Frequently Asked Questions

Zala and Friends accepts VISA, Mastercard, AMEX, Shop Pay, Apple Pay, Google Pay & Afterpay.

You can only use one discount code per order.

To request a return, please send us an email on hello@zalaandfriends.com and we will advise you on what to do next. There is a 30-day window (from the day it was delivered) to return an item. The items being returned must be in the same condition you received it in, pet hair-free and still in tags. Please note that Zala and Friends are not responsible for shipping costs to return items back to us, unless we have sent you an incorrect item and require for them to be shipped back to us. We do not do exchanges, only refunds - so you can re-order once the refund is processed.

If your return request is successful, we will send you the return address. Once we receive the item and have inspected it and confirmed it is up to our standards, a refund will be processed to the payment provider you initially paid with. Please allow up to 2 weeks for the refund to bounce back into your card/bank/payment provider.

We aim to ship and process your order within 3-7 business days. You will receive an email from us notifying you that your item has been shipped with a link to a tracking number from Auspost. Please allow 7 business days from shipping for your item to be delivered (Australia-wide) and 15-30 business days for international orders.

When your package arrives in your destination country, customs and import fees may apply. Before your parcel can be released for delivery, you must pay these fees. These fees are unfortunately beyond our control, and Zala and Friends will not be liable for these fees. Before placing an order with us, contact your local customs office to find out how much you may be required to pay.

Absolutely we do!

If you put in the wrong address during checkout, please send us an email ASAP at hello@zalaandfriends.com. Unfortunately, if you noticed a little too late and the order has been shipped, we are unable to do anything, nor will refunds be accepted in this case.

Once your order has been shipped, you will receive an email from us with a link to your tracking number from Australia Post.

If your order has not been shipped yet, we can cancel your order. Please send us an email at hello@zalaandfriends.com with your order number, name & address details.

A confirmation email is sent to the email you provided at checkout. Please check your spam/junk folders just in case they ended up in the wrong folder, however, if it's not there, contact us and we are able to resend it.

If you received an incorrect item, please let us know ASAP. We kindly ask you take a photo of the item and its size (if applicable) and I will sort it out.

If you placed an order and forgot an item, you can place another order and we will refund one of the shipping costs of the order so it doesn't double up.

You can submit a form here - brand ambassador form.

Zala and Friends do not give out free items, nor do we do collabs in exchange for a post/free items. Please refrain yourself from asking as being a small business, do not appreciate getting messages like this.