FREQUENTLY ASKED QUESTIONS

WHICH COUNTRIES DO WE SHIP TO?

We now ship worldwide!

All our orders are shipped via Australia Post's eParcel service. International orders are sent via Australia Post Express Courier International.

Please note for all international orders extra charges may apply in your country: 

**Customs taxes and fees may be added by your customs office and carrier once it arrives in your country. All additional charges must be paid by the customer at time of delivery.


Customers from New Zealand can use this calculator to generate an estimate on additional fees that maybe charged . For any other general questions regarding the importation of goods to New Zealand, please visit What's my duty? 

We recommend International customers contact their local customs agency to investigate local importation taxes and thresholds before purchasing. Any extra charge will be at the customer's expense. ZOMP is not liable for any extra charges.


HOW MUCH DOES SHIPPING COST?

Standard: $10

Express: $15

New Zealand: $15

China / Hong Kong / Japan: $30

Canada / United states: $30

Rest of the world*: $50

We offer FREE STANDARD SHIPPING on all Australian orders over $300.

Click here for details on SHIPPING.

 *exclusions may apply

 

WHERE DOES ZOMP ONLINE SHIP FROM?

To get your order to you in the fastest possible time, your order may be sourced and shipped directly from our office in Melbourne or any of our 8 stores nationally. Orders containing multiple units, may be despatched from different locations. If this is the case, you will receive the tracking details for each parcel.

 

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

For standard shipping, please allow 3 - 10 business days to receive your order. For express delivery, allow 1 - 4 days to receive your order. This is a guideline only.

Orders are processed within 1-3 business days. Australia Post delivery counts the first business day as the following day (day after lodgement).

Click here for details on SHIPPING. 

Any complications that may occur with your order will be communicated to you via email, so please make sure you provide a current and correct email address.

 

DO I NEED TO SIGN FOR MY ORDER?

To ensure that your purchases arrive safely and in perfect condition, we require proof of delivery for all orders. Therefore, we are unable to authorise for packages to be delivered without a signature.

 

HOW DO I TRACK MY ORDER?

You can check the status of your order by logging into your account. Orders set as "Complete" have now been despatched and you will need to check with the shipping provider on the progress of your parcel to your door.

Once your order has been despatched, you will receive an email containing a link with your tracking number to track your parcel. Alternatively, you can copy your unique tracking code into the following sites to get an update on your delivery. Please visit Australia post . Customers from New Zealand can also use: New Zealand post .

 

WHAT IS YOUR RETURN POLICY?

DOMESTIC ORDERS

Returns are accepted up to 14 days after purchase and must be in brand new, unworn condition with the original shoe box. Returns are at the customers cost.

If you would like to exchange a product, ZOMP will send out the exchange at no extra cost.

Click here for details on RETURNS.

 

INTERNATIONAL ORDERS

Returns are accepted up to 21 days after purchase and must be in brand new, unworn condition with the original shoe box. Returns are at the customers cost.

If you would like to exchange a product, exchange shipping is also at the customer's expense. You will be recharged freight via our secure payment gateway.

Click here for details on RETURNS.

 

CAN I EXCHANGE MY ITEM?

Yes, please fill in the ‘return form’ provided in your package with the details of the exchange shoes you require. Fill in style, colour, size and reason for the exchange. If there is a price difference we will refund/credit/charge accordingly. Please contact the online office customercare@zomp.com.au or 03 9650 5411 to check availability on sale products to ensure the style/size is available. Exchanges will be sent once your original order has been returned to online.

 

HOW CAN I CHANGE OR CANCEL MY ORDER?

If you would like to change or cancel your order from ZOMP, please contact our Customer Service department with your request as soon as possible by emailing us at customercare@zomp.com.au or 03 9650 5411. We try to fulfil each order as quickly as possible, so it is essential that you contact us quickly if you would like to request a change or cancellation. Once your order has been shipped, we are unable to make any changes or cancellations.

 

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

ZOMP accepts Visa, MasterCard and American Express. Powered by eWay credit card processing payment gateway. Domestic customers are also welcome to use zipPay. If you would like to learn more about zipPay click here.

Gift vouchers purchased online or in our stores from Monday April 11, 2016, may be redeemed online.

Credit notes issued in our stores are not accepted online.

 

IS IT SAFE TO USE MY CREDIT CARD WITH ZOMP?

ZOMP takes precautions to protect your credit card information. Our website uses a secure eWay Payment gateway.

Read our PRIVACY POLICY here.

 

CAN I ORDER OVER THE PHONE?

Unfortunately, due to security reasons, we do not take credit card payments over the phone. Please place your order online.

If the shoes you would like do not appear on our website, please contact one of our 8 stores to arrange the order and direct deposit payment.

 

DO I NEED TO CREATE AN ACCOUNT TO PLACE AN ORDER?

Yes, you will need to set up a ZOMP account to place an order online.

 

CAN ZOMP SHIP TO P.O BOXES?

ZOMP can ship to PO Box addresses within Australia. Unfortunatley we cannot send to PO Boxes internationally. Please provide a secure address where someone is available to accept the delivery during business hours.

 

WHAT IF I DIDN'T GET A CONFIRMATION EMAIL FROM ZOMP?

Once you place your order, and when your order is shipped, ZOMP sends a confirmation message to the email address you provided at checkout. It may take up to 24 hours to receive a confirmation email from ZOMP. To prevent emails from being blocked by spam filters or firewalls, add customercare@zomp.com.au to your approved senders list. You might also want to check your spam folder.

You can confirm that your order has been processed by signing into your account. Once you have signed in, you will be able to view your order information, order status, and tracking information.

If your order does not appear, please contact orders@zomp.com.au to confirm that we have received it.

 

WHAT IF I FORGET MY PASSWORD?

No problem. You can quickly set up a new one. Visit the "My Account" page and enter the email address you used when you signed up with ZOMP. Click on "Forgot your password?" and we'll email you a link to set up a new one. You'll be back online in no time.

 

HOW DO I BUY A GIFT VOUCHER?

Gift vouchers are now available for purchase online here! They may also be purchased in all ZOMP stores and are redeemable online and in any of our 8 stores nationally.

 

HOW WILL I RECEIVE MY GIFT VOUCHER IF I PURCHASED IT ONLINE?

  1. You can opt to receive your gift voucher in electronic form. This will be sent directly to the recipient by entering their email address. No postage charge incurred.
  2. Or you can also choose to have a physical gift voucher posted to you. This will incur a $10 (standard) or $15 (express) postage fee.

 

HOW DO I REDEEM MY GIFT VOUCHER?

  1. All gift vouchers purchased online may be redeemed via our online store or in any of our Zomp locations. 
  2. All gift vouchers purchased from Monday April 11, 2016 in our stores may also be redeemed online. Gift vouchers issued prior to this date are redeemable in store only. Find a store here.
  3. To redeem a gift voucher online, simply apply your Gift Voucher number and 4 digit PIN in the designated fields presented underneath the shopping cart. You will then need to press "ADD GIFT VOUCHER" to redeem the value of the voucher. You will notice the voucher is now sitting in the cart, and has reduced the payable balance presented on your screen. Please make sure the balance is correct before moving through the checkout. We are unable to use a gift voucher for your purchase once the order has been placed and has been confirmed

 

CAN I USE MULTIPLE GIFT VOUCHERS?

For online orders, only one gift voucher may be redeemed per transaction. If you wish to use two or more, please conact the online team for assistance via email orders@zomp.com.au or phone 03 9650 5411.
 
You can use multiple gift vouchers to pay in any of our stores.
 
 
 

HOW CAN I FIND THE BALANCE OF MY GIFT VOUCHER?

You can check the value on a current gift card at the payment stage by selecting CHECK GIFT CARD STATUS.

 

ARE THERE VARIANCES IN THE COLOURS OF PRODUCTS?

Please note that we have made every effort to display colours accurately on the ZOMP website, however consistency of colours may vary slightly between computer monitors.

 

WILL THE HEEL HEIGHT DESCRIBED REFLECT MY SIZE?

All the photographed stock is pictured and measured in a size 37-38, therefore the heel height may increase or decrease depending on the size you order. This is a guide only, as the heel height is a proportion of the length of the shoe.