Payment & My Account

We’re sorry to hear that you’re having difficulties purchasing through our website.

First, we recommend clearing your cookies or switching to another browser.

If the problem continues, we recommend trying a different payment method.

Still having issues? Get in touch with the PIVOT Team Players and we'll help you out.

Please provide us with a screenshot of the error message to help speed up the troubleshooting process. We also advise to block out any sensitive information before sending through the screenshot. 

Unfortunately, we don't currently sell gift cards online. We're sorry for the inconvenience!

We know that purchasing gifts online can be tricky, so our Pivot Team Players are here to help you find the perfect present with sizing advice, product recommendations and stock checks. They can even place the order over the phone with you!

Give them a call on 1800 950 560 and press option 1. 

We currently accept payment via VISA, MasterCard, PayPal, and Afterpay.

Unfortunately, we can not accept payment from cards issued overseas. 

Due to the evolving crisis of COVID-19, Afterpay has made some changes to their payment schedules. All customers will now pay the first payment upfront until further notice. For more information, please click here.

Afterpay is a simple instalment plan, allowing you to pay for your order in four equal instalments, due every fortnight!

Afterpay is available to all people who:

• Live in Australia;
• Are at least 18 years old
• Can enter into a legally binding contract
• Have a valid and verifiable email address, mobile number; and
• Use an Australian credit or debit card to make a purchase. You are not required to fill out a credit application form.

How does it work?

1. More time to pay. Up to 8 weeks
2. No interest or added fees
3. Spend up to $800

If you paid with PayPal, you can get a refund on your return shipping costs if you need to send something back - up to $45 per return and 8 returns each year.

How to get your money back on return shipping

1. Log in to your PayPal account and activate "Refunded Returns".
2. Submit a request with your proof of purchase within 30 days of return and 150 days of purchase.
3. Once approved, your refund will appear in your PayPal account, typically within 5 business days.

What's not included?

1. Any items that haven't been paid for in full with your PayPal account.
2. Any products excluded from our Online Returns Policy.

Joining our mailing list gives you access to updates on new styles and campaigns, upcoming releases and competitions. 

To sign up, scroll to the bottom of the website and enter your email address. 

Important to note: Signing up to our mailing list is not the same as having an account. You can create an account here to save your purchase and return history.

If you would like to create an account, simply head over to this link to do so.

You will be directed to enter the information required to create your customer account, its best to do this before you place your order so you can check back in with your order by simply logging in.

You can also 'Sign In' when you proceed to the checkout.

Want to browse through your past purchases? You'll find them all stored in your account.

Login to your account in the top right-hand corner. Once you're in, click on 'My Orders'.*

*Remember, if you checked out as a guest and created your account afterwards, your order will not show in the ‘My Orders' section.

We're sorry to hear this. As a first step, double-check that you have an account with us.

If you receive emails from us, that means you are subscribed to our database and you do not have an account with us.

If you have created an account with us, that means you are an account holder. It's important to note that these are different and not the same.

Next steps:

1. As a first step in trying to fix this issue, we suggest double (and triple) checking your details. The password is the one you set up when opening your account.
2. If you're still having difficulty, we suggest clearing your cookies or using another browser. 
3. Resetting your password may also help you sign in - when prompted to put in your details, click the 'Forgot Password?' link and enter your email address. You'll be sent an email with instructions on how to reset your password. Keep an eye on your spam and junk folders as the email may end up there. 

Still can't get access? Contact our PIVOT Team Players and we'll be able to assist. Please provide the team with the email address used for when creating an account as this helps to speed up the process.

Need to reset your password? Sure thing - it's an easy process. 

Clicking 'Login' in the top right-hand corner of the website will bring up the login box. This box includes a hyperlink 'Forgot Password?' which prompts you to enter your email address.

You will then receive an email with instructions on how to reset the password to your account. 

Haven't received the email? Check your spam and junk inboxes - it may have filtered through there.

If you can not add a size to the cart, and experience the message 'out of stock', then, unfortunately, we are sold out.

We recommend giving our PIVOT Team Players a call on 1800 950 560. Hit option 1 once prompted.

Our team will be able to look into stock levels for you and even suggest a similar style.

We’re sorry to hear that you’re experiencing issues with your payment and may have been overcharged.

This is likely due to a technical glitch. We do our best to ensure that this doesn't happen.

If you believe that you may have been overcharged, please get in contact with the PIVOT Team Players and provide the below information as it helps to speed up the process:

• Order number
• Screenshot of the overcharge
  
  

Our PIVOT Team Players will advise the next steps.

We are very sorry to hear that we had to cancel your order. While uncommon, from time to time we have an influx of customers all hoping to order the same item, we realise when attempting to fill these orders that unfortunately we can't fulfil them all.

In that case, we inform you as soon as possible via email, and we always include the reason for the cancellation. Our Terms & Conditions do also cover our oversell policy: Orders, Pricing & Availability - PIVOT reserves the right to accept or reject your order for any reason, including, without limitation, the unavailability of any product, an error in the price or the product description posted on this website, or an error in your order.

When this happens, please be assured that your money has been refunded to your original payment method and can take anywhere from 3 - 5 business days to show back in your account. 

Once again, we sincerely apologise for the inconvenience, this is the worst-case scenario for us.

We may cancel or delay delivery for orders where we require further payment information to process the purchase. Reasons include:

1. Request for additional information is refused or not received within the requested time
2. Request for the cardholder to contact us within the timeframe is not met
3. The purchase transaction does not pass our security check
4. The purchase has connections to previous fraudulent orders
5. The purchase was made by an unauthorised alteration our website.

We genuinely care about the safety of our customers, their personal information and the protection of their funds.
 
PIVOT may require further verification of your order to ensure that it is authorised by the cardholder.
 
Our PIVOT Team Players may contact you via phone or email to confirm details of your order before it can be shipped. Don't be concerned if this happens to you. We check plenty of orders every single day and orders can be selected for various reasons.
 
This is to ensure that you have a great shopping experience with us! If you’re still unsure or have any concerns regarding your order being cancelled, please contact us below and our PIVOT Team Players will provide more information.

If you're struggling to apply your discount, there could be a few reasons as to why it may not be working.

Where to apply the discount code:

Once you've added the item to your cart, you can apply the discount code in the cart or click "Checkout" to enter the code before you provide your payment details. 

Other things to note:

1. Have you double-checked the T's & C's of the discount code? You can find the information in the body of the email that you received. For example, you may need to hit a certain threshold in order for the code to work or only have full-priced items in your cart for the discount code to apply  
2. We also suggest clearing your cookies and/or switching to another browser
3. Promotional codes cannot be used in conjunction with other offers and some exclusions may apply. We recommend checking the terms and conditions related to your discount before ordering.
4. If for any reason the order is cancelled, we will refund the full amount that was paid for. If the order is partially cancelled, we will refund the discounted price for the cancelled items. Promotional codes can only be used once so if this happens, you won’t be able to use the same code again.

Followed the above instructions and still not working? Don't stress  - our PIVOT Team Players are here to help. Please provide the below information when contacting as it helps to speed up the process

1. Item(s) name or number
2. Screenshot of the error message that you're seeing

Our PIVOT Team Players will do their best to troubleshoot for you.

Where to apply the discount code:
Once you've added the item to your cart, you can apply the discount code in the cart or click "Checkout" to enter the code before you provide your payment details. 

Other things to note:

1. Have you double-checked the T's & C's of the discount code? You can find the information in the body of the email that you received. You may need to hit a certain threshold in order for the code to work
2. We also suggest clearing your cookies and/or switching to another browser
3. Promotional codes cannot be used in conjunction with other offers and some exclusions may apply. We recommend checking the terms and conditions related to your discount before ordering.