Shipping and Returns
SHIPPING
Here’s all the important shoe shipping information you need to know.
Please note that our warehouse will be closed on Monday 3rd of June due to the Western Australian Public Holiday. Therefore this may cause a slight delay in the dispatch of orders placed between the 31st of May and 4th of June. Please allow for this extra delay when making your online purchase.
Before you confirm your order, please double check the shipping details as we are unable to make changes once your order has been processed online.
Dispatch
- Dispatch refers to when your shoes leave our Distribution Centre.
- Orders are not dispatched over the weekend or on National and West Australian public holidays - these are dispatched the very next business day.
- There are times where we may need to source your shoe order from a store which will delay dispatch. In this case our Customer Care team will contact you via email to let you know.
- You will receive an email at 5pm AWST on the day your order has been dispatched.
- All orders are dispatched from our Distribution Centre in Perth, WA.
Standard Shipping – FREE
Once your order is dispatched, we hand your standard parcel over to Australia Post for delivery. These are their estimated delivery timeframes:
- Perth Metro – expect delivery 1-3 business days from dispatch.
- All other capital cities – delivery is between 3-5 business days from dispatch.
- Regional Australia – allow a little longer, 5-7 business days from dispatch.
All orders with Standard shipping are sent via e-Parcel. Australia Post will require a signature on delivery and will not leave parcels at unattended premises. If there is no one available to sign for the parcel, a slip will be left at the address and the parcel can be collected at a nearby Post Office.
Registered Customers will receive an Australia Post tracking number with their dispatch email. This allows you to follow your parcel all the way to your doorstep!
Express Shipping - $12
It’s important to note that Express Shipping is not an overnight service. Once your order is dispatched, we hand your Express Shipping parcel over to Australia Post for delivery. These are their estimated delivery timeframes:
- Perth Metro – expect delivery 1-2 business days from dispatch.
- All other capital cities – delivery is between 2-4 business days from dispatch.
- Regional Australia – takes a little longer, 4-6 business days from dispatch.
All orders with Express Shipping are sent via e-Parcel. Australia Post will require a signature on delivery and will not leave parcels at unattended premises. If there is no one available to sign for the parcel, a slip will be left at the address and the parcel can be collected at a nearby Post Office.
Registered Customers will receive an Australia Post tracking number with their dispatch email. This allows you to follow your parcel all the way to your doorstep!
International Shipping - $15
We currently ship internationally to New Zealand only.
- All New Zealand – expected delivery 7-10 days from dispatch.
Registered Customers will receive an Australia Post tracking number with their dispatch email. This allows you to follow your parcel all the way to your doorstep!
Important information about New Zealand customs, duties and taxes
You can find out everything you need to know about New Zealand customs and taxes on the Government website, and below we’ve listed the key points to note.
- Some New Zealand orders may incur a customs or import duty charge – and charges may occur for orders over NZD$344.These charges will need to be paid by you on delivery of your order – we are unable to pay these charges on your behalf up front.
- Orders cannot be returned to sender. If you do not pay these charges, we cannot be responsible for any loss of money as a result.
- We are unable to mark New Zealand orders as a gift.
Tracking Parcels
You can track your Standard, Express or International parcels via the Australia Post website. As a registered customer you will receive a tracking number in your dispatch confirmation email.
If your parcel hasn't arrived in the estimate time period, we recommend checking the Australia Post website to see if delivery of your parcel has been attempted. Remember, all parcels will require a signature for delivery and your shoes may be at the local post office awaiting collection.
We will help to locate your parcel if you have no luck yourself – please contact our Customer Service team via our Contact Us page.
Stock Availability
Our stock levels change frequently and there may be some shoes only available online for a limited time. If the size you are after is not available online, simply contact our Customer Service team and they will do their best to track the right size down for you.
There may also be times where a shoe purchased via our website is not available in our online warehouse when we come to dispatch. In this case we will do our best to source the shoe from one of our stores and email you about this within one working day of your order.
RETURNS
Returns Via Post
All Australian orders are entitled to a free exchange or refund.
We know you are going to love your new shoes! If, for any reason, you are unhappy with your purchase decision, simply return your unworn goods via Australia Post within 14 days after receiving your parcel and we will gladly provide you with a refund or exchange. 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.
Shipping via Australia Post can take up to 10 business days to return to our warehouse depending on where you live.
Any additional returns will attract a $9.95 shipping fee. We will process this fee payment over the phone or deduct it from outstanding refunds.
Items bought in our physical store will not be accepted for a return or exchange via post
*If the barcode or return label is not working correctly please contact customer care for alternative shipping options.
Return Processing
Exchanges
Once we have received your parcel, your exchange will be processed and dispatched within 1 business day excluding weekends and public holidays. You will receive an email to the email address you provided in your order to inform you that your return has been processed.
By purchasing as “Guest” you will not have the ability to exchange your goods online. Additionally, you will not have the ability to track your order. Purchases made by “Guest” customers will have the option of refunding goods online and in store.
Refunds
Please allow a few business days for your funds to appear on your credit card statement. Some banks may require additional days to process the transaction.
Returns in store
If you have purchased your shoes online you can choose to return or exchange at any one of our stores. For exchanges please contact your local ZU store to ensure it has the right shoe available.
Refunds are always performed using the method of payment. So if you choose to return the shoes in store please take your credit card with you to enable the staff member to process the return/exchange for you. You will also need a print out of your receipt which is emailed to you at the time of online purchase and your delivery docket.
In store return & exchange policies apply.
All conditions above are in addition to your statutory rights.
Returns from New Zealand
For returns from New Zealand, orders will need to be sent back to the ZU head office in Perth, Western Australia.
New Zealand exchanges will be charged a re-shipping fee of AU$15.00 to have the new goods shipped back to you. We will send you an invoice prior to shipping the order.
Return Processing
Exchanges
Once we have received your parcel, your exchange will be processed and dispatched within 1 business day excluding weekends and public holidays. You will receive an email to the email address you provided in your order to inform you that your return has been processed.
By purchasing as “Guest” you will not have the ability to exchange your goods online. Additionally, you will not have the ability to track your order. Purchases made by “Guest” customers will have the option of refunding goods online and in store.
Refunds
Please allow a few business days for your funds to appear on your credit card statement. Some banks may require additional days to process the transaction.
Returns in store
If you have purchased your shoes online you can choose to return or exchange at any one of our stores. For exchanges please contact your local ZU store to ensure it has the right shoe available.
Refunds are always performed using the method of payment. So if you choose to return the shoes in store please take your credit card with you to enable the staff member to process the return/exchange for you. You will also need a print out of your receipt which is emailed to you at the time of online purchase and your delivery docket.
In store return & exchange policies apply.
All conditions above are in addition to your statutory rights.
Returns from New Zealand
For returns from New Zealand, orders will need to be sent back to the ZU head office in Perth, Western Australia.
New Zealand exchanges will be charged a re-shipping fee of AU$15.00 to have the new goods shipped back to you. We will send you an invoice prior to shipping the order.