FAQ

Shopping FAQs.

How do I change or cancel my order?

Please contact us asap! We pack and process online orders to get them to you as quickly as possible and therefore sometimes we may not be able to make an update to your order.

Online orders have 30 days to be returned or exchanged, please visit Returns & Exchanges for more information. 


HOW DO I USE MY ONLINE VOUCHER?

Please ensure you are logged in to your account. Online vouchers can be selected as a payment method from the dropdown menu when you reach the payment page at checkout. If your order exceeds the voucher amount you will need to select 'Voucher and Credit Card'. 

Please note, if you are not logged in to the account using the email address the voucher is assigned to, you will not be able to select Voucher on the payment page at Checkout. If you are having issues using your voucher please get in touch with us!

 

How do I USE MY PHYsical gift card online?

Please email [email protected] with the gift card number, pin number and value.
Once received we will issue you with an online voucher, which can be used online only. The physical gift card will be redeemed and will no longer be able to be used in store. You will be able to use the new online voucher as per the above information. 


WHAT PAYMENT OPTIONS DO YOU ACCEPT?

We accept Afterpay, Laybuy, Mastercard, Visa, AMEX, Online Banking and Online Eftpos.

 

I've purchased something online and received an email asking me to confirm payment details, is this correct?

All of our orders are processed through a fraud profiler, to ensure the safety of our customers and to confirm that there is no fraudulent activity happening on your behalf. If you have received this email your order has shown a few red flags. This can occur when an email address does not match the name of the receiver, the sender and receivers details do not match or the name on the credit/debit card used to make the purchase does not match.

We do not require any personal information from you, just a screen shot of the transaction alone from your online banking. Unfortunately we are unable to process your order until we receive this from you. Please contact us if you have further questions about this. Any emails not responded to in 5 working days will be cancelled and refunded.

 

I've purchased something online it is now on sale, can i get a refund for the difference?

We frequently adjust our prices in response to trends, events and stock levels. Unfortunately we are unable to give a refund on the difference if the item you ordered goes on sale or promotion.

Please keep an eye out as we will have another promotion or sale sometime soon!

 

I've found something I like online, how do i find out if it's in my local store?

You can use the find in store button on a product page to check if your local store has the item in stock. Due to demand we recommend contacting the store to confirm availability. You can find store details on our store locator page


Are sizes on the website in us or Uk sizing?

Footwear is shown in US sizing unless stated otherwise in the product description, please choose your regular footwear size. Footwear marked 'unisex' is in mens sizing, please use the size guide to find your correct size. Apparel is in NZ sizing. 

Specific information about sizing can be found in the size guide located on each product. 


why is the price on the website different to the price I saw in store?

Prices may vary from time to time. Our stores are individually owned and therefore occasionally there may be store specific sale and promotions. 

Shipping  FAQs.

how much is shipping and how long will it take?

Shipping takes 1-4 business days and is free for orders over $150. Shipping for orders under $150 is $8.00. Our service is signature required, unless otherwise stated in the delivery notes.

Click and Collect is available at no cost for delivery to your local store. Please note Click & Collect may take 1-4 business days if your local store does not have the stock available.

where is my order / why haven't I received a tracking number?

We aim to pack and process your order as quickly as possible, however at times we may experience delays in processing during sale or peak periods.

A dispatch email will be sent as soon as your order has been packed, but sometimes these may end up in your junk/spam folder. Please check your junk/spam folder before getting in touch with us.


tracking shows my order as delivered, but I haven't received it?

Please get in touch with us so we can assist! Email us at [email protected] or call 03 366 3535.


I AM TRYING TO TRACK MY PARCEL BUT IT SAYS "tracking number allocated to parcel"?

Track & Trace information for our parcels will begin to update once first picked up by Courier Post. We will send you a dispatch email containing your tracking number as soon as we have packed the item, however the status of the order will not update until scanned in to the Courier Post network.


I'VE ORDERED MULTIPLE ITEMS BUT ONLY RECEIVED ONE, WHERE ARE MY OTHER ITEMS?

Your whole order is still on its way, we've just had to organise for some items to be sent from a different store. The other items are being sent to you in a different parcel with a different tracking number. A new order has been created with the item(s) that are now coming separately and we’ll send you updates on the separate deliveries as they are processed. Please check your junk/spam folder if you cannot find these emails.


MY INTERNATIONAL TRACKING NUMBER IS NOT WORKING, WHY?

Because we use Courier Post to send your item to our international depot, you may be sent an email with the domestic and the international tracking number. Please use the number with the format ‘6101********’ to track your international parcel. You can track this on https://www.dhl.com/nz-en/home/tracking.html

All international orders are shipped to our Online Processing Warehouse and then shipped internationally with DHL. Your international order may show as delivered in Auckland New Zealand, however please note this is your order arriving to our warehouse. Once your order has been dispatched from our warehouse you will receive an additional tracking number for DHL.

Returns  FAQs.

How long will it take to process my Online return?

Please allow 48 hours for us to process your refund or exchange from the time we receive your return item.

You will receive an email confirmation once your exchange order has been created / your refund has been processed. Refunds may take 1-3 business days to process back to you. Please note if you request an exchange and we are unable to supply this for you a refund or online credit will be processed instead.


I believe my item is faulty, how do I return it?

If you have purchased online and believe your item is faulty please contact us at [email protected] You will need to attach proof of purchase as well as images showing the fault. Once the images have been received we will organise an assessment for the item, which may require the item being sent back to the supplier. Faulty assessments may take a week or two to process. For more information about our faulty process visit Returns & Exchanges for more information.

For in store purchases, please take your order back to the original store of purchase. They will able to assist and advice on the faulty assessment to be followed.


I've returned my order and received an online credit, how do i use it?

Your voucher is already allocated to your account and will now appear at the checkout. When you get to the payment page, please select 'Voucher' from the dropdown box. Please then select voucher with remaining on credit card as your payment option and this will redeem the credit. If you are unsure of your account login details please get in touch with us!


How do I return something I purchased in store?

You are welcome to take item(s) back to any Stirling Sports store providing that an original receipt is provided and the items are in original condition as purchased. 
Please note, stores may carry different product ranges so there is a chance that a suitable exchange may not be available. Customers are therefore encouraged to return to the original store of purchase. For our full In-Store Returns Policy please see here

general  FAQs.

How do I apply for a job at stirling sports?

Employment is arranged by the owner of each of our stores. Please contact the store you wish to enquire about directly using the contact details available on our store locator page


How do I enquire about sponsorship, donations & quotes?

Please contact your local store directly using the contact details available on our store locator page


Have a complaint to make?

If you would like to make a complaint, please email this through to us at [email protected] 


How do I contact customer support?

You can reach us [email protected] or 03 366 3535. We're here 8.30am - 5pm, Monday - Friday.

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