Policies

Refund & Exchange & The Nitty Gritty

EXCHANGES- 

  • Doesn't suit you? Incorrect size? Changed your mind? You can exchange (shipping at customer expense) or receive a credit note!
  • Exchanges (less postage) can be made but you must contact us first for us to agree on the return reason and shipping both ways will be at the customers expense.  Please email kate@fromzion.com.au
  • For an exchange - Contact must be made within 5 days of receiving the parcel. We must receive the return parcel within 14 days. If you return a parcel you must get tracking to follow the parcels whereabouts (parcels do go missing).
  • Ensure that the product is unworn, unwashed, and has the tags attached. (Sorry no garments that smell of washing powder, bleach, napisan (soakers), perfume, deodorant or have makeup stains or marks on them will be accepted).
  • We do not hold items while we wait for your return to arrive. In some cases, by the time we receive your return package - we may no longer have those items. We will contact you with varying options.
  • Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

FAULTY-

  • Just opened your parcel to find there is a manufacturer fault, or its damaged? Please email kate@fromzion.com.au straight away, with your order number, a picture and description of the fault and your issue will be sorted out for you!
  • If any item is faulty on our part, we will offer you a Refund, Exchange, Repair or Compensation. Assessed case by case.
  • Please be aware it is at the discretion of the company to deem an item faulty.
  • Ensure that the product is unworn, unwashed, and has the tags attached. (Sorry no garments that smell of washing powder, bleach, napisan (soakers), perfume, deodorant or have makeup stains or marks on them will be accepted).
  • Please note we don't provide refunds for change of mind or sale items unless faulty.
  • Any Refunds will be processed via the original payment method when you placed your order.
  • Depending on where you live, the time it may take for your exchanged product to reach you, may vary. Exchanges: We do not hold items while we wait for your return to arrive. In some cases, by the time we receive your return package - we may no longer have those items. We will contact you with varying options.


WRONG ITEM RECEIVED or MISSING AN ITEM-

  • So Sorry about the mix up. We can send you the correct item ASAP.
  • Please email kate@fromzion.com.au with your order number, a pic and description of the incorrect item and will be sorted out for you!
  • We will cover the postage for the correct item to be sent to you and the incorrect item being returned to us.
Copy/paste from the Fair Trading Website:
The business may take into account how much time has passed since you bought the product considering the following factors:
  • type of product
  • how a consumer is likely to use the product
  • the length of time for which it is reasonable for the product to be used
  • the amount of use it could reasonably be expected to tolerate before the failure becomes noticeable.
  • In some return circumstances a credit note may be issued. 
  • 'Change of mind' or incorrect choice is not a valid reason.
  • Consumer guarantees do not apply if you:
  • misused a product in any way that caused the problem. We monitor very closely the kind of issues that arise commonly and the type of issues that are rare or never seen before.
Businesses do not have to pay for damages or losses that: are not caused by their conduct, or their products relate to something  independent of their business, after the goods left their control.

AfterPay and ZipPay returns/exchanges

The process involved for refunds or exchanges if you used these alternative payment methods works a little differently and will be explained by our office staff.

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SHIPPING

  • Prices for shipping will be calculated during checkout depending on your order weight and location
  • Free shipping worldwide when you spend over $200 AUD.
  • Flat rate $7.99AUD shipping in Australia
  • Every package includes a tracking number which you will be emailed once sent.
  • We cannot control what happens once the package is in the hands of the courier. You should contact the courier company with your tracking number to make any enquiries. We are not responsible for lost packages, however we will help you as much as possible if the courier company gives final indication that the package is infact 'lost'.
  • We ship in Australia via Fastway Couriers for the majority of addresses and Regular Australia Post for Po Boxes and areas outside of Fastway's zoning.
    (We do not offer 'Express Post' due to the fact that we are in an area classed as 'rural' and the express packages leave on the same aircraft as the regular parcels, therefore they do not arrive to you any faster and it would be a waste of your money)
  • We ship Internationally via DHL.
  • We do not combine shipping on separate orders. Due to the volume of orders that we get each day - every order gets printed out in correct order of when it was placed, to be packed as is. We avoid making any changes to orders once made so that the least mistakes get made as possible. Thank you for your understanding.

NOTE: This means that we cannot add/edit orders once completed, and we cannot cancel an order due to change of mind

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MOCCS

All No Frills Moccs have rubber Non-slip grip sole pads.
Ballet moccs do not have rubber grip sole pads.
All moccs now have an extra layer of leather as an inner-sole to protect your little ones feet from those hard rocky surfaces!

(It is still a soft sole leather mocc not a hard thick sole. Its designed to allow your childs foot to mould and develop naturally without pressure and forceful moulding of a hard shoe)

Please dont let your little ones sit and play with the moccs (or run in the mud at the park!). The nature of soft leather means that no matter how old/young, strong/weak your child is, the leather COULD be ripped or damaged and you dont want that! :) They are designed to be worn on your feet  as a fashion shoe and have been tested in that way.
Be sure to care for your moccs, they are not a hard $5 shoe from KMART, they are a soft leather handmade Moccasin. Fringes will curl, try to pat them down after each use and lay your moccs flat. Also, give your moccs toes a 'massage' from time to time to give it that nice rounded edge if they have been squished.
If you get spilled milk on your moccs (or anything!) just use a wet cloth to wipe and dab your moccs, leave them to dry (not in the sun) - they will feel a little stiff after they have dried, but a couple of wears will soften them again.
If your child is a "toe-scraper" holes and scuffs will eventually form in ANY shoe that you buy. But again, Moccs are a soft leather and can scuff easily but your moccs should last you until your childs grows out of them.
If there is any kind of fault with your moccs (a fault is not a change of mind or wrong size or style. Neither is it anything outlined about leather characteristics in the sections above), please contact us and we can discuss the issue and reach a resolution. For eg. Sometimes the elastic gives way from all the stretching. 

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Leather and Materials

All of our leather is Genuine. It is dyed with completely safe and 'up to par' dyes. Because we avoid the crazy chemicals, the colour can come out a little if they get wet/sweaty. (moccs are not gumboots, they are a fashion shoe) Please remember that leather is a natural product so will always have slight colour variations and texture/crackle differences and random markings from different areas of the hide. Leather also has some areas that appear to stretch or pull and you may be worried that the moccs are slightly different shape or size. Please be assured that every pair of moccs is made to pattern and size. The beauty of moccs is that after just one wear, they will begin to mould your childs foot and stretch into perfect shape for your pre-walker or walking-toddler. We back the research that shows children can develop more naturally in a soft soled moulding shoe and are not hindered or forcefully positioned by a hard soled shoe. I personally love leathers character, and these are the only shoes that my son didnt trip over while learning to walk. He has worn them all the way past 3 years and will continue wearing them until I dont have a pair big enough!

Our clothing is all made from the most beautiful, soft, stretchy Bamboo/Spandex mix! Its truly incredible and you wont believe me until you feel it! The care instructions are on the tag inside the clothing item.

Our blend includes 5% spandex which has incredible double stretch and always snaps back into shape! Just be aware that stretch clothing is sewn like all fabrics (with non stretch cotton thread) and you can easily break the threads/seams if you do not care for your items gently. However, We use a specific style of stitching to allow for movement in the threads to combat the threads breaking as easily!


Natural Fibres will 'fluff' when friction is caused. This is a natural occurrence just like pilling on wool, or cotton having a tendancy to shrink, or jersey stretching out of shape, or linen badly creasing. These things are not faults, just a characteristic of each fabric. Bamboo has its own pros and cons, however its endless pros FAR outweigh the cons.

 

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Where are fromZION products made?

fromZION utilises a mixture of both Australian and International Materials, Goods and Services. We always make sure that the quality and feel of our product is something that we would be happy buying ourself. In any aspect that is sourced internationally, we have made sure that our suppliers are completely ethical, have good working standards, conditions and pay.
Jasmin originally made every single pair of moccs herself but as the business grew and demand got out of hand, we had to think bigger. We now have 2 Manufacturing teams working for us.

Our clothing is made in China where they have the worlds largest renewable bamboo source!

Our moccs are made in Pakistan.

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Hurry!

We are a "Ready to Ship" shop! which means that we have the stock on hand to send out straight away. However due a large volume of orders that come through in one go, we do need up to a 7 business day turnaround time to pack before we ship your package. Sometimes we can get them out sooner!

Every package that we send includes a tracking number and you will be emailed as soon as the package is picked up by the courier.

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    ***Bulk purchasing and Illegal resale of fromZION items will be appropriately dealt with.***

    Remember when emailing that 'we' are a little family behind those emails and not a multi-million dollar company. We care for our customers (we wouldn't be where we are, without you!) and will try our best to rectify any situation, but we cant refund everyones argument. This is why we have tried to outline everything above for your information. In most cases we will reply within hours or less. Sometimes we are unable to reply for 48 working hours, and this is because 'we' are a families with children that can make things unpredictable.