Refund policy
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return:
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The item must be in the same condition as received
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Unworn or unused, with tags attached
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In its original packaging
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Accompanied by proof of purchase
To start a return, please contact us at support@zwilky.com.
Returns must be sent to the following address only after approval:
zwilky
100 George Street
Parramatta NSW 2150
Australia
Items sent back without first requesting a return will not be accepted.
If your return is approved, we will provide instructions on how and where to send your item. Return shipping costs may be the responsibility of the customer unless the item is faulty or incorrect.
Pre-Orders
Some items are sold as pre-orders and are produced or shipped at a later date.
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You may cancel a pre-order before it has been fulfilled or shipped for a full refund.
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Once a pre-order has been fulfilled or shipped, it is treated as a standard order and is subject to this Returns Policy.
Estimated shipping dates for pre-orders are provided as guidance only and may change due to production or logistics factors.
Damages, Defects & Incorrect Items
Please inspect your order upon delivery and contact us within 48 hours of receipt if:
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The item is defective
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The item is damaged
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You received the wrong item
We will assess the issue and arrange a replacement or refund where appropriate.
Exceptions / Non-Returnable Items
The following items cannot be returned:
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Sale items (unless required by law)
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Gift cards
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Custom, personalised, or made-to-order items
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Items that have been worn, washed, altered, or damaged by the customer
This does not affect your rights under Australian Consumer Law or applicable EU consumer laws.
Exchanges
We do not offer direct exchanges.
The fastest way to receive a different item is to:
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Return the original item (if eligible), and
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Place a new order once the return is approved.
European Union – 14-Day Cooling-Off Period
If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without providing justification.
Returned items must:
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Be unworn or unused
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Have tags attached
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Be in original packaging
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Include proof of purchase
Customers are responsible for return shipping costs unless the item is faulty or incorrect.
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
If approved:
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Refunds will be issued to the original payment method
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Processing typically takes up to 10 business days
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Your bank or payment provider may take additional time to post the refund
If more than 15 business days have passed since your return was approved, please contact us at support@zwilky.com.
Contact
If you have any questions about returns or refunds, contact us at:
Email: support@zwilky.com
Address: 100 George St, Parramatta NSW 2150, Australia