipping and Returns page or to begin go straight to our Returns Systems page. Once assessed, we will be able to help resolve the issue and advise you of the next steps. Please note that we cannot guarantee a refund or exchange for any items until they have been assessed either in-store or by our Customer Service team.
Refunds generally exclude shipping cost. If our quality control team missed a manufacturing fault on your new shoes or if we can't provide the shoe you ordered, we will gladly provide you with a full refund (including shipping) or free exchange. The shipping cost will not be refunded on change of mind returns.
- HOW DO I RETURN MY GOODS TO YOU?
You can either visit your nearest ZU store, or you can send them back to our online store via our free Return System. Please visit our Shipping and Returns page for all the information on how to send your shoes back to us.
- CAN A STORE PROVIDE A REFUND FOR AN ITEM PURCHASED ONLINE?
Stores do not offer refunds for change of mind; however you can exchange your purchase for another item or use our free online returns system and post your order back to us for a refund.
- CAN I RECEIVE A REFUND ON SALE ITEMS PURCHASED ONLINE?
You certainly can! We offer returns and exchanges on both full priced and sale items when they are returned using our online system (excluding shoe care products). Please note that stores do not offer refunds for change of mind. You can however exchange for a different item, size or colour.
- WHAT HAPPENS IF THE PRICE OF THE SHOE CHANGES BY THE TIME THE EXCHANGE/REFUND IS PROCESSED?
If you are exchanging for a different size or colour of the same style, the exchanged shoe will not attract additional charges or refunds. If however, you wish to change the style we will consider this as a ‘change of mind’ and will refund or charge any difference in price.
EXCHANGES AND RETURNS
- I NEED SOME HELP PLACING MY ORDER - WHAT SHOULD I DO?
Our Customer Service Team are more than happy to help you. Give us a call on 1300 MY SHOE (69 7463) or send us an email via our Contact Us page.
- IS THE ZU ONLINE STORE A SECURE SHOPPING SITE?
zushoe.com.au uses Secure Sockets Layer (SSL) technology to provide you with the safest, most secure shopping experience possible. All pages within our website that contain sensitive information are secured with SSL technology, so your personal information stays safe and out of malicious hands. To learn more, visit our Online Security page.
- HOW DO I CREATE AN ACCOUNT?
To create an account with ZU, simply click Login/Register at the top of any of our webpages. Here you will be taken to a new page where you have the option to register as a new customer. Click ‘Register’, enter your details as requested and finally click ‘Submit’. You will then receive a confirmation email from us.
- WHAT IS THE DIFFERENCE BETWEEN A REGISTERED CUSTOMER AND A GUEST CUSTOMER?
Being a registered customer gives you the best access to the ZU website and the services we have to offer. It’s quick to sign up, and best of all, it’s free!
Below is an overview of the benefits you receive as a registered customer compared to a guest.
Guest customer Registered customer Online account Quick checkout process ✗ ✓ Exclusive offers, product updates & newsletters ✗ ✓ Returns Online exchange ✗ ✓ Online refund ✓ ✓ In-store exchange ✓ ✓ In-store refund ✗ ✗
- HOW DO I SUBSCRIBE TO YOUR MAILING LIST?
We’d love for you to join our mailing list! If you're a registered ZU customer, simply log in to your account and tick the box on the Newsletter page. If you're not a registered customer (it's free to join!) at the very bottom of every page on our website (including this one), you’ll see some text saying ‘Sign up for the latest ZU news’, Next to this is a text box where you just need to enter your email address, click ‘Go’, and you’re signed up to our mailing list!
- HOW DO I UNSUBSCRIBE FROM YOUR MAILING LIST?
At the bottom of all our newsletters there is an ‘Unsubscribe’ link. Just click on this and you will be unsubscribed. You can re-subscribe at any time to receive the latest styles, promotions and competitions straight to your inbox!
- HOW CAN I CONTACT YOU?
For any online related questions, queries and comments please dial 1300 697 463 or submit an enquiry using our Contact Us form. If you would like to contact a store, head to our Store Locator for phone number and address information.
- I'VE UPDATED MY ACCOUNT NAME, BUT MY BILLING ADDRESS NAME HASN'T CHANGED. WHAT DO I DO?
When updating your customer name, you'll need to also update your billing address name separately. To do this, simply login to your account and click on the Address Book tab on the left. Click edit under Billing Address and update your details.
- I’M NOT SURE WHAT MY SHOE SIZE IS. DO YOU HAVE A SIZING CHART?
We certainly do! Visit our Sizing Guide and it will give you all the information you need. Don’t forget, if you do happen to order the wrong size, we will exchange it for free (Australian orders only).
- I WANT TO VISIT ONE OF YOUR STORES - HOW DO I FIND MY NEAREST ONE?
To find the nearest ZU store to you, simply visit our Store Locator, enter your postcode, and it will bring up all the stores near you.
- HOW DO I WRITE A REVIEW FOR A PAIR OF SHOES?
Leaving a review for a pair of shoes is really easy! Firstly you need to locate the shoe in our online store. Once you’ve found it, click to view the product page. Scroll down to the bottom of the page and you will see the section titled ‘What do you think’. Here you can leave a comment about the shoe.
- WHY IS MY REVIEW NOT APPEARING STRAIGHT AWAY?
All reviews need to be approved before appearing on the ZU website to ensure there is no inappropriate or offensive material posted. This process can take up to a week.
- HOW CAN I APPLY FOR A JOB AT ZU?
To apply for a job at ZU, simply visit our Careers page to see our current opportunities. You can also express your interest and leave your resume with us for any suitable positions that may arise in the future.
- CAN I CHECK IF A STORE HAS STOCK USING THE WEBSITE?
You certainly can, simply select the shoe that you are looking for in your preferred size and click the ‘Buy in-store’ button.