How do I get a tax invoice for my online order?
A tax invoice will be emailed to you, along with your order confirmation, shortly after you place your order online. You can save this email as a pdf, or print it if a hard copy is required.
We can resend an invoice if you need it, just get in touch with our PIVOT Team Players below.READ FULL ARTICLE
Are the items in my cart reserved?
Adding shoes or items to your cart does not reserve the stock. To avoid missing out, complete the checkout to secure your items.READ FULL ARTICLE
Do you have any tips for trying on shoes?
When you first receive your shoes, we recommend trying them inside on carpet to check that they fit.
On the off chance that they don't fit and you need to return your shoes, they need to be in their original condition. If you have worn them outside, they will be ineligible for return.
It's a good idea to check out our Returns Policy before wearing your shoes.
Good to know! Shoes can only be returned in their original, undamaged shoebox, so don't throw it out until you've tried them on!
How do I place an online order?
Placing an online order is easy! Follow our easy step by step guide below.
Would you prefer to speak to someone instead? Give our PIVOT Team a call on 1800 950 560. Press option 1 once prompted. They'll be able to help you with your size and securely place an order for you!
If you prefer not to call, hit up our PIVOT Team via our live chat channel.
HOW TO PLACE AN ONLINE ORDER
Step 1: Browse our website by using the search function at the top right-hand corner, or by clicking on the category in the navigation menu.
Step 2: Select the style you wish to purchase.
Clicking into the style, you'll be able to view a description of the item and product details
If you're unsure about the right size, you can view our size chart!
Interested in this item? Click on "Add To Cart".
Once you've done this, you'll see a number next to the shopping cart on the top right-hand corner. This means you've successfully added an item to your cart!
You can continue shopping or if you'd like to start the checkout process, simply click on the Shopping Cart and select "Checkout". Double-check you're happy with your selection, then proceed to checkout.
Step 3: Complete the order
We accept all secure payment methods! Click here for more information.
Note: At the cart, you'll also be able to enter in your discount code if you have one.
Follow the prompts and fill out all the required fields.
Once done, the last step is to review your details to make sure they're correct.
Press "Place Order". You're done!
Having difficulties placing your order? No worries! Our PIVOT Team are available to help over the phone on 1800 950 560. Press option 1 once prompted.READ FULL ARTICLE
Once you have completed the checkout process, you'll receive your Order Confirmation to the email address that you provided at checkout. You'll also be able to view your order in the “My Account” section (if you have an online account with us).
Remember, if you checked out as a guest and created an account afterwards, the order won't be visible there.
Next steps: Sit tight! Once your order has been dispatched, you'll receive a follow-up email with your tracking details.
Can I place an order over the phone?
Yes! Call our PIVOT Team Players on 1800 950 560 and press option 1 once prompted!
Our team will securely place an order over the phone for you.READ FULL ARTICLE
I think I purchased from a scam website?
We're sorry to hear that you may have purchased from a scam website. Unfortunately, there are online scams that may use the PIVOT name and a similar looking website as a means of obtaining your personal and/or banking details. It's highly likely that you will never receive any product from this website. We recommend the following steps.
- Reach out to your bank immediately to discuss how you can lodge a 'chargeback' and reclaim any funds that you've spent.
- If you would like to report a scam website, please visit www.scamwatch.gov.au.
Tips on detecting a scam website:
- Pay attention to the address bar. Check that the URL starts with https (not http) and look for the padlock icon in the address bar to ensure there's a secure connection.
- Assess the price of the item. Does the price or offer seem too good to be true?
- Watch for poor grammar and spelling. Legitimate companies put effort into presenting a professional website.
- Look for reliable contact information. Can you contact the company either via phone, live chat or email?
If you have any queries about a communication you have received, please get in touch with our PIVOT Experts through our Contact Us page.READ FULL ARTICLE
Why haven't I received my order confirmation?
We can understand how frustrating this can be!
If you haven't received an order confirmation via email shortly after your purchase this may be due to:
- A small typo in the email address entered at the checkout
- Your order is still processing in our systems
- The email has been marked as spam and has been moved to your junk/spam folder
If you still haven't received it within 24 hours, contact our PIVOT Team Players with the info below and we'll locate and resend your order confirmation.
- First name and last name the order was placed under
- Date when the order was placed
- Payment method used
I have received the wrong order?
Sometimes we make mistakes, and we apologise if you haven't received what you ordered.
Please follow the below steps to lodge a claim:
- Lodge your claim from your Account. If you checked out as a guest, head to our guest Returns Portal
- Follow the steps and select your reason for return (dispatch error)
- Upload 3 photos to show the issue (product label, shoebox label and item(s) received)
- Hit submit. Our PIVOT Team Players will review your claim
- If approved, you'll be sent a follow-up email with further details.
I only received one item, where is the rest?
Only received part of your order?
If you have ordered a few items, we may need to fulfil your order from multiple locations. This means we will pack and ship your items separately and therefore some items may arrive at a later date, even though you ordered everything together. We call this a split order.
How do I track the rest of my order?
If your order has been split, you will receive an email with your tracking details for each separate delivery.
Please note: You won't receive both tracking numbers at the same time as they will be dispatched separately, from different locations, which means different dispatch times.
If your order arrives and you're missing one or more items, we recommend double checking your emails to see if you've received any additional tracking numbers. If not, feel free to contact our PIVOT Team Players below and we can provide you with tracking updates.