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:
- 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.
- 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.
- Sale items or items purchased during a promotion are only entitled to an online credit.
- To return your goods, complete the online returns process as per the normal returns policy – if eligible for a refund (full price items only), your initial payment will be returned in full and the remaining payments canceled 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.
Faulty Items Policy
If you’ve received a faulty or damaged item from an online purchase, please email our support team at firstname.lastname@example.org 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.
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 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.
- 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, including floor-to-door items.