Returns at Zodee
Please ensure you have read our Returns Policy towards the bottom of this page before returning goods to Zodee. Whilst most items are accepted, there are a few items that can't be returned (unless faulty) such as items marked as FINAL SALE. "Final Sale" products are heavily discounted clearance products and will be clearly labelled on the product page, shopping cart and in order confirmation emails.
There are two ways you can return your goods to us. No matter how you return your goods, please include a copy of your order confirmation or your Zodee packing slip with your returned goods so that we can identify your return once it arrives back to us. You should be able to re-use the satchel or box that your Zodee order arrived in to pack your return goods back up in.
If you have a Zodee website account, you can log in and go to My Orders and follow the steps to create your return request for a smother experience. If you don't have an account or you did a guest checkout for your order, you can skip forward to the instructions below.
OPTION 1: Use the Easy Online Returns Portal & Print Out A Label
IMPORTANT: This option is available only for returns from within Australia. For international returns, see Option 2 below.
This is a returns service provided by Australia Post. It will provide a label that you can print out and attach to your return. The cost will be displayed on the screen. This service is only available from within Australia.
Simply fill in the form and fields where required, complete your payment to Australia Post and then you will be able to print out a returns label.
OPTION 2: Use Your Own Post Method
If you don't have a printer, live outside of Australia, or want to use your own alternative method, just send your return to the following address:
PO Box 592
FORTITUDE VALLEY QLD 4006
Please ensure you send your goods back to us securely. We generally recommend using Australia Post satchels as you will get a tracking number. Keep a record of your tracking number and mail your goods back to us.
THINGS TO NOTE
All items must be returned in brand new condition, unworn, unwashed and with tags as per our terms and conditions below. Failure to return goods in brand new saleable condition may result in your return being rejected.
Once we receive your returned goods, we'll process them and notify you by email. We can also arrange a store credit instead of a refund if that would be more convenient for you - simply let us know if you would prefer this.
Please note that the complete processing of returns can take up to 10 days from when we receive them although it is usually much faster.
If you have any further questions, just let us know by contacting us.
OUR 100 DAY EASY RETURNS POLICY
Zodee is pleased to offer a satisfaction guarantee for all items purchased from us, excluding items specifically marked as "FINAL SALE". Providing goods are returned to us in their original condition and packaging, unworn, unwashed and with labels intact, we offer a 100 day returns policy (from the original date of despatch). This applies only to goods purchased on the Zodee.com.au website and not to any goods purchased from us on other platforms such as eBay. They will have their own return periods that apply.
To make sure you receive what you want more efficiently, we no longer offer traditional exchanges. The simple fact is you will get the right size and/or colour faster if you simply place another order rather than exchanging. In certain circumstances, we may be able to arrange an exchange directly for you, just get in touch with us if you require this.
- There are some exclusions and items not accepted - please see below.
- You may choose a money refund or a store credit refund - it's up to you.
- Refunds will only be made by the original payment method, and in the case of credit cards only back to the original card. Please note depending on the payment method, refunds may take up to 14 days, though is typically much less.
- We do not refund any shipping costs paid on your order.
- We do not pay any costs involved for you to send goods back to us unless there has been a fault or shipping error on our part.
ITEMS NOT ACCEPTED
For any 'change of mind' or wrong size returns, we are unable to accept returns on:
- Products that are specifically marked as "FINAL SALE" cannot be returned.
- Products that have had tags removed, have been worn, smell of tobacco smoke or washed
- Hosiery products (except in their original unopened packaging).
- Face Masks
- Surgical / Medical products (eg Carefix bras)
- Consumable products such as anti-static sprays
- Garments where the packaging has been damaged (hangers/bags excluded) such as boxes, such that it would render the product unsaleable.
- For hygiene reasons, please ensure that all briefs/thongs/swimwear bottoms etc are tried on over your own underwear.
FREQUENTLY ASKED QUESTIONS
CAN I RETURN SALE ITEMS?
Yes, you can return discounted and sale items unless the product is specifically marked as "FINAL SALE" or "NOT RETURNABLE". These products are heavily discounted or unable to be returned due to health and hygiene reasons. This will always be clearly displayed to you whilst shopping on Zodee on the product page and at the shopping cart. You will also see Final Sale items clearly labelled in your order confirmation email. These items cannot be returned (subject to the Australian Consumer Law).
CAN YOU REFUND MY DELIVERY COSTS OR THE COSTS OF RETURNING ITEMS?
No, delivery costs cannot be refunded under any circumstances. We will pay for shipping costs in the event an item is deemed faulty or has some other problem caused by us. In the event that you use a free returns service that is charged to us without authorisation, we may deduct the amount from your refund.
CAN I EXCHANGE MY ZODEE STORE CREDIT FOR CASH/REFUND?
No. Store credits can not be converted to cash or other money refund. If you paid using a store credit, we'll refund back to the store credit.
WHY HAVEN’T I BEEN REFUNDED YET?
This commonly happens with overseas orders and usually means we have not receive your return yet. Once we receive your return you will be sent an email confirming receipt of your return. You will be refunded within 7 days of us receiving your return parcel, though typically less. Store credits are processed much quicker.
HOW DO I USE MY STORE CREDIT?
At the point of checkout when you need to enter your payment information (either Credit Card, Paypal etc) you can select to use your store credit here and the money will be deducted from your Zodee account.
CAN I BE REFUNDED TO A DIFFERENT PAYMENT METHOD? I.E. PAID BY PAYPAL BUT WOULD LIKE TO BE REFUNDED TO A CREDIT CARD.
Unfortunately we are unable to do this. All refunds will be refunded to the original payment method details. Please see Important Notes above for more information.
CAN MY PAYPAL PAYMENT BE RETURNED TO MY BANK ACCOUNT/CREDIT CARD?
We can only refund to your PayPal account, we have no control over where it goes from there. If you need to move back to your bank account or credit card, then you need to do that from within your PayPal account
WARRANTIES & GUARANTEES:
Our Returns Policy does not override or limit consumer guarantees and consumers may be entitled to a repair, replacement or refund under certain circumstances. Under Australian Consumer Law, you are entitled to remedies if an item purchased has a fault or is significantly different from the description. We will issue a refund or replacement upon return and inspection of the goods where required. Depending on the length of time, we may involve the manufacturer in this process.