FAQ

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

This returns policy applies to purchases made online only.

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 (does not include items bought during a promotion) that you're not happy with.

If for any reason you are not completely satisfied with any full price product, please return it to us in the original condition with tags attached within 14 days of receipt and we will exchange or refund your purchase price using the original payment method.

Unfortunately we do not offer refunds or credit notes for sale items or items bought during a promotion, but please contact us on 0800 042 092 or visit your nearest Storm store and we would be happy to help you find an alternative garment. Due to hygiene reasons, we do not accept returns on earrings or hosiery.

When returning an item, please fill out the returns form that came with your order so that we know how to proceed with your return then send your parcel to:

NZ and International Customers:

Storm Online

23 High Street

Auckland 1010

New Zealand

If you are sending your parcel back to us, please send it via a tracked courier service. Storm is not liable for returns lost in transit.

Alternatively, you can take your return into your nearest store. Our stylists will help you with your exchange or return.

Any refund will automatically be issued to the card used to make the original purchase and once processed will take 1-5 working days to show in your account. Exchanges will be processed and your replacement item will be sent to you. There is no delivery charge for exchanges.

Please note that all goods will be inspected on return and any item in unsuitable condition will be returned to you.

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.

I've ordered the wrong size or colour, how can I exchange it?

You can exchange any product purchased at our online store in any of our retail stores, or 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
23 High Street
Auckland 1010

Exchanges can be processed within 2 weeks of receipt of your order, so long as the items are in new condition, with the tags attached.

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.

Can I return sale items?

Unfortunately we do not offer refunds or credit notes for sale items or items bought during a promotion, however if you contact us at webadmin@stormonline.com, or visit your nearest Storm store, we are more than happy to help you find an alternative garment.

Our Instore Returns Policy

This returns policy applies to purchases made instore 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.

I purchased a full priced item during a promotion, am I still entitled to a full refund?

Unfortunately we do not offer refunds or credit notes for sale items or items bought during a promotion, however if you contact us at webshop@stormnz.com, or visit your nearest Storm store, we are more than happy to help you find an alternative garment.

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 instore?

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.

How do I return a online order paid by Laybuy?

You can return Laybuy orders by sending the product back to our Webshop for a refund or exchange, 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 distribution centre is:

Webshop Returns
23 High Street
Auckland Central
Auckland 1010

Please note that Laybuy orders cannot be returned instore.