can 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. Contact us on [email protected]

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 you order exceeds the voucher amount you will need to select 'Voucher and Credit Card'.

If you are not logged in to your account, you will not be able to select the voucher at checkout. Please use the email address your voucher was sent to, as your voucher will be assigned to your specific email address. If you are having trouble using your voucher please get in touch!

how do i use my physical gift card online?

Please email [email protected] with the gift card number, pin and $ value.

Once received we will issue you will an online voucher, which can be used online only. The physical gift card will no longer be able to be used in store.

What payment methods do you accept?

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

i've received an email asking me to provide further information, is this correct?

All orders placed on stirlingsports.co.nz are processed through a fraud profiler to ensure the safety of our customers and to confirm that there is no fraudulent activity. If you have received this email, you order may have shown a few red flags. Some common triggers can be as simple as that the email address does not match the receiver details. Please don't be alarmed if you receive this email. If you'd like further clarification please do not hesitate to get in touch.

Please reply to our email if you have any questions, if we do not receive any communication back when we have requested further information, the order will be cancelled and refunded after 5 business days.

i've purchased an item online and now it's 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 provide a refund on the difference if the item you ordered goes on sale or promotion.

Keep an eye out as we will have another promotion or sale soon!

How do i find out if an item online is in stock at 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 the store locator page.

are sizes on the website in us, uk or nz sizing?

Footwear is shown in US sizing, unless stated otherwise in the product description. Choose your regular NZ footwear shoe size as US & NZ sizing is the same.

Footwear marked as unisex is in mens sizing, please use the size guide to find the size conversion for womens sizing.

Apparel is in NZ sizing.

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

why is the price online different to the price i saw in store?

Prices may vary fro time to time. Stirling Sports stores are individually owned and operated therefore occasionally there may be store specific sales and promotions.


How much does shipping cost and how long will it take?

Shipping is free for orders over $150, orders under $150 will incur a $8.00 courier charge. Shipping takes 1-4 business days. Our NZ Post service is signature required, unless otherwise stated in the delivery notes.

Click & Collect is available at no cost. Click & Collect orders can take 1-4 business days if your local store does not have the stock available.

where is my order / why haven't i received tracking information?

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

A dispatch email will be sent as soon as your order has been packed, sometimes these email can land in your junk or spam folders. Please check your junk or spam folders 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], please state your order number and we will investigate for you.

I am trying to track my parcel but it says 'tracking number allocated to parcel'?

Tracking information will begin to update once the courier has picked up your parcel. You will receive a dispatch email as soon as we have packed your order, the status of the tracking will not update until it has been scanned into the NZ Post network.

I've ordered a few items but only received one, where are my other items?

The rest of your items are still on their way, sometimes if the whole order cannot be fulfilled by one store, it will be split into multiple orders and sent from different locations. Once your items have been packed by the stores, you will receive an email with tracking information. Please get in touch if you are wanting an update on your order.

why is my international tracking number not working?

We use NZ Post to send your item to our online warehouse for international processing, you may be sent this tracking number before your international tracking number. This shows your order being delivered to our online warehouse, you will receive the international tracking information once your order has been packed at our warehouse.

Your international tracking number will have the format 6101********. To check the status of your international tracking, please use the tracking number in the DHL tracking tool here.


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 it has been received.

You will receive email confirmation once your exchange or refund has been actioned. Refunds may take 1-3 business days to process back onto the original payment method. If you have requested an exchange and we are unable to supply this due to stock, a refund or online voucher will be issued instead.

i believe my item is faulty, what do i do?

If you have purchased online and believe your item is faulty contact us on [email protected]. Please provide your order number and images showing the fault. Once we have received your email an assessment will be arranged for the faulty item, which may require the item to be sent back to our suppliers. Faulty assessments can take up to 2 weeks to process depending on the circumstances. For more information about the faulty process please visit the Returns & Exchanges page.

For in-store purchases, take your item back to the original store of purchase. They will follow through with a faulty assessment and provide a resolution.

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

Your voucher has already been allocated to your account, to the email address you used for your original order. When you reach the checkout page, select 'Voucher' from the dropdown box to redeem the voucher.

If you are unsure of your login details or have any questions about using your voucher, please get in touch with us on [email protected].

how do i return something i purchased in store?

Take your item(s) back to any Stirling Sports store with proof of purchase. Items must be in brand new resalable condition with tags attached.

Because our stores are franchised, stores can carry different product ranges therefore a suitable exchange may not be available. Customers are encouraged to return to the original store of purchase. For the full returns policy please see here.


how do i apply for a job at stirling sports?

Employment is arranged by the owner of each of our stores. For more information, contact your local store directly. Use the store locator page to find contact information.

how do i enquire about sponsorship, donations & quotes?

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

i'd like to contact someone about a complaint or provide feedback?

Please do not hesitate to get in touch with us, send your feedback or complaint to [email protected].

how do i contact customer support?

You can reach us at [email protected]. We're here from 8:30am - 5pm, Monday - Friday.

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