Frequently Asked Questions (FAQ)

SHIPPING

  • Do you ship internationally?: Yes, we sell globally and produce most of times locally closer to our customers so we reduce waste and get faster delivery guaranteed.
  • What are the shipping costs and delivery times for international orders?: If your delivery country matches the location of one of our partner production locations, shipping will be considered domestic. Australia, the United States/Canada, and the majority of Europe are definitely considered domestic. The remaining orders are routed on a case-by-case basis, with priority given to production nearest to your country.
  • What payment methods do you accept for international orders?: We accept most payment options including most popular: Amex, GooglePay, ApplePay, Mastercard, Visa, Paypal, Klarna, and ZipPay are among the payment options accepted. All options are accessible at the time of checkout.
  • Are there any additional customs/import duties or taxes for international orders?: When we produce the item in one of our partners' production sites that matches your address country, no import duties are incurred. As a result, the shipment is considered domestic. This is calculated automatically when you enter your address at checkout as we calculate nearest production facility to your address and establish shipping cost for the order at checkout.
  • Do you offer tracking for international shipments?: Every shipment is tracked. We will send emails with updates from the time the order is placed until it is delivered, including the tracking number.
  • How can I track my order once it's been shipped?: You will receive email notifications when your order is received, production is completed, products are shipped, and items are delivered.
  • How long does it takes for my order to arrive?: Typically delivery takes between 7-10 days. This is because we make our clothes specifically for each order to avoid unnecessary waste. Finishing the production of an order takes up to three days after which they are shipped.

RETURNS

  • My order is faulty, what can i do?: If incorrect, damaged, or faulty pieces arrive we will send over new pieces 100% free of charge! This shipment will take our usual 7-10 days to arrive. Keep in mind that this only applies if you notify us within 30 days of your order's arrival and if you can share visual proof of the problem! Please email us at contact@zenkoala.com.au within 14 days after you received you order. We will do our absolute best to help!
  • Can I return or exchange items if I'm an international customer?: Yes, we have a 30-day return policy. We should mention that there may be rare conditions in which a return cannot be processed. Please email us at contact@zenkoala.com.au within 30 days after you received you order. We will do our absolute best to help!

PRODUCT

  • Is there a size guide available for your products? Do you follow international sizing standards?: Please refer to our sizing chart in the size selection section of any product page (T-Shirts, Long Sleeve, Sweatshirt, Hoodies). It will instruct you on how to take accurate measurements and will give table guides in inches and centimetres. Please be mindful that we only produce what you order. Therefore, strongly recommend check your size using the size guide which is available on each product page before you buy to avoid any inconvenient!
  • How do i take care of my product?: Pls follow care instruction guides below: Guide for: Apparel, Mugs, and Tote Bags.
  • Why does my apparel smell like vinegar upon arrival?: When you unpack our products upon arrival you might smell a vinegar like tone. No need to worry, this is the fixation agent which is used to help bind our eco-friendly ink to the fabric. The solution is simply to throw the garment in the wash and the smell will be gone (one wash should do the trick)!
  • What are the white and brown marks on my apparel?: When you unpack our products upon arrival you might see white or brown marks on the fabric. No need to worry, this is the fixation agent which is used to help bind our eco-friendly ink to the fabric. The solution is simply to throw the clothes in the wash and the marks will be gone (one wash should do the trick)!