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Nancy Ganz > Order FAQ

Frequently Asked Questions — Ordering

Can I order over the phone?

We are here to help answer any product queries during office hours. We are unable to take orders over the phone, however your order can be placed securely online via our website.

What payment types do you accept?

We accept Visa, Mastercard and PayPal.

How safe are my credit card details?

We utilise industry-standard Secure Sockets Layer (SSL) technology issued by Verisign to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. PVH Heritage Brands Australia Pty Limited (Nancy Ganz) do not store your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:

  • Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure
  • Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server
  • Data Integrity - this checks the data being transferred to ensure it has not been altered

We do recommend that you should install some sort of anti-virus protection on your computer before purchasing online.

What is PayPal, is it safe?

PayPal enables buyers and businesses to send and receive money online. PayPal is the trusted leader in online payments with over 100 million member accounts in 190 countries and regions.

Where does Nancy Ganz ship to?

We currently ship to Australia and New Zealand. Please refer to the Delivery Policy online for further information.

Do I need to sign for my parcel at the time of delivery?

Australia Post eparcel

Eparcel requires a signature for delivery so please request the shipping address to be somewhere you will be during working hours.

Australian Air Express

Australian air express requires a signature for delivery but will try and re-deliver if you are not at home. A delivery will then be made the following day and if you are not home, a note will direct you to your local post office.

What are the charges for delivery?

Australian Shipping

Free standard shipping – Australia Wide

Express Shipping

$14 per parcel up to 5kg.


New Zealand Shipping

Standard Shipping – $14.95

Express Shipping – $29.95


International Shipping

Nancy Ganz currently only ships to Australian and New Zealand postal addresses.


How long will delivery take?

Australian Shipping

Within 8 business days from date of order.

Express Shipping

Within 3 business days from the date of order.

The Express Shipping option may be unavailable at busy times, such as Click Frenzy or Christmas/New Year closures.

* Please note that the delivery times cannot be guaranteed by Nancy Ganz as deliveries are made by third parties. Please contact our customer service team if you require assistance with a delivery.

Delivery times may be affected by national and Victorian public holidays.


New Zealand Shipping

Within 4-8 business days from the date of order.
New Zealand orders are delivered by Mainfreight or other independent courier companies.

Express Shipping

Within 4 days from the date of order.

The Express Shipping option may be disabled at Checkout at times when it is unavailable, such as due to Christmas/New Year closures.

* Please note that the delivery times cannot be guaranteed by Nancy Ganz as deliveries are made by third parties. Please contact our customer service team if you require assistance with a delivery.

Delivery times may be affected by national and Victorian public holidays.


International Shipping

Nancy Ganz currently only ships to Australian and New Zealand postal addresses.


What is the return and exchange policy?

If you have changed your mind, purchased the wrong size or the garment is faulty, simply fill in the Returns form delivered with your order or download a copy here. Please ensure that the Returns Forms is included in with your returns. All goods must be in their original condition, unworn, with the tags (and hygiene stickers on swimwear) still attached, within 21 days of receipt. We will then refund using your original payment option. Please refer to the Return Policy online for further information.

Can I return an in store purchase with you?

Unfortunately we cannot accept purchases made through retail stores. Please return any retail purchase to the original store.

What if my garment doesn’t fit?

We are happy to exchange purchases if you have ordered the wrong size. Please ensure that the items have not been worn and are returned in their original condition. Please refer to our Return Policy for more information.

What if my garment is faulty?

Nancy Ganz products undergo a quality control programme to ensure they meet our high quality standards. If you believe your garment is faulty please complete the supplied Returns form with your delivery details. If our quality assurance department deems your product faulty a new product of the same style, size and colour will be dispatched. If your return is deemed not faulty you will be notified.

I didn’t get a return form, how do I return my order?

You can download a copy of the Returns Form. It includes instructions on how to return your order.

I forgot my password

You can use our Forgot Password form to recover your lost account information.

How do I use a promotion code?

Simply enter your promotional code at the checkout, and the offer will be applied to your order.

What do you do with my personal information?

Please refer to our Privacy Policy online for further information.

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