FAQ

Returns

Our Online Returns Policy

RETURNS / EXCHANGES

STORM will happily exchange or refund any item purchased through www.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 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.

If you would like to exchange your order, please note that we may be out of stock for the new size and colour you are after and if this is the case, we will get in touch to let you know.

The address for our web distribution centre in NZ is:
Storm - Returns and Exchanges
4/14 Heather Street, Parnell, 1052, Auckland, 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 or email webshop@stormnz.com.

Please note that from time to time Storm may hold promotions or clearance sales where special refund and exchange terms and conditions apply.

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.

My purchase is faulty, how can I exchange it?

We want all our customers to receive top quality product, so if you think there is a fault with an item you have received, let us know straight away by contacting our Customer Services Team on 0800 042 092, or by emailing webadmin@stormonline.com.

We will aim to resolve any issues with a faulty item as quickly as possible, but we need to know as soon as you discover the fault.

Please include as many details as possible about the order and the fault, and we will advise how to proceed.


The address for our web distribution centre in NZ is:
Storm - Returns and Exchanges
4/14 Heather Street, Parnell, 1052, Auckland, New Zealand

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. 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.

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
4/14 Heather Street, Parnell, 1052, Auckland, New Zealand

Please note that Laybuy orders cannot be returned instore.

Can I return sale items?

We do offer refunds on sale items.

Exchanges must be made within 7 days in accordance with STORM exchange terms.

The address for our web distribution centre in NZ is:

Storm - Returns and Exchanges
4/14 Heather Street, Parnell, 1052, Auckland, New Zealand

Can I return a full priced item?

We understand that buying clothing online can be tricky as you've never felt the product or tried it on. That's why we have a lenient returns policy that allows you to get a full refund for any full price products that you're not happy with.

Items can be returned within 2 weeks of receipt of your order, so long as they are in new condition, with the tags attached.

Can I return a product in store?

Yes, if you purchase a product online and wish to return or exchange it at your local Storm store you are welcome to do so. Please take along your packing slip, or confirmation email as proof of purchase.

The only exception is swimwear, which must be returned via post, to our distribution centre.

You can do this within 2 weeks of receipt of your order, so long as the items are in new condition, with the tags attached.

Refund Information

Your refund will be credited to the original purchaser’s credit card and will include shipping costs for faulty items. Shipping costs will not be refunded for change of mind purchases.

Please note, card refunds may take up to 3-5 business days for your bank to complete, depending on their processing time. This can vary between card issuers.

This policy only applies to the STORM online store.