FAQs

FAQs - Online Shopping ...

1. Do I have to register to order online?
Retail customers have the option to either register for an account, providing a convenient way to keep track of previous orders and account history, or checking out as a guest user. If you are a wholesale customer, you must register for an online account from our sales team.

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2. How can I pay for my order?
Payment is required at the time you submit your order. Payment can be made using Visa, Mastercard (Debit or Credit) or Paypal via our SecurePay Encrypted Gateway.

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3. Are my details secure?
We take the privacy of our customers very seriously. We do not keep any credit card information. All payments made on our website are processed via a third party secure payment gateway.

We take all reasonable measures to ensure the personal information we hold about you is protected against loss and unauthorised access. We do not disclose your information to any third party, except where we may be required to by law.

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4. Can I get free shipping?
YES! For any order of $150 or more (shipped to an Australian address), we will not charge any freight or handling. Orders that fall below $150 are subject to a flat $15 fee (including GST)

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5. Can you ship Internationally?
Yes we can ship to many countries worldwide. For any international orders, please contact us via email (zilco@zilco.com.au) with your requirements. We will send you a quote for the items you require, including shipping. Orders shipped internationally may also be subject to import taxes and duty, and this is the buyer’s responsibility.

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6. When will my order be shipped?
We will do our best to process your order within 1 - 3 working days. Please note that this time frame will vary during busy periods such as Christmas or during sale periods.

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7. HOW will my order be shipped?
We have relationships with a number of freight providers. The method we use for your order will depend on its physical size and where we are shipping it to. For this reason, we are unable to ship to a PO Box.

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8. I live nearby. Can I come and collect my order from your warehouse?
We regret that we are unable to offer a Click and Collect service at this time.

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9. My order hasn’t arrived!! What do I do?
The first thing to do is log into your account and make sure that your order has been dispatched. The information for this may be found in the “Account Overview” section under “My Orders”. You will see a list of all your past purchases and their status. If your most recent order has been invoiced, check the date. If more than 5 business days have passed since your order was invoiced and shipped, please contact us via email (zilco@zilco.com.au) so that we can help you track the delivery status.

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