Shipping and Delivery
Where Is My Order?
We’re sorry you haven’t received your order yet! If your order has surpassed estimated dispatch or shipment times we can look into this for you. You can find our estimated dispatch or shipment times here.
Long Dispatch Times
We are working hard to have your order shipped to you as quickly as possible!
In cases where we are unable to find your items in New Zealand, we may dispatch your order from Australia. Please expect a slight delay in dispatch and delivery as a result.
If we are unable to fulfil and dispatch your order, we will let you know. You can opt for a preferred resolution of a refund, credit note with free shipping, or a replacement item to the same value of the one you ordered. If you would like a replacement item, this will be subject to availability, but please let us know your preferred Item, Colour, and Size.
You can let us know about your delayed order and preferred resolution by Submitting A Request.
Long New Zealand Post Delivery Times
We can get in touch with New Zealand Post on your behalf, and lodge an investigation request into the whereabouts of your parcel. Please let us know about your delayed parcel by Submitting A Request.
New Zealand Post investigations generally take between 5-10 business days to resolve. Once we hear back, we will let you know the outcome and resolution.
Shipment Has Not Arrived
I have received a Dispatch Notification
We are sorry for any delay you may be experiencing!
Depending on the origin of your parcel, if it's being sent from a New Zealand location, the standard delivery time from dispatch is between 5-7 days. If it has been shipped from an Australia location, the estimated delivery time from dispatch is 8-12 days.
You can track your parcel with New Zealand Post here with the tracking number sent in your dispatch notification. This will give you live updates on where in New Zealand your parcel is, and when New Zealand Post estimates your delivery to be.
If your parcel is outside of the estimated delivery times for your type of shipment, we are more than happy to follow up with New Zealand Post for you! Please get in touch with us by Submitting A Request.
If your New Zealand Post tracking shows your parcel is Delivered but you cannot find it on your premises, we recommend contacting your local New Zealand Post Facility as they may be holding it there for you. If tracking shows your parcel is Delivered - left in a safe location, then it has been delivered with New Zealand Post Safe Drop. Your postal driver will have taken photo evidence of where the parcel was left. If you cannot find the parcel, please contact New Zealand Post as they can provide you with this photo. Alternatively we can also follow up with New Zealand Post for you, just let us know here.
I have not received a Dispatch Notification
If you have not received a dispatch notification from us, our team might still be preparing your order for you!
Dispatch times normally take between 1-3 business days after placing your order, and during sales periods this can sometimes extend to 6 business days. We’re working hard to get your order to you as fast as possible. However, if it has been longer than the estimated dispatch times and you have not received your dispatch email, please let us know by Submitting A Request.
Additionally, please note that if we are unable to locate your items within New Zealand, we may need to dispatch your order from an Australian location. In this case, please anticipate a few additional days for your shipment's delivery.
Order Issues
Changing Your Order
Unfortunately, once you’ve placed your order, it is not possible to amend any details, as our online team will have already started processing your order! If you are unhappy with your purchase once it arrives, please email our customer support team who will advise on steps to return your order.
Please refer to our returns policy for more information.
My Item Is Incorrect
We are sorry you have received the incorrect item!
Please let us know which item is incorrect by Submitting A Request. Include your preferred resolution on the form; we are happy to send out a replacement, or we can offer a refund, or a credit note with free shipping code.
To complete the return, kindly send the item back to us within 14 days of receiving your order. Securely package the item and enclose a filled-out Returns Form indicating your preferred resolution.
For returning the parcel, you have two options. You can either visit your local New Zealand Post Office or schedule a pickup using this link: Pick Up Booking Link.
Alternatively, you can visit a NZ Post store to send your parcel.
Ensure you place your item(s) and the filled-out form in a new or the original postage bag. Address the package to:
Gorman - New Zealand Returns
210 Queen St
Auckland CBD
Auckland 1010
Phone: 09 302 0663
Please note that returned items must be in their original, unworn, unwashed, and unused condition with all labels and tags attached.
My Item Is Missing
Item is not listed with this shipment
Not to worry!
If the item you are missing from your order is not listed with the shipment you have received, it is very likely coming in a different shipment! You can check if the item is supposed to be in this shipment by reading your dispatch notification. Each separate shipment will have it’s own corresponding dispatch notification.
We try our best to ship entire orders together, but sometimes this is not possible. We have sourcing locations all over Australia & New Zealand and stock may have to be sourced from multiple locations.
Item is listed with this shipment
We are so sorry if you have not received your entire shipment!
You can check if the missing item is supposed to be in this shipment by reading your dispatch notification. Each separate shipment will have it’s own corresponding dispatch notification.
If the missing item is supposed to be in the shipment you have received, please Submit A Request with us right away so we can resolve this for you.
My Item Is Faulty
We are sorry your item did not arrive in the condition you expected!
Please send through photos documenting the issue by Submitting A Request. This will help us determine the best course of action to find a resolution for you.
My Item Has A Security Tag
We are so sorry if you have accidentally received an item that still has a security tag attached!
You are more than welcome to send this back to us to have the security tag removed, and we will send your item back out to you as soon as possible!
For a more immediate solution, if you would prefer, you can take the item into your nearest Factory X store and they will happily remove the tag for you! This can be done at any gorman, Dangerfield, or Princess Highway.
The other option is to send back your item that has a security tag via the post. Securely package the item and enclose a filled-out Returns Form indicating your preferred resolution.
For returning the parcel, you have two options. You can either visit your local New Zealand Post Office or schedule a pickup using this link: Pick Up Booking Link.
Alternatively, you can visit a NZ Post store to send your parcel.
Ensure you place your item(s) and the filled-out form in a new or the original postage bag. Address the package to:
Gorman - New Zealand Returns
210 Queen St
Auckland CBD
Auckland 1010
Phone: 09 302 0663
Please note that returned items must be in their original, unworn, unwashed, and unused condition with all labels and tags attached.
Vouchers and Credits
My Online Voucher/Credit Is Not Applying
We are sorry your code is not working!
The most common reason this may occur is that the voucher may have already expired. Make sure to check your original credit email for the expiration date.
If your voucher is still valid, please Submit A Request to let us know what the issue is. Provide your specific code, and any relevant screenshots of the code not applying, and we’ll help resolve this for you.
My Physical Gift Card Is Not Applying
Physical gift cards can only be used in store.
If you would like your gift card changed to an online credit we can definitely arrange that! Please Submit A Request to send us a photo of the back of the gift card using the form below, which clearly displays the:
- Gift card number
- Expiry date
- PIN code
We will get back to you with your new online credit details.
Gift Voucher Was Not Received
We are sorry the recipient did not receive their gift!
Please let us know right away by Submitting A Request, and we’ll look into this for you. Provide your Order Number and the recipient's email address. We’ll figure out what went wrong, and organise to have the gift voucher resent.
Promotions and Sales
Promotion Is Not Applying
We’re happy to help with any difficulties you may be experiencing when trying to apply a promotion to your order.
Promotion Has A Code
We are sorry your code is not working!
The most common reasons this may occur are that the promotion has already ended, or your order does not meet the terms and conditions of the promotion. You can find the specific T&Cs of your code either with the original email you received the code in, or here for site-wide promotions.
If the promotion is still ongoing, and your order meets all of the T&Cs, please Submit A Request to let us know! Provide your specific code, and any relevant screenshots of the code not applying, and we’ll help resolve this for you.
Promotion Does Not Have A Code
Many of our advertised promotions do not have codes! These promotions are applied automatically, normally already calculated into the listed price of the item for your convenience. If a promotion should be applied at checkout, this will be specified in the promotion email you received, and the T&Cs of the promotion.
Product Questions
Have a question about our products?
If you would like to know about sizes, each product listing has a handy and specific size guide already available on the product page. You can also view our general size guide here. If you are wondering about a product’s availability, unfortunately if the style or size you are after are not available for purchase, we have sold through our stock.
If you have any other queries about our products please let us know by Submitting A Request.
Technical Support
No Order Confirmation
Haven’t received an email confirming your order, and unsure it has been placed properly? We can check for you! Just Submit A Request.
If you paid via Visa or MasterCard, can you please include the:
- Full name that appears on the card
- Last 4 digits of your card number
If you paid with PayPal, AfterPay, or ZipPay can you please include:
- Email address attached to your account.
- Confirmation email from PayPal/AfterPay of payment
Payment Issue
Having some trouble paying for your order?
Please let us know by Submitting A Request and we will help in whatever way we can! If possible, providing screenshots of the issue will go a long way to help us in determining what the problem might be. Please be as detailed as possible.
Website Issue
Having some trouble with the website?
Please let us know by Submitting A Request and we will help in whatever way we can! If possible, providing screenshots of the issue will go a long way to help us in determining what the problem might be. Please be as detailed as possible.
Newsletter and Subscriptions
Sign Up To Our Newsletter
You can sign up to the newsletter in the footer.
If you have any questions regarding our newsletter subscription, please let us know by Submitting A Request.
Please keep in mind that subscribing to our newsletter does not create a gorman account. If you would like to create an account, you can do so here!
How Do I Get The Sign Up Promotion
After you have subscribed to our newsletter here, you will receive an email with your unique Welcome Code! The Terms and Conditions of the code are outlined in your welcome email and are as follows
- Your first order must be $120.00 or greater.
- Excludes the purchase of gift vouchers.
- Cannot be used in conjunction with any other offer or code
- Valid for 30 days after subscription
- You must be logged into your account
You can log into or create a new gorman account here!
If you are experiencing issues with your Welcome Code, or have any questions about this promotion, please Submit A Request and we can help.
FAQ
How Can I Pay?
We know you like to choose how you pay, so we offer plenty of payment options! At gorman online, we accept the following payment methods:
Credit and debit cards including Visa, MasterCard and American Express
Paypal
How Do Pre-Order Items Work?
Pre-order items are items that are available for you to purchase before stock has reached our warehouse ready for distribution. Pre-ordering an item guarantees you’ve secured that piece (or two) you have your eye on before it hits the shelves, but may mean you need to wait for the stock to arrive in our warehouse.
We will only ever list styles for pre-order when we know they’re on their way and not far from arriving to us. As soon as the stock arrives at our doors we’ll post your pre-ordered item(s) to you and where we can, we’ll advise you of the estimated delivery date.
Are Colour And Print Placement The Same As Shown On The Website?
We do our absolute best to colour-match our garment photography to how our items look in real life. However, colours do tend to appear differently on different monitors, and we can’t guarantee a 100% match in colour.
For items that feature a repeat print the placement of pattern will vary slightly due to the size of the textile. This adds to the unique nature of each garment.
How Do I Care For My Gorman Products?
We’re so glad you asked! We love knowing that you want to take the best care of your gorman purchases.
We use high quality fabrications to make our products, which sometimes include delicate materials. This means care instructions should be followed to ensure you get the best longevity out of your garment. You can find the appropriate care instructions for your gorman garment on the tag attached to its inside seam.
Please note beads and sequins may be lost or damaged if worn in conditions where continual rubbing occurs. Particularly intricate or delicate garments may have special dry-cleaning requirements - we recommend you use a trusted and reputable dry-cleaner to ensure you get it back in one piece.
Treat your gorman pieces with care and love!
Footwear
No one likes to scuff up their shoes. We recommend you spray your new kicks with an appropriate protector before wearing them. To give your shoes an extra set of lives, check and replace the top pieces on your heels regularly, allowing them to wear down completely will cause irreparable damage to your shoes.
I Think My Order Has Been Cancelled?
We aim to fulfill every single order placed on our website – but there is a very small possibility of overselling stock if several orders are placed at the same time. This sort of situation only comes about rarely, but if it does happen, you will receive an email indicating that a particular item you ordered is out of stock and you will be refunded the amount you paid for the item(s).
It's My Birthday! Do I Get A Present?
Happy Birthday!
We love to help you celebrate your birthday with a little extra something. Provided you’re signed up with a gorman account (not just signed up to our newsletter), a special birthday discount code will land in your emails on the day of your birthday.
And since it’s YOUR birthday voucher, and no one else’s, here’s some important information to remember.
Your special Birthday Discount Voucher is:
- 15% off full & sale price items. Not valid for use on outlet items or in clearance stores.
- Not valid in conjunction with any other offer or discount code.
- Valid for one-time use only.
- Not redeemable on gift vouchers or for cash.
- Can be redeemed online when logged into your account only on the Gorman New Zealand website or in-store with a photo ID.
- Can only be used by the account holder, the code is valid for one month.
Please note: To ensure your personal information is secure, we've hidden your birthday in your account settings. Rest assured once you've entered in the date, we have it on file and you will receive your birthday discount voucher.
Is My Private Information Secure?
Absolutely.
Gorman online recognise and agree that the privacy of all personal information is important to individuals. All personal information collected to process and fulfill your order is to be minimal, private, correct, safe and most importantly in the control of the individual.
We do not share any credit card information with any third parties, other than for the purpose of processing payments for the product you have ordered. We will only ask for and use relevant personal information necessary to conduct our business. All information collected for gorman is for the sole purpose and use of gorman.
Privacy Policy
To view our privacy policy, click here.