Refund policy
Refund & Returns Policy
Try it. Love it. If it’s not right, we’ll make it right.
At Zelbourne we want you to love every piece you buy. If you’re not completely satisfied, returning or exchanging your item is simple. This policy applies to all orders in Australia, New Zealand and the United States.
Our 30-day promise
You have 30 days from the date your order is delivered to request a return for a full refund. Changed your mind, ordered the wrong size, or it just wasn’t what you expected — that’s fine.
How to return an item
- Email support@zelbourne.com with your order number.
- We’ll reply within 24–48 hours with your return instructions and a return address.
- Send your item back following those instructions.
- Once your return reaches us, we’ll process your refund within 5 business days.
No lengthy forms. No unnecessary questions.
Who pays for return postage
- Change of mind or wrong size — return postage is at your cost. We recommend a tracked service, as we can’t refund an item that doesn’t reach us.
- Faulty, damaged or incorrect items — we cover return postage in full. Send us your tracking number and shipping receipt and we’ll reimburse you, or we’ll issue a prepaid label.
- Exchanges — we cover the cost of sending your replacement item to you.
Exchanges
Need a different size or colour? Email support@zelbourne.com with your order number and we’ll send exchange instructions.
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
For hygiene and fairness, we cannot accept returns for:
- Final sale items, where clearly marked before purchase
- Intimates or swimwear with the hygiene seal or protective lining removed
- Gift cards
Faulty, damaged or incorrect items
If your item arrives damaged, faulty or incorrect, email support@zelbourne.com as soon as you can — ideally within 7 days of delivery — and include a photo of the issue. We’ll arrange a full refund or a replacement, whichever you prefer, and we’ll cover the postage.
Contacting us after 7 days does not affect your rights. Nothing in this policy limits or excludes your rights under the Australian Consumer Law, the New Zealand Consumer Guarantees Act, or any other consumer protection law that applies where you live. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage.
Refund processing
- 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 post the funds to your account.
- Refunds are issued to the original payment method, in the original currency.
- Original shipping charges are refunded only where the item was faulty, damaged or incorrect.
If you haven’t received your refund within 10 business days of our confirmation email, contact us and we’ll chase it up.
Questions
Email support@zelbourne.com. We aim to respond to every enquiry within one business day.