How do I place an order?
Browse our collections, choose your size and colour, and click Add to Cart. When you’re ready, go to your cart and click Checkout. You’ll receive an order confirmation email as soon as your order is placed.
I didn’t receive an order confirmation email. What should I do?
Check your spam or junk folder first. If it’s not there, email us at support@thezelanoir.com with your name and the email you used at checkout, and we’ll confirm your order.
Can I change or cancel my order?
Yes, as long as it hasn’t shipped yet. Contact us as soon as possible with your order number and we’ll update or cancel it for a full refund. Once your order has shipped, it can’t be cancelled, but you can return it after delivery under our Refund Policy.
What payment methods do you accept?
We accept all major credit and debit cards. All available payment options are shown at checkout. Payments are processed through a secure, encrypted checkout.
What currency are your prices in?
All prices are in Australian Dollars (AUD).
Shipping & Delivery
Do you ship to all of Australia?
Yes, we ship to all addresses across Australia, including metro and regional areas. Remote areas may take a little longer.
How long will my order take to arrive?
- Processing: 1–3 business days
- Shipping: 2–7 business days after dispatch
- Total estimated delivery: 3–10 business days
Delivery times are estimates and may be affected by courier delays, public holidays or peak periods.
Where do you ship from?
Orders are dispatched from our international fulfilment centre and delivered to your door with a tracked courier service.
How much is shipping?
Any shipping costs are shown clearly at checkout before you pay.
How do I track my order?
Once your order ships, you’ll receive an email with your tracking number. You can also track it on our Track Your Order page. Please allow 24–72 hours for tracking to update after dispatch.
My order hasn’t arrived. What should I do?
Check your tracking first. If it’s been more than 10 business days since you ordered, contact us with your order number and we’ll follow up with the courier straight away.
My tracking says delivered, but I don’t have my parcel.
Check your mailbox, front door, any safe-place spots, and with neighbours or household members. If you still can’t find it, contact us within 7 days of the delivery date and we’ll open an investigation with the courier.
Sizing & Products
How do I find my size?
Each product page has a size guide. Compare your measurements (bust, waist and hips) with the chart rather than going by your usual size, as sizing can vary between styles. If you’re between sizes, we recommend sizing up.
Can you help me choose a size?
Absolutely. Email us with the product name and your measurements, and we’ll recommend the best size for you.
Will the colour look the same as the photos?
We do our best to show colours accurately, but they may look slightly different depending on your screen settings.
Returns & Refunds
What is your return policy?
You can return items within 30 days of delivery. Items must be unworn, unwashed and undamaged, with tags attached and in their original packaging. See our full Refund Policy.
How do I start a return?
Email support@thezelanoir.com with your order number, the item(s) you want to return and the reason. We’ll send you return approval and instructions. Please don’t send items back without approval, as they may be delayed or not accepted.
Who pays for return shipping?
- Change of mind or wrong size: you pay the return shipping.
- Faulty, damaged, incorrect or not as described: we cover it, or you may not need to send the item back at all.
Can I exchange for a different size?
Yes, subject to stock availability. Let us know the size you’d like when you request your return. If it’s out of stock, we’ll refund you instead.
When will I get my refund?
Once your return arrives, we inspect it within 7 days and process your refund to your original payment method. Your bank may take 5–10 business days to show it.
My item arrived faulty or damaged. What do I do?
We’re sorry! Email us within 7 days of delivery with your order number and photos of the item, the packaging and the shipping label. We’ll arrange a replacement or refund in line with your rights under the Australian Consumer Law.
Account & Privacy
Do I need an account to order?
No, you can check out as a guest. An account just makes it easier to track orders and reorder.
Is my personal information safe?
Yes. Our store runs on Shopify with encrypted checkout, and we never store your full card details. See our Privacy Policy for details.
How do I unsubscribe from emails?
Click Unsubscribe at the bottom of any of our emails, or contact us and we’ll remove you.
Contact
How can I contact you?
Email: support@thezelanoir.com
Phone: +1 213 733 9796
Hours: Monday–Friday 9:00 AM – 5:00 PM (AEST); Saturday & Sunday 10:00 AM – 3:00 PM (AEST)
We aim to reply to all emails within 24 hours on business days.