Refund policy
At Zurielite, every piece we carry is authenticated, curated and held to the highest standard before it reaches you. We want you to shop with complete confidence. If something isn't right, we are here to make it right.
Our Authenticity Promise
Every item purchased through Zurielite is 100% authenticated. In the unlikely event that an item's authenticity is disputed, we will resolve the matter in full — no exceptions.
1. Return Window
Return requests must be initiated within 30 calendar days of the date your order is marked as delivered by the courier's tracking system. Requests submitted after this period cannot be accepted, due to the processing requirements of our international fulfilment partners.
Items marked as Final Sale are not eligible for return or exchange unless found to be faulty or not as described.
2. Item Condition
To be accepted for return, items must be received in their original, unworn condition. This means:
- Unused and unworn, with no signs of wear, alteration or damage
- All original designer packaging included and intact — dust bags, shoe boxes and display cases are considered part of the item
- All designer tags, price labels and security seals fully attached and unbroken
Items that do not meet these conditions will be returned to the sender and are not eligible for a refund or credit.
3. Return Reasons & Resolutions
Faulty, damaged or incorrect item If your item arrives faulty, damaged in transit, or different from what was ordered, Zurielite will cover the full cost of return shipping and offer you a replacement or full refund — in accordance with your rights under Australian Consumer Law.
Change of mind If you have had a change of mind — including size, fit or preference — we are happy to offer a store credit valid for 12 months from the date of issue. Return shipping costs in this case are the responsibility of the customer.
All returns must be sent via a tracked and insured international courier service (DHL, FedEx or UPS). Zurielite cannot accept liability for items lost or damaged in return transit.
4. How to Return
Returning an item is straightforward:
- Email returns@zurielite.com with your order number and reason for return to request a Return Merchandise Authorisation (RMA)
- Our team will respond within 1–2 business days with your RMA number and the correct return address
- Ship your item using a tracked and insured service and share the tracking number with us
Please do not ship your return without a valid RMA number, as unauthorised returns cannot be processed. The return address will be confirmed by our team — please do not use the address on the original shipping package, as our fulfilment network operates across multiple locations.
Once received, returns are inspected and processed within 10–15 business days, after which your refund or store credit will be issued.
5. International Orders — Duties & Taxes
For orders outside Australia, import duties, customs fees and local taxes are the responsibility of the recipient and are not included in the purchase price. If a delivery is refused due to unpaid customs charges, the following will be deducted from any eligible refund: the original shipping cost, the return shipping cost incurred, and a 20% restocking fee.
6. Australian Consumer Law
Nothing in this policy limits or excludes your rights under Australian Consumer Law. Where those rights apply, they take precedence.
Questions?
Our team is available to assist with any questions about your order or a return. Email: returns@zurielite.com