FAQs
What is your return policy?
We offer a full refund on all merchandise purchased online, unless it's marked "FINAL SALE - NO RETURNS". Items marked as FINAL SALE are only eligible for a refund if deemed faulty. FINAL SALE items can be exchanged for a different size of the same item pending availability of the desired size. Return shipping will not be covered by Carla Zampatti.
Please note there is no refund on shipping charges unless the item was faulty. You can also elect to receive credit note for the product value. Merchandise must be returned within 14 days of receiving it.
Merchandise must be in a saleable condition with all tags attached and must not be worn, damaged, altered or washed.
If your purchase was made in one of our boutiques, you will need to bring it back to one of our boutiques within 14 days and you can only exchange it or receive a credit note.
For orders placed on David Jones or other platform you will need to bring it back where you purchase it from or contact them directly.
How do I return my online order?
We are sorry to hear your order wasn’t suitable. If you have ordered this on the Carla Zampatti website, you can post your item/s back to our head office:
Carla Zampatti Returns
82 Cope Street
WATERLOO NSW 2017
Australia
Include in your parcel the invoice/paperwork you received with your order and just write down what you would like us to do with that: exchange for a larger/smaller size or refund to original payment method.
Your return will be assessed and if eligible, your refund will be processed. You will receive a notification from customer care when this occurs. For refunds, please allow up to 5 business days for the funds to be deposited back into your account.
Alternatively you are welcome to drop it off in one of our boutiqes and the store will process the refund. Please note, boutiques only and not David Jones concessions.
How long does domestic shipping take?
It usually takes us 1-3 business days to pack and dispatch your order. We then use only EXPRESS DELIVERY and it would take 1-2 business days for Australia Post to deliver it, depending on your location. Please allow an extra 2-3 business days during peak sale times.
Do you offer same-day delivery?
At the moment this is only available on selected items and for addresses within 35km from our Waterloo (Sydney) Head Office. If your order is eligible, the option will be displayed at checkout. The delivery cost is calculated at checkout and is based on distance. Orders placed before 11.30am Monday-Friday will be delivered on the same day. If placed after 11.30am or on a weekend/public holiday, they will be dispatched on the following business day.
How much does shipping cost?
Express Shipping is complimentary on all domestic orders over $499. For orders under $499, it is a flat rate of $15.
What buy now, pay later solutions do you offer?
We currently offer Afterpay (instore and online) and Klarna (online only).
How does Afterpay work?
When selecting Afterpay at check out, you will not have to pay the full amount of the purchase up front. Instead, you will pay it off in quarterly instalments to Afterpay every two weeks. For example, if your order total is $400, every two weeks you would have to pay $100 until you have paid off the full amount.
You can find more information here.
How does Klarna work?
When you choose Klarna at checkout, you’ll get the option to shop now and pay later for your purchase. You can choose Klarna if you order is below $1,500. It is easy, safe to use, and you’re always covered by Klarna's Buyer Protection.
You can find more information here.
What if I receive a faulty item?
Please email customercare@carlazampatti.com.au with your order number and an image that outlines the fault so that we can provide you with a suitable solution.
What if I want to purchase an item that is currently out of stock?
You can register your interest by selecting your desired size and selecting “Email me when available” on the bottom-right corner. We will notify you via email if more stock becomes available.
How can I check my gift card balance?
You can check your gift card balance at this link.
Can I edit my order?
If you require alterations to your order or have incorrectly ordered an item or an incorrect size, please contact customer care immediately so that we can rectify the issue before your order is packed and sent to you.
Please contact customercare@carlazampatti.com.au or call 0421 394 163 for assistance
INTERNATIONAL ORDERS
Do you ship internationally?
Yes we do. Our website will automatically display prices in your local currency and once you are at checkout, you will see local payment methods and calculations for any relevant shipping, duties, taxes and other customs fees.
What is your return policy for international orders?
We offer a full refund on all orders, unless they are marked FINAL SALE, and provided the item is in a saleable condition with all tags attached, not worn, damaged, altered or washed. You'll need to contact customercare@carlazampatti.com.au within 14 days of receiving it. Please note there is no refund on shipping charges unless the item was faulty. If eligible, we will create a return shipping label for you and we will deduct that cost, along with custom fees, from the refund once it will be processed.
Are duties and taxes included at checkout?
Duties and taxes are calculated based on the items ordered, where they were made, your shipment destination and the value of your purchase, and will appear as a separate line item at checkout (this is the case for US, Canada and Brasil), if not already included in product prices (this is the case for New Zealand, UAE, Saudi Arabia, Japan, UK and countries in Europe). There is nothing else that you will need to pay to receive your order.
Some countries, like China and Korea, will see a line item at checkout with duties and taxes and they can decide if they want to pay them at checkout out or upon delivery. If the latter is chose, it will be the customer’s responsibility to pay them.