We want you to be fully satisfied with your purchase from us. If you need to return an item, please note that all items must be returned in the condition that they were received—NOT WORN, ALTERED OR WASHED, with ALL TAGS ATTACHED, and in the ORIGINAL PACKAGING.

If the conditions above are met, and the item is in perfect resalable condition, you can return regular priced merchandise within 10 days from the day you receive the goods for a full refund or exchange, minus the shipping charges and/or any success fees.

IMPORTANT!

  • We do not refund shipping charges.
  • If you have purchased your item/s off TradeMe we deduct the SUCCESS FEE from the refund amount.

Exchanges

Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check. For instructions on how to make an exchange or return, please refer to the section titled “How do I make a return or exchange?”

Footwear

Upon receiving your shoes, check the sizing by trying them on indoors, on a carpeted surface so as not to blemish the soles. We do not accept returns or exchanges on shoes that are scuffed, marked, or worn. Footwear returns and exchanges must include the original shoe box, undamaged and free of postal labels. Footwear returns without the original packaging will not be accepted.

FINAL SALE Items

Final Sale items cannot be returned or exchanged. If we receive a returned Final Sale item or items, the package will be returned to you, a Zenjo representative will notify you via email, and you will not receive a refund.

THE FOLLOWING CATEGORIES ARE FINAL SALE:

CLEARANCE OR SALE ITEMS

  • Any item marked down 50% or more is considered a clearance sale item.
  • Any item purchased from the SALE ITEMS CATEGORY.

All clearance sale items are final sale and cannot be returned or exchanged.

BEAUTY PRODUCTS
All skin care, balmes or massage and body waxes are final sale and cannot be returned or exchanged, unless the product causes an allergic reaction. If the product causes an allergic reaction, you can return or exchange the product within 10 days of the original purchase date.

Do you refund Shipping Charges?

  • No. We do not refund shipping and handling charges, and you are responsible for all shipping costs on merchandise being returned to us.
  • If you are returning an item for exchange please ensure you include a self-addressed Courier Bag so we can send your exchange to you.

Defective Merchandise

If you believe that you have received defective merchandise or were shipped incorrect merchandise—style, colour, size—you must notify us within 3 days of receiving the product to be eligible for a refund. There are no exceptions. We do not offer any warranty on products we do not manufacture.

I was sent the wrong thing!

If you were shipped incorrect merchandise—style, colour, size—you must notify us within 3 days of receiving the product to be eligible for a refund. We will pay for the return shipping for incorrectly filled orders. For instructions on how to return the item, refer to the section titled “How do I make a return or exchange?”

How do I make a Return or Exchange?

OPTION 1:

Follow these 6 easy steps:

  1. LOGIN to your account.
  2. Click on your COMPLETED ORDERS.
  3. Select the ORDER NUMBER and items you wish to return.
  4. Select the REASON why you are returning the goods.
  5. Select the ACTION you require such as Exchange, Store Credit or Refund and add any comments.
  6. Click the SUBMIT button.

PACK & SECURELY SEAL the merchandise with the original packaging. DO NOT FORGET to include the Invoice in the return package.

If you do not follow these 6 steps we can not guarantee that your return will be processed in a timely manner.

We do not refund shipping charges.

RETURNS & EXCHANGES
We DO NOT provide free shipping for exchanges.

FOOTWEAR
Footwear returns and exchanges must include the original shoe box, undamaged and free of postal labels. Footwear returns without the original packaging will not be accepted.

IMPORTANT
Delivery Confirmation alone is not sufficient. We are not responsible for return packages that are left outside of our premises by the shipper, as we will not be able to confirm that the package has been received.

INSURING your return packages to Zenjo.co.nz is highly recommended. This will provide you with recourse on your package, as we cannot accept responsibility for packages that we do not ship ourselves. In the event of any failure to return goods to us within the stipulated time limits, even though validly cancelled, we shall have the right to charge any costs of recovery of the goods.

Send your return or exchange to:

Zenjo.co.nz
Returns/Exchanges Department
142 Trafalgar Street
Onehunga
Auckland 1061
New Zealand
.

OPTION 2 (Faster):

Purchase your preferred items from the website as per usual.

PACK & SECURELY SEAL the merchandise with the original packaging. DO NOT FORGET to include the Invoice in the return package. Please also include your bank account details so we can refund your purchase.

Send your return or exchange to:

Zenjo.co.nz
Returns/Exchanges Department
142 Trafalgar Street
Onehunga
Auckland 1061
New Zealand.

Where do I send my Return?

Refer to section titled “How do I make a return or exchange?”

When will I be refunded?

Once your package has been received by us, your refund will be processed within 5-7 business days. You will be notified via email at the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. Allow up to two billing cycles for a refund to appear on your credit card statement.

Where is the printable return form on the site?

We do not currently have one.

How long does it take to process my return?

Once your package has been received by us, your refund will be processed within 5-7 business days. You will be notified via email at the address listed on your account when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us. Allow up to two billing cycles for a refund to appear on your credit card statement.