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Returns

Returns will be processed within 7-10 days of receipt. You will be notified via email once your refund has been approved in our system. If you are not satisfied with your purchase, you may return items within 30 days of original purchase. To qualify for a merchandise refund, items must be returned in original, unused condition, in original packaging and tags attached.

Return Procedure

  1. Sign into your account, click on the [Order History] button and select the order number you would like to return.
  2. Select the items you would like to return and complete the online return authorization form. PLEASE NOTE: You are not required to print the form if you do not have access to a printer. Instead, write the return authorisation number on a piece of paper and place inside of the package.
  3. Pack all items with your invoice in a secure carton or reuse the original packaging. Please ensure that all boxed items are securely enclosed in a satchel as we are not able to accept them if damaged.
  4. Attend your local Post Office and send to the returns address:

    Australia Online Store Returns
    VonZipper Online Returns
    131 Millaroo Drive
    Helensvale QLD 4212


    New Zealand Online Store Returns
    VonZipper Online Returns
    63A Apollo Drive
    Albany, Auckland 0632

    *For security and peace of mind, we strongly suggest using the insured registered post as we are not liable for lost return parcels. Please allow up to 7 business days for us to receive your merchandise.
  5. Once received in our warehouse, we will inspect and process the goods within 48 hours to ensure you receive your refund as quickly as possible. To keep you informed, we will email you confirmation of your refund, and how it is being processed to your original form of payment. In most cases, refunds should hit your account within 1-5 business days.
  6. Unfortunately, at the moment we don't offer a free returns service. For all change of mind returns, we recommend attending your local post office and selecting insured registered post as we are not liable for lost return parcels. If any of the items in your order were faulty, damaged or incorrect, please contact our customer service team to arrange a return postage label.
  7. Unfortunately, we cannot process a return for online orders in person at a Billabong store. Please follow the above Online Return process.

* REFUNDS AND RETURNS ARE NOT AVAILABLE ON FREE PROMOTIONAL ITEMS.

Guest Checkout Return Procedure

  1. Send a copy of your invoice or order confirmation back with the unwanted goods.
  2. Highlight or circle the items you would like to return.
  3. Pack all items with your invoice in a carton/satchel or reuse the original packaging. Please ensure that all boxed items are securely enclosed in a carton/satchel as we are not able to accept them if damaged.
  4. Attend your local Post Office and send to the returns address:

    Australia Online Store Returns
    VonZipper Online Returns
    131 Millaroo Drive
    Helensvale QLD 4212


    New Zealand Online Store Returns
    VonZipper Online Returns
    63A Apollo Drive
    Albany, Auckland 0632

    *For security and peace of mind, we strongly suggest using the insured registered post as we are not liable for lost return parcels. Please allow up to 7 business days for us to receive your merchandise.
  5. Once received in our warehouse, we will inspect and process the goods within 48 hours to ensure you receive your refund as quickly as possible. To keep you informed, we will email you confirmation of your refund, and how it is being processed to your original form of payment. In most cases, refunds should hit your account within 1-5 business days.
  6. Unfortunately, at the moment we don't offer a free returns service. For all change of mind returns, we recommend attending your local post office and selecting tracked post. If any of the items in your order were faulty, damaged or incorrect, please contact our customer service team to arrange a return postage label.

EXCHANGES

We're currently unable to process exchanges through our online store. To avoid disappointment, we recommend placing a new order for the item you would like to purchase, and returning your existing merchandise for a full refund to our online warehouse using the process above.

RETURN TERMS & CONDITIONS

All items returned for refund must be returned in the original condition with tags attached (unless faulty). Any packaged goods must be returned with the packaging in its original condition or may not be accepted (unless faulty). When trying on footwear we advise using a clean surface as shoes with marked or dirty soles may not be accepted for return. Please ensure all returned clothing items are free from marks, stains and rips as they may not be accepted for return if received damaged (unless faulty). Note: Online purchases cannot be returned to a store or dropped off in person to any office or warehouse. Online purchases may only be returned by sending them to the Returns Address as per this process. If you have any questions, please contact the customer service team for assistance.

Unfortunately, at the moment we don't offer a free returns service. For all change of mind returns, we recommend attending your local post office and selecting insured registered post as we are not liable for lost return parcels. If any of the items in your order were faulty, damaged or incorrect, please contact our customer service team to arrange a return postage label

FAULTY RETURNS NEEDING REPAIR

If you have a faulty item that you would like repaired, please follow the simple steps of a normal return as shown above.

Please make sure you enclose your original invoice, along with a description of the fault. Please contact us at customerservice@vonzipper.com if you need a new copy of the invoice.

Once received in our warehouse, we will inspect the goods and decide whether to issue a refund or repair the goods. We aim to have your refund processed within 24 hours of receiving but it may take longer depending on the fault. In this case we will keep you informed.

Please allow approximately two weeks for the processing of your faulty return once received. Contact will be made by email informing you of the RA Number and all relevant details.

If an order is deemed faulty, we will gladly reimburse the return postage up to a total of AU$10.00. This includes postage only; packaging is at an additional cost to you. For further in depth information on warranties and faulty items, please contact our customer service team.

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