We refer all online purchases to one of our stores which means your order is put together by our teams who know and understand the garments. They can offer advice and assistance on the fit of different labels and they know which styles best suit different body shapes. It’s a boutique approach – there are no big warehouses with robots picking and packing stock.
Our team get to know you and understand your style, your likes & dislikes. Whether you shop online or in-store, you will deal with the same Zebrano team and get the benefit of their knowledge.
Feel free to contact any of our stores to discuss your proposed purchase at any time. If you are not from NZ, you can contact us here by email or phone.
I’m having difficulty processing an online payment.
There can be any number of reasons why an online credit card payment wouldn’t complete. The easiest way to complete your order is to select INTERNET BANKING. We will process your order and you can then pay by internet banking or contact us to arrange an alternative payment method.
Did my payment go through?
If you are not sure if a payment has gone through – or if has gone through twice. Please contact us and our support team will investigate. Rest-assured, if there are any errors or duplicates, we will refund them – normally on the next business day.
I didn’t get an order confirmation. What should I do?
The most likely reasons for not getting an order confirmation is the email has been caught in a spam filter, or the order didn’t complete fully.
Either way – we recommend contacting us and we can confirm the status of your order. This will be done on the next business day.
Can I change my order or delivery address – or cancel my order?
YES – you may alter or cancel your order at any time prior to the goods being dispatched.
Can Zebrano cancel my order?
Yes – Our acceptance of your order and the completion of the sale is deemed to take place when we dispatch your goods and we can cancel your order any time prior to that.
Will the item I order be available?
We update our online product availability regularly and our stock system has a 99.5% accuracy. However on occasion items you order may be out of stock. This can occur if:
If this happens, we will contact you to discuss alternative options which could include waiting while we re-order the item, selecting an alternative colour or style or you may choose to cancel part or all of your order.
What happens if there is an error in pricing or other information?
While we try and ensure that all prices and other information on our website is accurate, errors may occur.
All prices are displayed in New Zealand dollars and payments are processed in NZ dollars.
For international transactions, your credit card company will convert the amount to your local currency using their exchange rates and they may include a transaction fee.
The tax included in the displayed price is based on your location. The final tax amount will be applied at the check out when your address is confirmed.
We accept VISA, MASTERCARD.
If you’re purchasing in store, we can also accept Amex.
You can pay by Internet Banking in New Zealand and Australia.
If you select Click & Collect, you can choose to Pay In Store after you have tried everything on and made a final decision. When paying in store your can use Visa, Mastercard, Amex or Eftpos.
An Item I recently purchased is now part of a promotion…
Promotions normally have a fixed start and/or finish time. We are sorry, but we are unable to apply promotions or sale prices to orders that were placed or completed prior to the promotion starting or after they finish.
How are discounts applied?
Discounts are always taken off the original/normal retail price.
How does price rounding work?
We often use price rounding to the nearest $1 for promotional or discounted prices. For example an item with a normal retail of $99 with 50% off, would become $50 (not $49.50).
Can I put a sale or promotional item on hold?
Not usually. Unless otherwise stated sale or promotional items cannot be placed on:
Can I return a sale item?
We think its fair that if you have purchased online, you have the chance to try it on and make sure it is perfect. So YES, you can return under our 14 Day Return policy.
Can I return an item purchased via free shipping?
Yes, however if the return means the original purchase would not have qualified for the Free Shipping Terms, then the normal shipping costs will be deducted from your refund.
Your order will be sent from one of our stores. If we need collate your order from multiple Zebrano stores, it may take a couple of days before your order is ready to be dispatched. If you need your items urgently please let us know and we can will advise you if we can meet your needs.
We deliver to New Zealand & Australia. For other countries please see below.
Your order will be dispatched via Courier Post.
We deliver to Australia via either
Delivery times are from date of dispatch to metropolitan areas.
DHL cannot deliver to PO Boxes.
REST OF THE WORLD
We ship to the USA & Rest of World via NZ Post (NZ$40 per package).
Depending on your country you may be required to pay import duties when the parcel arrives. Please check your countries import rules before ordering to avoid surprises and unexpected costs.
YES…you can Click & Collect and you can try the styles on before making payment in store – sometimes called click & reserve..
How it works
When will my items be ready?
We may need to assemble your order from multiple Zebrano stores. Once everything is ready at your selected store, we’ll send you an email – you can expect to hear from us within 48 hours.
If you choose to Pay In-store, your items will be held for a further 48 hours, after which they will become available for purchase by other customers.
We understand that not every purchase is exactly right, so we’ve made returns easy. Every garment whether purchased online or in-store comes with a 14 day right of return.
If you change your mind or the fit isn’t right, we will be pleased to offer an exchange or refund, provided the garments are returned to us in their original condition, unworn and unwashed, with all labels attached and intact. Please take care when trying on garments to avoid the transfer of perfume, deodorant or makeup which may void the right of return.
Shipping costs are not refundable (except where an item is faulty). If an item was sent as Free Shipping and the return means Free Shipping would not have applied, then shipping cost will be deducted from the refund.
EASY RETURNS from NEW ZEALAND
We will provide you with a return courier label in your package. Simply attach the label to your return and book a pickup. If you loose your label or have any other problems, just contact us for assistance.
NZ returns cost $8 which we deduct from your refund.
EASY RETURNS from AUSTRALIA
We will provide you the information you’ll need to arrange a DHL pickup. You will need to print the return label and customs declaration.
Australian returns cost $22 which we deduct from your refund.
We aim to process your refund or exchange within 48 hours of receiving your package.
Refunds are made to the credit card number that you used to make the original purchase. If you paid by internet banking, we will pay the refund to your bank account.
Courier charges are not refundable under our 14 Day Right of Return. However, if the garment is faulty or we have made an error, your courier costs will be refunded.
We will happily repair, exchange or refund faulty items within a reasonable time (in line with the terms of the Consumer Guarantees Act.)
Please contact us by phone or email to discuss the fault or error that has occurred.
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