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Customer Service - Frequently Asked Questions
Ordering
Can I place a phone order?Customers are encouraged to use our website to place orders and to utilise our payment gateway security features.
When transacting via our secure server, your credit card and personal details are encrypted using the latest industry standard SSL (Secure Socket Layer) encryption technology before being sent over the internet.
If you are still unsure about using your credit card to pay for your order, we do offer PayPal as an alternate payment method.
Your order is dispatched automatically to our warehouse immediately upon payment confirmation which means we are unable to alter, change or cancel your order.
If you have placed an order and wish to cancel it, simply return the items for a full refund (less freight).
If your order relates to a pre sale item, please contact the customer service team and they will advice if changes can be made.
Please refer to the terms and conditions of the promotion to ensure that the coupon code is still valid and is applicable to your purchase.
If you are still having trouble, please contact our customer service team.
Ensure the gift card has not expired.
If you are still having trouble, please contact our customer service team.
Normally, confirmation emails arrive within minutes, however on some occasions your email hosting provider or internet service provide may be experiencing delays, please allow at least an hour for the email to arrive.
If you still have not received your confirmation email, please check the email address that you have entered is correct in your profile.
If you are unable to login, checked out as a guest or find an error please contact our customer service team.
*AfterPay is currently only available for Australian orders. For full AfterPay terms and conditions please visit https://www.afterpay.com/en-AU/terms
Delivery
What shipping options do you provide and what are the costs?To get free standard shipping to anywhere in Australia, you only have to spend $120 or more in a single transaction*
*Please note some product categories:
Select items have separate freight charges, which we are not able to waive as they are sent directly from the supplier.
If a standard freight charge remains after the cart value has exceeded $120, this will likely be the reason. Please contact our customer care team if you have any questions.
Occasionally, customer's orders may need to be sourced and supplied by various shipping partners. If this is the case, your order may arrive at different times by multiple courier companies in multiple packages. Any costs associated with multiple deliveries will not passed onto the customer.
Please refer to the below table for shipping cost and estimated delivery times:
| Delivery (Bus. Days) | Cost (AUD) | |
| Within Australia | ||
| Standard (Over $120) | 2-5 | FREE |
| Standard (Under $120) | 2-5 | $5.00 |
| Express (order before Midday Mon-Fri) | 1-2 | $9.99 |
| Shipping Partner | 10-15 | $10.00 - $79.00 |
| International (Standard Only, select items cannot be shipped internationally**) | ||
| New Zealand | 7-10 | $12.50 |
| South Pacific | 10-12 | $25.00 |
| East Asia | 10-15 | $25.00 |
| North America | 10-15 | $25.00 |
| Rest of the World | 15-20 | $25.00 |
Please note that the delivery times may vary for items with personalisation, items on pre-sale and memorabilia pieces. If applicable these changes are generally listed within item descriptions, however, if you have any concerns, please do not hesitate to contact our customer care team.
Delivery time frames within Australia are in business days and apply to capital cities and major regional centres within Australia only.
Orders for delivery outside of Australia may incur delays with international customs processes.
*Please note that currently online shipping is not enabled for EU countries. We are working to enable online shipping to EU in the future.
**Selected products from the following suppliers can't be sent internationally - Impression Healthcare, Sperling Sports, OTA, Gray-Nicholls, Maxx Power, Crista Bella, Classic Sportswear, '47, SE products, Consolidated Leisure, The Stubby Club and The Little Homie. If you enter an international address with one or more of those selected products in your cart, you will not be able to proceed with your order.
Yes, we currently ship to the following countries:
- New Zealand
- United States of America
- Bangladesh
- Brazil
- Canada
- Fiji
- Hong Kong
- India
- Indonesia
- Japan
- Norway
- Papua New Guinea
- Samoa
- Singapore
- South Africa
- South Korea
- Sri Lanka
- Switzerland
- UAE
Please note: Selected products from the following suppliers can't be sent internationally - Impression Healthcare, Sperling Sports, OTA, Gray-Nicholls, Maxx Power, Crista Bella, Classic Sportswear, '47, SE products, Consolidated Leisure, The Stubby Club and The Little Homie. If you enter an international address with one or more of those selected products in your cart, you will not be able to proceed with your order.
You can also track your order by clicking "Track my Order" at the top of the webpage. You will need to provide either the Order ID or the Email Address used to place the order.
Any costs associated with multiple deliveries will not passed onto the customer.
The shipping charge paid at checkout when you placed your order will not be exceeded even if multiple deliveries are required.
We recommend monitoring your order for any tracking updates.
The relevant local authorities may not release parcels until these charges are paid. It may be beneficial to clarify with your local authorities about these charges before placing an order.
Returns
Can I get a refund on my return?Unfortunately, products that have been worn, had the tags removed, or have been personalised are unable to be returned (excluding faulty items).
In the unlikely event that you have not heard from us within this timeframe, please contact our customer service team.
You can:
arrange to have a refund;
exchange for the same dollar value;
we can arrange a store credit, which is valid to use on the website for up to 12 months.
You can download the returns form here.
You will need to cover the cost of postage back to our warehouse for any product that is not found to be faulty.
Any costs associated with returning the exchanged item back to you is covered by us.
Gift Cards
My gift card won’t work, what should I do?Ensure the gift card has not expired.
If you are still having trouble, please contact our customer service team.
Our gift cards are electronic “e-gift cards”. This means they are emailed to the recipients email address.
Please note we do not send physical gift cards.
Please ensure you apply the gift card code correctly prior to purchase, as once you have placed your order we are unable to change your order and apply a gift card.
Pricing
Does the displayed price include GST?My Account
How do I become a Member of the Online Store?We will treat any information that you give us as strictly confidential. For more information please review our privacy policy.