FAQS

Frequently Asked Questions

Orders

How do I place an order?
Choose your item, select your size and colour, and add it to your cart. At checkout, enter your delivery details and payment information. You'll receive an order confirmation email as soon as your order is placed.

I didn't get an order confirmation email. What should I do?
Check your spam or junk folder first. If it's not there, email support@zelbourne.com with your name and the email address you used, and we'll confirm your order.

Can I change or cancel my order?
Yes, as long as it hasn't been dispatched. Email support@zelbourne.com with your order number as soon as possible. Once an order has shipped it can't be cancelled, but you can return it under our Refund & Returns Policy.

Can I change my delivery address after ordering?
If your order hasn't shipped yet, email us and we'll update it. Once dispatched, we can't redirect the parcel.

Shipping & Delivery

Where do you ship to?
We ship to Australia and the United States.

How much does shipping cost?
Standard shipping is free to Australia and the United States, with no minimum spend.

How long does processing take?
Orders are packed and dispatched within 1–2 business days. Weekend and public holiday orders are processed the next business day.

How long will delivery take?
After dispatch:

  • From our Altona warehouse: 3–5 business days in Australia, 6–12 business days in the US.
  • Direct from our manufacturing partner: 4–7 business days in Australia, 7–14 business days in the US.

Where does my order ship from?
Most orders ship from our warehouse in Altona, Victoria, Australia. If an item is out of stock there, we ship it directly from our manufacturing partner overseas so you're not left waiting. In that case your tracking number will come from an international carrier.

How do I track my order?
Visit our tracking page at zelbourne.com/apps/parcelpanel and enter your order number and email, or your tracking number. You'll also receive a tracking link by email as soon as your order ships.

My order hasn't arrived. What should I do?
Delivery times are estimates and can be longer during peak periods or customs checks. If your order hasn't arrived within 15 business days (Australia) or 20 business days (US) of dispatch, email us with your order number and we'll investigate and replace or refund it.

Will I pay customs duties?
No. All duties, import fees and taxes are included in our prices and prepaid by us, for both Australian and US orders. You'll never pay anything extra on delivery.

Returns & Exchanges

What is your return policy?
You have 30 days from delivery to return an item for a full refund or a free exchange. Items must be unworn and unused, in original condition, with all tags attached and in original packaging.

Are exchanges free?
Yes. Size and colour exchanges are free, and we cover postage both ways with a prepaid label.

Who pays return shipping?

  • Exchanges: free
  • Faulty, damaged or incorrect items: free
  • Change-of-mind refunds: return postage is at your cost. We recommend a tracked service.

How do I start a return or exchange?
Email support@zelbourne.com with your order number and let us know whether you'd like a refund or exchange. We'll reply within 24–48 hours with instructions.

How long do refunds take?
Refunds are processed within 5 business days of your return reaching us. Your bank may take a further 3–5 business days to show the funds. Refunds go back to your original payment method, in the currency you paid.

Is anything non-returnable?
Final sale items (clearly marked before purchase), intimates or swimwear with the hygiene seal or lining removed, and gift cards can't be returned.

My item arrived faulty, damaged or wrong. What do I do?
Email support@zelbourne.com, ideally within 7 days of delivery, with your order number and a photo of the issue. We'll arrange a full refund or replacement, whichever you prefer, and cover all postage. Contacting us after 7 days does not affect your rights under the Australian Consumer Law.

Sizing & Products

How do I find my size?
Check our Size Guide for AU and US clothing and shoe sizes, with measurements in cm and inches.

I'm between sizes. Which should I choose?
Pick the one you think fits best. If it isn't right, we'll exchange it for free.

Do the colours look the same as on screen?
We work to show colours as accurately as possible, but they may look slightly different depending on your screen settings.

Can you help me choose a size?
Yes. Email support@zelbourne.com with your measurements and the product you're looking at, and we'll recommend a size.

Payments & Pricing

What payment methods do you accept?
We accept the payment methods shown at checkout. All payments are processed securely, and we never store your full card details.

What currency are your prices in?
Australian customers see prices in Australian dollars (AUD), and US customers see prices in US dollars (USD). All prices include taxes and duties, and you're charged in the currency shown at checkout.

Will my bank charge me extra?
Not if your card is in the same currency you pay in. If your card is in a different currency, your bank may apply its own conversion or international transaction fee.

Is it safe to shop on your website?
Yes. Our store is powered by Shopify, and payments are processed by secure, PCI-compliant payment providers.

About Zelbourne

Who is Zelbourne?
Zelbourne is a men's and women's apparel brand inspired by Melbourne style, operated by Zelbourne LLC. We ship to customers across Australia and the United States.

How can I contact you?

We aim to respond to every enquiry within one business day.

What's your business address?

  • Warehouse (AU): Warehouse C/441-459 Kororoit Creek Rd, Altona VIC 3018, Australia
  • Registered office (US): 30 N Gould St, Ste 59971, Sheridan, WY 82801, United States