FAQ
On our e-boutique you will find beautiful knitwear for babies, toddlers and children.
Made with love and care, the designs are timeless and classic. Our products are the perfect gift for expectant parents, baby showers, birthday presents, or just because...
We hope that the information here answers any queries that you may have, but if not, please feel free to email our friendly team at admin@zulunar.com
FREQUENTLY ASKED QUESTIONS:
WHERE DOES ZULUNAR SHIP TO?
We currently ship to Australia, Belgium, China, Croatia, Denmark, Estonia, France, Germany, Hong Kong, Hungary, Italy, Ireland, Malaysia, Malta, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, Slovenia, South Korea, Spain, Sweden, Switzerland, and the United Kingdom.
Unfortunately at this stage we are unable to ship to the USA & Canada, but please sign up to our email newsletter to be updated on when we will be shipping to these countries.
HOW MUCH DOES SHIPPING COST?
We offer FREE SHIPPING within Australia on orders over $100.
Orders under $100 have a flat shipping rate of $9.95.
We offer international shipping at the following rates-
New Zealand-
Orders of $500 or less have a flat shipping rate of $20.
We offer FREE SHIPPING to New Zealand on orders over $500.
Hong Kong, China, Malaysia, Singapore & South Korea-
Orders of $500 or less have a flat shipping rate of $25.
We offer FREE SHIPPING to Hong Kong, China, Malaysia, Singapore & South Korea on orders over $500.
UK & Ireland-
Orders of $500 or less have a flat shipping rate of $30.
We offer FREE SHIPPING to the UK and Ireland on orders over $500.
France, Germany, Netherlands, Spain, Sweden, Belgium, Croatia, Denmark, Estonia, Hungary, Malta, Poland, Portugal, Slovenia, Italy, Switzerland & Norway-
Orders of $500 or less have a flat shipping rate of $35.
We offer FREE SHIPPING to France, Germany, Netherlands, Spain, Sweden, Belgium, Croatia, Denmark, Estonia, Hungary, Malta, Poland, Portugal, Slovenia, Italy, Switzerland & Norway on orders over $500.
If you are interested in placing a larger wholesale order, please kindly contact us at admin@zulunar.com for special international shipping rates.
HOW ARE THE ORDERS SENT?
We use Australia Post from our dispatch centre for a trackable service to your door or your local post office, depending on your local delivery system.
FOR DELIVERY WITHIN AUSTRALIA-
We aim to dispatch all orders within two business days of receiving full payment. Once the goods are dispatched from our warehouse, they should arrive to you within 5 working days; however we cannot guarantee the time frame within which Australia Post will deliver them to you, as the occasional courier delay may affect your delivery time frame from time to time.
Please be aware that postal services can and will be slower worldwide during holiday seasons, which is entirely out of our control.
In the rare event of a delay in dispatching your order, we will notify you as soon as possible.
FOR DELIVERY WORLDWIDE-
We aim to dispatch all orders within two business days of receiving full payment. Once the goods are dispatched from our warehouse, they should arrive to you within 7-14 working days; however we cannot guarantee the time frame within which Australia Post will deliver them to you, as the occasional customs or courier delay may affect your delivery timeframe from time to time.
Please be aware that postal services can and will be slower worldwide during holiday seasons, which is entirely out of our control.
In the rare event of a delay in dispatching your order, we will notify you as soon as possible.
Zulunar takes no responsibility for any additional fees (including duties, taxes, customs fees or other charges) levied by the destination country.
If you are unsure of the charges and whether you will be affected, please contact your local customs office to find out more information.
WHICH PAYMENT METHODS DOES ZULUNAR ACCEPT?
Currently we accept Credit and Debit Card Payments using MasterCard, Visa & American Express and PayPal.
IS IT SAFE TO PURCHASE ONLINE FROM THE ZULUNAR E-BOUTIQUE?
Absolutely! Zulunar is based in Australia, managed and run by Australians. Zulunar uses Shopify's encryption technology that ensures safe internet transmission of your personal information. The information is encrypted using secure socket layer technology (SSL) and stored with encryption. We do not store any credit card details.
HOW SHOULD I CARE FOR MY ZULUNAR PIECE?
Every Zulunar piece is crafted with love and care using natural fibres and must be laundered according to the care instructions included on the item.
If you have removed or lost the care instructions for your item, please follow the below care advice-
Cold gentle machine wash or hand wash, with similar colours.
Do not bleach, soak or wring.
Do not tumble dry.
Reshape and flat dry in shade without delay.
Cool iron. Do not iron on print or accessories, iron on reverse of garment.
Do not dry clean.
Keep away from fire.
BLANKET SAFETY AND USE
Always consider safety and temperature when using blankets for a baby, toddler or child.
Consult the SIDS website for more information-
http://www.sidsandkids.org/safe-sleeping/faqs/
PRODUCT SIZES
Measurements given are an approximate indication of size, however as knitwear can stretch, shrink and move with use the size of each item may slightly vary from time to time.
CAN I REQUEST AN EXCHANGE OR REFUND?
We will happily exchange or refund items purchased from our online store, providing the item is unworn/unused and still in its original condition, with labels and tags attached.
Simply email admin@zulunar.com within 10 days of receiving your order to request a return or exchange, quoting your order number.
We will allocate a Returns Authorisation (RA) number for you, and give you all the details you need.
Please note that we are unable to be held liable for the loss of your item being returned. We recommend using a registered postal service to return goods, and keeping a record of the tracking details.
Product exchange requests are subject to availability, and we do not offer returns or exchanges on sale items.
Shipping costs (including duties, taxes & customs fees levied by your country) incurred for returning item/s to Zulunar for an exchange or refund are not covered or reimbursed by us.
Gift cards cannot be returned or refunded.
WHO PAYS RETURNS CHARGES?
Unless you've received incorrect items from us, all charges related to returns and exchanges are to be paid by the customer. This includes any taxes or duties levied by your country.
WHAT IF THE ITEM I RECEIVE IS DAMAGED OR FAULTY?
We work hard to ensure all items sold are of the highest quality and we carefully check all items before shipping. However if you have a concern in regards to a faulty or damaged item, please email us at admin@zulunar.com so we can urgently review the matter for you.
All issues must be reported within 10 days of receiving your purchase.
Please note that knitwear is delicate and must be treated with care. Items that are damaged as a result of wear and tear or incorrect washing are not considered to be faulty.
ANY OTHER QUESTIONS?
Feel free to contact our friendly team at any time at admin@zulunar.com
