SHIPPING & RETURNS
All orders will be processed within 24 hours and dispatched the following working day, excluding weekends and public holidays.
Shipping is complimentary for all Australian orders over $150 AUD. For orders under $150 AUD there is a flat rate of $10 AUD shipping. Please allow approximately 2-5 business days from the date you place your order for your item to arrive.
Express Post is available via Australia Post (delivery approximately 1-2 business days after dispatch) at a $15 AUD flat rate within Australia.
All deliveries require a daytime delivery address and contact details. If you are not available, Australia Post will leave your parcel at the closest Australia Post Office. Unfortunately we do not offer an “Authority To Leave” option.
If you have any questions you would like to discuss with us before placing your order, please email us at email@example.com
For all International orders outside of Australia, shipping will be calculated at a flat rate of $30 AUD. The order will be sent via Australia Post Standard International (delivery timeframes are approximately 5-10 business days after dispatch).
PLEASE NOTE: Zia Lozen does not cover any additional duties, customs or taxes applied to orders. These additional costs are not calculated in the product costing, or shipping cost for any order and are at the receiver’s expense.
Duties charged are determined by the destination country. Because we have no control over these charges we are unable to advise what duties may apply. If you would like to query any duties charged, please contact the customs service in your country.
CHANGES TO YOUR ORDER
Please ensure your order and delivery details are correct when you make your purchase. We cannot guarantee that we will be able to modify any details relating to your order once it has been placed by you.
If you need to make any changes to your order, including the delivery address or sizing, please contact us as soon as possible after placing your order so we can try to modify your order.
If you have changed your mind and would like to cancel your order, please contact us as soon as possible. We are unable to cancel or change orders that have already been dispatched.
If you have any questions relating to your order or delivery, please email firstname.lastname@example.org
We pride ourselves on the quality of our garments so we want nothing less than for you to love your purchases and cherish them for many years. However, if for any reason, you are not happy with our products purchased online, we are happy to offer a refund or store credit on full priced purchases.
We will accept returns on full priced items upon presentation of the original receipt if they are unworn and unused in their original condition and are returned within 14 days of purchase. Any items received after 14 days will not be accepted (for domestic orders). International orders must show proof of return postage within 14 days of receiving your item.
To return an item and receive a refund the garment must:
• Be in its original condition, free of any/all marks, including make-up, deodorant and perfume. We recommend trying on your garment after showering to avoid any such marks.
• Have all original tags still attached.
• Be in a fully resalable condition and in the original packaging.
Any items that do not meet the above criteria/return policy process will not be accepted for return and void the return policy and will be returned at the customers expense.
HOW TO PROCESS A RETURN:
1. Email your return request to email@example.com stating ‘return’ in the subject line and quote your order number.
2. We will email you your Return Authorisation Number and a return slip (or alternatively please enclose a piece of paper with your Return Authorisation Number and Order Number written on it so we know who the return if for).
4. Repackage your item/s in their original packaging and enclose the Return Slip.
5. Post the parcel back to us at your local post office and keep the tracking receipt. Please note: Zia Lozen is not responsible for return shipping fees. We recommend using a registered and trackable method of return shipment and we do not accept liability for lost returns.
6. Once we receive your return, please allow up to 3 - 5 business days for your return to be processed. Once the refund has been processed, depending on your payment method or card issuer, it can take up to 10 business days for the funds to show in your account.
PLEASE NOTE: Garments that are returned with signs of being worn (including make-up, deodorant or perfume stains), damaged or delivered back to us outside the 14-day return period will be sent back to the original address at the customers expense.
We sincerely apologise for any inconvenience caused by receiving a faulty garment. If your item is faulty please contact us at firstname.lastname@example.org to notify us of any issue and we will work with you to resolve it as soon as possible.
Exchanges are subject to availability and can be made for items of the same value of your original purchase. Any change of mind exchanges must be returned at the senders cost.
ZIA LOZEN has made every effort to correctly display the colours of our products on our eBoutique. However, due to the fact that we use flash photography, as well as the inevitable variances between computer monitors, we cannot guarantee that your device will display a colour which is completely accurate.