Citrine
Citrine
Customer Care
Contact Us
We pride ourselves on offering exceptional customer service.
Our Customer Service team are available:
9am - 5pm AEST / AEDT
Monday - Friday.
We aim to respond to all enquiries within 1 business day. Please allow an extra day during new collection launch and sale periods.
Order Processing
We aim to process all orders within one business day and ship orders placed before midday AEST/AEDT same day.
Please note that AusPost and StarTrack are currently experiencing delays due to an unprecedented volumes of parcels being sent. While some parcels are arriving next day, others are taking a little longer.
During collection launch, sale and promotional periods there may be a few extra days required for us to process your order - we will get to it as fast as we can!
Shipping times are a guideline and subject to change based on order volume, promotional periods, weather events, or other Australia Post or Startrack delivery issues and other unforeseen or unavoidable events beyond our reasonable control.
You will receive an automated email confirmation after your order has been submitted. Please ensure that your email address has been entered correctly.
Once your order is placed it is automatically sent into our warehouse system for processing. Once we begin processing your order we are unable to amend it. If you wish to cancel your order please contact us immediately. We will make every effort to accommodate your request however due to our automated warehouse process this may not be possible.
Once your order is shipped you will receive regular tracking updates as it makes its way to your door.
Shipping
All orders are sent from our Mister Zimi HQ in Melbourne, Australia.
Within Australia
- We offer Free Shipping for all orders over $150 AUD.
- Orders under $150 AUD have a flat $10 shipping rate.
- Orders are sent via StarTrack and once shipped, typically arrive next business day. Please note that AusPost and StarTrack are currently experiencing delays due to an unprecedented volumes of parcels being sent. While some parcels are arriving next day, others are taking a little longer.
- Parcels will be left at your address unless the shipping address is a unit or apartment block, but only if deemed safe by the delivery driver. If you require a signature upon delivery please contact us.
International Orders
- We offer Free Express Shipping for all orders over $150 AUD. (Excluding Import/Customs Charges)
- Orders under $150 AUD have a flat $20 shipping rate.
- Orders are sent via DHL Express - the fastest international shipping method available.
- Any Duties and Taxes payable on International Orders are the responsibility of the recipient and Mister Zimi has no control over import fees. Please see Importation Costs for further information.
- Signature upon delivery is required.
Returns
Click here to submit a returnWe want you to absolutely love your new Zimi! If your new item is not quite right we have the following return options available in addition to your rights under Australian Consumer Law:
All Full Price items can be returned for either a refund or store credit.
Sale items can be returned for a store credit.
The shipping cost to return item is payable by the customer.
Online orders are only able to be returned to our warehouse. Our retail stores cannot process returns or exchanges for online orders.
To avoid the disappointment of missing out on your desired item we do not offer exchanges. We recommend purchasing your desired item immediately and sending your original item for a refund or store credit.
Return Conditions
- Your return is initiated within 15 days of receiving your order (15 days after purchase for in store purchases)
- Your return is sent back within 7 days of being approved
- Item/s are in original condition (unworn and unwashed with all tags attached)
- Return authorisation has been approved via email
- The shipping cost to return item is payable by the customer
Mister Zimi reserves the right to deny a return if it does not meet the conditions above.
Submitting a Return
- Please submit your return request via our Returns Portal.
- Once approved, send the item(s) back to us with a copy of your approval email, or a clear reference to your order number.
MISTER ZIMI RETURNS
PO BOX 304
PRAHRAN, VIC 3181
AUSTRALIA
PH: +61 3 9917 3440
Please ensure you use a protective bag and a registered/traceable form of postage as Mister Zimi will not be responsible for goods that are damaged or lost in transit.
You will receive an email notification once your return is received and processed. Store Credits and Refunds are issued instantly on our end, but refunds can sometimes take up to 15 business days to be processed by your bank.
Issue with your order ?
If you encounter an issue with a Mister Zimi item our Customer Service Team are here to help you out !
Please email online@misterzimi.com with your order number, along with a description of the issue and our lovely team will be in touch to assist you further.
Payments
Payment Methods
Mister Zimi accepts the following payment methods:
- Credit cards: Visa, MasterCard, American Express
- PayPal
- AfterPay
- Credit note
- Gift cards purchased from Mister Zimi
Mister Zimi does not accept cheques, cash, money orders, or orders taken over the phone. Only one method of payment can be accepted per order, with the exception of credit notes and gift cards.
AfterPay
AfterPay allows you to complete (and receive!) your purchase now and make equal fortnightly payments directly to AfterPay.
Purchases can be made using AfterPay for values up to $1,200.
AfterPay customers must be over 18 years of age, have an Australian residential address and have a debit or credit card.
For more information on AfterPay please visit www.afterpay.com.au/terms.
Customs & Duties
All customers are responsible for customs/imports duties & taxes on orders outside of Australia. Mister Zimi is legally required to declare the full value paid on shipments and must include an invoice for customs should they require it.
We recommend contacting your local custom office for further information.
Terms & Conditions
Please review the basic rules that govern the use of and purchase of our products.
Website, Instagram and Facebook use:
Use of www.misterzimi.com constitutes acceptance of these terms and conditions. Mister Zimi may make changes to the information on our website and social media sites or to services described therein, at any time and without notice. Mister Zimi may change, move, delete or add to the site frequently.
Use restrictions:
All trademarks, service marks, trade names and photography are the property of Mister Zimi. No use of these may be made without the prior written consent of Mister Zimi. The products, logos, designs, advertisements and photographic images described or displayed are the intellectual property of Mister Zimi and may not be used without permission. Our website and social media sites as a whole are protected by copyright and trade dress, all worldwide rights, titles and interests are owned by Mister Zimi. You may not reproduce (except as noted above), publish, transmit, distribute, display, modify, create derivative works from, sell or participate in any sale of, or exploit in any way, in whole or in part, any of the contents of this sites. Mister Zimi garments can only be purchased for personal use and may not be resold or hired out for commercial use without the express written consent of Mister Zimi Pty Ltd. Any violation of this may result in legal action.
Communications and submissions:
All communications, comments, feedback, suggestions, ideas or other submissions offered to Mister Zimi shall be and remain the property of Mister Zimi. In turn, Mister Zimi shall be free to use the content of such communications (including ideas, inventions, concepts, techniques) for any purpose including development and/or marketing of goods and services. By participating in surveys, contests or promotions of this site or but requesting promotional information or updates, you hereby agree that Mister Zimi may use information about you for marketing, product development or promotional purposes and is under no obligation to pay the user any compensation for any submissions.
Products:
Products seen on Mister Zimi have limited availability and are subject to supply. Descriptions, specifications, colours and pricing are subject to change at any time and without any notice. Prices displayed on the site are quoted in Australian Dollars (AUD).
Links:
Mister Zimi may provide links or references to other sites, but is not responsible for the content of such other sites and shall not be liable for any damages or injury arising from that content.
Disclaimer:
By your use of this site, you acknowledge that use of this site is at your sole risk. That you assume full necessary servicing or repairs of any equipment you use in connection with your use of this site and that Mister Zimi shall not be liable for any damages of any kind related to your use of this site.
Limitation of liability:
Mister Zimi shall not be liable for any damages of injury resulting from your access to, or inability to access this site, or from your reliance on any information contained in this site.
Miscellaneous:
This site and its contents are displayed solely for the purpose of promoting Mister Zimi and its products and services. This site is controlled and operated by Mister Zimi Pty Ltd. Mister Zimi reserves the right to make changes to the information in the site or services described therein, at any time without notice.
Duration:
You may terminate this agreement at any time. Mister Zimi may terminate this agreement at any time without notice and deny you access to the site if you fail to comply with the provisions of this agreement.
We reserve the right:
- To cancel any order, at which time, we will immediately notify this action by email or phone, using the email address or number/s provided. We will refund the monies paid using the original method received.
- That all orders are subject to availability of stock.
- To take reasonable steps to verify that the order and credit details are bona fide.