ORDER FAQ

How do pre-orders and backorders work?

Pre-order and backorder items can be purchased now, however they will only be shipped at the stated release / restocking date or shortly after. It's a great way to ensure you get an item that's heavily in demand.

Please note, the delivery dates are ESTIMATED lead times on these special items only. Shipping dates for pre-ordered and backordered goods are subject to change without notice. We will update the product page with any changes as they happen.

If you purchase a pre-order item along with other item/s that are in stock, your order will not be shipped out until your pre-order item arrives. If you would like your items to be shipped out separately from your pre-order item, you will need to make two seperate purchases.

Pre-orders and backorders are charged at the time of purchase, not when shipped. If you need to cancel or change a pre-order or backorder, please contact us as soon as possible to ensure your order is updated in a timely fashion.

How do I order from your website?

1. Select a product category from the top menu.

2. Click on the product you would like to purchase.

3. Select the desired size and click on the size label. If a size is sold out it will appear as crossed/greyed out. You can however click on a size that is sold out and request to be notified by email when the item is restocked.

4. If you would like to buy more than one, adjust the quantity.

5. Click on the ADD TO CART button.

6. Repeat the previous steps if you'd like to order more items, otherwise click on the CHECKOUT button on the bottom of the pop-up shopping cart window.

7. Once you're on the checkout page, fill in your details and use your discount code on the top right (if applicable), then click CONTINUE.

8. Select your desired shipping method, then click CONTINUE.

9. On the last page, select the payment method of your choice, follow the prompts and complete the payment.

10. If the purchase was successful, you will see a big THANK YOU on the top of the next page, followed by your order details.

Can I order by phone, fax or email?

Unfortunately not, at this stage we accept orders placed online only. However, if you are after customised gear in bulk, please do contact us or head to our "Customisation" section for more information.

Is it safe to order online?

Rest assured that your personal information is fully secure every time you make an order. We value your privacy and work hard to ensure that your details are secured and never released to any other party. We strive to ensure that every transaction occurs within a secure environment.

Can I amend my order?

Unfortunately, we are unable to make changes to your order once it has been placed, including removing or adding items from an order. If you've made a mistake with your address, please contact us immediately and we will make every effort to update your details prior to shipping.

Can I cancel my order?

We can attempt to cancel your order if it hasn't been dispatched yet. After this time you can return unworn items within 14 days of receiving your order.

How do I pay online?

Visa, Mastercard or American Express debit or credit cards
PayPal
Afterpay (Australian & New Zealand residents only
ZipPay (Australian residents only)
Gift Cards

Cheque, cash on delivery or bank transfer payments are not accepted for online orders. If you are a business customer and have already been invoiced manually, you can make payments online by opening the pdf invoice and clicking on the PAY NOW button on the bottom. Otherwise, please make payment by bank transfer using the account details on the invoice.

How do I use my eGift Card or discount code?

Redeem your store credit or use a discount code during checkout by typing (or pasting) your personal code into the "Discount Code" field, then hit the "Apply" button. Once the promotion is applied, it will then be visible in your updated cart total.

Please note only one promotion can be entered per transaction. Once your payment has processed, you cannot go back and apply your discount code.

Why has my credit card been charged an additional small amount?

If you pay by credit or debit card, you may see a $1 pending charge on your bank statement as part of the card authorisation process. This is a temporary authorisation charge and it will disappear from your statement.

When using card payment, our payment gateway sends a request to the issuing bank for either a $0 or a $1 authorisation to verify that the card is valid and the bank will allow it to be authorised. 

Regardless of whether or not the authorisation is declined, the payment gateway will reverse the authorisation request immediately, but it may take 5-7 business days for the pending authorisation to disappear from your bank statement.

What is Afterpay and how do I use it?

Select Afterpay as your payment method at the checkout. If you are using Afterpay for the first time, you can simply choose Afterpay as your payment method at checkout. Once the order is approved by Afterpay, you will be able to make future purchases using Afterpay by simply entering your Afterpay log in details and CVC upon checkout.

Please note, all items in your shopping bag must be eligible for Afterpay and the bag value must not exceed $2000.

To make a purchase using Afterpay you will need:

• An Australian or New Zealand residential address
• A debit or credit card
• To be over 18 years of age

How does the payment schedule work?

All new Afterpay customers are required to make their first payment at the time of purchase, with the remaining three payments deducted automatically each fortnight from your nominated card, unless voluntary payments are made. You will no longer be considered a new Afterpay customer after you have completed your first order in full.

Thereafter, your first payment will be deducted 2 weeks after your purchase for orders under $500 and at the time of purchase for orders over $500. You can login to your Afterpay account to view your payment schedule and make a payment before the due date.

What if I can’t pay an instalment?

If you fail to make a payment, you will be charged a $10 late payment fee by Afterpay with a further $7 late payment fee added seven days later if the payment is still unpaid. Please see Afterpay Terms and Conditions here.

What cards does Afterpay accept?

Afterpay currently accepts Mastercard and Visa credit and debit cards issued in Australia. Unfortunately Afterpay does not accept any prepaid cards or foreign debit/credit cards.

How do refunds work?

Simply lodge your return as usual on our website and send it back to us just like you usually do. If a refund is required and no amounts have been deducted from your card, the payments will be cancelled with Afterpay. Otherwise, once we’ve processed your refund, the funds will be credited back to the card connected to your Afterpay account.

Visit the Afterpay website here for a comprehensive list of FAQs and check out Afterpay’s Privacy Policy found here.

If you have a question about your Afterpay account, please contact the Afterpay toll-free customer support line at 1300 100 729 or email them using the contact form found here.

What is ZipPay and how do I use it?

ZipPay is a reusable account of up to $1000 that lets you shop now and pay later. There are no upfront payments and purchases are always interest free. You can make as many purchases as you like up to your account limit, then set up flexible repayments to suit your lifestyle. Easy as.

How does it work?

Select ZipPay at the checkout, apply within moments and get approved for up to $1000 on the spot. That’s it - your purchase is all yours, with nothing to pay today. Interest free always.

How do repayments work?

Your first payment won’t be due until the end of next month. When you open your account, we’ll set up a monthly payment of $40 (or less if the amount you owe is under $40). This will come from your linked debit card on the last day of each month and run until your purchases are paid off.

Am I eligible for Zip Pay?

To be eligible to apply for a Zip Pay account, you need to:

- Be an Australian citizen or permanent resident
- Be at least 18 years of age
- Have a valid Facebook or PayPal account, in your own name
- Have a valid debit card, in your own name
- Have not declared bankruptcy or insolvency

Please note, ZipPay is only available to customers with an Australian billing address. Customers with international billing addresses will not be able to create a ZipPay account. 

What are the fees?

Zip Pay is 100% interest free, always. There’s a $6 monthly account fee, this monthly fee is waived if your closing balance is paid by the due date. No balance no fee. And you’ll pay nothing upfront - there are no setup fees and no hidden charges. 

If you don’t meet your minimum monthly repayment, a $5 late fee may apply. 

How do refunds work?

Simply lodge your return as usual on our website and send it back to us as usual. If a refund is required and no amounts have been deducted from your card, the payments will be cancelled with ZipPay. Otherwise, once we’ve processed your refund, the funds will be credited back to the connected card of your ZipPay account.

Visit the ZipPay website here for a comprehensive list of FAQs found here.

If you have a question about your ZipPay account, please contact their customer support line at (02) 8294 2345 or email them at hello@care.zip.co.