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 Australia Online Store. Subject to adherence to the following terms (Zimmermann Outlets are excluded):
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 the top and pant sizes of bikini sets must match. Returns will not be accepted if the protective hygiene strip is removed or altered, the top and pant sizes of bikini sets differ, 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 duties and taxes paid at the time of checkout for Delivered Duties Paid (DDP) orders or duties and taxes paid at time of customs entry for Delivered Duties Unpaid (DDU) orders. Contact your local customs office to obtain your tax refund.
While Zimmermann covers the costs of returns using the prepaid returns label within Asia, return postage costs are not refundable and we do not refund initial shipping charges for goods returned, other than for faulty items. All international returns should be shipped back to Zimmermann as goods returned to sender to ensure no duties and taxes are incurred for the return. For exchanged items Zimmermann will cover the shipping cost, however duties and taxes may be collected for the exchanged items as per our duties and taxes terms.
Any DDU orders refused upon delivery at either the final destination or customs, will have the incurred duties and taxes deducted from the refunded amount and be subject to a 30 day return processing time.
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.
We offer a free returns courier service for online orders, where available. Follow the steps to use this service.
Note: You will need access to a printer to use this free service.
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. Book Your Free Return Courier
For Clients in China, Hong Kong, India, Japan, Malaysia, Singapore, South Korea, Taiwan and Thailand, book your free DHL collection during the 'Submit a Return Request' process detailed above, or at a later time via the 'BOOK COURIER' button in your Return Confirmation email. For all other locations, contact Client Services to book your return on your behalf.
Note: to use this free service you will need access to a printer.
3. Pack Your Return
Carefully pack your return item(s) into one box or satchel, enclose the completed returns form, order invoice, and any additional paperwork supplied to you by DHL during the courier booking process. If your return does not fit in one box contact Client Services for an additional return label.
4. DHL Collection
DHL will collect your return on your booked date, and deliver it to the Zimmermann Online Store for processing.
Each order is entitled to one free return collection.
To view, change, or cancel your existing DHL return booking, view the steps described in the section below.
To view, change or cancel your existing DHL return courier booking, go to your DHL Label Confirmation email and follow the steps.
To book your free return courier, follow the steps in the section above.
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 with proof of purchase 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.
Note: Zimmermann do not refund international prepaid duties and taxes paid at the time of checkout for Delivered Duties Paid (DDP) orders or duties and taxes paid at time of customs entry for Delivered Duties Unpaid (DDU) orders. Contact your local customs office to obtain your tax refund.
Download a copy of the Returns Form.