Frequently Asked Questions
ZapMaze is an Australian owned business focused on delivering quality and unique products at an affordable price. We personally handpick or assemble every item for sale. All the items on this website are things we love and are passionate about! We even feature some items you can't get anywhere else. We sell fun novelty items, fan culture merchandise as well as jewelry. Our In house team carefully hand assemble a selection of products, these include earrings, keyrings/keychains and necklaces.
CAN I ORDER ITEMS THAT ARE ‘OUT OF STOCK’?
We are unable to take orders for items that are currently out of stock as we cannot guarantee when they will next be available for dispatch.
HOW DO I KNOW WHEN AN ITEM IS ‘OUT OF STOCK’?
We track inventory and an ‘out of stock’ label will be displayed on the product.
HOW CAN I PAY FOR MY ORDER?
We accept payments from all major credit cards and we also accept PayPal payments.
WHEN IS MY CARD CHARGED?
Your card will be charged on successful completion of security checks performed by our payment provider. If we are unable to process your payment, we will contact you via email to inform you of this.
MY PAYMENT WON’T GO THROUGH, WHY IS THIS?
Payment may be declined for several reasons. If you do not have enough funds in your account to cover the total cost of the order. If you have supplied incorrect card details your payment may not be accepted. If you are unsure whether your payment has gone through, please do not hesitate to contact our customer service team who will look into it for you.
WHAT IS YOUR RETURNS POLICY?
Returns for change of mind are only available 7 days from the date of receiving the item. We accept returns on all products except earrings for hygiene reasons (unless they are faulty). Goods must be returned in good condition with their original packaging. The customer will pay for postage costs back to us.
HOW DO I RETURN MY ITEM(S)?
Our returns service is fast and hassle free. Just send us an email at firstname.lastname@example.org saying that you would like to return an item with the order number. When the item has reached us safely we will be more than happy to issue the refund. Customers are responsible for the item(s) reaching us so please send us an email when you have posted the item, and we will reach you via email right away once we have received the returning item. Please note: The customer will be responsible for postage costs (we recommend Australia Post).
HOW DO I POST THE RETURNED ITEM
Once we have received your email concerning the return we will email you our return address. Take an envelope/postage bag big enough and place the item(s) in. Please take a piece of paper and write “RETURN” and your returned item(s) order number, place it inside the envelope/postage bag. If the item(s) are fragile please ensure they are protected with bubble wrap or tissue paper. For those who have little to no experience with postage, again, we recommend Australia Post for returning items as it is relatively inexpensive. Please make sure you pay the correct amount in postage/stamps, Australia Posts’ calculator is here. If you need assistance for return postage please contact us at email@example.com
HAVE YOU RECEIVED MY RETURN?
We will email you as soon as we receive your returned item.
WHEN WILL I RECEIVE MY REFUND?
Your refund will be processed once we have received your returned item(s) Once received, we will send you an email to confirm. Refunds processed back to a debit/credit card will usually take up to 3-5 working days to appear in your account. Refunds processed via Paypal will usually appear in your Paypal account on the same day.
I HAVE RECEIVED AN INCORRECT OR FAULTY ITEM
It is important that you contact our customer service team before returning a damaged or incorrect item to us, please contact us at firstname.lastname@example.org
Please include your order number and picture of the incorrect or faulty item. We will send a replacement item immediately after we have confirmed that it is incorrect/faulty. If you would like a refund for the incorrect or faulty item please state so in the email.
We offer free delivery on our products. We use Australia Post to send orders. Australia Post business days are Monday to Friday.
You will receive an order confirmation email once you have placed your order and a dispatch confirmation once the order has been shipped. Australian orders will typically take 2-6 business days and for orders outside of Australia are estimated to take 6 business days. Express delivery takes 1-3 business days.
For express delivery there will be a $2 extra charge, please choose express delivery if you need the items to get to you quickly for an event such as a birthday party.
All Australian orders will include a tracking number.
At this present point in time we do not support tracking details for orders outside of Australia.
POSTAGE PRICING FOR THE REST OF THE WORLD:
All prices listed are in Australian Dollars (AU$)
International orders are estimated to reach you in about 6 business days
$1.75 Delivery: Orders under 50 grams
$6.40 Delivery: Orders under 250 grams
$15.50 Delivery: Orders under 500 grams
$25 Delivery: Orders over 500 grams