FAQ

Our Online Returns Policy

We update this page regularly to help answer your questions or direct you to who best to contact.

RETURNS / EXCHANGES: Full Price Products

• STORM will happily exchange or refund any FULL PRICED or Faulty item purchased through www.stormonline.com
• We have a 14-day Online return and exchange policy starting from the date you receive your package.
• Returned items must be in original condition and not worn, altered or washed.Items must have all tags and packaging attached. Footwear must be returned unworn and in the original unmarked box.

RETURNING PRODUCT TO STORM RETAIL STORES

• Full Price items purchased Online can be retuned for an Exchange ONLY at any of our STORM branches.
• Item(s) being returned for a Refund can be dropped to any of our STORM branches.The item(s) will be couriered to our Online branch and the refund will be processed at this branch.
• Purchases made in STORM branches cannot be returned to the Online branch.

RETURNS / EXCHANGES: Clearance Product

• All orders placed on SALE or CLEARANCE items are FINAL. No returns, exchanges, gift cards or store credits.
• If you send a SALE or CLEARANCE item back to us for a return, we are unable to process your request.
  Please note that if we receive a returned sale item(s), shipment back to you will be at your expense.
• We are unable to offer price adjustments on sale/clearance items that have been further reduced.Please know that we sell out quickly, and you would be securing your size at the time of purchase.
• STORM may hold promotions or clearance sales where special refund and exchange terms and conditions apply.

INITIATING A RETURN

• Firstly, contact a Customer Service Representative on 0800 042 092, or by emailing webshop@stormnz.com with a detailed description of what you want to return or exchange plus your Order number. For exchanges, please specify the new style/colour/size you wish to receive.We will get back to you with confirmation within 1-2 business day(s).
• Please note the availability of the replacement item is not guaranteed.
• We will assess the garment once returned to ensure it meets our criteria before a refund or exchange is issued.
• To complete your return or exchange, please fill out the included Return Form. For exchanges, specify the exchange item and the new style/colour/size on the return/exchange form.
  Include this form in your return package.
• Postage charges on returns are non-refundable.However, if you are returning an item for exchange, you are not required to pay for standard delivery on the outgoing parcel.
• Once your Return has been processed, you will automatically receive a notification.

WHERE TO SHIP YOUR RETURN/EXCHANGE:

STORM ONLINE
4/14 Heather Street
Parnell
Auckland 1052
New Zealand

FAULTY GOODS

• STORM reserves the right to assess merchandise and determine whether damage is a result of defective production or normal wear-and-tear.Discolouration, tears, and/or other material deteriorations that occur with use will not be regarded as defective.
  We do not replace products that have previously been replaced.
• 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 give a full refund, including shipping costs.
• If you have worn an item over a period and discover a potential fault, please send it back to us clean (to the address above). Soiled returns will not be accepted.

RECEIVING PRODUCT THAT IS DAMAGED, DEFECTIVE OR INCORRECT

• We’re so sorry for the inconvenience! Please email a Customer Service Representative on webshop@stormnz.com and include a picture of the damaged or incorrect product.
  We’ll make sure to look after you!
• Shipping charges will be refunded if Faulty or Incorrect product is shipped to you.

REFUND INFORMATION

• Your refund will be credited to the original purchaser’s credit card.
• Shipping costs will not be refunded for change of mind purchases.
• Card refunds may take up to 3-5 business days for your bank to complete. Processing times may vary between card issuers.
• This policy only applies to the STORM online branch.

LAYBUY AND AFTERPAY RETURNS

• Firstly, refer to our Returns & Exchange Terms for Sale/Clearance and Full Price Orders
• Then refer to “Initiating a Return” guideline for steps in returning product
  
  Note: 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 for the first purchase.
  Please contact a Customer Service Representative by emailing webshop@stormnz.com
• LAYBUY Returns cannot be returned in store.

PLEASE NOTE THAT

• Orders placed with STORM will be processed within standard business hours (9am – 5pm).Any orders received outside of these times will be processed the next working day.
• Delivery times are an approximate guide only.
• A physical address needs to be provided when placing an order.Delivery cannot be made to a PO Box.
• Postage and handling charges include a tracking number and insurance.You will be emailed these details once your order has been dispatched.
• Any local taxes and duties are the responsibility of the purchaser.STORM takes no responsibility for any delay in the processing of your purchase should local taxes or duties be applied.
• Stock Availability: We do our up most to keep our stock levels accurate, however there may be times when an item sells out very quickly.If you happen to purchase something online which is unavailable we will contact you and do our best to solve this for you as quickly as possible.

CANCELLATION AND ORDER AMENDMENTS

Unfortunately, we are unable to cancel or make any amendments to any Online orders after your order is placed.Amendments may include but are not limited to:

• Change of delivery address
• Changes to colours and sizes
• Adding or removing items
• Applying discounts or rewards
• Full order cancellations