Orders & Shipping
The Online Store policies and processes
All orders are processed for shipment within 1 business day. Orders are shipped Monday to Friday.
Metro deliveries will arrive within 1-3 business days from the date of shipment, regional deliveries may take an additional 2-4 business days.
During sale periods we endeavour to deliver all orders within our regular delivery times, but due to occasional delays some deliveries may take 1-2 days business longer.
When your order has been placed, a confirmation email will be sent to your nominated email address.
In the case of any delay to processing times for any delivery service, you will be notified by email.
You are currently on our Hong Kong S.A.R based store, which ships to all regions of Asia, with the exception of countries located in West Asia.
The ZIMMERMANN Online Store currently offers two different packaging options for you to choose from during checkout:
You can choose to ship with our signature gift box packaging for your gifting experience. Our signature Gift Boxes are currently non-recyclable. We are working to phase these out and replace them with a new 100% recyclable signature gift box in the future.
Alternatively, you can choose to ship with our recyclable and eco-friendly packaging option.
Our eco-friendly option uses less packaging, such as our signature gift box to cut down on the materials used. Our eco boxes are made of recyclable material and contains a percentage of recycled paper, our tape, tissue and shipping labels are fully recyclable. Our stickers are not fully recyclable and we ask that you place these items in the general rubbish. We are working on providing fully recyclable options for all our packaging materials and look forward to sharing details of our 100% recyclable packaging offer soon.
Details on what packaging components can be recycled:
- White Boxes – 100% recyclable
- Consignment Labels – 100% recyclable
- White Kraft Tape – 100% recyclable
- Tissue Paper – 100% recyclable
- Stickers – currently non-recyclable. These are being phased out and replaced with a new 100% recyclable sticker
Note: When placing an order through Apple Pay, you will not have the option to select a packaging option. Your order will be shipped in our eco packaging option. Should you wish to change this you can reach out to our Client Services team here.
Exchanges will be shipped utilising Eco Packaging unless otherwise requested.
Based on availability, your order may be delivered in packaging different to the option you selected at checkout. This is to ensure all items are delivered in the most secure and protected packaging available.
Once your order has been shipped a unique tracking number will be sent to your nominated email address. You can track your order by clicking on the link provided in the Shipping email.
All deliveries must be signed for. Ensure someone will be available to sign for the delivery between 9 am and 6 pm.
We cannot deliver to PO Box, Parcel Locker or Freight Forwarding addresses. Orders to these addresses may be subject to cancellation.
Orders of multiple items may be shipped in more than one delivery. This will be indicated by receiving multiple shipping confirmation emails.
For shipping in Asia, we use DHL's Express International service.
Free Express Delivery Duty Paid (DDP) shipping is available on orders over $500. There will be no additional charges at checkout or at any stage during delivery.
Express orders below $500: $20
All prices are shown in USD.
All product prices indicated, and payments made on the Hong Kong S.A.R Online Store are in USD currency.
Deliveries to some countries are shipped on a Delivery Duty Paid (DDP) basis, which means you will not have to pay additional fees when your order arrives in your country. Duties and taxes are calculated based on the items ordered, your shipment destination, and the value of your purchase. These are added to your order total in the checkout.
The Duties and Taxes applied to your order is determined by your local customs authority and includes;
1. The Sales Tax applied by your country for purchases from Australia; and
2. Duties charged for processing by your country.
The final recommended retail price may vary depending on the delivery location. Deliveries to the following countries are shipped DDP:
Deliveries to countries not listed above will be shipped on a Delivery Duty Unpaid (DDU) basis, which means you may need to pay duties and taxes when your order arrives in your country.
Should you wish to return an item, Zimmermann do not refund international prepaid duties and taxes paid at the time of checkout for Delivered Duties Paid (DDP) orders or duties and taxes paid at time of customs entry for Delivered Duties Unpaid (DDU) orders. Contact your local customs office to obtain your tax refund.
While Zimmermann covers the costs of returns using the prepaid returns label within Asia, return postage costs are not refundable and we do not refund initial shipping charges for goods returned, other than for faulty items. All international returns should be shipped back to Zimmermann as goods returned to sender to ensure no duties and taxes are incurred for the return. For exchanged items Zimmermann will cover the shipping cost, however duties and taxes may be collected for the exchanged items as per our duties and taxes terms.
Any DDU orders refused upon delivery at either the final destination or customs will have the incurred duties and taxes deducted from the refunded amount and be subject to a 30 day return processing time.
Occasionally stock levels are not up-to-date on the Online Store, this means items may not be available at the time of purchase. The likelihood of this occurring is extremely rare.
If this occurs to an item in your order, you will be notified by email as soon as possible and offered a suitable replacement or a full refund.
If you require any changes to your order; including incorrect address details and/or item sizing, contact Client Services immediately.
If your order has already been processed, Zimmermann accepts no responsibility for incorrect details entered. However, our Returns process is available for changing incorrect items.
Shipments that are rejected by the receiver will result in the client incurring redirection fees. Zimmermann reserves the right to cancel any order after purchase.
Order details are available in order confirmation emails, and in My Account for clients who were logged in when placing their order. Alternatively contact Client Services for all Online Store and order enquiries.
Transaction processing is based in the US, your bank may apply international transaction fees.
We conduct ID checks on orders at random for your own security. If your order is selected our Client Services team will be in touch to request further information from you, which may be an electronic copy of a government issued ID or confirmation of a small amount refunded to the card or account you transacted from. If your ID cannot be verified it may result in your order being cancelled.
Sale only includes selected styles and excludes all new season collections. Sale prices are valid online within Hong Kong S.A.R. Zimmermann Online does not offer sale price adjustments or any form of price matching.
This policy only applies to the Zimmermann Online Store.