Online Returns

ONLINE RETURNS

We hope you are pleased with your purchase. If for some reason a product does not meet your expectations, you may return full-priced items for a refund or store credit (minus shipping costs). To be eligible for a refund or store credit, full-priced items must:

  • be returned within 15 days of receiving your order
  • be in a new and unused/unworn condition
  • still include the original packaging and labels.
We reserve the right to refuse a return and a refund if the goods are deemed to have been used or damaged or if the original packaging has been damaged. We suggest you keep all packaging until you have made your final decision to purchase.

We do not refund on 'change of mind' purchases. Should the item be returned due to change of mind we will issue a store credit to the value of the purchase (minus shipping costs).

Return shipping costs will be incurred by the customer unless the garment is deemed faulty prior to return.

Refunds, store credit or exchanges eligibility is categorised as follows:
  • Full Priced Clothing - Refund, Store Credit or Exchange.
  • Discounted Clothing - Exchange for Size or Colour (If stock is available)
  • Shoes, Hats & Jewellery - No Returns Accepted (unless faulty)


DISCOUNTED ITEMS

Items purchased on sale or at discounted prices in-store and online are not eligible to be returned for a refund or store credit, unless deemed faulty.

We may be able to exchange for a different size depending on availability, please email hello@zoeclare.com.au for any questions regarding this before returning your item so see what is available. To qualify for an exchange, the returned item must meet the eligibility criteria outlined above.

If we can exchange, we will require you to post the original item to us with a prepaid postage bag included for us to send your replacement item to you.
Zoe Clare Leura
175 Leura Mall
Leura NSW 2780


STORE CREDIT FOR MULTIPLE SIZE ORDERS

We understand that finding the perfect fit can be challenging. If you’ve ordered two sizes of the same item, we’re happy to provide store credit for the size that doesn’t fit. Please note that refunds are not available for these returns. Store credit eligibility remains subject to the terms outlined above.


EXCHANGES

If you’d like to exchange an item for a different size of the same item, a shipping & handling fee of $15.00 AUD will apply, regardless of the item’s price. However, you can avoid this charge by including a self-addressed, prepaid postage envelope large enough to accommodate your replacement item. To qualify for an exchange, the returned item must meet the eligibility criteria outlined above.


RETURN PROCESS

  1. Please contact us at hello@zoeclare.com.au to discuss your return before sending the item back.
  2. Once approved to return, please send return items to:
    Zoe Clare
    175 Leura Mall
    Leura NSW 2780

Once products have been quality checked and approved, refunds are sent back to your original payment method. Refunds should show on your account in 7-10 working days.

Please note that all postage costs and import fees are non-refundable. We recommend using a tracked service, as we cannot be held responsible for any packages lost in transit. If the package received is damaged, we will contact you directly so you can take the appropriate action with your shipping company.


SHIPPING

All orders are packed and shipped from our store in Leura, NSW within 1-2 business days of the order being placed.

Shipping costs for Australian domestic orders is $15 standard, with a standard delivery time of 2-5 business days through Australia Post. Please allow more time during peak sale and holiday periods. We also opt for a 12-24 hour delivery service through a courier available throughout the Greater Sydney area.

For orders valued over $250, Zoe Clare offers free standard shipping Australia wide.

Our International shipping rate is $35 standard, with a standard delivery time of 2-5 business days.

If you select the 'Authority to leave in a safe place' at checkout, your order will be left in a safe place at the delivery address if there is no one there to sign for the delivery. When choosing this option, all risk and accountability for the delivery passes onto the customer following delivery. It is the customer's responsibility to provide the correct address for delivery.


LOST OR MISSING PARCELS

We cannot take responsibility for any parcels that have gone missing, been stolen, or been delivered incorrectly. Once the parcel has been received by the courier from us it is their responsibility and any further disputes must be settled with them.

 

EUROPEAN UNION 14 DAY COOLING OFF PERIOD

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.