STORE POLICY
Customer Care
We are committed to providing you with the best shopping experience possible. This Customer Care Policy outlines our dedication to customer satisfaction and details our procedures for addressing your concerns, inquiries, and feedback.
Our customer service team is here to help you. You can reach us through the following methods:
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Phone: +27 72 732 426
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Live Chat: Available on our website during business hours
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Business Hours: Monday to Friday, 9:00 AM - 5:00 PM
We aim to respond to all customer inquiries within 24 hours. For inquiries received outside of business hours, we will respond on the next business day.
Returns & Exchanges
We want you to be completely satisfied with your purchase. If you are not happy with your item, you may return it within 30 days of receipt for a refund or exchange. Please ensure the item is in its original condition, unworn, and with all tags attached.
Return Process:
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Contact our customer service team to initiate a return.
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You will receive a return authorization number and instructions on how to return the item.
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Pack the item securely and include the return authorization number.
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Ship the item to the address provided by our customer service team
Refunds:
Refunds will be processed within 7-10 business days of receiving the returned item. The refund will be issued to the original payment method.
Exchanges:
For exchanges, please specify the new item you would like to receive. We will process the exchange once we receive the original item.
Shipping Policy Disclaimer
At Zero Balance, we’re committed to delivering your apparel quickly, securely, and with care—whether you're in South Africa or across the globe. Please read through our shipping terms below to understand how we get your order to you.
🕒 Order Processing
Orders are processed within 10-14 days (excluding weekends and public holidays).Orders placed after 12 PM will be processed the next business day.Once your order is packed and ready to go, you’ll receive a confirmation email with tracking details.
🇿🇦 Shipping Within South Africa
We use trusted local courier partners for nationwide delivery.Standard delivery takes 1–4 business days, depending on your location.
Outlying or remote areas may experience slightly longer delivery times.
🌍 International Shipping
We offer international shipping via reputable global couriers.Delivery times range from 5–15 business days, depending on your region and customs.
Customs Fees & Duties: International customers are responsible for any applicable import duties, taxes, or customs fees in their country.
🛑 Shipping Delays
While we strive to meet estimated delivery times, Zero Balance cannot be held responsible for delays caused by: Courier service issues, Weather conditions, Customs procedures, Incorrect or incomplete shipping addresses.
Other unforeseen circumstances beyond our control.
📮 Address Accuracy
Please double-check your shipping details before completing your order. Zero Balance is not liable for delays or losses due to:Incorrect address input or Incomplete delivery information.
📦 Lost or Damaged Packages
If your order is lost or arrives damaged: Contact us within 7 days of receiving your delivery.
Email: info@zerobalance.co.za
We’ll work with the courier to resolve the issue and assist with a replacement or refund if applicable.
🔁 Non-Deliverable Packages
If a package is returned to us due to: An incorrect address, Failed delivery attempts. We will contact you to arrange re-shipping.
Please note: additional shipping fees may apply.
🔍 Order Tracking
Once your order ships, we’ll send you a tracking number via email. You can track your parcel: Through the courier partner’s tracking site Or via your Zero Balance account dashboard (if available)
Need Help?
We’re here to help if you have any questions about your order or delivery.
📧 Email: info@zerobalance.co.za