Returns

Returns Policy

We hope you love your new shoes! If you happen to change your mind, you can return your shoes to us under the following conditions:

Currently customers within Australia can return their purchase within 14 days of purchasing in-store or 14 days from delivery for online orders.

International customers can return their purchasewithin 28 days from delivery.

Whether you purchase in-store or online with ZOMP the same policy applies:

  • Full Priced Items can be returnedfor an Exchange, or Full Refund (excluding shipping costs).
  • Sale Or Discounted Itemscan be returned for an Exchange.

If you have any issues with returning your order please email our customer service team at customercare@zomp.com.au

Return Requirements

For your return to be accepted and processed please ensure that you havefilled in a return form and that the following requirements have been met:

  • The item has not been worn and is in a resalable condition. Always try your shoes on a carpeted surface to avoid damage to the shoes until you’re certain they’re the right fit for you!
  • The item has not been damaged whilst in the customer’s possession.
  • The customer has proof of purchase such as a receipt from a ZOMP store or an order confirmation email and order number from ZOMP Online.
  • The shoes are returned in their original box and packaging

Failure to comply with these requirements will cause your request to be rejected and online orders will be returned to you at your cost.

 

Domestic Customers: How To Return Your Online Order

For customers based within Australia, we are offeringa flat rate of $12.20 to return your orderthrough our Australia Post returns portal:https://return.auspost.com.au/ZOMP_SHOEZ.

Domestic Return Instructions:

Step 1. Click here todownload and print our returns form - this will go inside your return parcel. Once you havefilled out each field accurately, printyour return form out and place it inside your return parcel - this is so our returns team will have your paperwork on hand when they unpack your return. If you don’t have access to a printer, we recommend handwriting all the required return information on a piece of paper instead.

Step 2. Pack your item and return form into the original ZOMP branded shipping satchel. If you no longer have the ZOMP satchel please pack your return into any suitable shipping bag. Please try to pack your item in the way you received it to help ensure that it isn't damaged in transit.

Step 3. Once you have gone through the portal you will receive a shipping label in which you can download and print. If you don't have access to a printer, simply show your return label at the post office via a smart device and they will scan your code to pint out a shipping label on your behalf.

Visit our Australia Post Portal to lodge your return:https://return.auspost.com.au/ZOMP_SHOEZ

Step 4. Affix the label to your return parcel and drop it off at your nearest post office. We recommend lodging your parcel at the counter and opting for a receipt for proof of lodgement. You can find more about shipping your return back to us here:https://auspost.com.au/sending/returns

Please allow up to 5 business days to process your return once it has arrived at Zomp. Once your return has been processed we will be in contact via email.

Please note: We highly recommend using our Australia Post portal to get the shoes back to us. If this isn’t possible for you, you can use your own post method by sending the shoes to:

 

ZOMP ONLINE RETURNS & EXCHANGES

277 Flinders Lane

Melbourne, VIC,3000

Australia

 

Please ensure that you use a tracked service with signature on delivery when returning your order as ZOMP is not liable for any lost or stolen parcels.

 

International Customers: How To Return Your Online Order

For customers outside of Australia, the shipping cost of returning item(s) to our online returns office for an exchange, gift voucher or refund, is not covered or reimbursed by ZOMP. If you request an exchange you will be charged to cover the cost of shipping the exchanged item to you.

We strongly advise that you check with your local post office for estimated return costs prior to purchase. We understand that international return postage can be costly, so we do not expect express shipping on international returns that are sent back to us.

International Return Instructions:

Step 1. Click here todownload and print our returns form - this will go inside your return parcel. Once you havefilled out each field accurately, printyour return form out and place it inside your return parcel - this is so our returns team will have your paperwork on hand when they unpack your return. If you don’t have access to a printer, we recommend handwriting all the required return information on a piece of paper instead.

Step 2. Pack your item and return form into the original ZOMP branded shipping satchel. If you no longer have the ZOMP satchel please pack your return into any suitable shipping bag. Please try to pack your item in the way you received it to help ensure that it isn't damaged in transit.

Step 3. Post your parcel containing your item and return the form back to the following address:

 

ZOMP ONLINE RETURNS & EXCHANGES

277 Flinders Lane

Melbourne, VIC,3000

Australia

 

We suggest opting for a tracked service with signature on delivery when returning your order as ZOMP is not liable for any lost or stolen parcels.

We’ll be in touch once your return has been received!

 

Want To Return Or Exchange Your Online Order In-Store?

We accept online returns and exchanges in any of our ZOMP stores nationwide. All you need to return your item in-store is a copy of your order number which is provided in your order confirmation email. You can find our store locations here:www.zomp.com.au/pages/stores

 

Online In-Store Return Processing Time Frames

Refunds-Please allow 2-3 business days for the refund to be processed. Your refund will be credited directly back to the original form of payment used. An email confirmation will be sent once the refund has been processed. Refunds are issued for the cost of the item, excluding shipping costs and international bank fees.

Exchanges– You are more than welcome to exchange your online order in store. You can contact our customer care team to see if your closest ZOMP store has the item you are after.

If the item you want is of lesser value the remaining amount will be credited to you via a gift voucher. If the item you want is of higher value you can process the remaining amount using a credit card or Afterpay.

For exchanges that need to be processed by our online team, please allow 1-2 business days for the exchange to be processed. You will receive a confirmation email with your new tracking information attached.

If we are unable to process an exchange due to unavailable stock you will receive either a refund for full priced items or a gift voucher for returned sale items.

Gift Vouchers - Please allow 2-3 business days for the voucher to be issued. You will receive an email with the voucher attached. You are able to use your voucher both online and in-store and has an expiry of 3 years from the issue date. For more information about our gift vouchers clickhere!

 

Returning Faulty Items

ZOMP will repair, exchange, credit or refund if an item is deemed faulty or defective. Before an item can be deemed faulty it must be assessed in-store or online by ZOMP. If you would like to have your item assessed online pleasecontact our customer care team with sufficient photos of the fault and your online order number. If you don’t contact us immediately with photo evidence we can’t assure that the damage didn’t occur in your possession, and ZOMP will be unable to process your return.

If your item is deemed with a major fault, you are entitled to a replacement or refund. If the issue does not amount to a major fault ZOMP will have the item repaired for you. This Returns Policy corresponds with consumer’s rights under Australian Consumer Law.

Need some help? Send us an email atcustomercare@zomp.com.au