FAQ

Standard Shipping is FREE on all Australian orders over €45.00.

Express Shipping is available for €9.00.

There is a flat rate of €7.00 for all orders under €45.00.

NEW ZEALAND SHIPPING

Free Shipping for New Zealand orders over $120 AUD.

€12.95 Flat Rate on all New Zealand orders $119 AUD and under.

PAPUA NEW GUINEA

Free Shipping for Papua New Guinea orders over $120 AUD.

$12 Flat Rate on all Papua New Guinea orders $119 AUD and under.

INTERNATIONAL SHIPPING (excluding New Zealand and Papua New Guinea)

$10AUD for International orders over $250 AUD.

€29.95 AUD on all INTERNATIONAL orders €249.99 AUD and under.

tomgunnells is not responsible for any additional taxes and customs charges that are requested during the shipment of your order.

Yes! We currently ship to New Zealand, Papua New Guinea, United Kingdom, United States & Canada.

International customers may be required to pay sales tax, duty and/or customs charges.

All taxes and customs charges are the responsibility of the customer and are not included in the cost of the order or shipping charge. Taxes and customs charges differ depending on the country and state of the shipping address. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to you.

tomgunnells is not responsible for any additional taxes and customs charges that are requested during the shipment of your order.

Orders are processed Monday through Friday and are usually shipped within 48 hours of placement, excluding weekends and public holidays.

DOMESTIC

We use Australia Post, which usually take 1 - 3 days for domestic delivery. Western Australia is usually 5 - 7 days. You will be sent a tracking number for your order once shipped so that you can trace your parcel.

NEW ZEALAND SHIPPING

We ship to New Zealand using DHL Express, which usually takes 1-3 days from when it's left us for delivery to New Zealand. You will receive a tracking number.

PAPUA NEW GUINEA

We use Australia Post Pack and Track, which usually takes 3 - 10 days for delivery to Papua New Guinea. You will be sent a tracking number for your order once shipped so that you can trace your parcel.

INTERNATIONAL SHIPPING (excluding New Zealand and Papua New Guinea)

For international orders, we use DHL Express services that have a 5 - 15 business day delivery time once the order has been shipped (shipping time varies per destination). Please note that this does not include customs processing delays.

Please note, these are regular guidelines, delays may be experienced at times due to extenuating circumstances such as COVID-19.

No worries!

tomgunnells strives to ensure you are happy with your items - if you’re not completely satisfied with any item you have ordered you’ve got 30 days to return your order. To make a return, simply visit https://tomgunnells.com/  and follow the prompts.

Include the returns form that came with your parcel (or download one here).

We are happy to accept returns for items within this period that are unworn and in their original condition, with the swing tags attached.

When trying on your purchases, please take care to avoid makeup marks and perfume transfer. Please also be mindful of pet hair or cigarette smoke that may transfer onto garments.

We are unable to accept returns on earrings or consumable products, including but not limited to: candles, lip balms, hand creams, hand sanitiser, bath salts and soaps. 

If your returns do not meet these conditions, it may result in your refund being refused.

Our return address is:

Gumpperweg 24,

72766 Reutlingen Germany

If you are located in Brisbane you are welcome to drop your return into the warehouse for processing.

Often parcels get lost if they are marked "return to sender." We do not take responsibility for refunds if parcels are lost in this way. We suggest you get a tracking number from Australia Post for your return.

To read our full policy please click here tomgunnells Return Policy

INTERNATIONAL CUSTOMERS

Please use your local postal service to send your items back to us.

We offer FREE Exchanges!!

Please Ensure Your Items Meet The Following Conditions

Unworn and in their original condition, with the swing tags attached.

When trying on your purchases, please take care to avoid makeup marks and perfume transfer. Please also be mindful of pet hair or cigarette smoke that may transfer onto garments.

We are unable to accept returns on earrings or consumable products, including but not limited to: candles, lip balms, hand creams, hand sanitiser, bath salts and soaps. 

If your returns do not meet these conditions, it may result in your exchange being refused.

Click here to get your Exchange started

Start your exchange

Returns are generally processed within three days of receiving them, excluding weekends and public holidays. Once we have processed your Refund or Store Credit, you will receive a notification via email.

Please allow up to 3 days from receiving our refund notification email for the refund to show up on your credit card statement.

Paypal refunds are instant.

Store Credits have no expiry date.

If your order was placed via Afterpay, we will send you a courtesy email to let you know we have received your return. Your refund will generally be processed within 24 hours from the time of the email.

Please note, if you sent a partial return (i.e. one garment from a two garment order), Afterpay will deduct your refund from the final payment and work backwards.

For example, if your order total was $100 and your refund value was $50, you will continue to make your first two instalments of $25 and then your payment will be complete. Your refund will NOT be split across the four payments (i.e. creating four payments of €12.50).

Visit this page to see our short video on how to use your codes.

STORE CREDITS & DISCOUNT CODES

Oh no! Please contact us ASAP.

Either email [email protected] or call (+49)1741697572 between 10am and 4pm, Monday to Friday.

We take care to ensure that all our items are thoroughly inspected before being sent out to you. In the rare event that you do receive a faulty or incorrect item, we will be happy to provide a refund, or replacement if available.

We will reimburse your return postage or send you a prepaid return label on any faulty or incorrect item received. We may send you a prepaid returns satchel to return your item in, if we are shipping you a replacement.

Visit this page of our website for some great information on sizing!

How to get the right size

No, we don't have any shop fronts. We are an online only business, based in Brisbane, Australia.

If you have any questions about shopping online, or need assistance placing an order, please send us an email at [email protected] or call (+49)1741697572 between 10am and 4pm, Monday to Friday.

You are also welcome to place orders over the phone.

We are an online only business and are set up as such. It's purely a warehouse and all the clothes are flat packed in plastic, so it is not set up for browsing.

If there is a specific item that you would like to try on, such as a special occasion dress, we are happy to arrange this. Please call or email before hand to arrange a time.

If you are simply unsure about the fabric or sizing of a garment, we should be able to help you via an email [email protected] or phone call, (+49)1741697572.

You are also welcome to place orders over the phone.

While we always love to meet our valued customers and are happy for you to visit if necessary, it is easier for us (and more convenient for you) to place the order online or over the phone. We appreciate your understanding.

You are more than welcome to drop off returns to the warehouse if convenient.

We are here Monday - Friday, 10am - 4pm, excluding public holidays.

Gumpperweg 24,

72766 Reutlingen Germany

We know how frustrating this can be, so we offer a price guarantee. If you have purchased something and we mark it down in your size within 3 weeks of purchase date, just get in touch with us and let us know. We will happily give you a store credit for the difference.