We always love to hear about your experiences at Chapman Store and how we can improve your customer experience. Please feel free to send any feedback to georgia@chapmanstore.co.nz

Should you have any inquiries about your order or require further details about any product on our website, our dedicated staff are here to assist you throughout the entire ordering process. We aim to promptly address any questions you may have regarding placing an order with Chapman online. If you reach out to us outside of our regular business hours, please expect a reply at the start of the following business day.

Our store operates Monday to Sunday from 9am to 5:00pm. You can contact us via email at georgia@chapmanstore.co.nz, by phone at +6439727920 during our business hours, or use the Live Chat feature on our website to connect with a staff member instantly during chat times, Monday to Friday from 9am to 5pm.

Interested in partnering with us? For all brand and buying inquiries, reach out to us at georgia@chapmanstore.co.nz. If your brand aligns with our vision, our buying team will get in touch!

Free shipping is available in New Zealand with any purchase over $100. Purchases under $100 cost $7 for City and $10 for Rural delivery.

For NZ delivery, we use Courier Post with a 2-day delivery into the North Island (mostly overnight) and a 1-day delivery to the South Island Monday to Friday. We will email you a tracking code when your purchase has been boxed up and ready to send.

Australian shipping is Free with purchases over $350. $35 shipping for purchases under $350.

International shipping is free for orders over $450. $50 for all purchases under $450

We use DHL Express for the most reliable and fastest shipping. (between 3 and 7 days)

Within NZ you may return your product if you are unhappy with it or our service. Unhappiness with our products and service very rarely takes place because we sell quality products with top quality service. But if it does...

The returns are as follows. Please take a look at the steps below to ensure the outcome you want.

Full Price - Refund, Exchange or Credit 

Sale items 10-40% off - Store Credit 

Sale items reduced by more than 40% -Final Sale

To return an item, you must:

FIRST · Contact us within 48 hours of receiving the item you are unhappy with and tell us of your unhappiness. Please respect this, as we are a small business.

THEN · Return the item (at your cost) within 7 days of the date you received it, in the same condition as it arrived, i.e. unworn and with the original tags.

We will have a record of the sale, but it is always best to keep the receipt.

We recommend using a track-and-trace service to return your item, as we cannot help if the item is lost in the post on its return. BUT · We will not accept returns unless you follow the above steps and don't accept returns that are sale items. This includes flash sales / Black Friday, etc. However, we often swap out sale items as we hate unhappiness.

All international sales are currently non-returnable and/or exchangeable. As there are huge delays with shipping, we cannot send packages fast enough to have them back within 7 days of the purchase date. So please choose carefully.

Swimwear/underwear and earrings

Non-returnable : due to hygiene issues (including Dear Dylan bottoms)

Skincare and perfume 

Non-returnable: not that you would want to anyway :)

We are happy to provide refunds if the situation requires it.

However, in the event of a refund we will retain the original shipping costs.

This will be different depending on the item and the location it is sent to.

Generally, in NZ it is $5 to $12 for most addresses, and for RD $10 - $15

For Australia $35 and for international $50.  Please note you will be responsible for paying for your local duties and tax if applicable in your country.

Also, please note that we are in fact a walk in the door, try on and buy over the counter real life store....

Which means, that though very unlikely, it is possible that you may be buying a product around the same time as someone is buying the exact same product over our counter. If this ever happened, and it turned out that the product is the last of its kind we have, we will give preference to the counter sale. Simply because they would have walked out the door by the time we are notified of and able to action your web sale.

Such a unique happenstance will surely not happen to you. But, if it ever did we would make contact with you immediately via email or telephone and make arrangements for either immediate refund or store credit. You will be completely understanding, and will appreciate and see the humour in the uniqueness of such an unusual event. Kind of like being struck by lightning...

Yes, that was/is an escape clause :-)

At Chapman Store, we’re committed to delivering top-quality products to you, especially during the busy Christmas season. However, we understand that occasionally items can shift during transit and may arrive damaged.

All our products are carefully quality checked before dispatch and securely packed to ensure they reach you safely. If your order arrives in less-than-perfect condition, please contact us within 7 days of your purchase, and we’ll resolve the issue as quickly as possible.

When purchasing from overseas, please be aware that taxes may apply on your end. It is your responsibility to handle and pay these taxes.

If a package sent internationally incurs tax charges and the customer does not respond, the package will be returned to us. Once we are able to contact you, we will arrange for re-delivery. Please note that all overseas shipments are non-returnable and non-refundable.

Oh no! We’re sorry to hear something went wrong, but don’t worry—we’ve got you covered. 

Let us know right away, and we’ll do our best to fix the issue within 24 hours. 

If it's around receiving the wrong order, we’ll provide a return courier bag when we ship out your new item so you can return the incorrect item to us at no cost. Alternatively, feel free to visit our store with the wrong item, and they’ll help you get the correct one. Just make sure the item is unworn and has all tags attached for a smooth exchange process.

We offer online pre-ordering, so you can reserve your items before they arrive in-store. Look for collection labelled as ‘pre-order’ and place your order as you usually would. As soon as the style reaches our store, we’ll ship it out immediately, and you’ll receive an email with your tracking number.

Once your order is placed, we cannot make changes to the payment method or items. Please review your order carefully before completing your purchase.

If you need to cancel your order, you can request it via phone within one hour of placing the order. After this time, we’ll do our best to accommodate, but if the order is already being processed, we cannot guarantee cancellation.

Once your order has shipped, it cannot be cancelled. You will need to return the item in line with our Returns Policy.

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Our ethos is simple yet passionate: to connect people with pieces that make them feel exceptional, the kind you’ll want to reach for again and again. 

Each item at Chapman Store is thoughtfully selected with a mix of timeless design and bold style – so it’s both iconic and uniquely you. From premium New Zealand-made labels to standout Australian and international brands, we bring together designers from across the globe, all with a bit of our Dunedin heart. 

Because for us, fashion isn’t just about clothes; it’s about creating lasting memories, pieces to cherish, and a style that truly feels like home.