Returns, Refunds & Exchanges
To return your product please email hello@zilba.au and let us know if you want an exchange (Australian Orders Only) or refund.
Returns + Exchanges
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original undamaged packaging.
Christmas Gift Return or Exchange
If you purchase a gift more than 30 days before Christmas, you may return or exchange full price gifts up to the 14th January of the consecutive year.
Conditions apply:
• Must have receipt
• Original Packaging
• Must be as new and unworn
• Does Not apply to clearance items
• All other conditions below apply
Australian Orders Exchange Policy
If you would like to exchange your shoes for a different pair (Style/Colour or Size). We offer 1 free exchange with your order for items valued $100 & over only.
Sale items, Items Valued under $100 And ALL New Zealand Orders
Only full priced items and items valued $100 and over may be exchanged, unfortunately sale items, Items valued under $100 and ALL New Zealand orders cannot be exchanged. We only offer a refund on these items. If you want a different size or style you need to place a new order.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@zilba.au.
Shipping
To return your product, you should mail your product to:
Att: Return Order (Insert order number)
Shop 3/84 Bulcock Street
Caloundra QLD 4551
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.