• VIPs
• Email Subscribe
• Shopping with us
• Gifts, Gift Vouchers & Services
• Shipping
• Online Returns/Exchanges
• General

VIPs

1) What is a VIP?

A VIP is a very important Sportscraft customer who has joined the Sportscraft VIP Program to enjoy exclusive benefits. Sportscraft VIP members also receive communications with exclusive offers and invitations to events.

2) What do I receive as a VIP?

Your VIP membership entitles you to:

• a 10%* discount on all full price merchandise in all stores – including Online
• exclusive invitations to VIP - only events and sales
• a special birthday surprise^.

3) How do I become a VIP?

You can become a VIP member by visiting one of our stores, click here for a list of locations, or alternatively you can choose to become a VIP when you are placing an order with us Online. Simply click the box that says ‘I would like to become a Sportscraft VIP’ in the Contact & Delivery Details page of the order process.

4) How do I update my profile details?

You must login in using the ‘VIP Login’ link in the top right hand corner. Once you are logged in you will be on the 'Update your VIP Details' page which is where you can review and update your details.

Go to the ‘VIP Login’ page, select 'Forgot your password?' link and enter your VIP number and we will email you your password. We need a valid email address to be able to email you your password. If you aren’t sure that we have your email address use the 'Unsure if you’re a VIP or if we have your email address?' area on the right of the screen, and if we don't we will ask you for one to update your details. Once you have entered your email address we will email you your website login details.

6) I have forgotten my VIP number and password.

If you have forgotten your VIP number and/or password, go to the ‘VIP Login’ page, enter your first name, last name, street address and suburb or email address in the 'Unsure if you're a VIP or if we have your email address?' area on the right of the screen and we will be able to match your details and send you your login details.

To get just your password emailed to you, use the ‘Forgot your password?’ link on the ‘VIP Login’ page and your login details will be emailed to you. You can then login to make changes to a password of your choice.

If you are having problems logging in for the first time or retrieving your VIP number and password then email us at online@sportscraft.com.au or call us on 1800 002 477 if calling in Australia or +61 2 8306 3838 if calling from overseas Monday to Friday between 9am and 5pm Australian Eastern Standard Time.

7) How do I change my VIP password?

Login to the VIP Area using your VIP number and password, and the first screen you will see is called 'Update your VIP Details'. Here you can check all of your VIP details to make sure they are correct, and at the bottom of the page is a Password field box. Just enter your new password in here and click 'Submit'.

8) What will I see as a VIP logged in?

When you are logged in as a VIP you will see full retail priced products discounted with your 10% discount; so it will show a Was price, a VIP flag and a VIP price. When an item is on promotion the price will show with a Was price, a Today flag and it's promotional price, and when an item is on sale the price will show with a Was price, a Sale flag and it's markdown price.

9) I placed an order but didn't receive VIP pricing?

You must be a VIP and logged in to receive your 10% off full retail VIP pricing. If you aren't logged in then our system is unable to recognise you and unfortunately you won't receive your discount. You also can not receive the discount on an order already placed.

If you would like to become a VIP simply click the box that says ‘I would like to become a Sportscraft VIP’ in the Contact & Delivery Details page of the order process or click here to find out more.

If you are already a VIP then you must login to see and receive your VIP pricing.

Subscribe for Emails

1) What will I receive and how often?

We will send you all the latest news and promotions from Sportscraft Online Store.

2) How do I unsubscribe?

You can unsubscribe by simply clicking on the ‘unsubscribe’ link on any of the emails we send you.

Shopping with us

1) How do I change my order after it has been placed?

After you have clicked "Submit & Pay" your order begins to process and you cannot make any online changes to your order. Our system is designed to fill orders and get them on their way as quickly as possible. Once you receive your order in the mail, simply return any items you do not want by following our Return Instructions.

2) Is Sportscraft a secure shopping site?

Yes Sportscraft is a secure site.

Once you enter your contact details and payment details you will notice the security lock in the bottom right hand corner of your screen. The security lock ensures your order & payment details are encrypted and remain secure over the internet. The site uses a 128 bit encryption which is the most secure system available in Australia.

To help you determine the best size for you, we recommend that you compare your measurements with those on our sizing charts. Offering sizing consistency is one of the key values of Sportscraft and as such our entire team work closely together to ensure we maintain a consistent Sportscraft fit for all of our customers.

We aim to have all stock available Online and in our stores however from time to time we may sell out Online or in our stores. If that is the case simply email us at info@sportscraft.com.au and we will endeavour to find the item for you. We can direct you to a store or we can send the item to you. This may take up to ten days so please advise us if you need the item quickly.

Be quick! We are pleased to say that our products are very popular and often sell out. We do re-order some styles from time to time, so check back regularly to avoid missing out. And make sure you are subscribed to receive emails so you are up to date on all that is new at Sportscraft.

Unfortunately we do not accept any personal cheques, traveller’s cheques or money orders.

7) Do you have the same promotions as in store?

We endeavour to have all promotions we offer in our freestanding stores available for our online customers. There may be some instances however where an in-store offer is not offered online but this will be rare. We will however from time to time have special online only offers for our online customers, much the same way stores have their own shopping nights and events.

8) I’ve seen an item I want in store but they didn’t have my size. Can I have it ordered from online and delivered to my store?

At this stage we are unable to offer this but we are working on this functionality. Remember though that delivery is a low $12 for Australian orders and orders over $200 are delivered free.

9) What do the different prices mean on the site?

When a product is on promotion, which is for a short time only, you will see a 'TODAY' flag next to the price with the new promotional price. Be quick! These promotions are popular and product can sell out.

All product in Sale has a 'SALE' flag and it's permanent markdown price.

When logged in as a VIP you will also see all product that is for sale at full retail price will have a 'VIP' flag next to it with 10% off the price. This is the VIP discount all VIPs receive when they are logged in. If you are not yet a VIP, click here to find out more.

10) Are the online sale prices the same as in store?

The sale price online may differ to the price in store.

11) What is Shop the Look?

Shop the Look is this season's hottest looks, put together by our stylists, so you can see all our latest products and buy a look for any occasion.

If you select to buy the whole look you will receive 20% off the full retail price* of the whole look, as well as receive free delivery with Australia.

If an item in the look is on promotion (ie has a 'TODAY' flag) then if you buy the whole look you will only receive the 20% discount off the full retail price, and not the promotional price. If you purchase the one item on promotion then you will buy it at it's promotional price.

*Full retail price is the original price of the item before any Sale, VIP, or Today discounts have been applied.

12) Can I buy a look from Shop the Look in store?

Yes, you can. In fact if you print out the look you want to buy from the website and take it into the store you will receive the 20% discount when you buy the whole look. However we can not guarantee that every store will have stock of all the items in a look, and we can not offer a substitute product or discount.

13) What is the issue when I add products to my shopping bag but they don't show in the bag?

This usually means your cookies are disabled. Please go to our Cookies page in the help section of the website to learn how to enable your cookies.

Gifts, Gift Vouchers & Services

1) What value can I buy a Gift Voucher in?

Any value that you would like over $25. The voucher is valid for use for 12 months.

2) Can I use my Gift Voucher online?

No. Gift Vouchers are only redeemable in free standing stores at this time. Click here for a list of locations.

3) Can I buy a Gift Voucher as a customer overseas?

Yes, but the delivery address must be to an Australian address.

4) Can I buy a Gift Voucher and have it delivered to someone overseas?

No, at this time, Gift Vouchers are only available to be delivered to customers within Australia.

5) My order is a gift; do you offer a gift service?

Yes, for a small charge of $3 we offer gift wrapping. To do this select 'Click here to make this order a gift' in the Shopping Bag page of the order process. On the next step, Contact & Delivery Details page, make sure you put the recipient's name and address in the delivery details section so we can send the order to them, and your details in the cardholder billing details so the invoice goes to you. No invoice will be sent in the package.

Gifts will be wrapped in Sportscraft tissue paper with a Sportscraft ribbon and a gift tag that covers most occasions – we will write your first name on the card.

Shipping

1) How will I know when my order has been received?

You will receive an email called ‘Order Confirmation’ which will let you know that we have received your order and it is being prepared for dispatch. It will contain the date of your order and order number for your reference.

2) How will I know when my order has been shipped?

If you have ordered a Gift Voucher only then you will receive an email from us called 'Shipping Confirmation' letting you know that your order has left our warehouse and when you can expect to receive it.

For all other orders, you will first receive an email called ‘Your Sportscraft order is packed and ready to go' which will let you know that your order has been packed and when you can expect to receive it. You will also receive an email from our delivery carriers when it has shipped with details of how to track your order to your door.

3) Do you ship to international destinations?

Sportscraft ship to most destinations in the world! We use FedEx to ship all international orders and they usually take between 7-21 working days to arrive. The actual shipping is usually no more than 7 days but depending on the country, customs clearance may take over a week.

4) Can I ship to multiple addresses?

No, we are not able to do split shipments. You will need to create multiple orders if you wish to send to multiple destinations.

5) When will my parcel arrive?

You will receive an email called ‘Your Sportscraft order is packed and ready to go’ which will let you know that your order is about to leave our warehouse and when you can expect to receive it . You will then receive a second email from our delivery carriers; Australian air Express for domestic orders and FedEx for international orders, which will confirm that your order has been shipped and instructions on how to track your order to your door.

6) My order has shipped but not arrived, what does this mean?

This means that your order is in transit and will be due in the time frames we have listed under shipping.

7) How do I track my order?

Details on how to track your order to your door will be included in the email called 'Shipping Confirmation', as well our carriers will email you with your exact tracking number and the website you can use to track it. If there is a problem then please contact us at online@sportscraft.com.au or +61 2 8306 3838, select option 6 and we can track your order. Please have your order number and details ready.

Online Returns & Exchanges

1) Can I return my online purchase to store?

Yes, you can return any full price items bought online, excluding Gift Vouchers, to any Sportscraft freestanding store (excluding clearance stores) – go to store locations to find your nearest. However we can not accept returns or exchanges on Sale items.

• The item must be unworn, unwashed and have the original tags still attached.
• You need to send the original receipt with your order.
• All returns must be made within 14 days of order date. Refund will exclude any postage costs.

Due to hygiene reasons we cannot accept returns for swimwear, earrings, hosiery and lingerie, unless they are faulty.

2) Can I return my online purchase to David Jones or Myer?

Unfortunately you cannot return any purchases to David Jones or Myer, you can only return items to a Sportscraft freestanding store. Or to the online store:

Sportscraft Online Returns
PO Box 289
Alexandria
1435 NSW
Australia

under the conditions listed above.

3) Can I return a gift I have received?

Yes you will need to send it back to us as a return. Click here to go to the returns page.

General

1) Who do I contact if I am having problems with the site?

Please email us at online@sportscraft.com.au

2) What browsers does the site work best on?

Our website is best viewed when using 1024 x 768 resolution or above.
Some elements of the website use Flash. To view these elements please download the latest version of Flash by clicking here.

*not valid on sale items or in conjunction with any other discounts, or on licensed product unless specified by Sportscraft
^ Only available if your birth date, valid email and postal address have been provided