Difficulty processing a payment
There can be any number of reasons why an online credit card payment doesn’t complete.  The easiest way to complete your order is to select Internet Banking.  We will get your order ready to send and then contact you for payment.  This could be internet banking or we can send you a Payment Link for you to pay by credit card.

Not sure if your payment went 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.

You didn't receive an order confirmation
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 at our end.

Either way – we recommend contacting us and we can confirm the status of your order.  This will be done on the next business day.

You may cancel or change your order
You may cancel or change 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.

Zebrano can cancel an order
Our acceptance and 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 canceling an order are 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).

A style can no longer be supplied
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) has recently purchased the item.

• an item is on hold 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.

Errors in pricing or other incorrect 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 difference.

• 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 canceling it.  If we are unable to contact you we will treat the order as cancelled.

We understand that not every purchase is exactly right, so we’ve made returns easy. 

• Every garment (excluding sale items) may be returned within 14 days* for an exchange, store credit, or refund.
• Sale items may be returned within 7 Days* for an exchange or store credit.

* The return time is from when you receive your item to when it is lodged with DHL or AusPost for return.

CHOOSE FROM AUSPOST OR DHL RETURNS

DHL - 3 to 5 days ($25).  It costs a little more but is convenient and faster. Your package will be picked up from your location, and your exchange or refund will be processed quickly.

AusPost - 14 to 21 days ($15).  It's lower cost, but it will be longer before we can process your exchange or refund.  AusPost returns are only available if we sent your original parcel via AusPost.

FREE EXCHANGE
Your AusPost or DHL Return includes 1x FREE EXCHANGE*.

*Applies to 1 x exchange per sale over $150.

For sales under $150 or multiple exchanges from one sale, normal shipping costs apply.

REFUNDS
Refunds are processed within two days of us receiving your return.

• Your refund will be issued using the same credit card number you used to make the original purchase.
• If you paid via Internet Banking, we will refund your bank account.

STORE CREDIT
Store Credits are processed within two days of us receiving your return.

• Credits are valid for three years.
• You can use it on any purchase, including sale items and gift vouchers.
• Credits cannot be "cashed up" - paid to a credit card or bank account.
  
  

To use your credit note, simply enter your Credit Note Number in the 'Have a gift card' section in the Checkout.

Can't find your Credit Note number or need help using your Credit?  No Problem - contact us or simply complete your order using Internet Banking (no up-front payment is required).  Add a note including your voucher number, and we'll get it sorted.

RETURN CONDITIONS:

• 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.
• Shipping costs are not refundable (except where an item is faulty). 
• If an item was sent with Free Shipping and the return of the item means the original Free Shipping conditions would not apply, the shipping cost will be deducted from the refund.
• Your normal consumer rights apply - if the garment is faulty or we have made an error, we will cover the normal shipping costs, and depending on the issue, we may repair, replace or refund the item.

CURRENCY
All prices are displayed in Australian dollars (including GST), and payments are processed in AU 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
Tax is based on your location, as detected by our website. The final tax amount will be applied when your delivery address is confirmed at the checkout. 

• If your order is being delivered to Australia, prices will be inclusive of Australian GST (10%).
• If your order is being delivered to another country, your purchase will be GST free.

CREDIT CARDS
We accept: 

• VISA
• Mastercard
• Apple Pay
• Google Pay

INTERNET PAYMENT
You can pay by Internet Banking to our Australian bank account.

• Complete your online order by selecting the payment option Internet Banking.
• When your order is ready to be dispatched, we will email you our bank account number and the amount to be paid.
• Your order will be dispatched on receipt of your payment.
• Your order may be cancelled if the payment is not received within two days.

ADVERTISED DISCOUNT
Unless otherwise stated, advertised discounts (i.e. 50% off) are shown as discounts off the regular retail price.

PRICE ROUNDING
We often use price rounding to the nearest $1 for promotional or discounted prices.  For example, an item with a regular retail of $99 with 50% off would become $50 (not $49.50).

RECENTLY PURCHASED ITEMS THAT ARE NOW PART OF A PROMOTION.
Promotions usually have a fixed start and finish time.  We are sorry, but we cannot apply promotions or sale prices to orders that are placed or completed before the promotion started or after they finished.

RETURNING SALE ITEMS
Sale styles can be returned within 7 days for an exchange or store credit.  

Final Clearance or Outlet styles cannot be returned.

All returns need to comply with our return conditions.  

RETURNING AN ITEM THAT WAS PURCHASED WITH FREE SHIPPING.
Items sent with free shipping can be returned.  However, if the return means the original purchase would not qualify for the Free Shipping Terms, the normal shipping costs will be deducted from your refund.

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.