Shipping and Delivery
Where Is My Order?
We understand the anticipation of receiving your order, and we apologise for any delays you may have experienced. We're here to assist you if your order surpasses our estimated dispatch or shipment times. Find our estimated dispatch or shipment times here.
Delayed Order Dispatch:
We are working diligently to dispatch your order as quickly as possible! While our standard aim is to have orders dispatched within 1-3 days from purchase, please note that during peak sale periods, there may be a delay of up to 3 days beyond our normal dispatch times.
In the event that we are unable to dispatch your order, we will notify you promptly. You'll have the flexibility to choose a resolution that suits you best, be it a refund, a credit note with complimentary shipping, or a replacement item of equal value. If you opt for a replacement, please share details such as your preferred item, colour, and size. While availability may vary, we're committed to accommodating your preferences.
If we have contacted you regarding an undispatched item, please let us know your preferred resolution by reaching out to us here.
Delivery Times and Australia Post:
We recognise that delivery times, particularly with Australia Post, can vary. If you're facing prolonged delivery times or your order tracking remains stuck on 'Processing,' we're here to help. Inform us about your delayed parcel by contacting us here. Alternatively, you can independently inquire about a missing parcel directly with Australia Post here.
Please be aware that Australia Post investigations generally take 5-10 business days to resolve. Once we receive updates, we will promptly inform you of the outcome and proposed resolution.
Why Am I Missing An Item In My Order?
Item is not listed with this shipment
No need to worry! If the item you're missing from your order isn't listed in the shipment you've received, it's likely coming in a separate shipment. You can confirm if the item is supposed to be in this shipment by referring to your dispatch notification. Each shipment has its corresponding dispatch notification.
We always strive to ship complete orders together, but sometimes that's not possible. Our sourcing locations are spread across Australia, and stock may need to be sourced from multiple places.
Item is listed with this shipment
We are so sorry if you have not received your entire shipment! You can verify if the missing item is supposed to be in this shipment by checking your dispatch notification corresponding to this shipment.
If the missing item is supposed to be in the shipment you've received, please contact us as soon as possible, so we can swiftly resolve this for you.
Shipment Has Not Arrived
I have received a Dispatch Notification
We apologise for any delay you may be experiencing. Below are the estimated delivery times for our shipment methods after dispatch:
- Standard Post: Generally takes between 2 to 8 business days.
- Express Post: Typically arrives within 1 to 4 business days.
- DHL International: Delivery times vary based on the destination country, usually ranging from 6 to 27 business days.
Please note that these estimated times may vary based on your location.
See Order Sourcing, Dispatch & Delivery for more information.
Parcel Tracking
You can track your parcel using the tracking number provided in your dispatch notification:
You can keep track and get live updates on your parcel, through the provided above link. If your parcel is outside the estimated delivery times for your type of shipment, we're more than happy to follow up with the postal service for you. Please get in contact with us here
If your Australia Post tracking shows your parcel as Delivered, but you can't find it on your premises, we recommend contacting your local Australia Post Facility. They may be holding it for you. If the tracking shows Delivered - left in a safe location, your parcel was delivered via Australia Post Safe Drop. The postal driver would have taken a photo as evidence of where the parcel was left. If you can't find the parcel, please contact Australia Post as they can provide you with this photo.
See Delivery & Returns for more information.
I have not received a Dispatch Notification
If you haven't received a dispatch notification from us, our team might still be preparing your order. Dispatch times typically range from 1-3 business days after placing your order, extending to 6 business days during sales periods. We're working hard to get your order to you as fast as possible. Rest assured, if you haven't received a dispatch notification after 14 days, we will reach out to you. We haven't forgotten about you!
Order Issues
My Item Is Incorrect
We regret the inconvenience caused by receiving the wrong item!
Please inform us about the incorrect item by contacting us here. This will create support ticket request. In your request, please include your preferred resolution - we are more than willing to send a replacement*, or we can provide a refund or a credit note with a free shipping code.
*All replacements will be dispatched using Australia Post Express Post.
To streamline the return process for the incorrect item, we've partnered with Australia Post to facilitate your return. Visit Australia Post Returns Portal, provide your Order ID and the email you used to place your order and follow the prompts. Please ensure to select your reason for return accordingly, as this is vital to generate a FREE returns label.
Alternatively, you may post it yourself which you can address the return to:
Gorman Online Returns
65 Victoria Crescent
Abbotsford, VIC 3067
Australia
Please securely pack the incorrect item and include a completed Returns Form, specifying your preferred resolution. This will aid us in processing your parcel efficiently.
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 emailing our support team at support@gormanshop.com.au. 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 with Australia Post Express Post.
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.
We have partnered with Australia Post to make your gorman return easier! Click Here and follow the prompts to lodge gorman return. This will generate a FREE returns label for you.
Or you are welcome to address your return to:
Gorman Online Returns
65 Victoria Crescent
Abbotsford, 3067
Please send the return back to us in a secure bag, and we ask that you also include a completed Returns Form which will inform us of your preferred resolution.
Vouchers and Credits
My Online Voucher/Credit Is Not Applying
If you encounter difficulties while applying your online voucher or credit, kindly ensure that you are not utilising the 'Shop App' for checkout, as it does not support our gift vouchers. Additionally, please check to confirm that your voucher has not expired; our vouchers typically hold expiration dates set three years from the creation date.
To successfully apply your gift voucher on a computer, follow these steps:
- Proceed to checkout using www.gormanshop.com.au
- Insert the voucher code and 4-digit pin in the "Apply Gift Card" section during checkout.
- Select "Apply"
To successfully apply your gift voucher on a mobile device, follow these steps:
- Go to your cart.
- Click "Checkout Now."
- Under the Gorman logo, select "Show order summary"
- A drop-down bar will appear where you can add your voucher number and 4-digit voucher pin.
- Once the voucher has been entered, select "Apply"
If you continue to encounter issues, you can contact us here. Please include a screenshot of your problem, along with your voucher number and pin, so we can help resolve the issue as soon as possible.
My Physical Gift Card Is Not Applying
We apologise for the inconvenience you're experiencing with your voucher code.
Can I use my physical voucher online?
If your physical voucher has 13 numbers and a 4-digit PIN, you can redeem it online. Follow these steps at checkout:
- Enter the 13-digit voucher code in the designated "Voucher Number" field.
- Input the accompanying 4-digit PIN in the "PIN" field.
- Select "Apply"
If issues persist, check the expiration date in your original credit or gift voucher email. If your voucher is still valid and you're encountering difficulties, kindly contact us with specific details, including your voucher code, PIN, and relevant screenshots.
What if my voucher has a credit card swiping bar and is 19 numbers?
Unfortunately, if your voucher has a credit card swiping bar and is 19 numbers, it cannot be redeemed online. In such cases, we recommend contacting customer service. We can assist in converting it into a new voucher that can be conveniently redeemed online or in-store.
Please note: Unfortunately, gift vouchers cannot be used in the 'Shop App'. You can only redeem gift vouchers on our website.
Gift Voucher Was Not Received
We apologise that the recipient did not receive their gift voucher! Before reaching out to us, please check either your or the intended recipient's promotional or spam folder for an email with the subject line "Gorman Gift Card," as our emails may occasionally land there. If you've confirmed it was not delivered to the correct inbox, kindly contact our customer support team here. Please provide us with your order number and the intended recipient's email address.
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 apologize if your code is not working! This may be due to the promotion already ending or your order not meeting the terms and conditions. You can find the specific T&Cs in the original email containing the code or here for site-wide promotions. If the promotion is still ongoing, and your order aligns with the T&Cs, you can contact us here. Provide your code and relevant screenshots, and we'll will have a look into 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 item's listed price 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 you can get in touch with support here
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! Please visit our contact page to get in touch with us.
If you paid via Visa or Mastercard, can you please include the:
Full name that appears on the card and the 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 visit our contact page to get intouch with us, 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 emailing marketing@gormanshop.com.au.
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 in the footer, you will receive an email confirmation!
The Terms and Conditions of the code are outlined in your welcome email and are as follows
- Your first order must be $120 AUD 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 email marketing@gormanshop.com.au.
FAQ
Fraudulent Scam websites
We want to alert you about the presence of several fraudulent websites that claim to sell genuine Gorman products at discounted prices.
These websites are scams and are in no way affiliated with Gorman.
We are actively working to have these websites taken down as a matter of urgency.
To ensure your safety and to purchase authentic Gorman products, please carefully check the URL of the website you are browsing.
The official Gorman website for Australia is:
https://gormanshop.com.au
For customers in New Zealand, please use our official New Zealand website:
https://gormanshop.co.nz
We apologise for any inconvenience caused by these fraudulent websites and appreciate your cooperation in helping us combat this issue.
If you come across any suspicious websites or have further questions, please reach out to support@gormanshop.com.au and let us know.
We also recommend you contact the ACCC's Scamwatch to file a report and assist us in protecting others from falling victim to these scammers. Additionally, we encourage you to submit a report to Google Search, requesting that these fraudulent websites be blocked.
Your support is invaluable in our ongoing efforts to combat scams and ensure a safer online environment for our community.
Payment Options?
Do You Have Any Stores I Can Visit?
Yes, we do! Please head here to find your closest store.
Can I View Prices In My Local Currency?
You can view our prices in a variety of currencies!
Currently, our options are AUD, NZD, GBP, EUR and USD.
Select a currency from our dropdown in the top menu to view our items in your chosen currency according to the most recent exchange rate. Cost of shipping will also be reflected in your chosen currency at checkout, however Gorman Online processes all orders in AUD.
Regardless of your chosen currency view, you will be charged in Australian Dollars at the current conversion rate when you check out, which may vary depending on your chosen payment method.
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're delighted to join in the celebration of your special day by adding a little extra joy to it. If you're signed up with a gorman account or part of our mailing list, and you've provided us with your birthday during the sign-up process, get ready for a little surprise! On your birthday, keep an eye on your email inbox because a unique birthday discount code will be arriving just for you.
Here's the essential information about your exclusive birthday voucher:
- Limited to one per year
- One per customer
- Valid for 30 days.
- Can be redeemed online when logged into your account or in-store with a photo ID.
- Can only be used by the account holder
- Can be used on full-price items and sale items only. is not valid for use in conjunction with any other offer or promotion.
- Is not valid for use in a clearance store
- Is not valid in conjunction with any coupon code or other offer.
To ensure the security of your personal information, we've hidden your birthday in your account settings. Once you've entered your date of birth, rest assured that we have it securely stored, and you'll receive your birthday discount voucher without any concerns.
Is My Private Information Secure?
Absolutely. At Gorman, we recognise and prioritise the importance of safeguarding your privacy and personal information. We are committed to ensuring that all personal information collected to process and fulfill your order remains minimal, confidential, accurate, secure, and, most importantly, under your control.
We do not share any credit card information with third parties, except when it is necessary for processing payments related to the products you have ordered. We only request and use relevant personal information that is essential for conducting our business operations.
Please be aware that all information collected by Gorman is exclusively for the purpose and use of Gorman. Your privacy and data security are our utmost concern.
Privacy Policy
To view our privacy policy, click here.