Return and Refund Policy

Our clients are most important to us.  We know how important your gift order is and we try our utmost best to deliver by the date requested. However, this is not always possible due to unforeseen circumstances beyond our control. You agree that late delivery does not constitute a failure of our agreement, and does not entitle you to cancel an order.

Incorrect information can result in delays in delivery. For deliveries to business addresses please include the business name with your order. If Gifts By Zara is charged a re-delivery fee by one of our couriers because of inaccurate delivery details or if a patient has been discharged from the hospital, these will be passed onto you for payment. It is your responsibility to inform Gifts By Zara immediately if an order has not arrived, in which we shall follow up on. If you wish to query a delivery, please contact us at giftsbyzara@outlook.com.au

Unsuccessful Delivery of Goods:

• Occasionally a parcel will be returned to us for one of the following reasons:
  • There was no response from the recipient to arrange re-delivery.
  • The recipient did not pick up the package from the post office or newsagent.
  • The recipient is not known at that address or has moved.
  • The address details are incorrect or insufficient.
  • The delivery was refused.
  • There was no access to a secure building or complex to deliver or leave a card.
  • The recipient was in a hospital or hotel and has been discharged or checked out.
  • The courier could not contact the recipient and there was nowhere safe to leave the parcel.
• If a parcel has an incorrect address, our couriers are unable to call the recipient to verify, and instead the parcel will be returned to us.
• Parcels cannot be redirected while in transit and will need to be returned to us before being sent to the new/correct address.
• We will inform you via email within three business days of the parcel being returned to us.
• An applicable redelivery fee will apply, to facilitate the delivery of the parcel to the same or an alternative address.
• Orders returned to us for any of the reasons mentioned above cannot be cancelled and refunded.

Damaged or Faulty Goods:

• We do everything in our power to ensure that your gift arrives in perfect condition, however occasionally deliveries are damaged in transit and we can not be held responsible for items once they have left our premises as they are in the hands of the shipping carrier.
• If you receive a gift that is not in perfect condition, please follow these steps:

1. Take photos of the damage (if visible) and send them to giftsbyzara@outlook.com.au so that we may assess the damage*
2. If no damage is visible or if the item is faulty or not as described on our website, contact us with details on giftsbyzara@outlook.com.au where this will be assessed.
3. Let us know how you would like the return to be processed:
   • Exchange for another item
   • Store credit
   • Refund to the original card or PayPal account used

            4. We will email you once the item has arrived back with us and the return has been processed

• The return must be received within 14 days of the original date of dispatch.

*Damaged or faulty goods are assessed on a case by case basis.