FAQS
ORDERS
Can I change my order after it's placed?
Our team work very swiftly to ensure your order is packed and shipped out to you as soon as possible, so we cannot guarantee your required changes will be applied. Orders may be fulfilled before we sight your email. Please follow our returns process once you receive your item/s for which you wish to return and obtain a store credit.
Can I cancel my order before it's been shipped?
You are able to cancel an order prior to it being dispatched for a store credit only. If the order has been shipped, please follow our normal returns application process once you receive you're order.
How do I change my address once my order has been placed?
We process and pack your order as quickly as possible – this means we cannot guarantee we will be able to change any details on your order, including your address, but we will do our best to help – please email us immediately after placing your order at contact@zellathelabel.com.au
PRE ORDERS
What date will my Pre Order be dispatched?
We clearly state on all Pre Order items their dispatch month. This is outlined in the item heading as well as the Pre Order item description. We state to allow the FULL month for dispatch, that is until the last day of the specified month. We do not provide updates during the dispatch month – you will receive a tracking number when your pre Order item has been sent.
Can I cancel my Pre Order item?
We like to offer our customers flexibility and choice! You are able to cancel a pre-order purchase prior to it being dispatched for a store credit only. If the item has been shipped, our normal return policies apply.
Does my Pre order get shipped separately?
If your order contains a PRE ORDER item - you order will be shipped in entirety, once your pre order item arrives. This is outlined in the Pre Order item description at the time of placing your order with this Pre Order item. If you would like any in stock items shipped separately, you are required to place seperate orders with seperate shipments, otherwise they are placed as one order and will be shipped as one. Please contact us if you would like to pay an additional shipping fee to have any in stock items in your order shipped.
SHIPPING
Can I change my shipping method once an order is placed?
Unfortunately once your order is placed we can not alter your selected shipping method on your order. We recommended if you are in a hurry for your item/s to ensure you check out with our EXPRESS SHIPPING option at the time of placing your order.
I have a PRE ORDER item, when will this be disptached?
If your order contains a PRE ORDER item - you order will be shipped in entirety, once your pre order item arrives. This is outlined in the Pre Order item description at the time of placing your order with this Pre Order item. If you would like any in stock items shipped separately, you are required to place seperate orders with seperate shipments, otherwise they are placed as one order and will be shipped as one.
Do you offer click and collect?
Yes! We offer Click and Collect from Our Seaford VICTORIA HQ from Monday to Friday 9.30am - 3.00pm - orders are usually ready within 1-4 hours and an email will be sent with full collection details once your order is ready.
What happens if my order is lost in transit or doesn't arrive?
Please be aware that once your parcels have left our warehouse they become the property of Australia Post. Parcels can be tracked on the Australia Post website using your designated tracking number.
ZELLA THE LABEL PTY LTD is not legally responsible for any lost or damaged goods however, if your parcel does not reach you within the expected delivery time, we will do all we can to track and try to assist locating your parcel for you. Please contact us by emailing contact@zellathelabel.com.au with all of your order details.
RETURNS
How do I return an item?
We completely understand that sometimes a style may just not be for you, or might not fit exactly right for your desired look. To return an item, please visit our returns portal HERE. Please follow the prompts to lodge your return application. Please allow 3 business days for your returns application to be approved – this is not an instant process. You will be emailed instructions to return your item/s within 3 business days. Please make sure you check your junk mail for this return instructions email from us. Please also then allow upto 3 business days for your store credit to be processed and emailed to you once we receive your item/s.
Do you offer refunds?
We offer store credit only on all items returned within 14 days of receiving your order in original condition with all tags attached. We are unable to offer a refund unless the claim is in accordance with the fair trade practices act. The item must be returned to us then assessed by the brands manufacturing team to confirm any damage to the item is a manufacturing fault. If item is then recognized as fault it will incur a full refund, otherwise a store credit will be issued. In the event that your goods are not in a satisfactory condition upon you receiving, please notify our team immediately within 24 hours of receiving your order via email. Once your item has been worn/washed a complete manufacturing assessment will be conducted to determine the cause of any claims and if mishandling of the item has occurred a fault claim will be denied and a refund or credit note will not be issued.
Can I exchange my order?
We do not currently offer an exchange system. For any eligible returns, you will be issued a store credit to redeem on any item on our website in real time availability. Unfortunately we can not hold or reserve items, so If you are in a hurry to re purchase or redeem your store credit, we recommend promptly sending your item back and via Express shipping.