FAQs

(1) Please contact us immediately and if your order has not yet shipped we will cancel it for you and provide a refund if already paid.
(2) If your item has already shipped then within 14 days of purchase Zdirect may accept, at our discretion, a return of incorrect (including change of mind) goods ordered by a customer providing the goods are in resalable as new condition, in other words, providing; the goods have not been used, any sealed packaging has not been opened, all packaging is as new.
A return authorisation is required and (i) shipping is not usually refundable and (ii) a restocking fee of up to 20% may apply however this fee will usually be waived providing the correct goods, or other goods, are ordered and paid for. (EXCEPTION. Sorry but there are no refunds on personal hygiene and grooming products for health reasons, AND games, DVDs and software for copyright reasons).

Where you have chosen to return an item/s shipping is your responsibility and at your cost. Where we have facilitated return shipping on your behalf we will charge you to reimburse our shipping costs. In the unlikely event an item is being returned to us because of a fault or deficiency we usually cover the cost of shipping for return and replacement.

If you need to return an item, please read this page carefully to ensure your return is handled correctly, and then contact customer service for a return authorisation number.
The vast majority of orders are delivered without a hitch, but understandably from time-to-time things go wrong and you may need to arrange a return.
The item I received is not the item I ordered.
Provided the item is unopened and in new condition, we’ll replace the item or provide a full refund. To receive your replacement or refund you must return the original item to us. You will be provided with a no-cost return-addressed courier satchel (or similar). We process your refund or replacement within 2–3 days of receiving your item.
The item I ordered arrived faulty or didn’t work as intended.
Please contact us. Often some after sales service and technical support may resolve an issue. In the unlikely event the product is defective or faulty please arrange with us to return the item for testing. If we confirm that the item was faulty before leaving our warehouse, or was faulty out of the box, your item will be repaired or replaced by us. A refund may also be offered in some circumstances.

In the unlikely event an item was damaged in transit please contact us without delay. We arrange for the items return and once the damage has been verified your return will be processed promptly for replacement.

It may take 2-5 business days for your return to reach the Zdirect centre. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 2 days. Please note that depending on your credit card company, it may take an additional 2 – 10 business days after your credit is applied for it to post to your account.

Orders are usually processed and shipped out within 2 business days. New Zealand orders are usually sent via overnight courier.

Deliveries to Australia, the South Pacific, and elsewhere, are usually sent via Airmail and less frequently courier.

New Zealand generally orders should be received within 3 business days, sometimes faster.
For example with New Zealand shipping addresses if you order on Monday your item will be shipped Tuesday with delivery Wednesday. Sometimes it may take and extra day for delivery to residential or Rural addresses.
For Australia and the South Pacific the targeted delivery times vary between 4 to 10 business days.

Please email us if you would like to track your order and if available your tracking link will be provided.

1. If the billing information you provided does not match what your bank has on file (including address and telephone number), your order may be delayed.
2. Industrial action including strikes, bad weather or a mismatch between Credit Card information and shipping address may all cause delays.