Help & Frequently Asked Questions

Payment

What payment options can I use?

We accept Paypal and credit card, including Visa and Mastercard.

Shipping Rates

Australian Rates

We provide free shipping for all orders over AUD 75 within Australia. We send all Australian orders as delivery duty paid by ZANEROBE. 

As we are not the importer of the clothing (you are), no Goods and Services Tax (GST) or customs duty will be levied on your purchase where the value of the order is less than AUD $1,000.00.

If your order value is over AUD $1,000.00 we will calculate and charge you duty at checkout.

Location Carrier Cart AU$ Amount Transit Time Rates
Australia DHL Express Less than AU$75 3 – 7 days AU$10
Australia DHL Express Greater AU$75 3 – 7 days Free

International Rates

We charge a flat rate shipping fee for all orders outside of Australia of AUD 20. Some countries are excluded from this flat rate and additional fees may be applied.

Please note that any duty and custom charges are charged at the checkout for most orders. We calculate these charges based on your countries custom rules.

Duty charges must be paid by the purchaser at time of checkout. This means you only pay once and you will not be charged anything additional at time of delivery.

Location Carrier Cart AU$ Amount Transit Time Rates
International DHL Express All orders 3 – 10 days AU$20


Do I have to pay duty charges or import tax?

Yes, in most cases you will be asked to pay duty charges at checkout. We calculate these charges based on your countries custom rules.

However, for our Australian customers, unless your purchase value exceeds AUD $1,000.00, no such duty charges (for payment to the Australian Customs authorities on your behalf) will be calculated or applied  to your purchase at the checkout. Please see the further information provided above and under the subheading “Australian Rates”.



In some cases we help to cover this cost on your behalf.



We want to provide you with the best service that we can offer by having a one payment system. This means you will not be charged anything extra at time of delivery.



We cannot mark International orders as a gift in order to bypass or reduce any customs fees. This is an illegal practice and as an established business we will not do this.

Sizing

Tracking + Order Status

How do I track my order?

Please log into your ZANEROBE account to access your order status and tracking information. Within your account you can access your order history and all relevant tracking information. You will also receive an email once your order ships with your tracking information.

Processing Status

We have received your order and your payment successfully.

Released Status

We have released your order information to our logistics warehouse and they will now begin to pick and pack your order.

Completed Status

Your order has been shipped from our warehouse and is on its way to you.

Pending or Cancelled Status

Your order has NOT processed and we have not received payment.

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 log onto your account and go to ‘my orders’. All tracking information will be stored here.

As a general rule we aim to ship out all orders within 3 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?

We use DHL Express for all online orders.

Where will my order ship from?

We send all online orders from our central warehouse in Hong Kong. We do this to provide a more efficient and faster shipping method for our customers worldwide.

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. DHL will contact you to organise another time for delivery if you are not available. It is much safer and easier to provide an address where someone will be there to sign and collect your order.

Australian delivery information

We use DHL Express for all Australian orders.

All Australian orders are shipped as ‘authority to leave at premises.’ This means DHL may leave the parcel at your premises if they deem it safe to do so.

DHL Express usually takes between 3-5 business days for delivery.

International delivery information

We ship all orders outside of Australia with DHL Express.

DHL Express require a signature upon delivery. This service is fully trackable.

Do you deliver to P.O boxes?

No, we do not deliver to P.O Boxes. Please supply a business address as priority.

Do I have to pay duty charges or import tax?

Yes, in most cases you will be asked to pay duty charges at checkout. We calculate these charges based on your countries custom rules.

However, for our Australian customers, unless your purchase value exceeds AUD $1,000.00, no such duty charges (for payment to the Australian Customs authorities on your behalf) will be calculated or applied  to your purchase at the checkout. Please see the further information provided above and under the subheading “Australian Rates”.



In some cases we help to cover this cost on your behalf.

We want to provide you with the best service that we can offer by having a one payment system. This means you will not be charged anything extra at time of delivery.



We cannot mark International orders as a gift in order to bypass or reduce any customs fees. This is an illegal practice and as an established business we will not do this.

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 3-5 days for delivery.

For Express Courier International please allow up to 7- 10 days for delivery worldwide.

Please note delivery times are subject to location and chosen shipping method.

Returns and Exchanges

Do you accept returns on sale items?

We will only accept returns on sale items if they are faulty or damaged.

What is your returns policy?

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.

Please allow 2 weeks from the time you mail your order for your return or exchange to be processed. We will notify you via email once your return has been processed.

Australian Returns Policy

We offer FREE returns for our Australian customers. All returns must be made within 30 days of your purchase date.

YOU CAN CHOOSE TO LODGE YOUR RETURN THROUGH PARCELPOINT OR AUSTRALIA POST.

PARCELPOINT IS A TRACKABLE RETURNS SERVICE AVAILABLE AT HUNDREDS OF LOCAL STORES ACROSS SYDNEY, MELBOURNE & BRISBANE, OPEN 7 DAYS AND LATE FOR YOUR CONVENIENCE. This service is suitable for parcels with a max weight of 10kg and max size of 120cm total linear dimension (sum of length, height and width.)

How to return with ParcelPoint:

1. Go to http://parcelpoint.com.au/zanerobe/return – Follow the online process to book your return and print a shipping label. You can choose to return your parcel at a ParcelPoint store or any Australia post office.
2. Package your item(s) into the original parcel packaging or suitable new packaging. INCLUDE THE ZANEROBE RETURNS SLIP WITH YOUR RETURNED GOODS.
3. Attach your returns label onto the parcel.
4. Post your parcel back to us by taking it to your nearest ParcelPoint store or Australia post office.
5. Please allow up to 2 weeks for your return to be processed and your account to be credited.

ALL PARCELPOINT RETURNS ARE AUTOMATICALLY TRACKED AND INCLUDE EMAIL PROOF OF SENDING ONCE DROPPED OFF AT A PARCELPOINT LOCATION.

YOU CAN TRACK ITEMS RETURNED VIA PARCELPOINT AT: HTTP://PARCELPOINT.COM.AU/TRACK

IF SUBMITTING YOUR RETURN VIA AUSTRALIA POST PLEASE ENSURE YOU OBTAIN A PROOF OF POSTAGE WHEN LODGING OVER THE COUNTER AT AUSTRALIA POST.

International Returns Policy

If you are based outside of Australia, please email us at returns@zanerobe.com – our customer service team will advise further information to make your return. All returns must be made within 30 days of your purchase date.

Please allow 2 weeks from the time you mail your order for your return or exchange to be processed. We will notify you via email once your return has been processed.

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

How Do I exchange an item?

If you wish to exchange an item please email us at returns@zanerobe.com and state your name, order number and the item you wish to return for an exchange. We issue store credit for all exchanges.

I have received a faulty or incorrect item

If you have received a faulty or incorrect item please email us at info@zanerobe.com with a full description of the damaged area (please include photographs to make the process easier.) Our customer service team will assist you with a replacement or refund.

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.

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

How do I know what size I am?

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

I have a discount code. How do I use it on my purchase?

If you have a discount code you can enter this on the ‘My cart’ or ‘Checkout’ pages of the store. Simply enter the code into the ‘discount code’ tab and select ‘recalculate’. You will then be provided with your new order total.

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 by either emailing at 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.

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.

My payment has been declined

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.

Privacy Policy

Intellectual Property

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.

Privacy

If you send correspondence via the ZANEROBE 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.

Security Policy

When purchasing from ZANEROBE your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. 128-bit SSL encryption is approximated to take at least one trillion years to break, and is the industry standard. If you have any questions regarding our security policy, please contact our customer support centre <a href=”mailto:info@zanerobe.com”>info@zanerobe.com</a>