RETURNS & EXCHANGES

RETURNS & EXCHANGES

WHEN CAN I RETURN MERCHANDISE?

If you’re not happy with a product you can return merchandise purchased online at any time within 10 business days of receipt for a store credit. Credit is valid for 12 months after date approved and you will be able to use it to purchase something else either online or instore. 

Any Store Credit issued for change of mind items will be less any shipping costs incurred by ZUBU.

PLEASE NOTE - Returns MUST be received within 10 days or the item will be returned to you. We will not process a return if we receive the goods outside of this timeframe. (The reason for this is that we turnover product so quickly that if a longer time-frame than this it is difficult to resell the item when all other sizes have sold out).

Items believed to be falsely advertised, faulty or damaged in transit can be returned for a full refund.

Unfortunately we cannot accept returns for sale/discounted items.

WHERE CAN I RETURN MERCHANDISE?

Please post return or exchange items back to:

ZUBU Returns

83 Commercial Road

Helensville

Auckland, 0800

Customers can also return items at our Helensville ZUBU store (address above) for store credit.

*** Inside the parcel please include a note to say that you are returning the item for a credit and please also include your original order number. We will contact you with a code for you to use on the website to use your credit. This code will be valid for one year.

CONDITION OF EXCHANGED MERCHANDISE

We will happily provide a store credit for full price merchandise that has been purchased online and returned to us in its unworn and original condition with labels and swing tags intact.

FAULTY OR DAMAGED MERCHANDISE

We want you to be completely happy with your online purchases, if you are not happy with the merchandise that you have received because you believe it is not what you ordered, was falsely advertised, is faulty or was damaged in transit, it can be returned for a full refund. Please let us know in writing, quoting your customer order number.

CREDIT CARD REFUNDS

If you return merchandise to our ZUBU store, please ensure that you bring the credit card used for the original payment, this allows us to process your refund efficiently.

If you post the returned merchandise to the ZUBU Shop, refunds are securely processed back into the credit card used for the original payment.

RETURN POSTAGE AND HANDLING COSTS

You are responsible for payment of delivery charges incurred in returning merchandise to us, including faulty and damaged merchandise.

We will not refund any incurred postage costs on change of mind items.

We recommend that you return merchandise either in person at our ZUBU store, or by posting the merchandise back to ZUBU by registered post or courier to ensure it is received. We are not responsible for merchandise that is lost in transit.

All merchandise returned to us must be packaged appropriately.

If you wish to exchange merchandise purchased online additional postage costs may occur.

QUERIES

If you have any queries about this Return & Exchange Policy or would like to discuss the return or exchange of an item, please do not hesitate to contact our customer service team via email at [email protected] or via phone on 09 553 1131.