We get it—sometimes the shoes don’t fit, the colour isn’t quite right, or that dress just isn’t what you imagined. At Zando, we believe returning an item should be as simple and stress-free as possible. So, we’ve put together this easy guide to help you through the returns process, step by step.
Step 1: Logging Your Return
First things first, you’ll need to log your return within 10 days of receiving your order. It’s important to note that not all items can be returned, so make sure you check out the “What Items Can Be Returned?” section before getting started. Once you’re ready, you have the option to return your items either by dropping them off at our Zando warehouse or at the nearest Pargo drop-off point.
Step 2: Choose Your Drop-Off Point
After you’ve logged your return, sit tight—Pargo will get in touch within one working day. They’ll send you an email with your unique Pargo code, the due date, and a link to find the nearest drop-off point. You’ll also receive an SMS with your Pargo code and the due date, so you’re fully in the loop.
If you’re opting to drop off your return at the Zando warehouse, remember to do so within three working days. Our warehouse is open Monday to Friday, from 08:00 to 15:00, but is closed on weekends and public holidays.
Step 3: Preparing Your Items
Before you head out, make sure your items are ready to go. Here’s a quick checklist:
- Original Packaging: Make sure all items are packed in the packaging they came in.
- Multiple Items: If you’re returning more than one item from the same order, combine them into a single package.
- Order Number: Clearly include your order number on the outside of the packaging.
- Secure Packaging: Seal your parcel securely with tape or any other secure method.
Step 4: Stick to the Drop-Off Timeline
Time is of the essence! Please drop off your return within three working days to avoid having it cancelled. For returns made via Pargo, here’s how long it will take for your package to reach our warehouse:
- Main Centres: 2-3 working days
- Outlying and Regional Areas: 7-9 working days
Step 5: The Refund Process
Once your return reaches our warehouse, we’ll inspect it within 72 hours. After that, we’ll process your refund or issue you with store credit, whichever you prefer. For detailed information on how long refunds take, please refer to our Refunds section below.
How to Log a Return: A Quick Guide
- Log in: Head over to your Zando account and go to ‘My Orders’.
- Select Items: Choose the items you wish to return and provide a reason.
- Pick a Drop-Off Point: Choose whether you’ll drop off your return at the Zando warehouse or a Pargo drop-off point.
- Refund Method: Decide whether you’d like a refund to your original payment method or store credit.
- Review and Submit: Check your return details one last time and hit ‘Submit’. You’ll receive a confirmation email once your return is logged.
What Items Can Be Returned?
Not everything can come back to us, so here are the criteria:
- Return Window: You must log the return within 10 days of receiving your order.
- Condition: The item must be in a re-sellable condition.
- Eligibility: The item qualifies for a return.
- Packaging: The item is in its original packaging, with the tags still attached.
Non-Returnable Items
Due to hygiene reasons, we cannot accept returns for the following:
- Adult Items
- Bodysuits
- Cosmetics and Beauty Products
- Face Masks and PPE
- Fragrances
- Hair Care, Wigs, and Hair Pieces
- Jewellery for Piercings
- Lingerie, Shapewear, Sports Bras, Swimwear, Underwear, and Sleepwear
Refunds Timeline: What to Expect
After we’ve examined your returned product, we’ll send you an email to confirm whether the refund has been approved. Here’s a breakdown of how long each refund method might take:
- Voucher Refunds: Issued immediately after processing.
- EFT Refunds: Typically reflect within 48 hours.
- Card Refunds: May take up to 10 working days.
- UCounts: Reflect within 7-10 working days, or choose an EFT or Zando credit voucher instead.
- Discovery Miles: Reflect within 7-10 working days, with an option for EFT or a Zando credit voucher.
- Payflex & Mobicred: Refunded back to your respective account within 10 working days.
- Apple Pay: Refunds may take 7-10 working days to reflect.
- 1Voucher: Processed immediately after return completion.
Do keep in mind that customs fees are non-refundable. This applies to any global item(s) returned, as these import costs cannot be recovered.
Returning an item to Zando is a straightforward process, and we’re here to help every step of the way. If you have any questions or need assistance, don’t hesitate to reach out to our customer service team. We’re always ready to ensure your shopping experience with us is nothing short of delightful!
