Refund policy
We want you to wear it and love it. If something's not right, we'll sort it out — that's the deal.
Get it right the first time
Best way to skip a return: check the size guide on each product page before you order. Real measurements, in inches and centimetres. We've made it easy because we've been there.
30-day returns — change of mind
You've got 30 days from the day your order arrives to change your mind. To return something:
- It needs to be unworn, unwashed and with the original tags
- Keep the original packaging if you can
- Email us at returns@zenkoala.com.au with your order number and we'll talk you through the next steps
For change-of-mind returns, you cover the return shipping. Once we've received it and given it a quick look, we'll refund the cost of the item to your original payment method.
If it arrives damaged, wrong or faulty
This one's on us. You've got 30 days from delivery to let us know. Email returns@zenkoala.com.au with:
- Your order number
- A photo of the issue
We'll send you a free replacement — no need to ship the original back. We make everything to order, so we'd rather you keep it, gift it or pass it on than fight with the post.
What we can't take back
Personalised items (like our Classic Year Customised pieces with your year on them) can't be returned for change of mind. If yours arrives damaged or made wrong, we'll still sort it under the rule above.
Refunds
Once your return lands with us, we'll process the refund to your original payment method within a few business days. Your bank or card provider might take an extra day or two to show it on your end.
Your rights under Australian Consumer Law
Nothing in this policy affects your rights under Australian Consumer Law. You're entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.
Need a hand?
Email us at returns@zenkoala.com.au — we read every one. Usually reply within one business day.