Need assistance with online shopping? You can email us at info@zanerobe.com or call (02) 8021 7001
SHOPPING FAQS
How do I purchase online?
Simply browse through the online collection and select the colour and size of the product you wish to purchase, you’ll be informed immediately whether the item is available or not.
Select the quantity you wish to purchase and click ‘Add to Bag’ – this will add your chosen item to the shopping bag. Review your Bag at any time by clicking on “My Cart” at the top right of the screen.
In the “My Cart” section, you can edit, update, cancel or proceed to checkout with your selected items. Ensure your contact and shipping details are correct. If you intend to pay with Paypal please ensure your contact and shipping details match the details in your Paypal account.
If your contact and shipping details need updating simply select ‘edit profile’ in the ‘my account’ section.
To complete your order select your chosen method of payment and follow the prompts to complete your order. Once your order is complete, you will receive an automated email and invoice receipt.
How do I use a coupon or discount code?
Once you have added your items to your cart, click on ‘view cart’ or ‘my cart’. You will then be taken to your order page, where you can add in your coupon code into the ‘coupon’ box. Simply click ‘apply coupon’, and then hit ‘proceed to checkout’.
You will then be taken to the check out page and your order will be updated.
Do I need to sign for my parcel upon delivery?
The driver or courier will ultimately decide whether a signature is required or whether it is safe to leave the item at the premises. If you require a signature, please supply a business address where someone will be home. If you DO NOT require a signature, please let us know during checkout so we can advise the driver to leave the item at the premises. If you are not home to sign, the driver may take the item to the nearest post office or depot. The driver may also leave the parcel at the premises if he deems it safe to do so. To avoid any loss of your order, we strongly suggest providing an address where someone may sign for the order.
What happens if my order is lost during transit?
ZANEROBE does not cover the loss of any item during transit.
Can you deliver to home addresses?
Yes we can, but please be aware that if you are not home to sign for your parcel, your item may be sent to the nearest post office or depot. The courier driver may also leave your order at your house- this decision is ultimately up to them. If you DO NOT want your order left at the premises without a signature, please supply a business address where someone will be able to sign for the item. We strongly advise that you supply a business address for ALL orders.
No, we do not deliver to P.O Boxes. Please supply a business address as priority.
Do I need to create an account to shop with you?
No- you may check out as a guest if you wish. However, creating an account allows you to come back anytime and easily check out without having to fill in your details again.
Creating an account also allows you to track your orders and receive our newsletters. Please note you have the option to sign up to our newsletter when you create an account. We will never email you promotional items without your permission.
Can you give me more information on your products?
Sure- if you want to know more information or have an enquiry just email us at info@zanerobe.com
The best way to determine your size is to check our size guide, which can be found on all product listings in our store. If you’re still not sure you can always contact us direct for help: info@zanerobe.com
What are your accepted forms of payment?
ZANEROBE offers Paypal as an easy payment option. Please note Paypal accepts credit card, and you do not need a Paypal account to fulfill checkout.
Alternatively we accept major credit cards including Visa and Mastercard. We do not accept Amex.
Once you are sure of your order and wish to pay, simply click on ‘checkout’ and you will be prompted to either pay via Paypal or via credit card. All you need to do is either login to your Paypal account or check out with your credit card details.
Once you confirm your payment details and choose to checkout you will be charged immediately.
How do I change details on my ZANEROBE account?
To change or edit any details in your account you will need to login and then select ‘My Account’ at the top right of your page. Once logged in you can choose to edit your details and then simply choose ‘update’ to confirm.
Can I amend or cancel my order?
Yes, you can only amend or cancel your order on the ‘My Cart’ and ‘Checkout’ pages BEFORE you submit your order for processing. If you wish to amend or cancel your order after payment has been processed please contact us immediately (within 15 minutes) by either emailing at info@zanerobe.com or calling (02) 8021 7001. We cannot cancel your order after it has been shipped.
We often restock items mid season, however most of our styles are only available for a limited time and once the season is over we replenish with new styles. If there is a particular item you are interested in feel free to contact us by either emailing info@zanerobe.com or calling (02) 8021 7001
I have forgotten my password- what do I do?
If you have forgotten your password please select the ‘forgot password’ link underneath the login form. Your password will then be emailed to you.
How do I sign up for the ZANEROBE newsletter?
You can easily sign up by jumping on the homepage and entering your email into our ‘Subscribe to our newsletter’ form. Alternatively when you create an account with us you have the option to sign up to the newsletter, or you can always ask us to add you manually by emailing us at info@zanerobe.com
I have purchased from the ZANEROBE online store previously, and would like to again, how do I do this?
If you are a returning customer, simply fill in your login details during check out which will save you from filling in your shipping details again. If you have forgotten your password click ‘misplaced your password’, and your details will be sent to you via email.
SHIPPING AND DELIVERY
Has my order been shipped yet?
Once we ship your order, you will receive an email providing you with shipment details, including the date of shipment and any tracking details. If you wish to enquire about whether your order has been shipped please contact us at info@zanerobe.com
As a general rule we aim to ship out all orders within 2 business days of receiving the order.
What happens if there is an issue with my order before it is shipped?
If there is an issue with your order before it has been shipped e.g the style is no longer available, or your size is not available, a ZANEROBE representative will contact you by email or phone to inform you of the outcome.
What shipping methods can I choose from?
ZANEROBE uses StarTrack exclusively for all domestic orders in Australia. Your order is fully trackable and we do not charge for domestic shipping.
International customers may choose between a flat rate shipping option and express courier option. Flat rate shipping is provided by Australia Post and is not always trackable online. Express Courier International is provided by Australia Post or DHL express.
Should I provide a business or home address?
WE HIGHLY RECOMMEND SUPPLYING A BUSINESS ADDRESS FOR ALL ORDERS. THIS IS THE SAFEST AND MOST SECURE OPTION. If you are not there to sign for your order, your item may be taken to the nearest post office or depot. It is much safer and easier to provide an address where someone will be there to sign and collect your order. The driver may also leave the item at the premises if they deem it safe. If you do not wish for the item to be left at the premises please let us know during checkout in the ‘order notes’.
Australian delivery information
We use Startrack for all Australian orders. Startrack usually takes between 2-4 business days for delivery, however if you are located in a major city, we will aim to get your order to you by the next day (for orders made before 10am AEST). PLEASE NOTE- Startrack often require a signature or authority to leave when delivering an item. If you wish to send to a home address, please include an order note saying we can leave the item at your house. If you do not include this note, the driver will either send your order to the nearest depot or they will leave it at their own judgement.
No, we do not deliver to P.O Boxes. Please supply a business address as priority.
International delivery information
If you are an international customer you have two options for your shipping method. The first option is to choose our flat rate service, which is a service of Australia Post. Flat rate Airmail is a cheaper option for international customers but it is a slower delivery (up to 15 days worldwide) and is not always trackable online.
The other option (and our suggestion) is to choose Express Courier International. We use either Australia Post or DHL Express for express international orders, and most orders will take between 5-7 days worldwide for delivery. This service is fully trackable online and you will receive email updates as your order is transited.
Will I need to pay any duties/import taxes on international deliveries?
Unfortunately we cannot cover any additional duties or import taxes, charged by your residing country once your order arrives. Any additional duties or import taxes are up to the customs at the time and differ per order and per country.
Will I be charged any international transaction fees during checkout?
You may be charged a few dollars by either your bank or Paypal during purchase. This will show in your account as an ‘international transaction fee’. Please note this is NOT a charge from ZANEROBE.
How long will it take for delivery?
Depending on your address and selected freight service, your order will take approximately 7-10 business days to arrive worldwide.
For all Australian orders, please allow 2-4 days for delivery.
For international orders using Australia Post flat rate, please allow up to 15 days for delivery worldwide.
For Express Courier International please allow up to 7 days for delivery worldwide.
Please note delivery times are subject to location and chosen shipping method.
Do you deliver to work addresses?
Yes, we can deliver to work addresses. We prefer you provide a work address in case a signature is required upon delivery.
RETURNS
We accept returns within 30 days of your order purchase date. When you return your order the item must be sent back in a resaleable condition (tags attached, unwashed and unworn). Your reason for returning the good must be clearly explained on the returns form, which is included in your delivery.
To return an item simply send it back with your returns form to the below address:
ZANEROBE
522-524 Military Road,
Mosman, NSW, 2088
AUSTRALIA
Phone: +61 02 8021 7001
All returns must be made within 30 days of your purchase date.
Do you accept returns on sale items?
We will only accept returns on sale items if they are faulty or damaged. Please choose sale items wisely as we do not accept returns for wrong size choice or change of mind.
Can I get a refund or exchange on a sale item?
There are strictly no refunds on sale items, unless the product is damaged or faulty. Exchanges on sale items are only granted by a ZANEROBE representative, and are subject to stock availabilities. To enquire about an exchange on a sale item please email info@zanerobe.com
<strong>I have received a faulty or incorrect item
If you have received a faulty or incorrect item please send the item back to the below address with your reason for the return (e.g damaged/faulty item) via your returns slip.
ZANEROBE
522-524 Military Road,
Mosman, NSW, 2088
AUSTRALIA
Phone: +61 02 8021 7001
Once we receive your order back we will contact you with details of your refund and any other relevant information.
TECHNICAL
I am having problems accessing or buying from your website
If you are experiencing any technical issues please contact us at info@zanerobe.com
For us to best help you please email us the following details:
- Your operating system (e.g Windows Vista, Mac OS X)
- Internet browser (Internet Explorer 7, Firefox, Safari)
- What URL you were trying to access on our site
- What time the problem occurred.
If your payment has been declined please check that the credit card details or Paypal details you entered are all correct. Occasionally a credit card will fail to make payment if there are insufficient funds, if this is the case, try another card.
If you continue to experience this problem please contact us on info@zanerobe.com
When you want to shop with us or access your account, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us.
If you have forgotten your password just click the ‘forgot password’ tab on the sign in page and follow the prompts to receive your new password. If you ever want to update your account information you can do so in the ‘My Account’ tab.
PRIVACY POLICY
ZANEROBE is a globally registered trademark owned by ZANEROBE Pty Ltd. All marks, names, illustrations, images, logos, registered/unregistered designs, content and other intellectual property that appears on this website remains the exclusive property of ZANEROBE and may not be copied, reproduced, republished, downloaded, posted, broadcasted or made available to the public without the permission of ZANEROBE.
If you send correspondence via the eBay website through email, fax or post, ZANEROBE will retain such information in the records of your account. We will also retain customer service correspondence and other information from PayPal about you. We retain these records so that we can fulfill your online purchases in addition to measuring and improving our customer service. ZANEROBE will not share, sell or rent retained customer information with any third-party persons or companies. We may, over time, delete these records if permitted by law. You should also be aware that we may disclose specific information about you if necessary to do so by law or based on our good faith belief that it is necessary to conform or comply with the law or is necessary to protect the users of our web site, the site or the public. Please read carefully the privacy policy of Paypal when creating an account or providing them with your credit card details.
