Refund policy


RETURNS & REFUNDS

We want you to be completely satisfied with our products and will gladly accept returns on all full-priced items within 14 days of receipt where the products are in new, unworn, unwashed condition with tags attached.

Australian Orders

Items can be returned, for any reason, within14 days of purchase.

You are welcome to:

  1. Swap for a different size.
  2. Get a full refund

Please ensure all returns & exchanges come back to us in their original condition, with tags & receipts. As soon as your return has cleared its inspection, it will be processed.

Returns Process

  1. Send a return request to info@dzlacompany.com
  2. Provide the Order Number.
  3. Specify whether you would like your refund processed to the original payment method or issued as a store credit. Return postage costs are the responsibility of the customer unless the item is faulty.
  4. Customer Service will then email for confirmation. Please note goods cannot be shipped back to us prior to the Returns Form completion.
  5. Package your items and drop off at your nearest Post office. We recommend shipping your package back via a traceable method for peace of mind (eg. Australia Post) and to retain your proof of postage until you have received confirmation that your return has been processed, we are not responsible for any lost or missing parcels.
  6. Once received, your refund will be issued within 5 business days. Please note that any shipping charges will not be included in the refund amount

 

Please note, once your order has been placed, unfortunately, we cannot make any changes or cancellations. We're sorry for any inconvenience.

  

ALL OTHER COUNTRIES

You are welcome to return for exchange or refund as per the process above. Please note DZLA does not offer free returns. The cost of international shipping can make it impractical to return, so please consider this when ordering.

 

SALE RETURNS

We do not offer refunds on any sale items unless faulty. An online store credit will be offered if the sales item is returned within 14 days of the purchase date. This includes any of our sale periods including boxing day sales.

 

FAULTY ITEMS

We will offer a full refund on full-priced or sale items at the discretion of our customer service team. We will reimburse return postage in this instance.

  

GIFT CARDS

Gift Vouchers may not be returned and are valid for 12 months from the date of issue.

All Gift Vouchers purchased through our website can only be redeemed through our Online Store.

  

EXCHANGES

Please note that we do not offer exchanges for online orders. If you would like to exchange an item, we recommend that you place a new order online and simply return your existing item.

If you have any questions about shipping and returns, please free to contact us via our online contact us section or via email at info@dzlacompany.com

 

DAMAGED ITEMS

At DZLA we take great care with each and every customer order and we do everything possible before items are shipped to ensure that they reach you in perfect condition.

However, in the unlikely event that you do receive an item that is damaged, please notify us via e-mail at info@dzlacompany.com within 48 hours of receipt stating the nature of the damage.

We will offer an exchange (if available) or a full refund upon receipt of the returned item, including return postage costs, up to the value of the original outward postage.

Refunds and replacements will not be issued for items sent back without first informing us of your intention to do so and stating the reason for the return.

 

Please return the item/s to:
DZLA Pty Ltd
ATTN: Returns
30 Maidstone Street
Altona
VIC 3018
Melbourne, Australia

 

STANDARDS & CERTIFICATES

At DZLA we focus on sustainability and an ethical process.

 

Ethical Standards:

Both DZLA and our suppliers and centers follow both the 'California Transparency in Supply Chains Act of 2010' and  'Modern Slavery Act 2015' which states commercial organisations that carry out all or part of their business in the UK, US and abroad are required to publish a transparency statement informing consumers about the efforts to eradicate slavery and human trafficking.

We are a part of the industry that can educate consumers on how to purchase goods produced by companies that responsibly manage their supply chains. We are all committed to ensuring ethical and fair-labor practices within our own operations and we seek and expect from our suppliers to do the same.

The structure of our organisation, business, and supply chains

99% of our products are via a print-on-demand order fulfilment process and distributed from our fulfilment centers in North America and Europe or Australia. We also contract a wide variety of various suppliers located in the US, the EU, and Australia to provide us with the materials for our production.

Our policies in relation to slavery and human trafficking

When we partner with suppliers, we ask them to sign an Anti-slavery or Forced labor certificate acknowledging that the supplier as well as its subcontractors will comply with all applicable laws that prohibit slavery and human trafficking. We also ensure high standards and expectations with respect to key areas of corporate responsibility, including a requirement for our suppliers not to support forced labor and not to collaborate with organisations that use illegal employment practices.

Due diligence processes

Our fulfilment centers and suppliers are required to comply with our policies which prohibit slavery and human trafficking within our supply chain. Within our own internal operations, a part of our initiative is to mitigate the risks for slavery and human trafficking along with policies which include Whistleblower, Anti-bribery, and Health and Safety policies.

 

Our Sustainability Journey & standards:

* We strive to use eco-friendly, recycled or organic materials for our products as much as possible.

* Are products are fulfilled mainly out of our centers in the US, Latvia, Brisbane or Melbourne with strict ethical standards & with around 81% of our orders being delivered in the same region they’re fulfilled, helps with reducing the CO₂ emissions produced when transporting orders.

* Our products are printed on demand for customers to avoid the over production of items & reduce the amount of textile waste that ends up in landfill to help the planet.

* We use either recycled cardboard packaging or packaging made of post-consumer recycled plastics.

* Our products are mostly free of chemicals and pesticides and hypoallergenic, causing fewer allergies and skin irritations. It's fair trade and socially ethical, and our suppliers are paying the organic farmers fairly and avoiding unethical industry practices, whilst reducing water and soil pollution; and there are no chemicals used in organic farming.

* The printing process uses biodegradable vegan NeoPigment inks made by Kornit, and they're water-based, toxin-free and non-hazardous. During the printing process our printing centers take care to dispose of any left-over ink according to our supplier guidelines, so we're not harming the environment.

 

Our supplier certification:

* The majority of our suppliers also follow the same values, and focus on sustainability and ethical processes as we do, and are GOTS certified & Vegan Certified (see attached examples from one of main suppliers).