FAQ

Returns

I have received an incorrect item

We're so sorry if you have received an incorrect item in your order. Please let us know straight away by contacting our Customer Services Team on 0800 042 092, or by emailing webshop@stormnz.com. We will resolve this for you as quickly as possible.

Our Online Returns Policy

FULL PRICE RETURNS / EXCHANGES

STORM will happily exchange or refund any full price item purchased through stormonline.com.
Returns must be received within 14 days from the original purchase date. Items received outside of this period will not be accepted.
Returned items must be in original condition and not worn, altered or washed. Items must have all tags and packaging attached.

You can exchange any full priced product purchased at our online store by sending the product back to our distribution centre. Please include a copy of your invoice, and a completed returns form.
Please note that the online store may be out of stock for the new size and colour you are after.

The address for our web distribution centre in NZ is:
Storm Online
7 Kordel Place
East Tamaki
Auckland 2013
New Zealand

Footwear must be returned to us unworn, in the original unmarked box. When returning the footwear box please ensure that it is well protected as the box is considered part of the product.
We will assess the item once returned to ensure it meets our criteria before a refund or exchange will be processed.
Shipping charges are not refunded unless the item is incorrect or faulty.
Items purchased online can be returned for an exchange at any of our STORM stores. You may take the item you wish to be refunded into a STORM store and they will courier it to our online store for you. The refund will then be processed at our online store.
Purchases made in STORM stores cannot be returned to the online store.
STORM is not liable for the loss of items being returned. We recommend using a traceable delivery method and taking note of your tracking number.


SALE PURCHASE RETURNS / EXCHANGES

Special Note: Sale orders made from Christmas Day December 25th 2017 onwards, at a further 20% off sale, are final sale and cannot be refunded or exchanged.

All items brought on SALE during a DISCOUNT CODE promotion are final sale and cannot be returned for a refund or exchange.

Items brought on general SALE (without the use of a DISCOUNT CODE) can be exchanged for an item of equal or greater value, if returned within 14 days from the original purchase date.
Please note that we are not able to offer refunds for SALE items. If you return a SALE item to us for a refund, we will be unable to process it and will have it shipped back to you at your own expense.

You can exchange general SALE items purchased via our online store by sending the product back to our distribution centre. Please include a copy of your invoice, and a completed returns form.
Please note that the online store may be out of stock for the new size and colour you are after.

The address for our web distribution centre in NZ is:
Storm Online
7 Kordel Place
East Tamaki
Auckland 2013
New Zealand

Footwear must be returned to us unworn, in the original unmarked box. When returning the footwear box please ensure that it is well protected as the box is considered part of the product.
We will assess the item once returned to ensure it meets our criteria before a refund or exchange will be processed.
Shipping charges are not refunded unless the item is incorrect or faulty.
Items purchased online can be returned for an exchange at any of our STORM stores. You may take the item you wish to be refunded into a STORM store and they will courier it to our online store for you. The refund will then be processed at our online store.
Purchases made in STORM stores cannot be returned to the online store.
STORM is not liable for the loss of items being returned. We recommend using a traceable delivery method and taking note of your tracking number.

For any enquiries regarding Returns & Exchanges, please call STORM Web on 0800 042 092.


Will I have to pay another courier fee for return or replacement product?

Postage charges on returns are not refundable. However, if you are returning an item for exchange (i.e. the same style is being changed for a different size or colour), you are not required to pay for standard delivery on the outgoing parcel.

Faulty Items

If you discover that your item has a fault please contact us at webshop@stormnz.com, within 3 days of receiving the item, with your invoice number.

STORM will happily repair or replace all goods that are classified as faulty after assessment. If we cannot repair or replace your item, we will refund you, including shipping costs.

Items that are damaged as a result of wear and tear are not considered to be faulty. If you have an item that is faulty and you have worn it, please send it back to us clean. Soiled returns will not be accepted.

Our in store returns policy

This returns policy applies to purchases made in store only.

We will happily exchange any full price garment within 14 days of purchasing, except swimwear. Items must be returned in their original condition, with tags attached along with the sale receipt.

Unfortunately we do not offer refunds or credit notes on change of mind purchases. Additionally, no exchanges, refunds or credit notes will be given on sale items.

How do I return a online order paid by Laybuy?

Please see above for Return & Exchange Terms for SALE and Full Price Orders.

You can return Laybuy orders by sending the product back to our Webshop for a refund or exchange (see above criteria for SALE orders) so long as the item has not been worn, is in a saleable condition, you still have the tags, and you have kept your proof of purchase.


Please note that for Laybuy exchanges, we will process a refund, and you will need to re-purchase via our website. We are more than happy to honour free shipping and any special prices paid the first time round - just contact the Webshop Team if that is the case, at webshop@stormnz.com

The address for our online returns is:

Storm Online
7 Kordel Place
East Tamaki
Auckland 2013
New Zealand

Please note that Laybuy orders cannot be returned instore.