Returns & Refunds - Go For Zero

At Go For Zero, we want you to genuinely love what you order from us. If something isn’t quite right, we’re here to help and will always do our best to make it right.

We accept returns as long as the products:

1. Have not been used
2. Have not had their seals broken
3. Are returned within the timeframes outlined below

Please read through the details below so we can help you as quickly as possible.

1. My order is incomplete or incorrect

If your order is missing an item or you received the wrong product, we’re so sorry about that. Please email Stephy within 3 days of receiving your parcel at askusanything@goforzero.com.au with:

1. Your order number
2. The item you received
3. The item you were meant to receive

We will get this sorted for you as quickly as possible.

2. My product/s arrived broken

Oh no, that’s not what we want for you at all. 

If you purchased shipping protection and your item was damaged in transit, please submit a claim through our Claims Portal, subject to the protection terms.

If you didn’t purchase shipping protection, or the item is faulty (for example, it doesn’t work as it should), please email Stephy within 3 days of delivery at askusanything@goforzero.com.au and include:

• Your order number
• A photo of the damaged or faulty item
• A photo of the outside of the shipping box (our couriers ask for this)
• A photo of the packaging used in the parcel (our couriers ask for this)
• A photo of the shipping label

We will organise a replacement or refund for you as soon as possible.

3. My parcel is lost, stolen or hasn’t arrived 

We know how frustrating this is, and we’re sorry.

If you purchased shipping protection, please submit a claim through our Claims Portal, subject to the protection terms.

If you didn’t purchase shipping protection, please email Stephy at askusanything@goforzero.com.au with your order number and we’ll work with our couriers to track down your parcel.

4. I’d like to make a return because I changed my mind

If you’ve changed your mind, that’s okay.

We’re happy to offer you store credit for the value of the returned item(s), excluding original shipping costs, as long as:

1. The item is unused
2. The seals are intact
3. The return is requested within 7 days of delivery

Please note:

• Returns are processed within 5 days of receiving the item back
• Collections and Sets must be returned in full
• For hygiene reasons, we cannot accept returns on:
  • Food items
  • Underwear and intimate products
  • Dental care
  • Skincare, hair care and makeup

Items purchased on sale are not eligible for return or exchange

A confirmation email will be sent once your return has been processed.

Please note: return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

5. I forgot to pick up my order and now it is returning back to you

If your parcel is returned to us because it was not collected, please email us at askusanything@goforzero.com.au.

Once it arrives back with us, we will notify you within 3 days so we can resend it to you. You will just need to cover the shipping cost for the new delivery.

6. Clearance sale items

Items purchased in our sale or clearance section cannot be returned, refunded or exchanged unless there is a genuine fault that was not mentioned on the product page.

7. Do I get a refund or store credit?

It depends on the situation you are in. For any:

• Faulty or incorrect items: you’ll receive a full refund or replacement
• Change of mind: you’ll receive a store credit (excluding shipping)
• Sale items: these are not refundable unless faulty and not listed in description
• Lost, stolen or damaged parcels with shipping protection: resolved through the Claims Portal, subject to the protection terms

8. When will I receive my refund or credit?

Returns are processed within 7 days of arriving back at our warehouse.

Store credits will be issued via email. Refunds for faulty items will be returned to your original payment method.

8. Still need help?

We’re real humans and genuinely want to help 💚. Never hesitate to email Stephy at askusanything@goforzero.com.au and we’ll look after you.

Thank you for making the world a better place with us, 

Ellie x