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1. Shipping & Delivery

How long does delivery take?

Delivery time varies depending on the product, supplier, partner warehouse and yrour location. Each product has an estimated dispatch time displayed on the product page. Once your order has left the warehouse you will receive a shipping notification email.

How can I track my order?

For small and medium sized items we will provide tracking information as soon as your item has left the warehouse. Please visit our Track Order page and enter your email address and order number, then click on the “Track Order” button. You can find your order number at the top of your order confirmation email.

If you can’t find your order number you can also track your order by entering your email address, last name and shipping postcode.

For bulky and fragile items, we are currently unable to provide live tracking. Once the item has left the warehouse, you will receive a shipping notification email from us and in most cases the carrier will give you a call to arrange a suitable delivery date.

Will I have to sign for my delivery?

Yes, our standard shipping arrangement requires you to sign a delivery form in which you confirm that the product was delivered in a suitable condition (without obvious defects or damage). However, for most items that are shipped with Australia Post you can select an option during checkout to leave the order at your door.

What if I am not home when my package arrives?

Our shipping partner will leave a notice at your home detailing an alternative delivery arrangement. However, we may charge you for storage fees and associated shipping costs.

My items haven't arrived yet. What can I do?

Please check the estimated dispatch time of each item on your order confirmation email. As soon as your order has been dispatched we will send you a shipping confirmation email. Before contacting us directly, ensure that you check the delivery tracking status of your order here . If you do not receive any shipping confirmation or you cannot find any update on the tracking status, please contact our Customer Care Team via the Help Center.

For bulky and fragile items, we are currently unable to provide live tracking. Once the item has left the warehouse, you will receive a shipping notification email from us and in most cases the carrier will give you a call to arrange a suitable delivery date.

How much will Zanui charge for delivery?

After selecting the correct size/colour of the product that you wish to buy, you can calculate a shipping estimate by entering your postcode on the product page. The final postage cost for your order can be viewed during checkout and may change depending on additional items that you have added to your cart.

What does 'Free Shipping' mean for me?

Free shipping is available on selected products to selected areas. To see if you qualify for free shipping simply type your postcode into the field on the product page or at checkout.

How do I change my shipping address after my order has been placed?

Simply call our Customer Care Team on 1300 668 317. If your order has not been processed, we will be able to update your delivery address.

2. Returns

Can I cancel my order?

Should you change your mind about a purchase, we may be able to cancelyour order if it has not been processed. Simply call our Customer Care Team on 1300 668 317. 

How do I return my purchase?

Should you change your mind about a purchase you can return the item within 30 days of having received it and can opt for a replacement, store credit or a full refund. We require the returned product(s) to be unused and in the original packaging. Any items that are not returned to us in the original packaging and/or in original condition will incur an additional handling fee (deducted from your refund). This also includes not packing the item up sufficiently to avoid damage in transit back to us. Please use the packing material the item was sent with. 

You can return small items for free using ParcelPoint Easy Returns or the post office. ParcelPoint allows you to return your item to hundreds of local stores such as pharmacies, convenience stores and newsagents – open weekends and after hours for your convenience.

Please check the size and weight restrictions before returning your item. ParcelPoint limits are 10kg and 120 cubic cm (the sum of adding together the length, width and height of the package). If you are unsure, use the size limit of airline carry-on luggage as a guide. For returns via the post office please check the Australia Post Size & Weight Guidelines .

Click here to book your return and create your shipping label for small items. Make sure you include a copy of your order confirmation in the parcel.

Please note: you will need to complete the online process for each parcel you are returning. For tracking purposes, ParcelPoint and the post office cannot accept multiple parcels with the same label.

For any large item, please submit a change of mind return request to our Customer Care Team to assist with organising your return. Please note that free online return bookings are not available for large items and returning large items may incur a postage fee.

Is my item eligible to be returned?

The few exceptions that are not eligible for a change of mind return include clearance items and mattresses, bed linen and pillows, for health and hygiene reasons.
Clearance items are marked with a *LAST CALL* badge.

What is the return notice period?

Zanui provides its customers with a 30 days notice period for returns.

How long does it take for me to receive a store credit or refund?

After the approval of your return, Zanui will grant you a replacement, store credit or a refund within 30 days from the date we receive the returned item(s).

How will I be refunded?

Refunds are issued through the same transaction method you used in your original purchase. For example, if you used a credit card as your payment method the purchase amount will be issued to your credit card.

What are the shipping charges in case of returns?

If you change your mind about your purchase and the item is unused and in its original packaging, you can book your free return using ParcelPoint Easy Returns or the post office.

Please check the size and weight restrictions before returning your item. ParcelPoint limits are 10kg and 120 cubic cm (the sum of adding together the length, width and height of the package). If you are unsure, use the size limit of airline carry-on luggage as a guide. For returns via the post office please check the Australia Post Size & Weight Guidelines

Click here to book your return and create your shipping label. Make sure you include a copy of your order confirmation in the parcel(s).

Please note: you will need to complete the online process for each parcel you are returning. For tracking purposes, ParcelPoint and the post office cannot accept multiple parcels with the same label.

For any large item, please submit a change of mind return request to our Customer Care to assist with organising your return. They will advise the return shipping cost for your item.

In the unlikely event that your product arrives damaged or faulty, or if you have a warranty claim, please submit a damage / faulty return request to our Customer Care Tea . In those cases, the return of your item is free.

I need to return an item, but I don't have the original packaging. Now what?

Please note that the item must be unused and returned in its original packaging. Additional handling fee will apply.

If the item is faulty and you are no longer in possession of the original packaging, please contact our Customer Care Team via the Help Center.

3. Brands & Stock

The item I want is out of stock. What now?

Although we try to have a stock level that will keep up with expected demand, certain item(s) that are highly popular can exceptionally run out of stock.

Please submit a sale inquiry to out Customer Care Team and they will attempt to source the item(s) you desire, at no additional cost, or find a suitable alternative to the item(s) you are seeking.

Do you place item(s) on backorder?

No, your item(s) will not be placed on backorder. Although we avoid advertising product(s) that is no longer in stock, in the instance that your item(s) has sold out, you will be contacted by our Customer Care Team to arrange a store credit or refund if we are unable to source the item(s) from elsewhere.

Can I place an item on hold for purchase at a later date?

We provide you with the opportunity to create your own wishlist where you can select product(s) for further purchase.

How do I know if you carry a certain brand?

We kindly ask you to type the brand name in the search bar or to search for your brand directly on the “Brands” tab.

When can I expect new product(s) to be listed on your website?

We are constantly updating our product range so we invite you to visit our website frequently.

Do you offer a warranty on your product(s)?

Products are typically guaranteed by suppliers with a warranty of at least 12 month, otherwise Zanui provides its own guarantee. Please keep receipt of your purchase for warranty claims.

How can I provide feedback about a product?

We look forward to hearing feedback about our product(s). You can find section specifically designed for reviews on each product page. Additionally, please feel free to send us feedback to

Mail: Zanui, Suite 402 , 64 Kippax Street, Surry Hills NSW 2010
Email: customer@zanui.com.au
Phone: 1300 668 317

Do you have a showroom or retail store where I can view the product prior to purchasing?

Unfortunately, we do not have a showroom or retail store and, for safety reasons, we cannot allow customers in our warehouse.

 

4. Technical

I need personal assistance with my order. Who can I contact?

Our Customer Care Team is happy to assist you with your order on 1300 668 317.

How do I start a new account?

Please click on ‘My Account’, which is located on the top right hand side of the website. You will then be prompted to a new page where you will find the ‘Create a new account’ button on the left hand side. Click ‘Create a new account’ and fill in your details as requested before clicking ‘Submit’. Registration should now be complete and you should receive a confirmation e-mail to the address you registered with.

How do I update my details on my account?

Please click on the ‘My Account’ tab on the top right hand side of the page. You will then be prompted to enter your account details. Scroll down to find your account information; click on ‘Edit’ to update your details and ‘Save’ once you are finished to save these changes.

I am having problems ordering through your website. What can I do?

Our website is best supported by Internet Explorer and Mozilla Firefox. Please ensure that the browser you are using is up to date. If you are still experiencing difficulties, please do not hesitate to contact our Customer Care Team via the Help Center.

What are cookies? Do I need to enable cookies in my browser?

Cookies aren't just for eating. They are also the name of small amounts of data that are sent from a website to your browser and stored on your computer's hard drive. Your browser's preferences usually have 'cookies enabled' (meaning each website can send its own cookie to your browser). Cookies cannot access your personal information, but instead use anonymous unique identifiers.

Cookies need to be enabled on your browser to allow you to add product(s) to your cart and access your account information. If you are using a public computer, or share your computer with others, be sure to log out before leaving your computer unattended to protect your account information. You can log out by clicking the 'Logout' link in the top right hand corner of the page.

To find out more about how we use cookies, please see our Privacy Policy.

 

5. Payment

What payment types do you accept?

Zanui accepts a great variety of payment methods: Credit cards (Visa, Mastercard and American Express), PayPal and Touch Payments.

Is it safe to use my credit card on your site?

We strive to ensure that every credit card transaction occurs within a secure environment. Zanui payment system has a 128-bit SSL security encryption certification awarded by VeriSign. You can see the transaction is secure if a keylock is visible in the bottom right corner of your web browser. We do not retain your credit card information after your order is complete. Rather, it is submitted directly to our banks. You can rest assured that your credit card or bank account information will be secured.

Why have I been asked to confirm my order?

Zanui is committed to a safe, enjoyable and smooth online shopping experience for all customers. For your safety, Zanui has implemented a payment security screening process. Confirmation of customer details on certain orders may be required prior to the order being processed. Please ensure that you provide accurate and up to date contact information should we need to confirm the security of your order.

My credit card details are not being accepted. What's wrong?

Please check with your bank or financial institution to rule out errors on their behalf. If problems persist, please do not hesitate to call our Customer Care Team on 1300 668 317.

My computer froze while processing payment. How will I know that my payment went through successfully?

All successful transactions will receive a confirmation email. If you have not received confirmation via email, please try placing your order again. Alternatively, please do not hesitate to call our Customer Care Team on 1300 668 317.

 

6. Pricing

Are your prices in Australian Dollars (AUD)?

All pricing is in Australian dollars.

Do your prices include GST?

Yes, all prices include GST.

 

7. PayPal

What is PayPal?

PayPal is a payment method for online purchases that allows users to send and receive money online. PayPal offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant.

How do I sign up for PayPal?

You can sign up for a PayPal account on PayPal website.

Who do I contact if I have a problem with my PayPal account?

Unfortunately, we are not in a position to provide support on PayPal account problems. We kindly ask you to contact PayPal customer service directly.

When will my payment be deducted from my PayPal account?

Payment will be deducted from your PayPal account immediately after checkout.

 

8. Privacy & Security

How do I know if Zanui is a safe online shop?

We are highly committed to provide you with a safe value your privacy and work hard to ensure that your details are secure and will not be released to any other party. To learn more about how we keep your details safe, please see our Privacy Policy.

Do you keep my credit card details?

We do not store your credit card details.

Will my information be sold to third parties?

Your information will not be sold or passed on to third parties. Your privacy is important to us. Read more about how we protect your privacy under "Privacy Policy".

 

9. About the Company

How can I learn more about Zanui?

Zanui was introduced to serve people of Australia with a great range products. Here you will find Australia's largest range of of products with affordable pricing, excellent customer service and with a focus on building an enjoyable shopping experience.

We have also arranged a team of experts in different industries to give Australians a place to turn to for the latest trends, unique pieces and different styles.

Zanui was brought to Australia by European investors Rocket Internet, who is the founder of Zalando in Europe, Dafiti in Brazil, and Lamoda in Russia. Rocket Internet GmbH is the most successful e-commerce company in the world, responsible for the fastest growing e-commerce website in Europe.

Our world class Customer Care Team can be contacted via email at customer@zanui.com.au .

For press or business enquiries, please contact press@zanui.com.au or submit a partner inquiry to our Customer Care Team. 

How can I contact you?

Phone: 1300 668 317
Email: customer@zanui.com.au

Where is Zanui.com.au located?

Our address is:
Zanui
Suite 402, 64 Kippax Street
Surry Hills, NSW 2010

Please note that stock is not held or sold at our office.