Frequently Asked Questions (FAQ)

A few things people often ask. If yours isn't here, email us at contact@zenkoala.com.au — we're always happy to help.

Shipping

  • Do you ship internationally? Yes — we ship worldwide. Most orders are made close to you, at the partner studio nearest your address, so there's less waste and a faster trip to your door.
  • What are the shipping costs and delivery times? Shipping is worked out at checkout, based on the production studio closest to you. If your country matches one of our partner studios — Australia, the United States and Canada, and most of Europe all do — your order is treated as domestic. Other orders are routed to the nearest available studio. Give it around 6–12 business days from order to doorstep.
  • What payment methods do you accept? Most of the popular ones — Amex, Google Pay, Apple Pay, Mastercard, Visa, PayPal, Klarna and ZipPay. They're all there at checkout.
  • Will I pay customs or import duties? When your order is made at a partner studio in your own country, it's treated as a domestic shipment and no import duties apply. We sort this automatically when you enter your address at checkout.
  • Can I track my order? Always. We'll email you at each step — order received, made, shipped and delivered — with your tracking number.
  • How long until my order arrives? Usually 6–12 business days. Because we make each piece just for you, with no stock sitting in a warehouse, production takes 1–4 business days and then it's on its way.

Returns & faulty orders

  • My order arrived faulty or wrong — what now? We'll sort it. If anything turns up incorrect, damaged or faulty, we'll send a replacement free of charge (it'll take the usual 6–12 business days) — no need to send the original back. Just email us at returns@zenkoala.com.au within 30 days of delivery with a quick photo of the problem, and we'll take care of the rest.
  • Can I return or exchange — including international orders? Yes — we have a 30-day return policy, wherever you are. For a change of mind, items need to be unworn, unwashed and with their tags, and return postage is on you. Email us at returns@zenkoala.com.au within 30 days of delivery and we'll talk you through it. Personalised pieces, like the Classic Year tees, can't be returned for change of mind.

Products & care

  • Is there a size guide? Yes, and it's worth a quick look — since every piece is made to order, getting the size right first time saves a swap. You'll find a size chart on every product page, with measurements in centimetres and inches: T-shirts, long sleeve, sweatshirts and hoodies.
  • How do I look after my piece? Follow the care guide for what you've got: apparel, mugs and tote bags.
  • Why does my apparel smell a little like vinegar? No need to worry — that's the fixation agent that binds our eco-friendly ink to the fabric. One wash and it's gone.
  • What are the white or brown marks on my apparel? Same story — it's the fixation agent from printing, not a stain. One wash and the marks come straight out.