Frequently Asked Questions (FAQ)
FAQ: Your Questions Answered
Here you’ll find answers to the most common questions our customers have. If you can’t find what you’re looking for, please feel free to reach out to our customer service team. Relevant policies are linked under each section for your convenience.
Ordering
How do I place an order?
To place an order, simply browse our products, select the item you wish to purchase, and add it to your cart. Once you're ready to checkout, click on your cart and enter your personal details, such as your name, email, and shipping address. After that, select your preferred payment method and enter any required details associated with that payment method. Finally, click "Place Order" to complete your purchase.
Can I change or cancel my order?
Orders can only be changed or canceled within 24 hours if they haven’t been shipped. After this period, please refer to our Returns & Refund Policy for returning unwanted items. Contact our support team for assistance with order changes.
Delivery
Where do you deliver, and which carrier do you use?
We deliver across Australia to customers' addresses. All deliveries within Australia are handled by Australia Post and StarTrack, our trusted shipping partners.
What is your order cut-off time?
Orders placed before 12:00 PM (AEST) Australian Eastern Standard Time on business days (Monday - Friday) are processed the same day. Orders placed after this time will be processed the following business day.
How long does delivery take?
Our estimated delivery time, including handling and transit, is 7-10 business days. Orders are typically dispatched within 1-2 business days, with a transit time of 6-8 business days.
How can I track my order?
Once your order is dispatched, you’ll receive a tracking link via email. You can also track your order on our website through our Track Your Order page.
For more details, refer to our Shipping Policy.
Payment
What payment methods do you accept?
We offer a variety of secure payment options for your convenience:
Accepted Payment Methods:
Shop Pay
Enjoy a fast and secure checkout with Shop Pay.
Credit & Debit Cards:
We accept the following major cards:
Visa
Mastercard
American Express
Maestro
Digital Wallets:
For quick and easy payments, you can also use:
Apple Pay
Google Pay
Is my payment information secure?
Yes, your payment information is securely processed. We use trusted payment methods that comply with the highest security standards, ensuring that your data is encrypted and protected throughout the transaction process.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy on all eligible items. Products must be unused, in their original packaging, and with all tags intact. If you wish to return an item for any reason, we’ll provide a prepaid return shipping label — at no cost to you. For more details, see our Returns & Refund Policy.
How do I initiate a return?
Simply contact us at Support@zoesydney.com with your order number and reason for return. Our team will send you a return authorization and a prepaid shipping label, along with instructions on how to send the item back.
How long does it take to receive a refund?
Once we’ve received and inspected your return, your refund will be processed within 7 business days. Refunds are issued to your original payment method. Please note that your bank or payment provider may take additional time to process the transaction.
What if I receive a faulty or incorrect item?
If you receive an item that is damaged, defective, or incorrect, please contact us right away with your order details and photos of the issue. We’ll resolve it promptly by offering a replacement or a full refund — including shipping.
Contacting Zella London
How do I contact customer support?
You can reach us via email at Support@zoesydney.com or by phone at +61283171378 during our business hours Monday to Friday between 9:00 am to 5:00 pm Australian Eastern Standard Time. Our support team is here to help with any inquiries within 1-2 business days.
Can I provide feedback or suggestions?
We welcome feedback! If you have suggestions or comments on how we can improve, please contact us at Support@zoesydney.com
For further assistance, visit our Contact Us page.
We hope this FAQ answers your questions. For any other inquiries, don’t hesitate to reach out to our support team. Thank you for choosing Zoe Sydney, and we look forward to serving you!