Home/Online information and terms
Online information and terms 2018-07-03T08:42:48+00:00

WE ARE HERE TO 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 and they know which styles best suit different body shapes.

It also means 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.

Ordering


Acceptance or cancellation of your order

Our acceptance of your order and the completion of the sale will take place when we dispatch your goods.

You may cancel your order at any time prior to the goods being dispatched.

  • Simply phone or email us advising your request to cancel.
  • 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 cancellation.
  • If the goods have already been dispatched, then the sale is deemed to be complete. You will need to return the goods to us for a refund on the terms covered under Returns and Refunds below.

We may cancel your order at any time prior to the goods being dispatched.  If your order is cancelled, any payment will be refunded (please see Returns and Refunds below).

Out of Stock

We update our sites product availability regularly, however on occasion:

  • another customer (either online or instore) may have recently purchased the item you have selected.
  • an item might be on hold or on ‘appro’ for another customer.
  • there may be an error on our stock 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 the remainder.

Errors

While we try and ensure that all prices and other information on our website is accurate, errors may occur. If we discover an error, 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.

Prices, Payments & Refunds


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 amount included in the displayed price is based on your delivery address setting.  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.

If you are purchasing from Australia and your purchase is more than $1000, you will be charged GST & FEES by Australian Customs.  Please click here for more information.

Payment

Pay by Credit Card

We accept Visa and Mastercard for online purchases.

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.

If for any reason your order is cancelled or less than the original payment a refund will be issued.

Internet Payments

We can accept payments via Internet Banking in New Zealand and Australia.

How Does it Work?

  • Complete your online order by selecting the Internet Banking payment option in the Shopping Cart.
  • New Zealand: When we have received your order and it is ready to be dispatched, we will email you with our NZ bank account number and the amount to be paid.
  • Australia:  When we have received your order and it is ready to be dispatched, We will email you with:
    –  our Australian bank BSB & account number.
    –  the $AUD amount to be paid (conversion using the rates applying at the time).
  • 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 wish to pick your items up from one of our stores, you can elect to Pay in Store, and use any of our in store payment options including Cash, Eftpos, Pay As You Wear or Layby. Also see Click & Collect

Refunds

All refunds are processed in NZ dollars.

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.

For international refunds, the amount showing as refunded in your local currency will depend upon the exchange rate and exchange fees charged by your credit card provider at the time the refund is processed.  Therefore the final amount you receive may be slightly more or less than your original payment.

promotions & Free Shipping


Promotions

Promotions such as discounts, free shipping, or vouchers are offered at our discretion and can be withdrawn at any time.  We are sorry, promotions can’t be applied to orders that were placed or completed prior to the promotion starting.

Sale & Discounted Styles

Unless otherwise stated the following apply :

  • Layby, Pay As You Wear or other payment plans cannot be used on sale/discounted styles.
  • Holds and Appro are not available on sale/discounted styles.
  • Sale/discounted styles purchased in store are not able to be returned under our 14 Day Return policy (this does not apply to faulty goods).
  • Sale/discounted styles purchased online can be returned under our 14 Day Return policy.
  • Final Clearance styles purchased either in store or online are not able to be returned under our 14 Day Return policy.

FREE Shipping

Free Shipping applies to our standard delivery methods.  You may still select a premium shipping method, but there will be a cost associated with this.

If Free Shipping was applied to an order and part or all of the order is returned negating the Free Shipping Terms, the normal shipping costs will be deducted from your refund.

Delivery Instructions


Please ensure that the address details are complete and accurate. If your order is being delivered to a business or building, please make sure you have provided all information for the package to be delivered to the correct location.

If you request your order to be delivered without a signature or left in an non secure location, then we will pass those instructions to the courier. Your order is insured until it has been delivered however special or non-standard delivery instructions may void a claim in the event of a missing or damaged package.

 

New Zealand


Courier delivery

We may need to assemble your order from multiple Zebrano locations. If so, it may take a few days before your order is ready to be dispatched.

Your order will be dispatched via Courier Post. Delivery is normally:

  • main centres: next day. ($8)
  • other towns or between Islands: 2 days. ($8)
  • rural delivery: between 2 to 3 days. ($12)

We can courier to PO Boxes within New Zealand.

Click & Collect

Click & Collect allows you to purchase items online and collect from your favourite Zebrano store.

How it Works
  • Select the items you like online and add them to your Shopping Cart.
  • Go to the Checkout and select “Click & Collect” for your delivery method.
  • Please select the Store you would like to collect from in the Delivery Screen when you Checkout.
  • Complete the checkout and payment process.  If you pay online by Visa or Mastercard and your order changes at time of collection, we will either refund or charge any variation.  If you choose Pay In Store, then you can pay at time of collection and choose any of our in-store payment options.
  • We’ll put it together.  We may need to assemble your order from multiple Zebrano locations.  Once it is ready at your selected store, we’ll send you an email – you can expect to hear from us within 48 hours.
  • While in store, you are welcome to try the items on and change your selection.
    No problem…. your payment will be for the items you have decided to keep.

 

Australia


It can take us a few days to collate your order as the items may be held in various Zebrano stores. Delivery times below are from date of dispatch.

Standard Shipping via NZ Post:

  • Delivery is normally 3 to 10 days after dispatch from Zebrano.
  • Delivery within Australia is via Australia Post and can be to a to PO Box.
  • Standard shipping is $18 per package.

Premium Shipping via DHL Express:

  • Delivery is normally 1 to 3 days after dispatch from Zebrano.
  • Delivery must be to a physical address as DHL cannot deliver to PO Boxes.
  • Premium shipping is $27.50 per package.

Rest of World


Zebrano ships internationally to the UK, Europe, USA and Canada. For delivery to other countries please contact us. We deliver world wide and we will provide you with a quote for the actual freight cost for your order.  The freight charge will vary depending on your location and the number of items that are sent.

  • Orders are dispatched via NZ Post (NZ$40)
  • Delivery is normally 3 to 15 days from date of dispatch.

Returns, Refunds & Exchanges


Returns

Every* garment whether purchased online or in store, comes with a 14 Days 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 Free Shipping was applied to an order but part or all of the order is returned thereby negating the Free Shipping Terms, then the normal shipping costs will be deducted from your refund.

* Styles sold as “Final Clearance” are not able to be returned.

 

Returns from New Zealand

Easy Returns ($8)
We’ll provide you with an Easy Return courier label in your package.  If you use Easy Returns, the courier cost of $8 will be deducted from your refund.  Simply attach the Easy Return Label to your package and drop it into a PostShop or to a Courier Post courier.  If you lose your label or have any other problems, just contact us for assistance.

Return it Yourself
You are also welcome to return your package using your own courier or by NZ Post.  Returns are to be sent to the Zebrano store that dispatched your order – the address details will be included with your order.  However, if you are not sure, please send your return to:

Zebrano
330 High Street
Lower Hutt, New Zealand

Responsibility for the return remains with you until it is delivered to Zebrano. This means any tracking or insurance claims for lost packages is between you and your courier service.

 

Returns from Australia

Easy Returns ($20)
We will provide you with a preprinted return address and customs declaration in your package.  Simply include this with your package and lodge at any Australia Post Box, Post Shop or Post Agent.  Easy Returns cost $20 which we deduct from your refund.

Return it Yourself
Return items via Australia Post at your cost.  We recommend using Standard or Economy Air.
You will need to complete a customs declaration which includes total value.  In all cases, total value must be declared as $250 or less.

Click here to calculate the postage cost.

Responsibility for the return remains with you until it is delivered to Zebrano. This means any tracking or insurance claims for lost packages is between you and Australia Post.

 

Refunds & Exchanges

We aim to process your refund or exchange within 48 hours of receiving your package.  Please refer to Payments & Refunds above.

Courier charges are not refundable under our 14 Day Right of Return. However, if the garment is faulty or we have made an error,  you may be eligible for a refund on the courier costs.

This return policy is in addition to any rights you have under the Consumer Guarantees Act. or Fair Trading Act.

Faulty Items


We will happily 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 that has occurred.

Tourist Shopping in NZ


If you are visiting New Zealand, and looking to make purchases while you are here, then the following may be of interest.

All purchases made while you are in NZ will have GST included.  New Zealand does not have a GST refund scheme that allows you to claim back the GST as you exit the country.  We also cannot send your purchase to the airport for collection on the international side of customs.

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