Shipping & Returns

43B Woongarra Street
Bundaberg Central, QLD 4670

Support: info@houseofzenn.com.au
Phone:(07) 4153 3984
International: +61 4 98 958 414

Operating hours: Monday – Friday, 9am – 5pm AEST

Orders are processed Monday – Friday (excluding public holidays) from 9am – 4pm AEST

Tracking advice will be sent to your email once your order has dispatched.

In some cases, we may need to contact you before your order can be shipped. To ensure there is no delay, please respond to any email/phone call from our Customer Care team.

DELIVERY COSTS

Australia standard delivery: $9.5 for all orders under $99 (2 – 4 days)
Australia express delivery: $14.95 for all orders under $99 (1 – 2 days)
New Zealand standard delivery: $19.95 (2 – 5 days)
International standard delivery: $35 (6 – 9 business days)

International and New Zealand delivery times may vary slightly based on location.

Please note the International delivery charge does not include any applicable importation charges, taxes and duties by customs in the country where the order is to be delivered. You are responsible for such taxes and duties.

FREE standard shipping on orders above $99 (Australia only!)

You can return any FULL PRICED item/s for a refund or exchange within 21 days of the purchase date providing the following conditions have been met:

• The items with the original receipt are returned within 21 days of purchase.
• Item(s) must be unworn, unwashed, or otherwise unused with all original tags/labels attached. Returns for swimwear will be accepted if the protective gusset and labelling have not been removed. Underwear, earrings and cosmetics cannot be returned or exchanged.
• Gift cards, sale, clearance and seconds items are not eligible for a refund or exchange if you change your mind.
• If you request a refund, the purchase price (excluding delivery charges for online) will be refunded to you using the original payment method, once we have received the returned item back and confirmed that it meets conditions above, so make sure you post it back to us in good time.
• You are responsible for any costs associated with returning the item to us including any currency conversion and/or local or international taxes but this is pretty rare.

You can ship the item/s for return back to us:

Make sure you include a copy of your order confirmation email along with information on what you wish our team to do with your return!

Please keep a copy of your receipt of proof of shipment for any returns back to House Of Zenn. We recommend using tracked postage to ensure your item arrives safe and sound.

EXCHANGES — ADDITIONAL INFORMATION

Provided the conditions in our refund & exchange policy have been met, you may exchange an item for something else from House Of Zenn. Exchanges are subject to stock availability. For online exchanges, please list alternative item(s) in case we have sold out of your first choice. Standard delivery charges apply on re-delivery for online exchanges, unless goods are exchanged in accordance with your statutory rights (eg. they are faulty or not as ordered).

FAULTY OR INCORRECT ITEMS

In the case of faulty or incorrect items are received, please contact our Support team via info@houseofzenn.com.au. Please include your order number, and any photos, relevant information regarding the issue so that we can fix this as soon as possible.

Once investigated, we will be able to provide you with information on how to return the item.

SALE OR PROMOTIONAL STOCK

All SALE items are final and cannot be returned, exchanged or refunded. Bundles purchased are considered as sale items.

In the case that faulty or incorrect sale/promotional items are received, please contact Support via info@houseofzenn.com.au.