Refund policy
30-Day Returns
At Zoe Sydney, we want you to feel confident when shopping with us. This policy is designed to comply with applicable consumer protection laws and outlines how returns and refunds are handled.
If something isn’t quite right with your order, our customer support team is here to assist you and guide you through the process.
Return Policy Overview
• Return window: You may request a return within 30 days of receiving your order.
• Item condition: Items must be unused, unworn, and returned in their original condition, including original packaging and tags.
• Support-led process: All returns are handled through our customer support team to ensure the correct and most efficient resolution for each order.
How to Initiate a Return
To initiate a return, customers must contact our customer support team before sending any items back.
Please email Support@zoesydney.com with your order number and reason for return. Our team will review your request and provide the appropriate return instructions based on your order.
Please do not send items back without first contacting us, as this may delay or affect the processing of your return.
Return Shipping
If an item is defective, damaged, or incorrect, we will assist you accordingly.
For other return requests, return arrangements and any applicable shipping considerations are handled on a case-by-case basis and will be clearly communicated by our customer support team during the return process.
Return instructions may vary depending on the product and fulfillment location.
Return address:
Returns & Fulfilment are handled through our international fulfilment partner.
Approved returns should be sent to the address provided by our customer support team.
Return address:
Lane 1177, Jianlan Road
Meixu Street, Yinzhou District
Ningbo, Zhejiang 315100, China
Tel: +86 153 1457 1683
Please note: Returns must be authorised by our customer support team before being sent.
Refunds
Once a returned item has been received and reviewed, approved refunds are issued to the original payment method.
Refunds are typically processed within 7 business days after approval.
In certain situations, partial refunds may apply. Any such cases will always be clearly communicated and agreed upon with the customer in advance.
Exchanges
If you need a different size, colour, or item, please contact our customer support team and we’ll be happy to assist with available options.
Non-Returnable Items
For hygiene and safety reasons, certain items may not be eligible for return. These products will be clearly identified as non-returnable on the relevant product page.
Need Help?
Visit our FAQs or contact us directly.
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.