Domestic Delivery Options
Standard Post: $15 NZD
Deliveries via New Zealand Post are only made on business days, and not on weekends or public holidays.
We strongly suggests using a secure delivery address, such as your workplace, to ensure safe receipt of your order.
Please note that Gorman Online cannot be held accountable for parcels that are lost or stolen.
Order Sourcing, Dispatch & Delivery
Dispatch and Delivery
Standard Post: 2-7 business days
Our products are sourced and dispatched from various locations nationwide and if not available in New Zealand, sourced and dispatched in Australia. Our aim is to initiate the dispatch of orders within 1-3 business days from the date of purchase. Please bear in mind that the shipping duration should be considered in addition to the dispatch time.
For a comprehensive understanding of New Zealand Post's Shipping & Delivery coverage, you can find more information here
Please note that during sale periods, dispatch delays of up to 3 days beyond normal dispatch times can occur. Customers will receive notifications regarding any such delays.
While we make effort to ensure a timely delivery, it's important to recognise that unexpected events like strikes or floods may lead to delivery delays. Dispatch delays might also arise due to the need for payment or address verification or correction prior to dispatch.
Please be aware that during sale periods, dispatch delays of up to 3 days beyond our standard dispatch times can occur. Customers will receive notifications regarding any such delays.
If you have an order with multiple items, these items may only be available for dispatch from different locations. If this is the case, your order will be split into multiple orders, and will be delivered separately under different tracking numbers. Each time your order is split, you will receive an email notification with the new order details. There will not be any additional shipping charges applied to split orders.
Tracking Your Order
To track your order, please log in to your account or refer to the shipping confirmation email. Access the tracking URL link provided.
Delivered with Safe Drop
In cases where no one is available to sign for the delivery, orders will be left in a secure location. If this is not possible, a calling card will be placed in your mailbox, directing you to the nearest New Zealand Post location for collection. You have the option to modify your delivery method on the New Zealand Post website once tracking details for your order are available.
If you experience challenges with the delivery of your parcel, such as non-arrival, damaged items, delivery to an incorrect address, or items left in an unsafe location, please consult the Delivery Help Page for guidance on addressing these concerns.
New Zealand Post Help Page
Address Unattended at Time of Delivery
For shipments without 'Safe Drop' selected, parcels will be forwarded to the nearest post office for collection within 7 business days before being returned to the sender.
Pre-ordering allows you to reserve and secure your desired products before they become officially available for general purchase. Before you place a pre-order, it's important to understand the key details about the pre-order process and the terms associated with it.
Estimated Availability Dates
The dates provided for the availability of pre-ordered items are estimations and should be treated as such. These dates are subject to change based on various factors, including production timelines, shipping delays, and unforeseen circumstances. While we strive to provide accurate estimates, please note that these dates are not guaranteed.
In the event that delivery is delayed due to unforeseen circumstances beyond our control, Gorman cannot be held accountable for these delays. We understand that unexpected situations can arise, impacting the production and delivery process.
Grace Period for Delivery
To account for any potential delays that may occur, we recommend allowing an additional grace period of 10 business days beyond the estimated delivery date and standard shipping time. This will help ensure that you receive your pre-ordered items without unnecessary stress or disappointment.
Exclusion from Promotional Activities
Please be aware that pre-ordered items are excluded from ongoing promotional activities. This includes, but is not limited to, sales events, discounts, and spend & save offers that may be applicable to regularly available products. Pre-order items are typically considered separate from our regular inventory and are not eligible for these promotions.
Placing a Pre-Order
When you choose to pre-order an item from Gorman, you're reserving your desired product in advance. This allows you to secure your purchase without the risk of the item selling out before its official release. While pre-ordering, make sure to review the estimated availability dates and any associated terms to ensure that you are comfortable with the process.
Communication and Updates
Throughout the pre-order process, we will strive to keep you informed about any changes to estimated availability dates or other important updates. You may receive emails or notifications regarding the status of your pre-order, and our customer support team is available to assist you with any questions you may have.
Gorman Returns Policy
We want you to enjoy everything you order from us, but if something isn't quite right, you have 14 days from receiving your parcel to initiate a return.
For purchases made online, we provide the following return options through our online platform:
- Full-Priced Items: These items can be returned for an online credit (valid for 3 years), an exchange if the product is available, or a full refund for the item(s) excluding shipping costs.
- Sale & Promotional Items: This includes flash sale styles, which can be returned for an online credit (valid for 3 years) or an exchange if the product is available.
- Final Sale / Non-Refundable Products: If you're returning these products due to a change of mind or if they don't meet the ACL criteria, they'll be sent back to the sender at the marked address or the details from the original purchase order if unmarked. We can't be held liable for any loss or delay in return-to-sender parcels. All Final Sale / Non-Returnable products will be clearly marked on the product page and at checkout.
- Outlet/Online Exclusive Items: These can be returned for an online credit (valid for 3 years) or exchanged if the product is available.
- Gorman Kidswear: Returns for these items can result in an online credit (valid for 3 years) or a refund if bought at full price. Online orders can be returned and exchanged through Gorman Online Returns.
- Afterpay & Zip Pay: Full price items can be returned for an online credit (valid 3 years) or a refund if full price. Afterpay & Zip Pay purchases cannot be exchanged. Orders placed on sale or during a promotion are only entitled to an online credit. If you wish to return your goods, complete the online returns process as per the normal returns policy – if eligible for a refund, your initial payment will be returned in full and the remaining payments cancelled at no charge. When you link your Afterpay account to a debit or credit card, please be aware that standard fees and charges may be applicable. Please refer to your card issuer’s terms and conditions for full details.
For purchases made in-store, we offer the following return options within our physical stores:
- Full Priced Items: Items sold at regular retail prices, in their original unworn, unwashed, and unused condition, can be returned within 14 days with proof of purchase for a full refund or exchange.
- Sale & Promotional Items: For items bought on sale or during a promotional period, we're pleased to offer you an exchange within 14 days with proof of purchase.
- Afterpay & Zip Pay: Purchases made in store using Zip Pay and Afterpay can be exchanged or refunded within 14 days of purchase and with proof of purchase according to the guidelines set above for full price, sale items, promotional items, and faulty items.
- Returned items must be in their original condition: unworn, unwashed, unused, with all labels and tags attached.
- Items should be returned within 14 days of receiving the product.
- We regretfully cannot accept returns for face masks, bathers, PET shop products, or earrings unless there's a genuine manufacturing fault.
- Please be aware that during sale periods, returns might take up to 10 days to process upon receipt.
- Returns for items purchased through Gorman Online are exclusively accepted via postal service and not in person.
- Gorman Online does not facilitate postal returns for items purchased in-store
Gorman Exchange Policy
If you require an exchange, please note that exchanges are subject to online availability. If your item is not available at the time of processing your exchange, you will receive a refund or online credit, dependent on whether the returned item was full price or sale. We cannot pre-order or hold stock. When returning shoes, shoe boxes must be intact.
Value of an item is determined by the amount paid and listed on your invoice. If you are exchanging for a completely different item, the value of the new item is determined by the online price listed at the time your exchange is processed. We cannot apply discounts from past sales/promotions.
Shipping and Extra Charges
You must tick the boxes on the returns form to allow us to charge shipping and exchange fees to your credit card, or instruct us to send a PayPal money request. Your exchange will only be submitted once the extra charges have been paid. PayPal money requests will be cancelled after 3 days of pending, if not accepted, an online credit will be created.
The Gorman Online store will not credit customs and duties paid on your order; this must be pursued by customers within their own jurisdiction.
As the Gorman Online store is not liable for the loss of the item being returned, we recommend sending your parcel with a traceable service.
All Gorman Online orders are able to be exchanged in-store, excluding ''outlet'' products. Customers have 14 days to exchange their order. A printed copy of the order email is required when making an exchange. Please note, that the Gorman Boutiques can only exchange for items of equal value or more. Furthermore, if you exchange an online order in store, the replacement item cannot be returned to Gorman Online.
We hope you love everything that you purchased from us, but if something isn’t quite right you have 14 days to return the item.
We are not required to provide a refund if you change your mind. On sale items we will happily offer you an exchange within 14 days with proof of purchase.
Items sold at regular retail price that are unwashed, unworn and unused in their original condition may be returned within 14 days with proof of purchase for an exchange or refund. For health reasons, there are no returns or exchanges on the purchase of Face Masks, bathers or earrings unless exhibiting a genuine manufacturing fault.
Faulty Items Policy
If you’ve received a faulty or damaged item from an online purchase, please email our support team at email@example.com or submit a request here.
You can find more details about our returns process here: Support & FAQ Page
You can choose a refund or exchange if an item has a major problem.
This is when the item:
- Has a problem that would have stopped someone from buying the item if they had known about it.
- Is unsafe.
- Is significantly different from the sample or description.
- Doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Please keep your proof of purchase — e.g. your receipt.
How to return via post
Returning Online Orders
Returns for items purchased through Gorman Online are only accepted via post and not in person. You have options - Exchange, credit note, or refund. Refunds must meet our Returns Policy. Review the policy here. If an exchange isn't possible, you'll get a credit note or refund*. Credit notes can be used both online & in-store.
*If meets refund policy
Steps for Returning
- Please complete our returns form. This form will provide us with the necessary details about your return, as well as your preferred option for exchange, credit, or refund.
- Securely pack the item in a bag along with the completed returns form.
- Visit NZ Post to book a pick up of your parcel: NZ Post Book Pick Up. Alternatively, you can visit a NZ Post store and send your parcel from there
Where to Send the Return
Gorman New Zealand - Online Returns
210 Queen St
09 302 0663
- We don't accept postal returns for in-store purchases. In-store purchased items including floor to door orders, must be returned in-store.
- Items must be unworn, unwashed, and with tags.
- We don't accept returns for face masks, swimwear, earrings, and petwear unless they have a manufacturing fault.
- Returns during sale periods may take up to 10 days to process.
If you have any other questions about the process of returning an item please view our FAQ page or get in touch with our customer service team.
When returning an item from your online order, please ensure you fill out this form.
This form will provide us with the necessary details about your return, as well as your preferred option for exchange, credit, or refund.