FAQs

Support + FAQs

Shipping + Delivery

Where is my order?

We understand you’re eager to receive your order and apologise for any delays. If your order is outside of our estimated dispatch or delivery timeframes, we are here to help.

Check estimated dispatch/delivery times

You can find our estimated dispatch or shipping times on our Delivery page.

Longer than expected dispatch

If your order is taking longer than expected to dispatch, please rest assured we are doing our best to speed up the process.

We strive to fulfil every order on the website – but when orders are placed simultaneously, there is a small chance of overselling stock. This rarely happens, but if it does, you will receive an email informing you that an item you ordered is out of stock, and you will be refunded the amount paid via your original payment method.

If we have contacted you regarding an undispatching item, please contact us through our support page to advise your preferred resolution.

Australia Post longer than expected delivery

If your parcel is delayed with Australia Post, we can help. We will contact Australia Post on your behalf and start an investigation to find out what has happened to your parcel. To report a delayed parcel, please submit a request through our contact page.

Please note that Australia Post investigations typically take 5–10 business days to resolve. We will inform you of the outcome and resolution once we have an update.

Please note: During busy promotional periods, dispatch times may be delayed.

Delivery not arrived yet?

I haven’t received my despatch notification yet

We apologise for any delays you may be experiencing. Below are the estimated delivery timeframes for our various shipping methods after dispatch:

Standard Post: Typically takes 2–8 business days.

Express Post: Typically delivered within 1–4 business days.

DHL International: Delivery times vary depending on destination country – typically 3–7 business days for the US, New Zealand, Canada, and Europe, and 6–27 business days for other countries.

You can track your parcel with Australia Post by using the tracking number provided in your dispatch notification. This will give you real-time updates on where your parcel is currently located within Australia, as well as the estimated delivery time from Australia Post.

If your parcel is outside the estimated delivery timeframe for your shipment type, we would be happy to contact Australia Post on your behalf! Please contact us by submitting a request.

If your Australia Post tracking shows your parcel as delivered but you cannot find it locally, we recommend contacting your local Australia Post service point, as they may be holding it there. If tracking shows your parcel as delivered and left in a safe place, it has been delivered via the Australia Post Safe Drop service. Your postal carrier will have taken a photo of where the parcel was placed as evidence. If you cannot locate the parcel, please contact Australia Post, who can provide you with this photo. Alternatively, we can also contact Australia Post on your behalf – please let us know by submitting a request.

I haven’t received my despatch notification

If you have not yet received your dispatch notification from us, our team may still be preparing your order!

Dispatch times are typically 1–3 business days after you place your order, and sometimes up to 6 business days during promotional periods. We try our best to get your order to you as soon as possible. However, if your order is outside our estimated dispatch time and you still have not received your dispatch email, please let us know by submitting a request.

When will my order be dispatched?

We aim to dispatch all orders within 2–4 business days. However, please note that orders containing multiple items may experience slight delays due to the need to source products from different locations. This extra step in the fulfilment process may result in a small delay in the overall delivery time. Customers should be aware of this possibility and allow for these potential delays when expecting their order to arrive within a reasonable timeframe.

Order Issues

My item is incorrect?

We are sorry you received the wrong item!

Please let us know which item is incorrect by submitting a request. Please indicate your preferred resolution on the form; we are happy to replace the item, or provide a refund or credit note including a code for free delivery.

All replacement items will be sent via Australia Post Express.

To make it easy for you to return the incorrect item, we have partnered with Australia Post to make returns from vividthreadshop.com easier! Visit the returns portal and follow the prompts to submit an Australia Post return request for your vividthreadshop.com order. This will generate a free return label for you.

You will need to enter your full 9-digit order number in the Order Number box.

Please enter your order number again to obtain a Return Authorisation (RA) number.

Alternatively, you can send your return to the address provided through our returns portal.

Please send the return back to us in a secure bag, and we request that you include a completed returns form so that we know your preferred resolution.

My item is missing?

Item not listed on this shipment

Don’t worry!

If the missing item from your order is not listed on the shipment you received, it is likely coming in another shipment! You can check your dispatch notifications to confirm whether the item is included in that shipment. Each shipment will have a corresponding dispatch notification.

We try to send all orders together, but sometimes it is not possible. Our sourcing points are located across Australia, and stock may need to be sourced from multiple locations.

Item is listed on this shipment

We are sorry you haven’t received the full shipment!

You can check whether the missing item was included in this shipment by reviewing your dispatch notification. Each shipment will have its own dispatch notification.

If the missing item should have been in the shipment you received, please submit a request immediately so we can resolve the issue for you.

My item is faulty?

We are sorry your item did not arrive in the condition you expected!

Please send photos of the issue by submitting a request. This will help us find the best solution.

My item has a security tag?

We are sorry if you have unexpectedly received an item with a security tag still attached!

You are welcome to send this item back to us to have the security tag removed, and we will then send your item back to you via Australia Post Express.

If you would like a faster resolution, you can take the item to the nearest Factory X store, and they will be happy to remove the tag for you! This can be done at any Gorman, VividThread, or Princess Highway store. If it is a Myer tag, your local Myer store can also remove it.

We have partnered with Australia Post to make returns from vividthreadshop.com easier! Visit the returns portal and follow the prompts to submit an Australia Post return request for your vividthreadshop.com order. This will generate a free return label for you.

You will need to enter your full 9-digit order number in the Order Number box.

Please enter your order number again to obtain a Return Authorisation (RA) number.

Alternatively, you can send your return to the address provided through our returns portal.

Please send the return back to us in a secure bag, and we request that you include a completed returns form so that we know your preferred resolution.

Can I change my order after placing it?

Unfortunately, once you have placed an order, we cannot modify any details, as our online team has already started processing your order! If you are unhappy with the item you receive, please contact our customer service team, and they will guide you through the returns process.

Please refer to our Returns Policy for more information.

Vouchers & Credits

My online voucher/credit isn’t working?

If you are having trouble using your online voucher or credit, please ensure you are not checking out using the “Shop App”, as it does not support our gift vouchers. Additionally, please check that your voucher has not expired; our vouchers are typically valid for three years from the date of creation.

To successfully use your gift voucher on a computer, please follow these steps:

Proceed to checkout using vividthreadshop.com
Enter your voucher code and 4-digit pin in the “Use Gift Card” section at checkout.
Select “Apply”

To successfully use your gift voucher on a mobile device, please follow these steps:

Go to your shopping cart.
Tap “Check out now”.
Under the Gorman logo, select “Show order summary”
A dropdown bar will appear where you can add your voucher number and 4-digit voucher pin.
Once the voucher is entered, select “Apply”

If you are still experiencing issues, you can contact us through our support page. Please provide a screenshot of the issue, the voucher number, and the pin so we can resolve it as quickly as possible.

My physical gift card isn’t working?

We apologise for the inconvenience you are experiencing with your voucher code.

Can I use my physical voucher online?

If your physical voucher contains a 13-digit number and a 4-digit PIN, you can redeem it online. At checkout, please follow these steps:

Enter the 13-digit voucher code in the designated “Voucher Number” field.
Enter the accompanying 4-digit PIN in the “PIN” field.
Select “Apply”

If the issue persists, please check the expiry date on your original credit note or gift voucher email. If your voucher is still valid but you are experiencing issues, please contact us with specific information including your voucher code, PIN, and relevant screenshots.

Gift voucher not received?

We are sorry the recipient did not receive their gift voucher! Before contacting us, please check your or the recipient’s promotional email or spam folder for an email with the subject line “Gorman Gift Card”, as our emails occasionally end up there. If you confirm the email did not arrive in the correct inbox, please contact our customer service team through our support page. Please provide your order number and the recipient’s email address.

Promotions & Sales

Promotion not applying?

We are 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 isn’t working!

The most common reasons are that the promotion has ended, or your order does not meet the promotion’s terms and conditions. You can find the specific terms and conditions for the code in the original email where you received the code, or on our promotions page (for site-wide promotions).

If the promotion is still active and your order meets all the terms and conditions, please let us know by submitting a request! Please provide your specific promo code, along with any relevant screenshots showing that the code is not applying, and we will assist you in resolving the issue.

Promotion does not have a code

Many of our advertised promotions do not have a promo code! These promotions apply automatically and are often already reflected in the marked price of the item for your convenience. If a promotion needs to be applied at checkout, this will be noted in the promotional email you receive, as well as in the promotion’s terms and conditions.

Discount codes?

Please note the following conditions apply to discount codes:

Only one discount code may be used per transaction.
Some discount codes do not apply to sale items and will not be counted toward the discount total at checkout.
Some discount codes (such as birthday gift codes) will expire after two weeks.

Birthday Discount Voucher

Product enquiry?

Have a question about our products?

If you would like to know about sizing, a convenient and specific size guide is available on each product page. Sizes on our website are Australian sizes and have been converted in our size chart. You can also view our general size guides. If you would like to know the stock availability of a product, unfortunately if the style or size you want is temporarily unavailable, it means our stock has sold out.

If you have any other questions about our products, you can contact support through our support page.

Technical Support

No order confirmation?

Haven’t received your order confirmation email and aren’t sure if your order was placed correctly? We can help you check! Please contact us through our contact page.

If you paid by Visa or MasterCard, please provide the following information:

Full name as shown on the card / Last 4 digits of the card number

If you paid using PayPal, AfterPay, or ZipPay, please provide the following information:

Email address associated with your account / Payment confirmation email from PayPal/AfterPay

Payment issue?

Experiencing an issue paying for your order?

Please let us know by submitting a request, and we will do our best to help! If possible, please provide a screenshot of the issue, which will help us identify the problem. Please describe your issue in as much detail as possible.

Website issue?

Something wrong with the website?

We recommend first clearing your cookies and cache! Additionally, we suggest switching browsers or devices to see if the issue is related to them.

If the issue persists, please let us know by submitting a request, and we will do our best to help! If possible, please provide a screenshot of the issue, which will help us identify the problem. Please describe the issue in as much detail as possible.

If you have any questions regarding our newsletter subscription, please contact us through our support page.

Please note that subscribing to our newsletter does not create a vividthreadshop.com account. If you would like to create an account, please visit our account creation page!

After subscribing to our newsletter, you will receive an email containing your exclusive welcome code! The terms and conditions for the code are listed in the welcome email, as follows:

Your first order must be $120.00 or more

Excludes purchase of gift vouchers

Cannot be used with other offers or codes

Valid for 30 days after subscription. You must be logged into your account.

You can log in or create a new vividthreadshop.com account here!

If you are having trouble using your welcome code, or have any questions about this promotion, please submit a request and we can help you.

Electronic Rebellion – Notify Me When Available

This product is part of an upcoming release and isn’t available to purchase just yet.

To be the first to know when it arrives, simply click on the product, and click “Notify Me” and sign up to receive communication. Once the item officially launches on our website, we’ll send you an email notification so you can shop it right away.

How can I pay?

We know you like to have choices when it comes to payment, so we offer a great range! vividthreadshop.com accepts the following payment methods:

Credit and debit cards including Visa, MasterCard, and American Express
PayPal
Afterpay (Australia only)
ZipPay
Alipay
WeChat Pay

If you have any questions or disputes regarding payments or refunds, please contact the relevant financial institution.

Can I view prices in my local currency?

You can view our prices in multiple currencies!

Currently, our options are AUD, USD, NZD, GBP, EUR, CNY, and CAD.

Select a currency from the dropdown menu in the top menu to view our items in your chosen currency based on the latest exchange rates. Delivery fees will also be shown in your chosen currency at checkout, but all orders at vividthreadshop.com are processed in AUD, except for US orders which are processed in USD.

Regardless of the currency you choose, payment at checkout will be in AUD at the current exchange rate, which may vary depending on your chosen payment method.

How do pre-order items work?

Pre-order items are items you can purchase before the stock has arrived in our warehouse, ready for dispatch. Pre-order items secure that piece (or two) you’ve been eyeing before it is released, but it may mean waiting for the stock to arrive at our warehouse before we can dispatch it.

We only list items on pre-order when we are sure the stock is on its way and coming soon. As soon as the stock arrives, we will send your pre-ordered items to you, keeping you informed of the expected arrival date where possible.

Are colours and print placements exactly as shown on the website?

We do our best to ensure that the photography of our clothing reflects the true colour of the garment. However, different monitors display differently, and we cannot guarantee a 100% colour match.

For items with a repeating print, the placement of the pattern will vary slightly due to the dimensions of the fabric.

How should I care for my vividthreadshop.com product?

Great question! We are glad to know you want to take good care of your purchase from vividthreadshop.com.

We use high-quality fabrics for our products, which sometimes include some delicate materials. This means you need to follow the care instructions to give your garment the best chance of a long life. The relevant care instructions can be found on the label sewn into the inside seam of your vividthreadshop.com garment.

Please take good care of your vividthreadshop.com pieces!

I think my order has been cancelled?

It’s my birthday! Is there a gift?

Happy Birthday!

We would love to give you something special to celebrate your birthday. If you are subscribed to our vividthreadshop.com mailing list (not just a vividthreadshop.com website account), we will send a special birthday discount code to your email address on your birthday.

Because it’s your birthday voucher and not someone else’s, here is some important information to remember.

Here are the essential details about your exclusive birthday voucher:

Once per year
One per customer
Valid for 30 days.
For account holder use only
Applies to full-priced and sale items only. Cannot be used with any other offer or promotion.
Not applicable to our Clear It stores
Cannot be used with any other voucher code or offer.

To keep your personal information secure, we have hidden your birthday within your account settings. Once you enter your birth date, rest assured that we will store your information securely and you will receive your birthday discount voucher with peace of mind.

Please note: To keep your personal information secure, we have hidden your birthday within your account settings. Rest assured, once you enter your date, we will have it on file, and you will receive your birthday discount voucher.

Is my private information safe?

Absolutely.

vividthreadshop.com acknowledges and agrees that the privacy of all personal information is vital to individuals. All personal information collected to process and complete your order should be kept minimal, private, accurate, secure, and most importantly, under the individual’s control.

We do not share any credit card information with any third parties except to process payment for the products you order. We will only ask for and use relevant personal information required to conduct our business. All information collected by vividthreadshop.com is for the use of vividthreadshop.com alone.

Privacy Policy?

To view our Privacy Policy, please click here.

Why is an item missing from my order?

Our company has multiple dispatch locations. This means that different items in your order may come from different locations. As a result, it is possible that one item has been dispatched while other items are still being sourced and prepared for dispatch.

Rest assured, you will receive a dispatch notification for each item as it is sent. This allows you to track the progress of your order and get an estimated delivery date for each item.

However, if we have difficulty sourcing a specific item from your online order, we will notify you immediately. We understand this may be disappointing and apologise for any inconvenience caused. In this case, we will issue a refund for the amount equal to the item we were unable to source. Please note that the refund process may take approximately 2–4 business days to appear in your account.

Do you have stores I can visit?

You can find your nearest store on our Store Locations page.

My item still has a security tag on it?

We would very much welcome you sending it back to us to have the security tag removed.

If you prefer, for a more immediate resolution, you can take the item to the nearest Factory X store, and they will be happy to tear the tag off for you!

This can be done at any Gorman, VividThread, or Princess Highway location.

Alternatively, please send the tagged item back to us in a secure bag as soon as possible.

We request that you also include a completed returns form, which will help our returns team understand your issue and allow them to process your preferred resolution.

If you did not receive a form in your original parcel, one is attached to your order confirmation email.

You can create a free Australia Post return sticker via the link below, which can be printed at your local post office.

Please note that your Return Authorisation number is the same as your order number.

Our returns team will process your requested resolution as quickly as possible and send the detagged item back to you via courier.

Again, our sincere apologies for the inconvenience and disappointment this has caused.

Why did I receive a credit note instead of a refund?

You may have received a credit note instead of a refund because the return did not meet the criteria set out in our Returns Policy, which is available on our website. We only offer refunds via credit note for items purchased at a discounted price (promotional or sale).

Is an item sold out?

We do our best to ensure that the items displayed on our website are in stock. Occasionally, our products may sell out before the website is updated. If this happens, you will receive an email informing you that an item you ordered is out of stock. We will notify you immediately and refund you for the item if it is out of stock online.

If a specific size or colour is not listed, it is currently out of stock or sold out.