The Online Store Returns Policy & Process
Click here to submit an online return. A return request must be submitted to receive your refund within normal processing times.
You may return or exchange (where available) your Zimmermann Online Store purchase, including sale items, by sending it back to the Zimmermann Online Store. Subject to adherence to the following terms.
Returns or exchanges will only be accepted on items within 15 days from the date of delivery. Items returned outside their respective period will not be accepted.
Items must be in original condition (including tags) and must not have been worn, altered or washed. Items must not have been used in photography shoots, Instagram posts, online, commercially or for personal gain. All packaging (including garment bags) shipped with your order must be returned.
Every clothing item shipped has a tag attached reading "Once this tag is removed, this garment cannot be returned". Once this tag has been removed, the garment is no longer returnable. We recommend trying on all purchased items as soon as they are received, to ensure adequate time to return items within our returns timeframe.
Swimwear and Lingerie
For all swimwear and lingerie, clients must try on items wearing undergarments. If returned, the protective hygiene strip must remain in place and will not be accepted if removed or altered, or the item otherwise shows signs of wear.
Try on shoes on soft surfaces before they are worn as we will not accept shoes returned with sole markings or scratches. Ensure shoes are returned with original shoebox.
Jewellery, Tights, and Hair Accessories
All purchases on earrings, tights, hair clips, hair chignons, and hair pins are final sale. We will not accept returns on these items due to hygiene reasons.
Gift Cards may not be returned and are valid for 5 years from the date of issue. Gift Cards are valid for use on the Hong Kong S.A.R Online Store.
Should you wish to return an item, Zimmermann do not refund international prepaid tax and duties paid at the time of checkout for Delivered Duties Paid (DDP) orders or tax and duties paid at time of customs entry for Delivered Duties Unpaid (DDU) orders. Contact your local customs office to obtain your tax refund.
We do not refund initial shipping charges for items returned, other than for faulty items. Your own return postage and import costs are not refundable. Items exchanged will be re-sent at our cost.
The above policy only applies to the Zimmermann Online Store.
In Store Purchases
No refunds unless required by law; Returns other than for faulty goods must be made only in the country of purchase within 7 days for either credit note or exchange. Returned garments must be in original condition and must not have been worn, altered, or washed. All tags must remain in place. No refunds or exchange on sale items unless faulty or required by law. Purchases and exchanges made in Zimmermann stores cannot be returned to the Online Store.
The process for returning an online order by courier is detailed below:
1. Submit a Return Request
Click here to submit an online return and follow the steps. A return request must be submitted to receive your refund within normal processing times.
On completion of this process you will receive an email confirming your return details.
You may select a refund, store credit, or exchange for all or some of your items. If selecting exchange, specify the item you would like to request in the comment box. If your chosen item is not available, you will be notified by email as soon as possible and offered a suitable replacement or a full refund.
2. Complete the Returns Form
All deliveries come with an Online Store Returns Form. This must be completed and sent to us with your return.
3. Pack Your Return
When returning items ensure you enclose:
• The completed Returns Form, including your return number
• Your Invoice (included in your delivery)
• The item(s) for return, including packaging
4. Send Your Return
For all returns use a reputable courier company such as DHL, or an express postal service to ensure your item is received within the accepted time frame.
Send your return to:
Zimmermann Online Store
68 Mentmore Avenue
Rosebery NSW 2018
State on the outside of your parcel that this is a ‘return to shipper’ and note the original tracking number.
Zimmermann is not liable for the loss of garments in return transit. We recommend using a traceable delivery method and taking note of your tracking number.
Once the items have been received they will undergo a quality review. Once cleared, you will either receive your new item (for exchanges), credit note, or refund on the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. You will receive email notification once your return is processed, this will occur within 5 working days of receiving your return. During sale periods returns processing may take 1-2 days longer.
Returns or exchanges will only be accepted on items within 15 days from the date of delivery. Items returned outside their respective period will not be accepted. An online return request must be submitted to receive your refund within normal processing times.
Download a copy of the Returns Form.