Refund policy

At ZOKKI BEE, we want to ensure that you are completely satisfied with your clothing purchase. If for any reason you are not happy with your order, we offer a straightforward returns policy to make your online shopping experience as convenient as possible.

Nothing in this policy is intended to limit your rights under the Australian Consumer Law. You may be entitled to a repair, replacement, refund or other remedy where your item does not meet the consumer guarantees (for example, if it is faulty, unsafe or not as described).

Returns Eligibility

• For change-of-mind or wrong-size returns, we accept returns on eligible items within 14 days of the purchase date (for in-store purchases) or delivery date (for online orders).
• The item(s) must be in their original, unworn, unwashed and undamaged condition with all original tags and labels attached.
• Items must be free from any stains, odours or alterations.
• All accessories and packaging must be returned in their original condition.
• Sale items, custom pieces and pre-orders are final sale and not eligible for change-of-mind or wrong-size returns.

Change of Mind / Wrong Size Returns

We understand that sometimes things do not work out. If you have changed your mind or purchased the wrong size, we are happy to offer store credit or a size exchange on eligible full-priced items.

• We accept returns for store credit or size exchange only (no refunds for change of mind or wrong size).
• Items must be returned within 14 days of purchase or delivery.
• Returned items must be unworn, unwashed and in original condition with all tags attached.
• A valid receipt or proof of purchase is required.
• All change-of-mind and wrong-size returns are subject to inspection and approval once received.

Exclusions

The following are not eligible for change-of-mind or wrong-size returns:

• Sale items
• Custom pieces and pre-orders
• Any items marked “final sale” at the time of purchase
• Items that are worn, washed, damaged, altered or missing tags
• Certain items (such as swimwear, intimates or earrings, if and when offered) for hygiene reasons

These exclusions do not limit your rights under the Australian Consumer Law if an item is faulty or not as described.

Store Credit

• Once a change-of-mind or wrong-size return is approved, you will receive store credit equal to the purchase price of the returned item(s), excluding any original shipping charges if applicable.
• If your original order qualified for free shipping, a shipping fee may be deducted from your store credit for change-of-mind or wrong-size returns to cover the original shipping cost we incurred.
• Store credit can be used in-store or online.
• Store credit does not expire.
• Where a replacement item is sent as part of an exchange, the cost of shipping for the replacement will either be deducted from your store credit or charged separately before dispatch (see “Return Shipping” and “Free shipping and exchanges” below).

Exchanges

We do not process automatic exchanges through checkout, but we can help you change sizes via our returns process.

If you would like a different size:

1. Contact us to initiate a return and confirm eligibility and stock availability.

2. Send the original item back in line with our returns eligibility and return shipping instructions.

3. Once your return is received and approved, you can either:
   • Use your store credit to place a new order for the correct size, or
   • Ask us to process the size change manually, in which case any price difference and the cost of shipping for the replacement will be confirmed with you before we dispatch.

All exchanges for change of mind or wrong size are subject to stock availability at the time we process your return.

Return Process

To initiate a return, please contact us here.

In your message, please include:

• Your full name
• Order number
• Item(s) you wish to return
• Reason for return (change of mind, wrong size or potential fault)

We will respond with instructions on how and where to send your return. Please do not send any items back without contacting us first, as we may not be able to process unapproved returns.

Return Shipping

• Customers are responsible for the cost of return shipping for change-of-mind or wrong-size returns.
• We recommend using a trackable and insured shipping method, as we are not responsible for items lost or missing in transit.

Free shipping and exchanges:

• We offer complimentary shipping on eligible initial orders within Australia. This free shipping applies to the first shipment of your order only.
• If your original order received free shipping and you return item(s) for change of mind or wrong size, a shipping fee will be deducted from your store credit to cover the original shipping cost.
• For exchanges or replacement shipments due to change of mind or wrong size, a shipping fee also applies. Because the original order was sent with complimentary shipping, we will deduct the cost of shipping for the replacement from your store credit or charge it separately before dispatching the new item.

If the return is due to a confirmed fault or error on our part (for example, a wrong item shipped or an item found to be faulty under the Australian Consumer Law), we will cover or reimburse reasonable return shipping costs and send any replacement to you at no additional shipping charge. In these cases, we do not deduct original or replacement shipping fees from your remedy.

Refunds

• Refunds are available where required under the Australian Consumer Law – for example, if an item has a major fault, is significantly different from its description, or we cannot reasonably repair or replace it.
• Approved refunds will be issued to the original payment method used for the purchase.
• Please allow up to 10 business days for your return to be processed after it is received at our facility, plus additional time for your bank or payment provider to finalise the transaction.

Damaged, Faulty or Incorrect Items

If you receive a damaged, faulty or incorrect item, please contact our Customer Service team as soon as possible (ideally within 7 days of receiving your order) so we can help.

Please provide:

• Your name and order number
• A description of the issue
• Clear photos of the item, tags and any damage

We will assess the issue in line with the Australian Consumer Law and will work with you on an appropriate remedy. This may include repair, replacement, store credit or a refund, as well as covering return shipping costs where applicable.

Any reference to contacting us within a particular timeframe is to help us resolve issues quickly. It does not limit the rights you may have under the Australian Consumer Law.

Contact Us

If you have any questions or need assistance with the return process, please contact us here here.

We value your business and are committed to providing you with a pleasant shopping experience. Thank you for choosing ZOKKI BEE.