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zendie : Customer Help
Customer HelpAt our helpdesk you will be able to find questions and answers to most of our
frequently asked questions, which have been categorised for your convenience. If
you can't find the answer you are looking for then please contact us.
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About zendie.com
| Q.
What are your contact details? |
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A. All email enquiries should be sent to:
Our contact us
page.
Our offices are based out of Pyrmont, however our stockroom can be found:
Zendie
Level 2, 45-55 Epsom Rd
Rosebery NSW
2018
AUSTRALIA
ABN: 11 376 404 493
Orders can be placed and processed 24 hours a day 7 days a week via the website.
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| Q.
Do you have a retail shop? |
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A. Currently we are purely an online retailer and do not have any physical retail stores where you can view the products. |
| Q.
Is there a catalogue of your products available? |
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A. Currently there are no catalogues available however this may change sometime in the future. Because the website is constantly being updated it is best to check regularly for items you may like. |
| Q.
Is it secure to buy from zendie.com?
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A. At zendie.com, we promise that your information is secure. We are a DigiCert Inc verified site.
We promise to protect your personal information. Any page at zendie.com that asks you for personal information is highly secure. Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information.
To further ensure your security, we use 128-bit SSL certificate (Secure Sockets Layer) encryption to protect your personal information from unauthorized use. |
Product Information
| Q.
Do you charge any taxes? |
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A. As Zendie is an Australian business all
orders with an Australian billing address will attract GST. All prices marked on our website already include GST. International customers are not required to pay GST. |
Making an Order
| Q.
How do I place an order? |
A. Once you're done shopping, checking out is easy. You may always view the items you have added to your cart by clicking "view cart" button at the top of any page. You may also checkout by clicking on the "checkout" hyperlink located on the cart page.
Once you are viewing the contents of your cart, you may adjust quantities in your cart by changing the number to the left of items, and then by clicking "update" after all quantity adjustments have been made.
Once you are ready to checkout with the items in your shopping cart, click on the “checkout” button in your shopping cart. At this point if you have not registered with us before, you will need to click on “register” to sign-up for a new account. If you have already registered with us before, simply sign-in using your email address and the password that you created for the account.
Based on the contracts and relationships we have with our vendors, the merchandise sold on our site is intended for personal use only, and not for resale. We reserve the right to cancel orders that appear to be for resale purposes.
Now follow the checkout by entering your personal details and payment
information. Once complete you will be issued with an order confirmation and
invoice. |
| Q.
I have already placed an order, can I change it? |
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A. This will depend on the status of your order. Simply
contact us stating your order number and what you would like amended (Please be aware other colours / sizes are not always available). And we will confirm if
the changes can be made. |
| Q.
Can I cancel my order? |
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A. Again this depends how far your order is currently in our system. Simply
contact us stating your order number and that you wish to cancel your order. If it is possible we will cancel and issue a refund. |
Payment Information
| Q.
How long after receiving payment will the order be sent? |
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A. If payment is done instantly via our Payment gateway before 1pm EST, then your order will be dispatched the very same day. If payment is instantly made after 1pm your order will be processed the following morning of the next business day. If paying by direct deposit your order will be sent after payment has cleared in our bank account. Orders paid by direct deposit can take up to 5 days to process due to the delay in clearing funds within financial institutions; as soon as payment has cleared you will receive an email from us to notify you that your order is 'complete' and has been dispatched. |
| Q.
What currency
do you use? |
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A. All Payments are taken in Australian Dollars (AUD). If your purchasing from outside
Australia, the price will be converted to your own currency by your bank/card
provider. |
Delivery Information
| Q.
When should I expect my order? |
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A. We normally send all orders the same day after we receive your payment. Delivery
times are:
Within Australia- 1-2 working days
Rest of World - 2-14 working days
We highly recommend the use of our International Courier option for our overseas customers for speedy and trackable delivery. |
| Q.
Can you deliver anywhere? |
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A. We can deliver to anywhere in Australia as well as New Zealand, Asia, Europe, the UK and USA. |
| Q.
What are the delivery charges? |
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A. All orders are reliably shipped by Australia Post as well as EMS for International Courier deliveries. The costs begin at:
Within Australia- 1-2 working days - Flat rate of $8.00
New Zealand - Airmail: $18.00, EMS International Courier: $38.00
Asia - Airmail: $22.00, EMS International Courier: $42.00
Europe - Airmail: $32.00, EMS International Courier: $55.00
UK - Airmail: $32.00, EMS International Courier: $55.00
USA - Airmail: $29.00, EMS International Courier: $55.00
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| Q.
Can I track my delivery? |
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A. No, to ensure a speedy delivery we send all orders by Australian Express Post within Australia. This is sent through an Express system and ensures no delays in receiving your order. International deliveries are trackable if 'Express Courier International' is selected. However, items sent by Airmail do not come with tracking. |
Returns and Exchanges
| Q. What is your Exchange and Return Policy? |
| Returns and exchanges on full priced items are accepted on merchandise within 14 days of receipt for items that HAVE NOT BEEN WORN, ALTERED OR WASHED, and with ALL tags attached. Any items shipped out as an exchange will be subject to complimentary shipping.
Returns and exchanges on sale items (including discounted items) are accepted on merchandise within 7 days of receipt for items that HAVE NOT BEEN WORN, ALTERED OR WASHED, and with ALL tags attached. Sale items are not eligible for cash refunds and will be reimburst with store credit only. Shipping is also complimentary on sale items sent out as an exchange.
When we ensure that our goods:
- are of merchantable quality.
- are fit for the purpose that was made known to you or that are self-evident.
- match any description or sample given on our website or marketing materials.
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| Q.
How do I return an order? |
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A. To return your item package up securely in an appropriate shipping box or envelope and send the order back to us using the following address. (We recommend that you insure your package as this will provide you with recourse on your package, as we cannot accept responsibility for packages that we do not ship ourselves).
Zendie
Level 2, 45-55 Epsom Rd
Rosebery NSW
2018
AUSTRALIA |
| Q.
Do I have to pay for return postage? |
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A. All return postage must be paid by you. Please ensure the return is securely packaged and where possible send by trackable delivery service to ensure we receive your return. |
General Problems
| Q. Problem with checkout? |
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A. It may be because you have Norton internet security or equivalent installed and setup incorrectly.
zendie.com are committed to the highest levels of consumer protection. However, the technology we use to create your shopping bag (cookies, JavaScript, etc), can sometimes be misclassified by your security software as a threat. zendie.com do not employ any technology that can harm your computer. If you experience difficulties adding items to your shopping bag or using our checkout, please adjust your security settings (see below).
In Internet Explorer, setting the privacy setting (under Tools > Internet Options... > Security) to "Very High" or "Highest" prevents you from adding items to your shopping bag. The highest setting you can shop with is "Medium." Nearly all e-commerce sites require cookies to be set like this to function correctly.
How to Enable Cookies and JavaScript in Internet Explorer
Internet Explorer 6.0 or above (PC)
Cookies
1. Select "Internet Options" from the "Tools" menu in your browser.
2. Click the "Privacy" tab
3. Slide the slider bar to "Medium" (the third option from the bottom).
4. Click "Apply".
5. Click "OK" to close "Internet Options".
6. Close and reopen all of your web browsers.
Modify your security/firewall/anti-virus software settings
Zone Alarm
- In Zone Alarm, select Privacy.
- Under Cookie Control, click Custom
- In Custom Privacy Settings:
- Uncheck the box that says "Block session cookies"
- Uncheck the box that says "Block persistent cookies"
- Uncheck the box that says "Remove private header information".
- Uncheck the box that says "Expire Cookies"
- Click OK.
Norton Personal Firewall
- Double click on the Norton Personal Firewall icon in the tray.
- Click on the Open option in the pop-up menu.
- Click the Options icon in the Norton System Works menu box.
- Click on the Personal Firewall option in the Options menu box.
- Click the Advanced Options button at the bottom of the Norton Personal Firewall Options menu box to retrieve the default settings menu box.
- Make sure you are in the "Web" tab. There may be several domains already listed in this area.
- Click on the Add Site button at the bottom of the Web defaults window.
- You will need to enter www.zendie.com as a new default. This should active the default rules section of that window.
- Make sure the Cookies and Referrer (under Browsing Privacy) are set to permit as a default rule for the
www.zendie.com domain.
- Click OK, then click OK again
McAfee internet security
- Right-click the red "M" icon by your system clock.
- Click "Privacy Service."
- Click "Options."
- The McAfee Privacy Service window appears. Click the "Cookies" tab.
- Enter each website address from which you would like to allow cookies.
- Click "Add."
- Once completed, close the window. |
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