Frequently Asked Questions.

Got a question for us?

Below is a list of frequently asked questions. If you’re still unsure and need to speak to someone, please contact us at online@sportscraft.com.au. Our dedicated Sydney-based team will get back to you as soon as possible.

You can jump to specific categories by clicking on the below links:

 

VIPs

What is a VIP?

A VIP is a very important Sportscraft customer who has joined the Sportscraft VIP Program to enjoy exclusive benefits. 

What do I receive as a VIP?

Your VIP membership entitles you to:

  • A 10% discount on all full-price merchandise in all stores and online
  • Exclusive invitations to VIP-only events and sales
  • A special birthday gift voucher.

How do I become a VIP?

Sign up easily online now. Alternatively you can sign up in one of our stores.

How do I update my profile details?

Log in as a VIP and click on Personal Data, under My Information.

This is my first time as a VIP using the website, how do I get a password?

Go to the VIP Login page, click on the ‘Forgot your Password?’ link and enter your VIP number or email address 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, email us at online@sportscraft.com.au and we’ll get back to you.

I'm having trouble logging in!

Contact us and we will investigate this for you.

How do I change my VIP password?

Log in as a VIP and click on Personal Data, under My Information. You will have the opportunity to change your email address or your password.

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; showing the original price, a VIP flag and a VIP price just for you. Occasionally, while we have alternative promotions running, your VIP 10% discount will be applied to the total at checkout instead. VIP discount will not be applied in conjunction with any other offers.

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

You must be logged in as a VIP to receive your 10% discount. If you were logged in, and the discount still didn’t show, please contact online@sportscraft.com.au and we will investigate the matter further.

I have received a birthday voucher, how do I redeem it online?

Simply enter your unique birthday voucher number and PIN number into the Redeem Gift Certificate field at Step Two: Billing Details and click Apply. There is a minimum spend of $20 to redeem your voucher. Please note they are not redeemable on Outlet product.

 

Shopping with us

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

After you have clicked "Submit Order" 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, simply follow our Return Instructions if you wish to return an item.

Is Sportscraft a secure shopping site?

Yes Sportscraft is a secure site. We use TNS as our secure online payment gateway. You can find out more by clicking here.

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.

We also offer Paypal as a payment type. When you select Paypal as your payment type in Step 2: Billing Details of Checkout, and click Continue Checkout you will be redirected to Paypal where you will need to login with your Paypal login. Once you have confirmed your details you will be directed back to our site to Step 3: Place Order where you can review your order before clicking 'Submit Order'.

To find out more on Paypal, click here.

How do I know what size I am?

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.

What are the stars displayed on the products?

This is a way for you to share what you thought of your Sportscraft purchase, ie. how it fit, what the fabric is like and also it is a great way for you to read what others thought of a product before purchasing.

A top review of 5/5 means it is an outstanding product that customers have rated extremely highly. 1/5 means that customers have been disappointed with the item.

I have seen something in a store I would like to buy but I can’t find it online?

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 online@sportscraft.com.au and we will endeavour to direct you to a store with stock.

I saw what I wanted on your site this morning but now it isn’t available anymore?

This items has now sold out online. We do re-order some styles from time to time, and for these items you will see a 'Notify Me' button rather than an 'Add to my bag' button. Simply clicking 'Notify Me' and entering your email address will mean that as soon as that item is back in stock we will let you know. This is only available for some styles 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.

Do you accept cheque or money order?

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

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.

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.

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 'NOW' 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. Sometimes we have further reductions on Sale items and you will see these also as 'SALE' flag.

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 and sign up today.

I saw a product I'd like to buy is on Sale but when I click the colour dropdown and select the colour I want, the price changes. Why is this?

Not all colours of a style are on sale at the same time. Even though the product description says 'Available in a range of colours' this means the style is available but not the same price for every colour. Be sure to check the pricing of your items when you are reviewing your basket to make sure you are happy with everything before proceeding to checkout.

Are the online sale prices the same as in store?

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

I have received a Birthday Voucher from you, am I able to use it Online?

Simply enter your unique birthday voucher number and PIN number into the Redeem Gift Certificate field at Step Two: Billing Details of Checkout and click Apply before continuing with checkout. There is a minimum spend of $20 to redeem your voucher and they are not redeemable on Outlet items.

I have a promotion code; how do I redeem it?

There are two places you can redeem a promotion code. The first is when you are viewing your shopping bag. Enter your promotion code and click Apply. You will see instantly if your code has been applied to your Bag.

The second place you can redeem a code is at Step Two: Billing Details, before you enter your credit card details, enter your promotion code, click Apply and again you will see instantly if your code has been applied.

 

Gifts, Gift Cards & Services

What value can I buy a Gift Card in?

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

Can I use my Gift Card online?

Yes! Gift cards bought online can be redeemed online or in freestanding stores. 

Can I buy a Gift Card as a customer overseas?

Yes.

Can I buy a Gift Card and have it delivered to someone overseas?

You can certainly buy a Gift Card and have it emailed to someone overseas. However physical Gift Cards at this time are only available to be delivered to customers within Australia.

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 click 'Add Gift Wrapping' when on the 'Your Shopping Bag' page. On the next step, Step One: Delivery Details, 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

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.

How will I know when my order has been shipped?

If you have ordered a physical Gift Card 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 receive an email called ‘Your Sportscraft order is packed and ready to go' which will let you know that your order has been packed, shipped, a consignment number to track your order to your door and when you can expect to receive it.

Do you ship to international destinations?

Sportscraft ships to most destinations in the world! We use TOLL Priority to ship all international orders and they usually take between 7-14 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.

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.

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. Also as part of this email will be a consignment number and link to track your order with our delivery carriers; Australia Post for domestic orders and TOLL Priority for international orders.

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.

How do I track my order?

Details on how to track your order to your door will be included in the email called 'Your Sportscraft order is packed and ready to go'. If there is a problem then please contact us at online@sportscraft.com.au or 1800 002 477 or +61 2 8306 3843, and we can track your order. Please have your order number and details ready.

 

Click & Collect

What is Click & Collect?

Click & Collect allows you to collect your online order from your preferred store. There are no delivery charges and the collection time is at your convenience, including same-day pick up.

How does Click & Collect work?

1. Shop Online and choose from the great range available on the website.

2. Add to bag using the 'Click and Collect' button on the product page. From the popup list, select a convenient store, click on ‘Continue’, and add the item to your bag. View ‘My Bag’ to make sure ‘Click & Collect’ is selected as the ‘Delivery Option’ before proceeding to checkout.

4. We’ll confirm your order. You will receive an order confirmation email once the order has been placed. Orders confirmed before 12pm will be available for same-day pick up, or on a future date of your choice.

5. Your order will be processed by a team member from the relevant Click & Collect store. You will receive a ‘Ready for Collection’ email when your order is ready.

6. Collect your order. Visit your selected Click & Collect store with your ‘Ready for Collection’ email and personal photo ID. Once the team member has verified your transaction, you will receive your order with a store receipt.

Where is Click & Collect available?

Click & Collect orders are available from selected stores. We will only offer collection from stores that stock the item you wish to purchase (Concession stores not included).

When can I Collect my order?

The relevant Click & Collect Store will contact you via email confirmation when your order is ready for collection. Orders placed before 2pm will be available for same day pick-up or on a future date of your choice.

How much does Click & Collect cost?

Click & Collect is a free service.

What do I need to bring along to collect the order?

Please bring a copy of your ‘Ready for Collection’ email and personal photo ID.

Can I go to the store to pick up the item before I receive the confirmation?

To avoid disappointment, please wait for your ‘Ready for Collection’ email which includes confirmation of the store address and instructions on where to collect your order from within the store.

How do I exchange my Click & Collect order?

Exchange is available upon collection of your order, or within 14 days based on the store returns policy.

How do I return my Click & Collect order for a refund?

A refund is available in store upon collection of your order, or within 14 days, based on the store returns policy, unless faulty.

Can I try on my order upon collection?

What if I change my mind?

All orders can be tried on in store upon collection. If you decide it in not suitable, you can request a refund in store.

Can I amend/change/alter my Click & Collect order at any point?

Unfortunately no changes can be made once your order has been processed online. However, you are welcome to exchange in store upon collection.

What do I do if I have not received a confirmation email for my order?

Please email us at online@sportscraft.com.au 

How long do I have to pick up my order?

Your Click & Collect order will be available for up to seven days from the date of your ‘Ready for Collection’ email being sent.

 

Online Returns & Exchanges

Can I return my online purchase to store?

Yes, you can return any Sportscraft items bought online, excluding Gift Vouchers and Outlet items, to any Sportscraft freestanding store (excluding clearance stores) – go to store locations to find your nearest. For any Sportscraft Signature items, and any orders placed using Paypal, these can only be returned to the Online Store. Please choose carefully as we do not offer exchanges or refunds on Outlet items for 'change of mind' purchases. We will provide a refund on any item that is faulty or not as described, providing the conditions of the returns policy has been met.

  • 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 21 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.

For full Returns details, click here to view our Returns page.

Can I exchange an item I bought online?

Unfortunately we can not offer exchanges for purchases bought online at this time. If the item is a full priced product then you can take the item and your invoice into a freestanding store for an exchange.

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 4061
HOOPERS CROSSING VIC 3029
Australia

under the conditions listed above.

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

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

Please email us at online@sportscraft.com.au

What browsers does the site work best on?

Our website is best viewed when using 1024 x 768 resolution or above. If using Internet Explorer, ensure you have updated to IE10 or above.  


*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