refund policy

refunds & exchanges

at zoe kratzmann we want to ensure you love the items you purchase. if you have changed your mind we will happily exchange your item or refund your purchase provided that:

  • you return the item within 30 days from the date of delivery

  • the item is in its original saleable condition with all original packaging and tags and labels still attached. items must be unworn, unused and in perfect condition. Items that are returned otherwise may be rejected and returned to the customer.
  • please note that any items returned with makeup stains or similar will incur a dry cleaning or restocking fee. 
  • please note sale items are not eligible for a refund, but may be available for a store credit or exchange. we kindly ask customers check sale pages for the relevant returns information.
  • zoe kratzmann only covers the return postage for our australian tier 4 vip customers. all other customers are liable for their own return cost, which will be deducted from your final refund.
  • if you would like to return your order which you have purchased directly from one of our stockists, you will need to contact the stockist directly to process your return. If you do have any questions regarding this please reach out to our customer service team – customerservice@zoekratzmann.com or 075472 8309

please note, new customers are eligible for free returns on your first purchase. items purchased during a sale event, will not be eligible for the free return offer.

how to complete your return

to complete a return or exchange, we have a quick and simple online returns platform. you will need your order number and email address to start the return. simply click on the link below and follow the steps to either access a refund or an exchange. please click the relevant portal if you are located within or outside australia.

australian returns portal

international returns portal

if you have any issues using the platform, you are welcome to use our traditional printed returns form and download it here. 

please note, you will be presented with a prepaid return postage label, which will need to be printed either at home or at your local postal outlet. the postage label must be attached to the outside of your parcel. 

please note we do not accept liability for lost returns.


return address:
zoe kratzmann returns 
7 neumann court, kunda park, qld, 4556, australia
telephone: +617 5472 8309


refunds

if your return qualifies for a refund, you will be refunded the amount paid for the item/s once your return has been received. the refund will be credited back on your original payment method. please allow 5-10 business days for the return to be processed and appropriate remuneration issued. 

cancellations

if you have changed your mind and would like to cancel an order please contact our online customer service team at customerservice@zoekratzmann.com.au or call us on +617 5472 8309 as soon as possible. please note that orders which have already been dispatched cannot be cancelled.

afterpay purchases

if you have purchased using afterpay and your return qualifies for a refund you will be credited back through your afterpay account.