Returns/Exchanges | Zoe Moss

Return Online

Returns are easy with our Online Returns Portal.

Simply enter your order number and the email address used to place your order, then follow the prompts to submit your return.

Please note:

  • Our returns address is for online purchases only.

ZOE MOSS
26 TENNYSON STREET
WILLIAMSTOWN NORTH VIC 3016

  • The cost of return postage will be deducted from your refund.

To be eligible for a refund, returned items must meet the following conditions:

  • Items must be returned in their original, undamaged condition.
  • Items must be unworn, unwashed and unused, with all original tags still attached.

Return Policy

  • Sale and markdown items are final sale and cannot be returned for a refund, exchange or credit note, unless required under Australian Consumer Law. Markdown items can be identified by the original price shown with a strikethrough alongside the reduced sale price.
  • We accept change-of-mind returns within 14 days for Australian orders and within 21 days for international orders. These timeframes include weekends.
  • Customers are responsible for all return postage and shipping costs, unless the item has been assessed and confirmed as faulty by our Customer Service team.
  • If you believe you have received a faulty item, please submit your request through our online returns portal or contact our Customer Service team at shop@zoemoss.com.au.
  • We are unable to accept responsibility for return parcels that are lost or damaged in transit. We strongly recommend using a registered or trackable postal service when sending your return.
  • Once your return has been received, inspected and approved, we will refund the purchase price of the eligible returned item(s), less any applicable shipping or return postage costs.
  • Refunds will be processed back to the original payment method wherever possible.

Online Returns

  • To start a return, please submit your request through our Online Returns Portal using your order number and the email address associated with your order.
  • Your return request will be reviewed by our Customer Service team within 1–3 business days. Please do not send your item(s) back until you have received an email confirming that your return has been approved.
  • For approved returns within Australia, you may choose to:
    • Use a prepaid Australia Post return label provided through our returns portal. A $12.95 return postage fee will be deducted from your refund; or
    • Arrange and pay for your own return postage with a carrier of your choice.
  • Customers returning orders from New Zealand or other international locations will need to arrange and pay for their own return postage.
  • Once your return has been received and inspected by our warehouse team, your refund will be processed. You will receive an email confirmation when your refund has been issued.
  • Please allow up to 5 business days for your refund to appear in your account after it has been processed. Processing times may vary depending on your bank or payment provider.
  • If you are unable to lodge your return through our Online Returns Portal or experience any difficulties, please contact our Customer Service team at shop@zoemoss.com.au and include your order number and details of the issue.

Parcels Lost in Transit

You can track your order using the tracking information provided in your shipping confirmation email.

If your parcel appears to be delayed or lost in transit, we recommend checking the tracking information and contacting Australia Post in the first instance.

If your parcel has been confirmed as lost, please contact our Customer Service team at shop@zoemoss.com.au with your order number and any supporting tracking information.

If your order is confirmed as lost in transit, we are happy to offer a store credit for the value of the items in your order.

Store credit will be issued once proof of the missing parcel has been provided and reviewed by our Customer Service team.

Please note that postage and shipping fees are not included in the store credit amount.

Online Exchanges

Size Exchanges

We want you to love the fit of your Zoe Moss purchase.

If you would like to exchange an item for a different size, you're welcome to return it to us, subject to stock availability.

Please include a prepaid postage label with your return so we can send your replacement size back to you.

  • All return and exchange postage costs are the responsibility of the customer.
  • Items must be returned unworn, unwashed and in original condition with all tags attached.
  • Please include your order number and the size you would like to exchange for.
  • Exchanges are subject to availability.
  • We recommend using a tracked postage service when returning your parcel.

If your preferred size is no longer available, our customer service team will be in touch to discuss the available options.