Returns

We understand that shopping online can be tricky. It's important to us that you are happy with your ZOE MOSS experience. If you are not satisfied with your item or it does not fit we will gladly provide a store credit (provided your returns request meets the following criteria).

WE DO NOT ACCEPT RETURNS ON SALES ITEMS.

ALL RETURNS MUST BE BACK IN OUR STORE WITHIN 14 DAYS OF RECEIVING YOUR ITEM

POSTAGE IS NOT REFUNDED/ADDED TO YOUR CREDIT. ALL POSTAGE COSTS NEED TO BE COVERED BY THE CUSTOMER.

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RETURNS REQUEST

1. You must email us with a valid reason for your return before we can approve your request. We will not accept a return unless your request has been approved. If we receive your product without approval of your refund request it will not be accepted.  We will provide address details of where to send your return.

2. Fill in the returns request form that we will provide you. 

3. Include your returns form with the item(s) you wish to return and package together in a trackable mailing satchel.

4. You will need to cover the return postage, please also ensure to send your order with an activated tracking number and have this information accessible.

Email: shop@zoemoss.com.au

ZOE MOSS reserves the right to deny a refund request based on customer's reasoning. 

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EXCHANGE

1. Should you wish to exchange the item please contact us first so we can approve your request. We will not accept an exchange unless your request has been approved. If we receive your product without approval of your exchange request it may not be accepted. We will provide address details of where to send your return.

2. Fill in the returns/exchange request form that we will provide you.

3. Include your returns/exchange form with the item(s) you wish to exchange and package together in a trackable mailing satchel.

4. You will need to cover the return postage, please also ensure to send your order with an activated tracking number and have this information accessible. We may give you additional postage instructions depending on your exchange request.

All exchanges must be received by ZOE MOSS within 14 days of receiving the item.

 

ZOE MOSS is not legally obligated to provide an exchange or credit note if you;

(1) change your mind about a product (this includes when you have found a cheaper product elsewhere, have bought a gift that is unsuitable, or your circumstances have changed and you no longer require the goods)

(2) knew, or should have known about a fault when the goods were bought

(3) are unable to prove from whom and when the item was purchased

(4) are responsible for damaging the goods by not following the care instructions, or misusing the product