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.
What is your order cut-off time?
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Australia: Orders placed before 12:00 PM (AEST, GMT+10:00) Monday to Friday are processed the same day.
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New Zealand: Orders placed before 12:00 PM (NZST, GMT+12:00) Monday to Friday are processed the same day.
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United States: Orders placed before 12:00 PM (PST, GMT–8:00) Monday to Friday are processed the same day.
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Canada: Orders placed before 12:00 PM (EST, GMT–5:00) Monday to Friday are processed the same day.
- United Kingdom: Orders placed before 12:00 PM (GMT, GMT+0:00) Monday to Friday are processed the same day
Orders placed after the cut-off time will be processed the following business day.
How long does delivery take?
Estimated delivery times vary by region:
Australia, New Zealand & United Kingdom
• Orders are dispatched within 1–2 business days
• Transit time is typically 6–8 business days
• Estimated delivery: 7–10 business days
United States & Canada
• Orders are dispatched within 1–2 business days
• Transit time is typically 7–9 business days
• Estimated delivery: 8–11 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:
Credit & Debit Cards:
We accept the following major cards:
Visa
Mastercard
American Express
Maestro
Discover
Digital Wallets:
For quick and easy payments, you can also use:
Apple Pay
Google Pay
Afterpay / Clearpay
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 returns on eligible items within 30 days of receiving your order. Returned items must be unused, unworn, and in their original condition, including original packaging and tags. All returns are handled through our customer support team to ensure the correct process for each order. For full details, please refer to our Returns & Refund Policy.
How do I initiate a return?
To initiate a return, please contact us at Support@zoesydney.com with your order number and reason for return. Our team will review your request and provide the appropriate return instructions. Please do not send items back without contacting us first.
How long does it take to receive a refund?
Once a returned item has been received and reviewed, approved refunds are processed within 7 business days. Refunds are issued to the original payment method. Please note that processing times may vary depending on your bank or payment provider.
What if I receive a faulty or incorrect item?
If you receive an item that is damaged, defective, or incorrect, please contact us as soon as possible with your order details and photos of the issue. Our customer support team will assist you with the appropriate resolution, which may include a replacement or a refund.
Return address:
Address: Lane 1177, Jianlan Road, Meixu Street, Yinzhou District
City: Ningbo
Zip code: 315100
Province: Zhejiang
Country: China
Tel: +86 15314571683
Contacting Zoe Sydney
Contact Information:
If you have any questions about your order, returns, or general enquiries, our customer support team is happy to assist.
Customer Support
Email: support@zoesydney.com
Phone: +61 2 8317 1378
Contact: Contact Us
Customer service hours:
Monday to Friday: 6:00 PM – 02:00 AM CET
We aim to respond to all enquiries 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!