Delivery and Returns

DUTIES & TAXES (DDP SHIPPING)

Duties & Taxes Included (no hidden surprises).

We ship on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are paid at the time of purchase and there will be no surprises or hidden fees when your order arrives at your destination. Note any duties and taxes we pay to clear your delivery are non-refundable, where you return your item. However, you may be able to recover these by contacting your local customs bureau or by hiring a customs broker.

RETURNS AUTHORISATION NUMBER (RAN)

We would love you to love your Zenniam purchase, so if something is not as quite as you had hoped, we are happy to offer a full refund or exchange within 14 days of your order. Please contact Zenniam customer services at hello@zenniam.com in order to request your RAN (Returns Authorisation Number). You have 7 day “peace of mind period” to request a RAN (Returns Authorisation Number) and a further 7 days to send the goods back.  

CANCELLATION AND RETURNS OF PRE-ORDERS

If you would like to cancel a pre-order item, we would require written confirmation within 48 hours of purchase. Cancelling pre-order items after this period or returning pre-order items would mean a 30% deposit is held.

CANCELLATION AND RETURNS OF SALE ITEMS

Please note that all sale and discounted items are final sale and therefore not eligible for exchange or return.  

FOR ALL RETURNS

Once the return has been approved, write the RAN (Returns Authorisation Number) on the box. All returns shipments are the customer’s responsibility to arrange and pay for. We recommend you to use an insured and recorded delivery service. Please retain all receipts for proof of postage and tracking, as the parcel remains within your responsibility until it reaches Zenniam in AUS. All International taxes and duties charges will not be covered by Zenniam. As soon as your package has been received a member of Zenniam customer services will get in touch. Please Note: All Sale items that are purchased from Zenniam are final. We do not offer refunds or exchanges on Sale items.  The returns address for all AUS and International returns is as follows:

ZENNIAM

1/40 Chute St Mordialloc, VIC 3195 Australia

If you have any questions please contact Zenniam at hello@zenniam.com

FOR EXCHANGES

All customers are responsible for the payment of returning items to Zenniam. A shipping charge for your country zone will be applied for the re-delivery of an exchanged item.

Please note the following:

1. Items must be returned unworn and in sellable condition. Goods tags or films have been removed will not be accepted. Goods that have been damaged or not in its original packaging may not be accepted and may be returned to the sender.

2. We recommend all returns are sent using an insured and recorded delivery service which can be tracked and scanned.

3. Zenniam does not accept any liabilities for goods which have been damaged or lost upon transit.

4. A returned package without a RAN (Returns Authorisation Number) clearly written on the box will not be accepted and will be returned to the sender.

5. Returns outside the stated time frame (“the peace of mind period”) will only be accepted with the discretion of Zenniam.

6. Returns will only be made to the original card used for purchasing the goods. Delivery charges will not be refunded.

7. Any additional Gift wrapping charges will not be refunded.

8. Zenniam does not accept liability for the length of time for particular banks to process refunds. The maximum time stated is no longer than 30 days.

9. Customs duties and clearance charge are non-refundable. You may be able to recover those costs by contacting your local customs office directly. Please note that this may not be available in all countries.  

FAULTY GOODS

Faulty goods are being classified as faulty if they have been received damaged, or a manufacturing fault has occurred within 3 months after purchasing. Anything outside of this time frame will be at our discretion. Please note that damage that has been caused by “wear & tear” is not considered as faulty product. If possible all faulty items will be replaced with the originally purchased item. If this is not possible a full refund will be made. Please contact Zenniam customer services at hello@zenniam.com for further information. Before each parcel leaves, it is fully checked by Zenniam customer services. If you receive an item which is damaged please contact us immediately. If you fail to do so within 14 days, we reserve the right to refuse liability to accept the product as damaged in transit.