FAQ

FAQ

UPDATE: WE ARE CURRENTLY EXPERIENCING EXTREMELY HIGH LEVELS CUSTOMER ENQUIRIES. IT WILL TAKE LONGER TO HEAR FROM US THAN USUAL.

Our online team are working hard to respond to your enquiries, but it will take longer to hear from us than usual. Due to the volume of orders through our online store, please note it could take up to 3 working days for our team to get back to you regarding your enquiry. 

We are currently only reachable via email address - online@stirlingsports.co.nz and Facebook Messenger until we head back into the office in Level 2. Our phones are not currently operating.

In the meantime, you may be able to find the answer to your enquiry faster by referring to our FAQ’s. Please refer to these before getting in touch with our customer service team: 

Where is my order/why haven't I received a tracking number? 
For some of our dispatch locations there may be a 1-3 business day delay. We are experiencing increased levels of orders and are doing their best to pick, process and dispatch orders. 

Our ‘Order Dispatch’ emails can sometimes end up in your junk folders. Please check these before getting in touch with us.

I have received my tracking number but haven't received my order?
Courier Post are working hard to get everyone's parcels to them as quickly and as safely as they can - they too are experiencing delays in doing so.

My tracking number is showing my order has been delivered but I have not received my parcel?
If your order is showing as delivered but you have not received this please contact Courier Post. If Courier Post are unable to help, please contact us via email at online@stirlingsports.co.nz 

I have received my tracking number but it only has one item showing/not my entire order?
Your order will have split as it could not be dispatched from the one location. You will receive a separate email notification and tracking number for other items in your order. 

I received my order but I need to return/exchange?
Our Returns and Exchanges policy time-frame has been extended to accomodate you as best we can. Any orders received from mid-March onwards and during lockdown that need to be returned/exchange can either:

a) Follow our Returns and Exchanges process here, or,

b) be taken in to your local Stirling Sports store once we re-open at Level 2. 

I have sent my order back to the Online Returns Warehouse, when will it be processed?
We will begin working through your returns and exchanges from Level 3. Please note there will be delays in doing so as we work through our backlog of orders. You will be notified as soon as your return has been processed. 

I have received my order but it has been sent incorrectly/faulty?
We are so sorry! Please email us at online@stirlingsports.co.nz with photos or what you should have received and we'll get that sorted for you as soon as possible. 

I have placed my order but I accidentally ordered the wrong item?
Unfortunately once you place your order we are unable to change any items or sizes so please choose carefully. If you have ordered incorrectly please email us and we will do our best to cancel and refund this order to you before it is shipped so that you can re-order the correct item/size.



IS THE SIZING ON YOUR WEBSITE IN UK OR US SIZING? 
Footwear is shown in US sizes. Apparel is in NZ sizing. 

I HAVE A PHYSICAL GIFT CARD THAT I WOULD LIKE TO USE ONLINE. HOW DO I USE IT TO PLACE AN ORDER ONLINE?
Please email online@stirlingsports.co.nz the gift card number, pin number and value.  Once we receive this, we will issue you with an online credit.  Please note, your physical gift card will be redeemed and you will no longer be able to use this in store.

CAN I PAY FOR AN ITEM ONLINE, AND PICK IT UP AT MY LOCAL STIRLING SPORTS STORE?
Yes!  We now offer a click and collect option online. Please note that this may still take 1-3 business days to process as the Click and Collect store you wish to pick up from may not have the stock readily available.

I'VE FOUND AN ITEM I LIKE ONLINE, CAN YOU TELL ME IF MY LOCAL STORE HAS THIS IN STOCK?
You can use the 'Find In Store' button on the product page to check if your local store has that item in stock. We do recommend calling the store to double check they do have the item, in case of any stock inaccuracies.  You can find their information in Find your local store.

WHY IS THE PRICE ON THE WEBSITE DIFFERENT TO THE PRICE I SAW IN STORE?
Because we are a Franchise company, all of our stores are individually owned. This means prices can vary from online to in-store.

IN STORE PURCHASES
For any item purchased in store that you need to enquire about, please contact the store you have purchased from.  Because we are a franchised company, some policies in store may be different to Stirling Sports Online.

HOW DO I GO ABOUT APPLYING FOR A JOB WITH STIRLING SPORTS?
Because employment is arranged by each individual Franchisee, please contact the store you are wanting to apply for directly to enquire about vacancies. Find your local store 

WHAT PAYMENT OPTIONS DO YOU ACCEPT?
We accept Laybuy and Afterpay, Mastercard, Visa, Amex and Online Banking.


SPONSORSHIP, DONATIONS AND QUOTES
For all sponsorship, donation and quote enquires, please contact your local store.  We are a franchised own company who love supporting our local communities.

HAVE A COMPLAINT TO MAKE?
If you would like to make a complaint, please email this through to us at online@stirlingsports.co.nz.





 

 

 

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