Refund policy

ORDERS, SHIPPING & RETURNS

How do I track my order?

Once your order is on its way, you’ll receive a shipping confirmation email with your tracking details.

Need a hand? Say hello at HELLO@ZIRAFA.AU with your order number and we’ll be happy to help.

When will I receive my order?

Please allow approximately 3–7 business days for your order to be prepared before shipping.

Estimated delivery times once dispatched:

  • Australia: 2–14 business days

  • USA: 3–4 business days

  • Europe: 6–8 business days

  • Japan: 4–8 business days

  • International: 10–20 business days

Delivery times are estimates and may vary depending on your location, local carrier, customs and other circumstances outside our control.

Where will my order ship from?

ZIRAFA works with a global production and fulfilment network, allowing orders to be produced and dispatched from a facility as close to you as possible.

This helps us deliver ZIRAFA around the world while reducing unnecessary transportation, waste and overproduction.

What if my order is delayed?

If your order is taking longer than expected, please check your shipping confirmation and tracking information first.

We also recommend:

  • Checking that your delivery address is correct

  • Contacting your local carrier or post office

  • Checking around your property or with neighbours if your parcel is marked as delivered

Still no luck? Say hello at HELLO@ZIRAFA.AU with your order number and we’ll help you track it down.

RETURNS

What is your return policy?

As each ZIRAFA piece is prepared especially for your order, we do not accept returns or offer refunds for change of mind, including incorrect size, colour or design selection.

We will, however, make things right if your item arrives faulty, damaged, defective or incorrect.

If there’s an issue with your order, please contact us at HELLO@ZIRAFA.AU within 30 days of receiving your item and include:

  • Your order number

  • A brief description of the issue

  • Clear photos showing the fault, damage or incorrect item

Once we’ve reviewed your request, we’ll arrange an appropriate replacement, refund or resolution.

This policy does not exclude or limit any rights you may have under the Australian Consumer Law.

What if my item arrives damaged, defective or incorrect?

We want every ZIRAFA order to arrive exactly as it should.

Please inspect your order when it arrives. If you notice a fault, damage or have received an incorrect item, contact us as soon as possible at HELLO@ZIRAFA.AU with your order number and clear photos of the issue.

We’ll review the issue and work with you to make it right.

How do I return an approved item?

If your return has been approved, we’ll provide you with instructions on how and where to send your item.

Please do not send items back without contacting us first, as unauthorised returns may not be accepted.

REFUNDS

When will I receive my refund?

If a refund has been approved, we’ll let you know once it has been processed.

Your refund will be automatically issued to your original payment method within 10 business days.

Please keep in mind that your bank or credit card provider may take additional time to process and display the refund.

If more than 15 business days have passed since we approved your refund, please contact us at HELLO@ZIRAFA.AU.

Need help?

Questions about your order, delivery or an issue with your ZIRAFA piece?

Say hello — HELLO@ZIRAFA.AU

We’re here to help.