Refund policy

Refund & Returns Policy

Try it. Love it. If it's not right, we'll make it right.

Yes, we accept returns. This policy applies to every product in our store and to all orders shipped to Australia and the United States. The only exceptions are listed under "Items we can't accept" below.

Return Window
You have 30 days from the date your order is delivered to request a return. The delivery date is the date shown as delivered on your tracking. Within those 30 days you can choose a full refund or a free exchange, whether you've changed your mind, need a different size, or it just wasn't what you expected.

Return Conditions
To be eligible for a refund or exchange, items must be:

  • Unworn and unused
  • In their original condition
  • With all original tags attached
  • In their original packaging

Items We Can't Accept

  • Final sale items. Any item that is final sale will be clearly marked "Final Sale" on its product page and in the promotion before you buy.
  • Intimates or swimwear with the hygiene seal or protective lining removed
  • Gift cards

Every other item in our store can be returned under this policy.

No Restocking Fees
We never charge a restocking fee on any return or exchange.

How to Start a Return or Exchange
You can start a return in either of two ways:

Please include:

  1. Your order number
  2. The item(s) you're returning
  3. Whether you'd like a refund or an exchange (and the new size or colour, for exchanges)
  4. The reason for your return
  5. A photo of the issue, if the item is faulty, damaged or incorrect

What happens next:

  1. We'll reply within 24–48 hours with your return instructions and return address, or a prepaid label for exchanges.
  2. Send your item back following those instructions.
  3. Once your return reaches us, we'll send your exchange or process your refund within 5 business days.

No lengthy forms. No unnecessary questions.

Who Pays Return Shipping

  • Exchanges (size or colour): Free. We provide a prepaid return label and cover the cost of sending your replacement.
  • Faulty, damaged or incorrect items: Free. We cover return postage in full, with a prepaid label or reimbursement against your tracking number and receipt.
  • Change-of-mind refunds: Return postage is at your cost. We recommend a tracked service, as we can't refund an item that doesn't reach us.

Are Shipping Costs Refunded?
Standard shipping is free on all orders. If you paid for any shipping upgrade, it is refunded only if the item was faulty, damaged or incorrect. Return postage for change-of-mind returns is not refunded.

If Your Order Never Arrived
If your order hasn't arrived within 15 business days of dispatch (Australia and the United States), or your tracking shows it as lost, contact us by email or phone with your order number. We'll investigate with the carrier and, at your choice, send a free replacement or give you a full refund to your original payment method.

If Your Item Arrived Damaged
Contact us as soon as you can, ideally within 7 days of delivery, with your order number and a photo of the damage, including the packaging if it was damaged in transit. You can choose a full refund or a free replacement, and we cover all postage. You don't need to return a damaged item until we've provided a prepaid label.

If You Received the Wrong Item
Contact us with your order number and a photo of the item you received. We'll send the correct item free of charge, along with a prepaid label to return the wrong one. If the correct item is unavailable, we'll give you a full refund instead.

Contacting us after 7 days does not affect your rights. Nothing in this policy limits or excludes your rights under the Australian Consumer Law or any other consumer protection law that applies where you live. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.

Refund Timing & Method

  • Refunds are processed within 5 business days of your return reaching us.
  • Your bank or payment provider may take a further 3–5 business days to show the funds.
  • Refunds are always paid to your original payment method, in the currency you paid. We do not issue store credit in place of a refund.

If you haven't received your refund within 10 business days of our confirmation email, contact us and we'll follow it up.

Exchanges
Not sure between two sizes? Pick the one you think fits best. If it's not right, we'll exchange it for free and cover postage both ways. Exchanges follow the same steps as returns above.

Questions
Email support@zelbourne.com, or call +1 504 944 5873 (US) or +61 3 4709 6413 (AU). We aim to respond to every enquiry within one business day.

Zelbourne LLC
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