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Online Help

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, they know which styles best suit different body shapes and they get to know you and understand your style, your likes & dislikes.
There are no big warehouses with robots picking and packing stock.

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.
Ordering

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.

  • Simply phone or email us advising your request.  We will email you with our acknowledgment of your request. If you do not receive an email please contact us to ensure we received and accepted your request.
  • If the goods have already been dispatched, then the sale is deemed to be complete, but you can return the goods to us for a refund on the terms covered under Returns and Refunds below.


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.

  • The most common reasons for us cancelling an order is if the item is no longer available or there are errors in the pricing.
  • If your order is cancelled, any payment will be refunded (please see Returns and Refunds below).


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:

  • another customer (either online or instore) may has recently purchased the item.
  • an item might be on hold or on ‘appro’ for another customer.
  • there is an error on our stock or website system.

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.

  • If we discover the price you paid is to high (ie an item was purchased at full price but it should have been on sale), then we will issue a credit or refund for the differance.
  • If we discover an error in pricing or other information, we will inform you as soon as possible and give you the option of reconfirming your order with the corrections or cancelling it.  If we are unable to contact you we will treat the order as cancelled.
Currency, Taxes & Payments


Currency
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.

Taxes
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.

  • If your order is being sent within NZ, prices will be inclusive of NZ GST (15%).
  • If your order is being sent to Australia, prices will be inclusive of AUS GST (10%).
  • If your order is being sent to another country, your purchase will be NZ GST free.

Credit cards
We accept: 
  • VISA.
  • MASTERCARD.
  • GEM VISA.
  • Q-MASTERCARD (the older grey or silver Q-card is still accepted in-store, but unfortunately they no longer meet the security requirements for online transactions)

If you’re purchasing in store, we can also accept Amex.

Internet Payment
You can pay by Internet Banking in New Zealand and Australia.

  • Complete your online order by selecting the INTERNET BANKING payment option.
  • When we have your order ready to be dispatched, we will email you with our bank account number and the amount to be paid.
  • ‘If you are paying from Australia we will email our Australian BSB & account number, and the amount will be converted to AUD.
  • The payment is to be made within 2 days. If the payment is not received within 2 days, your order may be cancelled.
  • Your order will be dispatched on receipt of your payment.


Pay in-store
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.

Offers & Promotions

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:

  • Layby, Pay As You Wear or other payment plans.
  • Hold or Appro.

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.

  • If you have purchased in-store, the 14 Day Return is not available.
  • If a sale garment is faulty, it can be returned for repair, replacement or a refund at our choice.
  • Final Clearance styles purchased either in store or online are not able to be returned 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.

Delivery

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.

NEW ZEALAND

Your order will be dispatched via Courier Post.

  • Delivery to most towns and cities – 1-2 days from dispatch. (NZ$8).
  • Delivery to rural addresses will take a few extra days (3-5 days,  NZ$12).


AUSTRALIA

We deliver to Australia via either

  • DHL,  1-3 days (NZ$22)  or
  • NZ/AU Post, 3 to 10 days (also NZ$22).

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.

Click & Collect

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 you go to the Checkout, select Click & Collect as your delivery method.
  • You can select your Store and
  • You can choose to Pay In Store after you have and made a final decision.


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.

Easy Returns

We understand that not every purchase is exactly right, so we’ve made returns easy. Every garment (that's not in sale), whether purchased online or in-store comes with a 14 day right of return.

Sale styles
You may return a sale item for an exchange* or store credit* within 7 Days of purchase, or for online purchases we allow a bit extra to account for delivery time.

* The value of the exchange or credit is the marked sale price at the time of your return.  Your normal consumer rights apply.

Outlet styles  (final clearance)
Outlet Styles (which normally have 50% or more off) are not eligible for return, refund or credit. Please contact us if you need assistance with sizing or other details.  The purchase is final but your normal consumer rights apply.

If you change your mind or the fit isn’t right, we will be pleased to offer an exchange, credit or refund.  Garments need to be 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.

The value of the exchange, credit or refund is the lower of your purchase price or the marked price at the time of your return.  If a garment has been marked down or been put on sale, then there may be a loss in value.

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.

Refunds

We aim to process your refund or exchange within 48 hours of receiving your package.

Refunds are made to the same payment method and account or 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.

The value of the refund is the lower of your purchase price or the marked price at the time of your return.  If a garment has been marked down or been put on sale, then there may be a loss in value.

Faulty Items & Errors

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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Preview styles

Preview a selection of styles due for delivery this season.  You can add them to your wishlist or contact your store to register your interest.

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