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.

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.

Our Online Returns Policy

STORM will 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.

All items brought on SALE or during a promotion cannot be returned for a refund, however they can be exchanged for an item for equal or greater value.

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.

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 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.

How To Return A New Zealand Order?

How to return a NZ Order:

If you would like to return or exchange your purchase for any reason, please follow the returns procedure below:

1.Complete your returns form (included in your order) with either a refund request or what item you would like in exchange.

2.Please send your return back to us at: STORM Online
23 High Street
Auckland Central
Auckland 1021
New Zealand

3.It is important that you enclose your returns form with your return, so your we can process your return as quickly as possible.

4.We will respond to your return via email to the address provided, within one working day of receiving your order.

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?

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 online returns is:

Storm Online
23 High Street
Auckland Central
Auckland 1010

Please note that Laybuy orders cannot be returned instore.